Management & leadership, HR, Leadership, Personal development

Dealing with Difficult Behaviour - Online course

Gather a group of people together and you will inevitably experience some behaviours that you don’t necessarily want. Learning how to handle this situation is going to make your team much more effective.

One day online course

Online courses take place via Zoom and include a one-hour lunch break as well as brief refreshment breaks

This one day course will introduce participants to some “difficult behaviours” they will encounter at work and equip them with constructive ways of handling them.

Who should sign up? 

Anyone who is finding others’ difficult behaviour a challenge at work – colleagues, staff associates, board or meeting participants, customers or providers

What will I get out of it?

  • Consider other people’s difficult behavior and why we find it difficult
  • Consider our own difficult behavior and why they find it difficult
  • Explore the four key competencies of emotional intelligence and how these apply when dealing with challenging behaviors
  • Discuss what gives rise to conflict and identify ways to manage it effectively for ourselves and for others
  • Identify useful influencing behaviors
  • Explore strategies for managing difficult behavior

What will it cover?

  • Typical difficult behaviour
  • Understanding others and ourselves
  • Emotional Intelligence – what it is and what it means for us
  • Dealing with conflict
  • Influencing model and approaches
  • Ideas and strategies for handling difficult behaviour

Book included: Speed Read: Difficult Customers (PDF)

Trainer: Cathy Shimmin

Book your space and access an exclusive 15% off on DSC publications 

Training schedule

One day course 10.00 - 15.308 Aug 2024

Booking options

Band A

Band A

Voluntary and community organisations with a turnover of up to £500,000.
Band B

Band B

Voluntary and community organisations with a turnover of over £500,000.
Band C

Band C

Statutory and commercial organisations.

Delegate information

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Terms and conditions