Dealing with Difficult Behaviours

Introduction

This training course provides delegates with insights into the underlying root causes and triggers of someone’s difficult behaviour as well as awareness of their own behaviour drivers and triggers and how they impact on the situation

Dealing with difficult behaviours in customers, or members of the public

Dealing with difficult behaviours in customers can be challenging. If the situation is handled well, this can improve customer service and relationships which will, in turn create further business opportunities.  If those in the front line have strong personal boundaries their own health and well-being will also be protected.

Dealing with difficult behaviours in people you work with regularly

This could be a team member, a colleague, or someone in a more senior role. Difficult behaviour can be detrimental to an employee’s motivation and productivity in the workplace as well as inhibiting the performance of others. When difficult behaviours are not managed effectively a lack of co-operation, tension, stress and poor performance can result.

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• Course Duration: 1-day course
• Course Capacity: 12 delegates max (for optimum benefit)
• Availability: All our courses are delivered in-house throughout the UK and Europe
• Customisation: The content can be tailored to meet an organisation’s individual requirements

Who is it for?

Team leaders, managers, heads of department, supervisors, anyone wishing to refresh skills in workplace communication.

This training course can be delivered in two different formats:

• Dealing with difficult behaviours in customers, service users or members of the public
• Dealing with difficult behaviours in people you work with regularly

While the general principles involved are the same we recommend that separate training courses are used for each of the above groups.

Key Benefits

 

• Develop more insight into different types of challenging behaviour
• Understand what makes some people and situations more difficult to deal with
• Gain greater understanding of our own part in the dynamic and how we can use that more effectively
• Learn to look at situations with more objectivity and detachment and to deal with them calmly
• Increase adaptability, flexibility and confidence and acquire a stronger sense of being in control
• Distinguish between what you can control and what you can’t
• Change previously unsuccessful responses to more effective ones
• Identify your sources of support and realise you are not alone
• Learn how to set mental boundaries and manage your energy more effectively

Course Content

 

Defining the issue

• Moving from looking at the person to the behaviour
• Understanding different types of difficult behaviour
• Highlighting which types of behaviour we personally find difficult to deal with
• Recognising the business impact of ‘people problems’ – reasons for tackling the issue

 

Understanding the dynamics

• Looking at our own behaviour and its impact on the situation
• Exploring triggers, responses and payoffs
• Exploring a variety of techniques for dealing with different types of behaviour
• Understanding how communication can break down and how we can ensure the meaning behind our message is received as intended

 

The organisational context

• Looking at organisational culture
• Defining your support systems, procedures and networks
• Real-life case studies

 

Managing your own reactions

• Dealing with stressful situations – keeping your sanity
• Managing ongoing and unexpected situations with difficult people
• Building confidence
• Learning how to leave the stress at work

 

Confident communication

• Using body language confidently
• Developing assertive language
• Negotiation, persuasion and ‘win-win’
• The value of coaching skills – active listening and effective questioning to get to the root of the issue
• Recognising the signals that aggressive behaviour may be about to increase and being armed with strategies to quickly diffuse the situation
• Tools to maintain rapport during disagreements and conflicts: how to express your opinions in a way that won’t escalate the situation
• Adapting the strategies to different communication mediums (face-to-face, telephone) and to fit with your personal style
• When to draw the line: handling abusive and unacceptable behaviour

 

Taking action

• Devise a personal action plan to take back to the workplace

 

Optional Follow-up emails

To help embed the knowledge learned on the day we can provide delegates with follow-up emails revisiting the areas covered on the training course and signposting where to find further information and resources.  The final email can include a brief questionnaire to evaluate the effectiveness of the training course.

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