Dealing with Difficult Behaviours - Adelaide
Managing Challenging Behaviours Course Outlines
Written by Dr. Marcus Clarkson
Course Overview
There are always people in a workplace whose behaviour is causing problems for teams and leadership. This holistic training package addresses one of the most prevalent challenges for workplaces in Australia today how to manage and respond to difficult behaviours in the workplace!
Based on fifteen years of management training practice in a range of Australian industries, this course offers real world tools and techniques for identifying, confronting, and dealing with difficult workplace behaviours. Instead of abstract theories, they will be taught through real life situations that they can and do encounter every day, learning solutions that are scientifically proven to result in positive outcomes for all concerned.
Rather than relying on traditional disciplinary approaches that often fail with skilled employees, we focus on understanding the psychology behind these patterns and develop professional level optimum responses that have the impact of easing the way and maintaining a functional work environment.
Curriculum Based Learning Outcomes
At the end of this training the participant will be able to:
Result 1: Behavioural Assessment and Recognition
Separate temporary stress reactions from ongoing problematic patterns
Recognise the warning signs that difficult behaviours are about to get worse
Identify and classify various types of difficult colleagues and their patterns of behaviour
Outcome 2: Strategic Response Framework
Use a systematic process to consider intervention level decisions
Take immediate steps towards de escalation in conflict situations
Adopt theory based communication practices for behaviour change and use theory based communication strategies for targeted behaviour
Outcome 3: Professional Communication Skills
Have hard conversations with courage and confidence
Record behavioural events as required for the Organisation
Establish and enforce professional boundaries that facilitate change in behaviour
Result 4: Protecting the Team and Self
Protect your own mental health when dealing with tough relationships
Support staff with challenging behaviour influences
Promote organisational cultures of prevention that reduce unhealthy patterns
Result 5: The escalation and resolution processes
Decide when you must call HR and when you must manage yourself
Effectively follow through on behaviour agreements and expectations
Adopting a long term approach to ensuring behaviour changes last
What You Will Learn
Module 1: Understanding Difficult Behaviours
The mind games of the chronic complainer, boundary pusher and creator of conflict at work
Why conventional remedies such as "ignore it" or "kill them with kindness" do not work
Identifying instances of conflicts of personality versus behaviors that are actually disruptive
Workplace behaviour and the influence of culture and generation opportunities for improvement in workplace behaviour expectations
Module 2: Assessment and Documentation
Creating objective behavioural observation records
Building evidence about performance conversations
Legal aspects of behavioural documentation
Developing cases for formal intervention where it is necessary
Module 3: Direct Communication Techniques
Specific dialogue frames to approach typical challenging behaviours
For civil discussions about all things professional, use proper communication instead of personal attacks if you want to maintain professionalism
Special techniques of effective listening: Defusing defensiveness with active listening
Communicating with clear expectations and consequences in testable properties
Section 4: On the Edge: De escalation and Boundary Setting
How to respond to hot situations quickly
Maintaining professional composure under pressure
Creating personal and professional boundaries that preserve health
Steering negative talks to constructive ends
Module 5: Follow up and Prevention
Monitoring behavioural change progress effectively
Rewarding change anyway, without having to patronise anyone!
Developing team cultures that do not accept challenging behaviour
Developing the ability to cope with difficult relationships on a personal level
Module 6: Organisational Integration
When and how to involve human resources correctly
Consistent responses from management
Assisting peers in coping with challenging behaviour
Informing policy for behavioural standards
Assessment and Practice Components
Participants will engage in:
Simulations based on actual work situations
Australian Business cases: an approach
Organising yourself for current tough scenarios
Peer and skills development feedback sessions
Conversation practices followed by on the spot counselling
Concluding Remarks
By arming you with a wide array of strategies and tactics, taking on difficult workplace behaviours is no longer feared, but rather a professional interaction you can undertake with confidence. Attendees feel empowered to confront problematic behaviour before it becomes a bigger problem, leading to better working environments for teams.
The power of the program is in its application, participants walk away with specific tools, conversation templates, and practical strategies that can be used right away. Rather than avoiding confrontation or waiting for problems to resolve themselves, you'll develop the professional skills to address issues head on when necessary.
Crucially, it is about ensuring that everyone has the right to work in a stress free environment unfettered by the burden of others' problematic behaviour. By teaching these critical skills to leaders and team members, I help cultivate workplace environments where productivity and wellness thrive in tandem.
The training course culminates in individual action plans, making sure that everyone knows what the next steps should be for the workplace challenges that are faced by our participants. Support material is constantly updated based on current workplace demands, so trainees and employees can trust that their training investment is a long term path to professionalism and job satisfaction.