Dealing With Difficult Behaviours

Dealing With Difficult Behaviours

A Professional Development Training Course

Course Overview

Have you ever wondered why some people seem to turn every issue into a new episode of "Law & Order"? What if I told you that the colleague who always pushes back isn't really trying to make your life difficult, at least, not exactly, but that something else much more profound is at play?

We've all worked with one, and chances are at some point, we've all been one: the chronic grumbler who can find fault in anything, the meeting hog who won't let anyone else get a word in edgewise, the obnoxious team member who takes feedback as a personal insult. Here in Australia, you can find these difficult characters in every office, from the corporate towers of Melbourne to the high rises of Brisbane. And the question isn't whether you'll meet difficult behaviour, it's whether you'll know how to deal with it when you do.

But what if you could feel confident and clear, rather than apprehensive? These phrases will make your workplace tension free, and extraordinarily productive What if you had a toolbox of proven phrases?

This in depth programme goes beyond theory to deliver useful, real strategies for handling challenging behaviours. You will find that most challenging behaviour is a result of unmet needs, fear or misunderstand communication styles. When you know the 'why' behind the behaviour, the solution to the behaviour is remarkably easy.

Learning Outcomes

At the end of this session, attendees will be able to:

Recognise and address some key issues behind challenging behaviours at work

Utilise different conversational strategies designed for various types of personalities and difficult scenarios

Adopt de-escalation methods that work to actually calm down an escalated exchange

Setting and maintaining professional boundaries while maintaining working relationships

Use documentation practices that promote escalation if required

They should develop some resilience, give it back, and then get on with their job.

Manage escalation with a clear understanding when to bring in HR or higher up management

Course Modules

Module 1: Understanding Difficult Behaviour

The why behind difficult workplace personalities

Distinguishing between behaviour and character

Identifying triggers and patterns

The Price Of Unresolved Challenging Behaviour

Module 2: The Communication Toolkit

Conversation frameworks for different scenarios

Conflict defusing active listening formations

Language patterns that promote cooperation

Non verbal communication strategies

Module 3: De escalation in Action

Early warning indicators of conflict 3 Recognising the early warning signs of conflict

Respond in the moment when things are heated

Breath and root down for calm moments

When to step away and regroup

Setting Boundaries That Work

The distinction between firmness and harshness

Scripts for common boundary setting scenarios

Following through on consequences

Maintaining consistency under pressure

Module 5: Documentation and Escalation

What to tape and how to tape it

Making the case for management intervention

Working effectively with HR

Legal considerations and best practices

Module 6: Self Care and Resilience

Protecting your mental energy

Recognising when you're being triggered

Building emotional resilience

Creating support networks

What You Will Learn

Practical Skills:

Concrete words and practices for calming troubled waters, now

How to tell if a behaviour is out of fear, frustration or misunderstanding

Graduated responses to various forms of misbehaviour

Your case in a set of templates that you can use for escalation if needed

Strategic Understanding:

Challenging behaviour: When to act and when to be patient

(And how to tell between personality conflicts and actual performance issues)

Influence of organisational culture on ease or difficulty of undiplomatic behaviour

New habits to foster team resilience against toxic dynamics

Personal Development:

keeping your own cool in difficult situations

Identifying your own triggers and responses

Developing confidence in difficult conversations

Defining your perimeter for yourself AND the team

Assessment and Certification

Participants will actively engage in hands on role playing, case study, and a customised action plan for managing difficult behavior in your own organisation.

Concluding Remarks

This training shifts how you respond to challenges in your workplace from defensive to defensive. Instead of crossing your fingers and wishing hard to no avail so that the difficult people under your roof change themselves, you'll have a scientifically tested, field tested arsenal to deal with problems before they get out of hand. You'll see that the majority of "difficult" people are usually not "difficult" at heart, they may be lost in something that, when it is figured out, can be dealt with in an effective manner.

The life skills you gain here will translate to real world applications. Whether it be those difficult customers you're managing, family dynamics or community situations, the idea is that these communication and boundary techniques will also see you through all stages of life.

And best of all, you'll get your peace of mind back at work. You will present anxious encounters or workplace conflicts with a favourable response for you. Their behaviour warps others around them, and pulls you and everything else in the same direction. It pulls apart your relationships and confuses even your own mind. You wake up every day scared that you will not be able to meet whatever comes your way.

Length: 1 day not so gentle short, sharp shock with optional booster shots for those in need Who's it for: Team leaders, managers, HR guys and gals, and anyone grappling with difficult workplace relationships