Managing Challenging Behaviour in business

Overview

This course will help you learn how to effectively de-escalate conflict and manage challenging people. You will gain valuable insights into how to deal with difficult people and learn why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work. By the end of this course, delegates will be more effective in managing and responding to behaviours. 

Course Syllabus

• Consider the cause of challenging behaviour 
• Behaviour scenarios
• Common functions of behaviour
• Active listening
• Resolving conflicts
• Factors that may influence behaviours
• Understanding frustration, fear and anger