Dealing with Challenging Behaviour and a Difficult Situation

Challenging behaviour and dealing with difficult customer situations is dealt with, not on the words that are said, but also on our emotional approach.

If an individual is feeling angry, threatened, unfairly criticised, or upset, this will be communicated to the other person regardless of the words said.

Content Overview

Challenging behaviour training and dealing with difficult customers will include:

• Help to identify and understand challenging behaviour and difficult customer situations, working in small groups to look at difficult situation examples

• Through a debrief identify the potential reactions to challenging behaviour and difficult situations and the costs of these reactions

• Understand perception - an activity to highlight that although we all see the same situation we hold very different perceptions of it

• Jigsaw Discovery Tool - participants will be guided along their personal journeys of discovery to increase their awareness of self and understanding of how their actions and behaviours are perceived by others, helping to understand how best to deal with challenging behaviour and difficult customer situations

• An introduction to nine types of challenging behaviour and a difficult situation

• Practical strategies to deal with challenging behaviour and a difficult situation

• Three steps to assertiveness – through developing assertiveness techniques

• Assertiveness skills, how to say no and mean no

Duration

Dealing with challenging behaviour and difficult situations is a one-day programme.

Benefits

Through dealing with challenging behaviour and difficult situations, learners will:

• Have the confidence to deal with a difficult situation and challenging behaviour

• Have a fresh insight into why people become difficult

• Develop practical strategies for dealing with a difficult situation and challenging behaviour

• Be able to put sound psychological knowledge to practical use

• Be more effective in dealing with a difficult situation and challenging behaviour

Who should attend?

Anyone who has faced difficult behaviour and a challenging situation in the past or is likely to in the future should attend Dealing with Challenging Behaviour and a Difficult Situations.