Dealing with Difficult Behaviours & Situations
A half or one day practical, participative programme covering the key principles and techniques for dealing with difficult behaviours and/or situations. In this session our leadership trainers will help your employees to explain the reasons behind why difficult behaviours arise, which in turn helps managers to effectively manage and diffuse them quickly. This workshop will give your team practical tools and techniques in dealing with difficult behaviours that they can use as soon as they go back to their desks.
Learning Objectives
By attending this workshop, delegates will be able to:
- Define situations / behaviours that they find difficult
- Demonstrate how to deal with these difficult situations / behaviours
- Explain what can trigger situations to feel / be perceived as difficult
- Know what assertive rights that they have and should give themselves permission to
- Apply hints and tips on how to manage / tackle difficult situations / behaviours
Course Overview
We build all our training programmes bespoke, so it’s down to where you want the emphasis of your workshop to be. Here is an example of what a typical course could look like, but please get in touch to tailor this for your business.
| Topic | Content |
|---|---|
| Introductions and Welcome | Conditions for success for the session Introductions Objectives |
| Difficult situations / behaviour | Interactive post it exercise to identify real like examples and to establish if all participants find all examples ‘difficult’ |
| Consequences and benefits | Interactive exercise in two groups to identify the benefits of tackling difficult situations / behaviours and the consequences if they’re ignored |
| Behaviour positions | Trainer input on the different behaviour positions with small groups exercise |
| Transactional Analysis – understanding behaviour | Trainer introduction to Byrne’s TA theory (Parent, Adult, Child) and small groups card sort exercise |
| The underlying cause | Small groups exercise working with previously identified difficult situations / behaviours post it notes |
| Yes But So | Introduction to Yes, But, So as an assertive tool / technique. Trio group practice with scenarios |
| • Key learning points from today | Review of what’s been most useful and identifying key actions to implement a successful transfer of learning. |
