Handling Difficult Behaviour

Introduction
In your role it is possible you will come up against difficult or unreasonable behaviour. This one-day course provides individuals with the opportunity to scrutinise why difficult behaviour occurs and to explore techniques for difficult situations whilst remaining in control.

Course Content

• Identifying problem behaviours
• Communication styles and effects
• Communicating effectively to diffuse situations
• Strategies to deal with conflict
• Achieving a win-win situation

Suitability

Individuals who need to know how to manage conflict at work and need to equip themselves with skills to deal with conflict and difficult behaviour.
This course outline can be adapted to meet the needs of an organisation, department or team. Details and prices are available on request.

Assessment

No formal assessment.
Candidates will receive a City College Coventry Certificate of Attendance

Progression

• Assertiveness and Self Confidence
• Effective Communication Skills
• People Management Skills for Supervisors