MANAGING DIFFICULT BEHAVIOURS

MANAGING DIFFICULT BEHAVIOURS

Duration:1 day

Intended for:
Suitable for anyone that might have to deal with ‘difficult’ behaviours or be placed in situations where they have to influence and adapt to other people.

Contents:
These managing difficult behaviours training course will provide participants with both the knowledge to appreciate the reasoning behind what we might consider difficult behaviour as well as the communication tools to manage and overcome difficult behaviours in the workplace.

Issues, Causes & Consequences of Difficult Types – A look at how issues arise and our own part in this

Difficult Behaviour Types – A review of the different types we are likely to come up against and how we might deal with them

About You – Acknowledging that our own behaviour plays a part in how others respond

Our Two Minds – A look at our rational and emotional mindsets, how they work and how we can face an ’emotional hijack’ at times

Stimulus & Response – Demonstrating that we do have the ability to choose our response and ultimately influence the outcome of communication

Attitude & Behaviour Cycle – How our attitude affects our behaviour and in turn other peoples attitude and behaviour

Triggers – Determining what ‘sets people off’ and how to avoid the pitfalls

Communication  – A look at the barriers to communication, whether a discussion is based on fact or feeling and choosing the best behavioural approach to deal with each

Managing Expectations (Emotional Bank Account) – Building a positive basis for relationships and so improving communication with all

Defusing & Calming – Looking at how situations escalate and methods of ensuring communication takes place from a positive position

Managing Behaviour Practice – A chance to put all the tools learnt into practice with a full review of the approach

Objectives:
At this end of this Managing Difficult Behaviours Training course participants will be able to:

  • Identify the root causes of tension in the workplace
  • Recognise common triggers and inhibitors of behaviour
  • Appreciate the Stimulus-Response model and how to adapt to it
  • Explain the attitude and behaviour cycle and relate it to your own experience
  • Understand and apply behaviours for defusing/calming situations