Handling difficult interactions

One day

Overview

Organisations are often confronted with inappropriate and challenging behaviour, forcing a response from staff and others. Whether as a result of unresolved conflict between colleagues or customer demands, challenging behaviour can be a source of stress and create confusion in the required response. This practical session aims to define inappropriate behaviour and develop the skills of participants to respond in a way which reduces the risk of further conflict. With an emphasis on staying in role and taking care of oneself, the session combines theory and real life examples to assist participants to respond effectively.

Intended Outcomes

Participants will gain new knowledge regarding:

• Theoretical concepts of the motivation for inappropriate behaviour, including exploration of the role of mental health
• Awareness of own typical reactions and difficulties with threatened or real conflict
• Responding constructively rather than reactively

Course Content

• Theoretical presentation
• Identification of typical reactions to difficult interactions, including the challenges associated with staying in role
• Strategies for responding constructively

Learning Approach

This workshop will be interactive with opportunities to discuss, learn and practise in a non-threatening environment.

Handouts