Developing Personal & Professional Skills

Developing Personal & Professional Skills - Managing Difficult Behaviours Training Course, Staffordshire, Midlands

"Managing Difficult Behaviours"


“Is This You?”


“I avoid confrontation.”

“I don’t like dealing with difficult clients or customers.”

“I get anxious in tricky situations.”

“I wish I could deal with challenges positively.”

“If So This Course Is For You!”


We all come across challenging behaviours both at work and in life in general. From time to time we meet people who, for example, argue, refuse to communicate with us, behave as if they know it all, are indecisive or complain.

Why do we find these situations difficult?

What helps?

What hinders us?

Lets find out and learn ways to communicate effectively even in these challenging situations.


“What Will You Gain From This Course?”


By the end of the day you will have:

  • Identified a range of challenging behaviours and the impact of these on others.
  • Explored how we feel and behave when challenged.
  • Understood why people behave as they do.
  • Described what can help or hinder communication in challenging situations.
  • Listed the skills and qualities needed to manage difficult behaviours.
  • Practiced communication skills that help us to manage challenges effectively.
  • Understood how assertive behaviour can help deal with tricky situations.
  • Implemented techniques for managing challenging behaviours.


“The Day Is Very Practical And You Will Leave With Lots Of Useful New Skills And Techniques. On The Day We Will Cover:”


  • The features and behaviours demonstrated by a range of challenging people.
  • The impact of challenging behaviours on you, the team, customers, clients and the organisation.
  • Models of why we feel and behave as we do including transactional analysis.
  • Learning to identify and avoid those things that make the situation more difficult, for example becoming defensive, making fun of a behaviour and so on.
  • Communication skills that will help you manage challenging situations effectively, for example listening and questioning, body language and facial expression, voice tone, empathy and planning.
  • The opportunity to try out practical techniques for dealing with challenging behaviours including those associated with assertive behaviour, including empathy, negotiation, signposting and fogging.
  • A range of situations where you can practice your skills
  • Developing an action plan for taking your skills back into life and the workplace.


“What Are You Waiting For... Contact Us Now To Book A Consultation & Learn More About This Course!”


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