Dealing With Difficult Behaviours

Dealing With Difficult Behaviours

A Comprehensive Training Course

**Overview**

What would happen if your worst enemy at work could actually be your greatest teacher? Why is it that some people seem to flourish in chaos and conflict, and others dread it?

In today's fast moving Business world, challenging behaviours are not just a once in a while annoyance, they're a frequent reality that can upend productivity, deflate team morale, and even drive your most experienced people into a state of utter frustration and defeat. But here's what I've learnt after working with thousands of Australian businesses: it's not that difficult people exist, it's that most of us were simply not taught how to deal with them.

This training will change the way you handle difficult encounters. Instead of tip toeing around tough conversations or finding yourself in the middle of workplace drama, you'll leave with the confidence and tools you need to navigate these moments with grace and purpose. In a nutshell, by employing pragmatic strategies that have real life application, parents discover that challenging behaviours are generally communicating something else: stress, communication breakdown, unmet needs or basic (maybe underdeveloped) emotional regulation.

The course is about practical strategies that cut through in the Australian workplace culture, from the hustle of Sydney's CBD to the lulling whirr of a manufacturing plant in regional Queensland. You'll learn how to keep your cool when others fall apart, set limits that stick, and really resolve differences so you can actually enjoy life the way you deserve to enjoy it.

**Curriculum Based Learning Outcomes**

Upon successful conclusion of the program, participants will be able to:

**Identify and Categorise Difficult Behaviours**

Identify signals that determine the onset of escalating situations

Differentiate among passive aggressive, aggressive, and assertive communication types

Recognise the root causes of the challenging behaviours

**Apply De escalation Techniques**

Use tried and tested calming techniques to talk and calm them down.. Communicate by doing some face to face talking or some silent body language talking.

Use active listening to alleviate tension and create rapport

Select the right answers depending on behaviour type and context

**Establish Professional Boundaries**

How to Set Boundaries Without Being a Jerk, establish boundaries without feeling like a jerk.

Set limits in an assertive yet respectful manner.

Understand when and when not to get involved with difficult situations

**Maintain Personal Composure**

Work on coping mechanisms for high stress situations

Keep personal triggers from fueling work clashes

Practice breathing and awareness empathy to remain centred through challenges

**Transform Negative Interactions**

Shift defensive discussions towards the solution end of the spectrum

Even in conversations about important issues, seek common ground.

Turn Complaints into a Learning Experience From every complaint, take the good and eliminate the bad.

**What You Will Learn**

**Module 1: Understanding Difficult Behaviours**

The psychology of difficult workplace conversations

Standard patterns of behaviour and its causes.

Why stress at work makes you behave badly

Culture and its impact on business conduct in Australia

**Module 2: Recognition and Assessment**

Recognising triggers of behaviour before they reach crisis proportions

Interpreting verbal and non verbal warning signs

Considering your own communication style and any blind spots you have

Creating personalised response strategies

**Module 3: De escalation Mastery**

The CALM approach to heated conversations

Practicing empathy without giving in

Strategic inquiry into the underlying issues

When and how to bring in supervisors or HR

**Module 4: Establishing Limits & Being Assertive**

The contrast of aggressive, passive and assertive reactions

Establishing consequence that will cause behaviour modification

Maintaining professionalism under pressure

Documentation strategies for ongoing issues

**Module 5: Reducing Risks and Building Relationships**

How to develop communication environments that diminish challenging behaviour

Gaining the trust of tough colleagues, customers

Proactive check in procedures to keep small issues from growing into problems

Team dynamics and collective responsibility

**Module 6: Self Care and Resilience**

Navigating the emotional damage of challenging exchanges

Gaining personal resiliency for life's battles that lie ahead

When to call in for support from a colleague or management

Keeping cool when the heat is on at work

**Concluding Remarks**

Why should managing impossible people suck your energy and ruin your day? This workshop gives you step by step solutions field tested tools and processes that transform difficult situations into learning experiences and positive behaviours that build your professional skill set and strengthen your working relationships.

They walk away with an expansive toolkit complete with de escalation scripts, boundary setting models, and self assessment templates. But more importantly, they gain the confidence to address difficult behaviours proactively, rather than reactively.

The coursework includes evidence based psychology methodologies and Australian workplace practice, so that the techniques can be immediately applied across any industry and occupation. If you are a team leader, Customer service representative or a senior executive, these skills will help improve your professional performance and overall wellbeing.

Offered in Sydney, Melbourne, Brisbane, Perth, Adelaide and Online.

Turn your most difficult workplace encounters into your greatest professional strengths.