Dealing with Difficult Behaviour Training Course

 Registration is closed for this event
As colleagues and professionals, we all must work with each other, and the rewards for doing so are clear. This course will provide new insights and a toolkit of skills to help you manage challenging people and situations.

This course will provide new insights and skills to help you manage challenging people and situations.



  • Personality traits and preferences – different or wrong?

  • Behavioural flexibility – what it is and how to do it

  • Hold up the mirror – self-awareness first – is it me?

  • Behaviours which don’t help

  • Strategies getting back on track (self and others)

  • The role of feedback, coaching and support

  • Peer coaching discussions around particular concerns


Course Content

Difficult and Different - Session 1

  • Introduction (aims and expectations)
  • The communication process (my world, my way)
  • Models – Needs/expectations/values  
  • Social styles (underlying motivation/values)
  • Personal case study – Group work
  • Recognising personal triggers
  • Managing myself/others
    • Emotion, Truth and Choice
  • Building rapport
    • Match, pace, lead
  • Resolve the conflict
    • Discover – Define – Decide  


A more flexilble approach - Session 2

  • Building long term success
    • Begin with the end in mind
    • Managing expectations
  • Creating a Feedback Culture
    • Everyday feedback
  • Assertive behaviour
    • Using S.A.I.D
    • Introduction to Transactional analysis
    • Managing the communication flow


Thoroughly enjoyable and very good for the situation at hand.


The virtual course delivery will involve pre-work and an interactive workshop split into 2 x 3 hour sessions. The workshops will encourage group work and action planning as well as case studies and progress reviews.


Online Course Details

Duration: 2 x 3 hours Credits: 1.9
Max. Delegates: 9 Member Cost: £290+VAT
  Non-member Cost: £435+VAT


August 3rd, 2021 9:30 AM   to   August 5th, 2021 12:30 PM
United Kingdom
Event Fee(s)
Course Fee: £435.00 £ 435.00
URL dealing-with-difficult-behaviour-aug2021
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