Course Outline
Managing Difficult Behaviours
This is a 1 day, instructor-led course.
The modern work environment places many demands on the Manager, not least the need to treat ‘difficult’ employees with the same care and respect afforded to those who are less demanding. Recognising and understanding the cause or causes of this behaviour, and the Manager’s self-awareness of their own behaviour and its impact are vital in the fight to create a working environment where everyone is treated equally and are afforded the same opportunities.
The course materials 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.
Upon successful completion of this course, delegates will have the skills to:
• Identify the root causes of tension in the workplace
• Recognise common triggers and inhibitors of behaviour
• Explain the Stimulus-Response model
• Explain the attitude and behaviour cycle
• Demonstrate behaviours for defusing/calming situations
Managing Difficult Behaviours
This is a 1 day, instructor-led course.
The modern work environment places many demands on the Manager, not least the need to treat ‘difficult’ employees with the same care and respect afforded to those who are less demanding. Recognising and understanding the cause or causes of this behaviour, and the Manager’s self-awareness of their own behaviour and its impact are vital in the fight to create a working environment where everyone is treated equally and are afforded the same opportunities.
The course materials 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.
Upon successful completion of this course, delegates will have the skills to:
• Identify the root causes of tension in the workplace
• Recognise common triggers and inhibitors of behaviour
• Explain the Stimulus-Response model
• Explain the attitude and behaviour cycle
• Demonstrate behaviours for defusing/calming situations
Course Contents
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
Price per delegate
£750
Scheduled Classes
Indicia Training, Glasgow:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com