Overview of course
This one day course focuses on the following objectives:
- Analyse why some people are difficult
- Identify different types of difficult behaviour
- Examine their own communication style and the effect this has in a difficult situation
- Identify ways to deal with situations that are difficult
- State their position in an assertive way
The course will run at West Suffolk College or can be delivered on site as bespoke training.
Further course detail
Course content to include:
- Define what difficult behaviour is
- Differentiate between the person and the behaviour, and talk about examples
- Recognise the possible reasons behind the difficult behaviour
- Looking at the Behaviour Iceberg, Belief / Behaviour Cycle to identify why we behave as we do
- Looking at the link between what we see and how we react, and strategies to take more control over our reaction â€“ so we respond rather than react.
- Analyse the Drama Triangle and Transactional Analysis, and some self analysis of our preferred role and ego state
- Analysing the 4 Intents â€“ motivators of difficult behaviour and how to manage these
- How we communicate â€“ how our style can escalate the situation
- Assertiveness â€“ stating our position whilst avoiding conflict
- Analysing different approaches to dealing with different types of difficult individual
The course format will follow a mixture of direct teaching, interactive sessions and group discussions to help delegates to fully demonstrate their learning. Practical activities will be used to relate the subject matter to real life situations so delegates take away tools and actions they can immediately implement.
Delegates will be supplied with a folder of the workshop materials, and develop their own action plan to implement and review.
Days & times
Please contact us for dates and further information