Dealing with Difficult Behaviour

Scheduled course outline – duration 1 day

“We simply assume that the way we see things are the way they really are or the way they should be.  And our attitudes and behaviours grow out of these assumptions.”

Business Scenario

The presence of problems and conflict which arise out of the behaviour of others is a common feature of many working environments. The measure of any manager is how they approach these difficult behaviours and resolve issues quickly and effectively. This course addresses how to apply a systematic approach to these behaviours and arms delegates with proven techniques for getting the best from difficult employees.

Who should attend?

The programme has been designed for those who would like a deeper understanding of the behaviour of others and explore why individuals fall back on unhelpful behaviours.

The purpose:

To give an insight into the difficult behaviour of others and to assess our own perceptions and reactions when we encounter it.

The programme includes:

·      What do we mean by difficult behaviour?

·      Identifying the dominant responses of the brain under stress

·      Describing the cycle of waste

·      Listing the four positions of the Conversation Meter

·      Applying techniques to raise the achievement of underperformers

·      Considering what behaviours you find difficult and apply techniques for dealing with these behaviours

·      Building your own confidence in dealing with the behaviours you come across

·      Reducing personal stress

The method:

Delegates are given opportunities to try out the essential skills in situations that replicate the negotiating environment.  Discussion and informal tuition are mixed with exercises and skills building to help mould the key negotiating behaviours.

Course Category

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