Dealing with Difficult Behaviour Training

A practical course to improve workplace and customer rapport

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Employee dealing with difficult behaviour

Dealing with Difficult People Course

Practical skills for dealing with difficult behaviour in the workplace and from customers.

Our one-day ‘dealing with difficult people’ training course covers strategies and techniques to manage difficult behaviour, producing positive outcomes. Also available in truncated form, as a half-day course.

The aim of this training is to provide individuals with the skills and strategies to enable them to address difficult behaviour in the workplace.

The course provides delegates with the opportunity to work on their own work situation, where they want to handle the bad behaviour more effectively. This enables them to leave the training equipped with some effective, practised strategies for achieving a more successful outcome.

See course overview

The dealing with difficult people course gives delegates a valuable insight into why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work.

In addition, we also provide dealing with difficult customers training for people who experience difficult behaviour from their clients.

Course objectives

By the end of this one-day training course, the participants will have:

  • Considered the causes of challenging behaviour
  • Recognised different behaviour types and how to deal with them
  • Learnt techniques to deal with difficult or angry people
  • Delivered feedback assertively
  • Identified the best strategies for addressing a current difficult behaviour

See course overview

Understanding behaviour and what makes behaviour difficult

  • What is behaviour
  • Current behavioural challenges
  • What causes difficult behaviour
  • Factors affecting our behaviour and how attitudes are formed
  • Communication misunderstanding
  • Presentation, small group exercise, facilitated group discussion

Building a toolkit for dealing with difficult behaviour

  • Introducing the ‘Difficult Behaviour’ Toolkit
  • Current behaviour management strategies and techniques
  • Facilitated group discussion

Different behaviour types and how to deal with them

  • Appreciating the impact of the different styles of behaviour on each other
  • Strategies for responding to different behaviour styles
  • Resolving conflict in a constructive way
  • Facilitator presentation, small group exercise, facilitated group review

Using assertive communication

  • Steps to becoming more assertive
  • Using assertive language
  • Finding ways of saying ‘no’
  • Importance and impact of our non-verbal language
  • Facilitator demonstration, pairs exercise, Metaplanning exercise and facilitated group review

Handling and defusing conflict and emotions

  • Our reactions to conflict and difficult behaviour
  • Conflict styles questionnaire -Thomas Kiln Model
  • Summary of conflict styles
  • Defusing difficult emotions, particularly anger
  • Individual questionnaire, presentation, pairs practice exercise, facilitation

 Giving Constructive Feedback

  • Importance of feedback
  • Guiding principles for giving feedback
  • Group exercise, presentation, pairs practice exercise

Practice sessions

  • Review of ‘Difficult Behaviour’ toolkit
  • Selecting behaviour management strategies and techniques for participant’s own difficult situation
  • Group review, small group practice sessions with feedback

Action planning and reflection

  • Review of learning and action planning, course feedback
  • Individual reflection and action planning exercise, facilitated group review

The dealing with difficult behaviour training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading on dealing with challenging behaviour effectively
  • A colour printed workbook with behavioural management tips, techniques and space for personal notes

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