Dealing with Difficult Behaviours - Brisbane

Dealing with Difficult Behaviours

Professional Skills Development Course

Course Overview

This holistic one day leadership training course provides managers, team leaders and workplace professionals with an arsenal of strategies to deal with difficult personalities and tough behaviour on the job. Tailored to meet the specific Business needs of the Australian workplace, this course is not just theory but delivers practical strategies that will change the way you work with others and ensure your teams reach their potential.

The program acknowledges that difficult behaviours are a reality of life at work but that our response to them does not have to be reactive and depleting. Using skills based on research and application, people will gain confidence in dealing with situations that are not always easy but are clear in remembering ones professionalism and themselves!

This one is a must for team leaders, project managers, supervisors, turnpikers, HR people and anyone who works with a wide range of personalities on a team. The material spans industries and Organisation sizes, and strategies are transferable to different workplace cultures and contexts.

Learning Outcomes

By successfully completing this course, students will be able to:

Knowledge and Understanding:

Discover 3 causes of challenging behaviours in the workplace

Identify the early signs of warning before situations become major conflicts

Learn how to differentiate behaviours that need immediate intervention from those that simply need strategic management

Understand your legal and professional obligations when you are recording behaviour instances

Practical Skills:

Use practices that effectively reduce tension in challenging professional encounters

Use tools for healthy boundary setting for positive professional relationships

Provide examples of appropriate records for behavioural events

Use strategic communication approaches for challenging conversations

Positive reinforcement methods may be used to promote behavioural change

Professional Competencies:

Manage self wellbeing and emotion when dealing with difficult individuals

Safeguard your team's morale and productivity when managing disruptive behaviours

Follow the appropriate processes for escalation if self management is not enough

Healthy is the balance of caring and adapting, while maintaining healthy professional boundaries

What You Will Learn

Module 1: Understanding Difficult Behaviours

Underlying reasons for difficult workplace behaviours eg stress, overload, lack of skills in communication

Typical Stalling Traits: The Interrupter, The Excuse Maker, The Dodger, The Underminer

Discerning the deliberate disorganising from the unconscious guiding role perception has in behaviour decisions

Cultural and generational determinant of behaviour in the workplace

Module 2: Early Intervention Strategies

Reading the body language of confrontation before it happens

Proactive communication skills to shift negative energy

Establishing a psychological safe Environment to prevent defensive behaviours

Good timing for dealing with behavioural questions

Module 3: De escalation and Conflict Resolution

Appropriate steps for deescalating when in heated workplace moments

Listening actively, in a manner that reduces tension and shows respect

Regulating your own emotions in difficult interactions yourself

When to take a break and when to confront the issues right away

Module 4: Professional Communication Skills

Approach to having hard conversations with integrity and heart

Wording for less defensiveness and more cooperation

The art of setting and holding boundaries and not losing relationships

Providing constructive feedback that talks to the behaviour rather than the personality

Module 5: Documentation and Escalation

Correct formats for recording behavioural occurrences and patterns

Knowing when something needs to go to manager or HR

The development of worthwhile escalation cases without selling out professional integrity

Observing the rules of your Organisation and the individual involved

Module 6: Reinforcement, Behaviour Change, and Responding with More Than One Form of Consequence

The use of RECOGNITION and PRAISE to reinforce better behaviour

Developing mechanisms of accountability to enable change in behaviour

Creating team environments that promote behaviour to be less disruptive by nature

Observing success and keeping the focus on progress

Building our Own Personal Resilience and Self Care

Ways to deal specifically with difficult characters

How to keep your cool and manage tricky behaviours without ruining your professional name

Energy Management: How to protect your energy and save yourself from burning out emotionally

Create networks of support within your work place

Course Delivery Method

An interactive workshop which includes theory learning, role plays, case study analysis and group discussions. Delegates practise with realistic workplace scenarios that replicate everyday gripes so that they go away confident in implementing what they've learnt.

Assessment and Resources

Included with the course is complete resource package which comprises the quick references, conversation templates and documentation frames. Scenarios will test your practical knowledge and are included in the workshop to help focus learning after the event.

Concluding Remarks

This is a course which changes the way that professionals work with the workplace and workplace challenges by providing ethical strategies that delegates can use for managing difficult behaviour. So instead of cringing when you see your co worker approaching, or tiptoeing around the issue you're free to resolve with the assurance of professionalism and respect. The skills they learn go beyond immediate problem solving to build more positive, productive workplace cultures where everyone can thrive. Attendees regularly say that they feel empowered, less stressed or much more capable when confronted with workplace related issues at work.