Managing Challenging Behaviours

Overview

Communication should be easy. After all, we do it all the time. The reality is that people and their behaviour (good and bad) determine the outcome of every interaction. In this course, we examine what happens when we communicate, where our behaviour comes from and what tactics we can use to influence the behaviour of others. We use simple yet hugely beneficial models, alternate ideas and new thinking, and combine it all to create options that actually work. Prepare for an enjoyable and challenging day.

Course Content

The course investigates the shark-infested waters of challenging behaviours, and delves into intelligence, communication and the brain. It focuses on techniques and theories, including the emotionally intelligent approach, for self talk, mirroring behaviour, tolerance, nerves, and managing issues in the workplace. It includes a wonderful conflict model for participants to apply.

Course Outcomes

By the end of this course attendees should be able to:

• separate behaviours from people
• understand the role of language - both physical and verbal
• understand some key aspects of filters and mental models regarding behaviour, emotion and reaction
• appreciate the roles of Emotional Intelligence and IQ and how they help in managing behaviours
• demonstrate a realisation of who owns the problem
• discuss strategies, ideas and options, and display an understanding of how to apply them

Benefits to your organisation

• more professional approaches to business communication
• increased levels of understanding within teams
• increased ability to focus on the issue and not on the personalities involved

Benefits to you

• realisation of the impact you have on situations
• greater understanding of what you find difficult and what you can do about it
• new ways of looking at conflict and what it really means