Business Skills
Dealing with Difficult Behaviour
Overview
The course has been designed to develop your skills when dealing with difficult behaviour in a business environment. It includes understanding what contributes to negative behaviour had how to facilitate a positive outcome through improved communication skills.
Who Should Attend
Service staff, salespeople, anyone who deals with difficult behaviours in the workplace.
Prerequisites
There are no prerequisite skills.
Benefits of Completing This Course
• Understand some of the causes of difficult behaviour
• Effective ways to deal with difficult interactions
• Understand the importance of effective listening
Inclusions
- Training Manual with step-by-step instructions
- Practice files relevant to the training material
- Training Completed files - you are free to take away any completed files for review
- Unlimited online support, as training doesn't stop when you walk out our door
Learning Outcomes
Learn to
• Diffuse strong emotion in interpersonal situations
• Use appropriate assertiveness in conflict situations
• Design and implement strategies for managing breakdowns more effectively
• Manage personal stress to maximise work enjoyment
Topics Covered
About Difficult Personalities & Behaviour
● What is a difficult person
● What makes people difficult
● Degrees of difficulties
● Difficult or upset
● Self-assessment
Relationships
● Understanding the nature of conflict
● Getting to know your “type” and others
● Difficult working relationships
● Respect for your fellow workers
● Problem solving techniques
● Winding up technique
Ladder of Inference
● Understanding the thinking steps that can lead to wrong conclusions
● What can you do
● Words that make a difference
● How to deal with problems before they get out of hand
● Reducing Differences
● Identify Positive Intent
● Identify Highly Valued Criteria
Coping with Difficult Behaviours
● Calming an upset person
● Dealing with hostile or aggressive behaviour
● Dealing with Complainers
● Dealing with the "Yes" person
● Dealing with Know-it-all'
● Dealing with Procrastinators
Effective Listening
● 5 Stages of listening
● Listening for answers
● Active Listening
● Empathy
● Questioning Techniques
Body Language
● Nonverbal communication
● Self assessment
● Passive and Aggressive Behaviour
● Guidelines to Assertive behaviour
Responding to Anger
● Dealing with other people's anger
● Dealing with negative feelings
● Destressing
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment set up specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures, no videos to follow - real-time, hands-on practice with your instructor guiding you every step.
Instructor
- Provides real-time, live hands-on instruction and demonstration
- Provides step-by-step practical activities for participants
- Can assist participants on their screen, if necessary
- Can share participant screens to enhance discussion
Participants
- Receive hands-on instruction, step-by-step exercises and skill-builder activities
- See the instructor's screen while working in their own environment
- Can interact with the instructor and the group of participants
- Can ask questions at any time
- Join the course from any location with internet, using a course invitation
- No need for any software - just a computer with internet and a browser
- No downloads or installs necessary on the participant's computer
Inclusions
- E-Book Training Manual / activity booklet provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times
- Full Day Course: 9:00am - 4:30pm
- Half Day Course: 9:00am - 12:30pm or 1:30pm - 5:00pm
Private sessions are booked exclusively for your team and can be facilitated as Live Online group training, or in a Classroom / Face-to-Face setting at your workplace or another organised location. Content and duration can be tailored to your needs - contact our Course Scheduling team to discuss your requirements.
Classroom / Face-to-Face
Classroom sessions are delivered at a nominated location, available for Private courses only.
Requirements (if training is delivered at your site)
- No individual computers are required for participants - this course is discussion, activity and workbook-based
- The instructor will bring their own laptop - please provide power
- A screen or projector for the trainer to connect their laptop to (please indicate the connection method - HDMI or Wi-Fi)
Inclusions
- Training Manual / activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content
Get in touch with our Course Scheduling team to arrange a private session or confirm delivery options for a specific date.