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

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

Training schedule

One day course 10.00 - 15.304 Nov 2025

Booking options

Band A

Band A

Voluntary and community organisations with a turnover of up to £500,000.
£259.00
Band B

Band B

Voluntary and community organisations with a turnover of over £500,000.
£309.00
Band C

Band C

Statutory and commercial organisations.
£409.00

Delegate information


By placing this order you agree to DSC's terms and conditions:
Terms and conditions