Most workplaces have at least one person who is perceived as difficult. Difficult behaviour can manifest itself as pervasive negativity, rudeness, impatience, recurring drama, even open anger and aggression. Like all negative forces, difficult attitudes and behaviours tend to be contagious and are more and more prevalent in the workplace. They drain collective energy, are costly, foster misperceptions, bring out the worst in others and spark conflict. Difficult behaviour may be inevitable, yet it is also manageable. It needn’t lead to lost productivity, hobbled relationships or a toxic atmosphere.

This course will discuss how to effectively deal with difficult behaviours by analysing their context, managing our own expectations and adopting appropriate communication strategies.

  • Develop constructive strategies for dealing with difficult behaviour
  • Develop communication skills to diffuse the situation
  • Increase confidence and assertiveness in dealing with difficult behaviour
  • Manage your emotions and deal with stress
  • Understand the power of words and how to use them to your advantage
  • Provide effective constructive feedback in challenging situations
  • What is challenging behaviour?
  • How behaviour impacts in the workplace
  • What causes difficult behaviour
  • The likely impact of not dealing with difficulties
  • Discover and understand the different behaviour styles
  • Strategies for responding to different behaviour styles
  • Building rapport
  • Non-verbal communication
  • Effective listening techniques
  • Emotional Intelligence
  • Constructive feedback

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