Dealing with difficult situations and behaviours

This course maps to capability: 2, 3
COST Prices include GST and are subject to change
Member
$1,012.00
Group Booking
$1,034.00
Non-Member
$1,078.00

Pre-Course Requirements

  • Participants are invited to bring an example of a difficult issue or behaviour they would like to resolve or manage.

Overview

This workshop is for people who might be struggling with particularly challenging or contentious issues that need to be resolved. Participants learn practical skills and strategies that help strengthen their effectiveness and confidence in dealing with people who are acting in ways that are difficult.

Course Content

This engaging and pragmatic program builds insights and confidence in dealing with difficult issues and behaviours. It helps participants to assess the effectiveness of their current approaches, and to find and use more productive strategies. It contains important insights into why people sometimes behave in a difficult way, and practical strategies for what can be done about it. During the program, participants apply these insights to their own examples and develop strategies they can use immediately.

Course Outcomes

By the end of this course attendees should be able to:

  • recognise commonly used strategies for dealing with difficult issues, and choose and use the most effective strategy
  • use a structured approach for identifying and planning effective solutions
  • set themselves up for success
  • manage the emotional dynamics of people’s frustration and anger
  • help others become more willing to cooperate
  • recognise the drivers of particularly difficult behaviours, and determine what they can do about them
  • explore key insights into how to change people’s behaviours, and plan interventions to achieve the desired changes
  • deal better with negativity and resistance.

Benefits to your organisation

  • challenging and intractable problems resolved more quickly and effectively
  • complaints, grievances and staff stress levels reduced
  • building of staff capacity to develop and implement effective solutions to contentious situations

Benefits to you

  • experience in a range of skills and strategies that you can implement immediately in the workplace
  • ability to deal better with difficult issues and behaviours outside and inside the organisation
  • development of your own individual Action Plan to help you deal effectively with a difficult issue or behaviour of your choosing