Dealing with difficult?

We provide training in dealing with difficult behaviours, conversations, situations and 'personality styles'. Build awareness and confidence in how to defuse emotional situations and manage crucial conversations.

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Dealing with Difficult Behaviours

Working in a role that is characterised by high levels of intense client contact can often be both rewarding and challenging. Team members may frequently be required to deal with strong emotional reactions, difficult behaviours in clients and manage challenging conversations in a professional and confident manner. The same type of situations can occur within teams and require peers or managers to deal with uncomfortable conversations and behaviours at work.

With appropriate training and support, individuals and teams can increase their sense of confidence and control over these types of situations, and manage them more effectively.

Our interactive training typically covers the following types of topics:

Understanding the context of your work and the types of difficult behaviours and conversations likely to arise
Understanding why some people display difficult and emotional behaviours
The psychology and neuroscience of stress and conflict
Reframing the difficult person
Managing personal triggers and reactions
Maintaining empathy and composure in the face of challenge
Defusing emotions and maintaining the relationships
Deescalating and withdrawing from anger and aggression
How to deal with distress, tears and panic
Conversation tools for challenging situations
Team approaches to difficult behaviours
Tips on what to do and say in difficult and tricky situations
Sources of support
Tools for handling particular conversations

Benefits

Build competence, confidence and composure in your workforce.

Build essential defusing skills

Build confidence and resilience

Reduce likelihood of incidents

Increase customer satisfaction

Increase sense of staff support

Reduce costs of stress and claims

Find out more...

ASK YES how we can help your people deal with difficult situations and maintain effective relationships