Dealing with Difficult Behaviours at Work Course
Course Information
Business Communication. Sharpen your communication skills.
Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to manage the dynamics of a tough conversation. Hear how to remain calm and keep conversations issue-focused, rather than taking things personally. Learn to take an active-constructive approach to listening, problem-solving and handling others' emotions.
During this interactive course, you'll explore five tools for responding professionally to difficult behaviour. These are active listening, diagnostic questions, accord statements, boundary statements and solution focused questions.
Aims
This is an introductory course for professionals who need to manage disagreements, complaints or 'personality clashes' at work. The techniques covered in this course can be used when interacting with colleagues, direct reports and customers. They can also be used when managing up and influencing when you have no direct authority.
Outcomes
By the end of this course, you should be able to:
- stay calm when handling difficult behaviour or managing disagreements
- speak assertively and respectfully, even in tough situations
- respond to a range of challenging behaviours in ways that de-escalate conflict
- use five communication tools to connect and collaborate in tough situations
- take a win-win approach to resolving differences of opinion.
Content
Handling difficult behaviour assertively
In difficult situations, it’s important to stay calm, responsive and solution-focused. In this session, you’ll learn how regulate your own emotions using the ABCDE process from positive psychology. This will help you communicate confidently and assertively, without becoming defensive or aggressive.
Communication success kit
Discover how to communicate fluently, flexibly and adeptly under pressure. Explore five communication tools which can help you stay in control during tough conversations. These are active listening, diagnostic questions, accord statements, boundary statements and solution focused questions. As you learn each tool, you'll consider how to use it in your own workplace.
Dealing with passive communicators
Passive behaviours include playing victim, failing to make decisions, staying quiet in meetings and passing problems on to others. In this session, you'll learn how to create a supportive conversation and avoid getting caught up in victim-rescuer dynamics. This allows you to collaborate, rather than dominate, when interacting with passive communicators.
Handling passive-aggression
Passive-aggression is a way of communicating hostility covertly. Examples of passive-aggressive behaviour include sarcasm, pointed comments, smart remarks and gossip. Learn a step-by-step process for setting boundaries when these behaviours emerge during challenging conversations.
Dealing with aggression
Aggressive behaviour happens when someone stands up for themselves, but in a way that violates your boundaries. Learn how to stay calm when faced with aggressive behaviour. Use four simple steps to manage the situation calmly and professionally.
Managing conflict constructively
Learn how three principles of win-win negotiation can be used to address conflict professionally. Hear how to separate people from problems, distinguish between needs and positions and pursue fairness as you negotiate positive ways forward.
Intended audience
Suitable for all managers, team leaders, supervisors and individuals wishing to enhance their skills in dealing with difficult people or aggressive behaviour in the workplace.
Delivery modes
- Face-to-face, presenter-taught workshop
- Online workshop via the platform Zoom
Delivery style
This is an interactive course which covers the why, what and how of dealing with difficult behaviour. You’ll learn through a variety of methods including:
- small group discussions
- role plays or simulations
- written exercises in which you will apply key concepts
- Q&A sessions with the trainer.
You will get the most out of this course if you are:
- willing to contribute to group discussions
- confident communicating verbally in small groups
- comfortable participating in role-play style activities.
Materials
Course notes are provided electronically using Dropbox.
Schedule
<p>{block name:"Course Tagline - Business Communication"}</p>
<p>Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to
...
<p>{block name:"Course Tagline - Business Communication"}</p>
<p>Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to
...<p>{block name:"Course Tagline - Business Communication"}</p>
<p>Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to
...Meet the facilitators
Eleanor Shakiba
What others say
I thought the tutor and the content was fantastic. I would like to do more courses with this tutor because they were highly entertaining and informative. I have been telling my friends about this course and recommending it. The tutor was simply excellent!
Tonnette Stanford
Tutor was very experienced, engaging and kept everyone focused. After learning the tools to deal with difficult people, I came away with a very positive and confident attitude.
Sharon McKeever
As someone looking forward to taking on a leadership role, but who has concerns around handling difficult conversations, this course was extremely helpful. The course was interesting and engaging. There were opportunities for questions, exploring the bigger picture and discussion of specific issues. The tools gained were invaluable. Thank you so much!
Rebecca Prokop
