Dealing with Challenging Behaviour
Duration: One Day
Who is it for?
This course is ideal for those wishing to develop a deeper self-awareness and awareness of others, and to develop techniques to diffuse and manage difficult situations.
Objectives
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Understand your personal strengths in relating to others
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Identify the communication needs of others and respond effectively
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Take control of situations and get the best possible outcome
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Dealing with conflict – handling difficult situations without emotions
Course Outline
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What makes others challenging
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Understanding rigid views and opinions
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Looking beyond behaviour
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Different motivational styles and their impact (using the Strength Deployment Inventory® tool)
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Understanding how you and others react when in conflict with your values
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Techniques for dealing with emotional situations
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Effective questioning and listening techniques
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Dealing with emotional and challenge both face to face and on the phone
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Effective body language for face to face communication
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Flagging and signposting to replace body language on the phone
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Use of strategies, core phrases and saying ‘no’
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Practical case studies and scenarios to consolidate learning
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Action planning
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