Dealing with Challenging Behaviours
This course helps participants recognise the importance of clear and honest communication and how if done correctly is a major step to improving work relationships. Everyone has different strengths and weaknesses, unique ways of communicating, and working with others. However, personality clashes, disagreements and strong differences in opinion may sometimes mean that workplace relationships and behaviours become overly challenging and unacceptable.
The training aims to develop the skills and approaches of workplace staff to build confidence and aptitude when addressing the challenging behaviours of others.
The course gives participants a much clearer understanding of the correct ways to respond, cope and react to challenging behaviours and difficult situations, and to avoid further escalation whilst trying to maintain professionalism in the workplace.
You will learn practical tools and techniques to utilise immediately when you return to work.
On completion of this course, you will be able to:
Recognise signs that behaviour is escalating to unacceptable levels
Maintain your composure to deal with situations confidently
Be more self confident
Use specific communication strategies and tools to improve your workplace relationships
Learn coping strategies to manage the impact of challenging behaviour
Reduce stress and frustration levels
What are challenging behaviours?
Understanding our own behaviour and its effect on others
How others influence you
Being assertive and recognising behavioural styles
Handling difficult conversations and conflict
Using positive language
Dealing with others’ negativity
Strategies that effectively diffuse difficult situations
Essential skills for coping strategies
September: 21st – Room 6, Mile End Education Centre
October: 14th - Room 6, Mile End Education Centre
November: 8th - Room 6, Mile End Education Centre
All sessions 9.30-16.30