Dealing With Diffcult Behavior And Situations

by Yellowday Training Claim Listing

develop a range of skills and techniques that will enable them to deal more confidently and more successfully with a range of behaviour-driven difficult situations

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img Duration

1 Day

Course Details

Dealing With Diffcult Behavior And Situations

As a result of attending this course, delegates will:

  • appreciate why people behave in a difficult manner and prepare for the many reasons

  • appreciate their own emotions when dealing with difficult behaviour and prepare accordingly

  • develop a range of skills and techniques that will enable them to deal more confidently and more successfully with a range of behaviour-driven difficult situations

Session 1: What is Difficult Behaviour?

  • How do we feel about dealing with it?

Session 2: Placing Difficult Behaviour on the Spectrum

  • Dealing with difficult and aggressive behaviour from colleagues

  • Developing confidence and assertiveness skills

  • Getting posture and body language right

  • Choosing the right words

Session 3: The Correct Interpersonal Skills

  • Re-building positive relationships for the future

  • Personal Development Planning

  • The Influencing Style audit

  • Questions and discussion regarding the application of the results

  • The three stages of helping

  • Assessing your communication style

Session 4: Giving Bad News

  • Getting started, the role of rehearsal

  • Managing expectations

  • Asking someone to change their behaviour

  • Avoiding inflammatory words

  • Coping with emotion

  • Short film – ‘Giving Bad News’

  • Followed by discussion

Session 5: Preparing for a Difficult Conversation

  • The importance of preparation

  • Having a clear objective

  • What sort of ‘Yes’ do you want?

  • The emotional bank account

Session 6: Creating the Right Atmosphere

  • Why is atmosphere important?

  • Habitual approaches to conflict

  • Five different styles of approach

  • Discussion and exercise

Session 7: Action Session

  • Delegates prepare an action list of things they will do differently/implement when back in the workplace.

  • Portsmouth Branch

    St. Mary’s Road, Portsmouth

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