Dealing with Difficult Behaviours

This one-day course examines your natural responses to difficult behaviour and teaches the necessary skills that will give you the confidence to manage these problematic behaviours professionally and reduce your stress levels.

 

Overview

One of the major causes of workplace stress is working and dealing with people who display difficult behaviours. These people can be your customers, peers and even your immediate boss. The typical natural reaction is to either avoid or to match the behaviour, neither solve the behavioural issues, and both have the potential to make the situation worse.

This one-day course examines your natural responses to difficult behaviour and teaches the necessary skills that will give you the confidence to manage these problematic behaviours professionally and reduce your stress levels.

What’s covered

  • How to understand yourself and others
  • Communicate more effectively to maintain normality
  • Recognise when you are climbing your ladder of inference
  • Understand why people display difficult behaviours
  • Use Emotional intelligence skills to remain calm in stressful situations
  • To act assertively to gain respect from people displaying difficult behaviours
  • Know the steps to de-escalate aggressive behaviour
  • Recognise conflict and deal with it appropriately

Who's it for?

  • Team leaders or emerging leaders
  • Anyone who deals with people in their role
  • Those who want to increase and enhance their interpersonal skills
  • Anyone who finds it challenging to deal with difficult people
  • Those who want to learn how to become a more effective leader, manager, or team member

Outcomes

  • Recognise how our own attitudes and actions impact on others
  • Adopt new and effective techniques for managing negative emotions
  • Use coping strategies for dealing with difficult people and difficult situations
  • Identify those times when you have the right to walk away from a difficult situation
  • Gain greater confidence in dealing with difficult behaviour

Facilitator

Pat Stanley

For over 17 years, Pat has worked as a national training facilitator, bringing over 30 years of diverse experience, expertise, knowledge and insights. Her studies in psychology, human behaviour and mediation and leadership have underpinned her success, and she is passionate about passing on her knowledge to others.

Her experience has included working with people and teams in the not-for-profit, commercial and public sectors throughout Australia and beyond. Pat is widely acknowledged as a passionate facilitator who always delivers informative, interesting, enjoyable and relatable courses.

Details

Time

09.30 a.m. - 3.30 p.m.

Location

All CBD locations. Specific venue details are provided when you book

Fee

$420 ex GST

What you get

Lunch and refreshments (dietary requests taken upon booking)
Full set of electronic notes
Post course support (6 months)

 

 

Upcoming dates

Click on your preferred date to book

New South Wales


  • Dealing with Difficult Behaviours Course
    25-05-2021
    9:30 am - 3:30 pm

Time: 9.30am – 3.30pm Overview One of the major causes of workplace stress is working and dealing with people who display difficult behaviours. These people can be your customers, peers and even your immediate boss. The typical natural reaction is to either avoid or to match the behaviour, neither solve the behavioural issues, and both (more…)

Queensland


  • Dealing with Difficult Behaviours Course
    23-06-2021
    9:30 am - 3:30 pm

Time: 9.30am – 3.30pm Overview One of the major causes of workplace stress is working and dealing with people who display difficult behaviours. These people can be your customers, peers and even your immediate boss. The typical natural reaction is to either avoid or to match the behaviour, neither solve the behavioural issues, and both (more…)

Victoria


  • Dealing with Difficult Behaviours Course
    04-06-2021
    9:30 am - 3:30 pm

Time: 9.30am – 3.30pm Overview One of the major causes of workplace stress is working and dealing with people who display difficult behaviours. These people can be your customers, peers and even your immediate boss. The typical natural reaction is to either avoid or to match the behaviour, neither solve the behavioural issues, and both (more…)

In-house course enquiry

If you prefer, we can conduct any of our courses specifically for your staff and at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants.

Call us now for in-house/onsite enquires
1300 212 212

Onsite enquiry

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