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
Duration: 1 day course with break and lunch time (10am-3.30pm)
Book included: Speed Read: Difficult Customers (PDF)
About
Gather a group of people together in one room 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.
Who should attend?
Anyone who is finding others’ difficult behaviour a challenge at work – colleagues, staff associates, board or meeting participants, customers or providers.
Outcomes
Participants will:
- Consider other people’s difficult behaviour and why we find it difficult
- Consider our own difficult behaviour and why they find it difficult
- Explore the four key competencies of emotional intelligence and how these apply when dealing with challenging behaviours
- Discuss what gives rise to conflict and identify ways to manage it effectively for ourselves and for others
- Identify useful influencing behaviours
- Explore strategies for managing difficult behaviour
What will it cover?
Topics include:
- 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
Trainer: Cathy Shimmin
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