Dealing with Difficult Behaviour

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It is said that ‘variety is the spice of life’ but sometimes the range of people we come across can be really challenging.

As colleagues and professionals, we all must work with each other, and the rewards for doing so are clear. But it can require real understanding and a toolkit of skills to make working with some people a success.

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.

Course details

Face to face course details

Duration: 1 Day Member Cost: £320+VAT pp
Credits: 2.1 Non-member Cost: £480+VAT pp

Online Course Details

Duration: 2 x 3 hours Member Cost: £290+VAT pp
Credits: 1.9 Non-member Cost: £435+VAT pp

*Membership from £50+VAT per annum - join now and save on training 

This course is also available in-house, please contact us to discuss your needs.

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