Managing Difficult Behaviour
Also known as difficult behaviour training or behaviour management training, this course covers difficult behaviour arising within the organisation and with customers and clients.
The course includes
- Recognising difficult behaviour and signs of other issues that may need different responses
- Separating difficult demands from difficult behaviour and model assertiveness
- Using techniques for delivering bad news
- Introducing self-questioning of established opinions
- Recognising and challenging under and over confidence
- Reducing or avoiding difficult behaviour when giving staff important messages
- Using techniques to deal positively with angry customers and remain calm
