Managing Challenging Behaviours Training
Dealing with challenging behaviours from difficult customers and co-workers is something nobody likes to face but must be prepared to handle every day at work.
There are many types of difficult customers. Some do not know what they want. Some simply talk non-stop. Some speak as if they know everything. Some are unreasonably demanding. Some are overly detailed. Some are just angry for no apparent reasons. Some like to scream. Some are abusive.
Within an organisation there are also different challenging behaviours amongst colleagues. These co-workers include bosses, superiors, peers, subordinates. There are bad-tempered colleagues who lose their temper at a slightest challenge. The ‘know-it-all’ who would insult your self-esteem, the ‘yes’ people who would agree to the most unreasonable request, the whiners who would grumble round the clock, and many more.
This workshop will provide the opportunity for participants to learn how to manage challenging external customer behaviours and enhance internal working relationships. They will learn techniques to manage these difficult people and challenging situations. They will be taught techniques to systematically identify the symptoms, causes, outcome, resources and effects of their relationship issues. They will also learn to recognise conflicts that they have, and identify some of the resources they will need to acquire to deal with challenging situations.
Duration: 2 Days
Managers, executives, supervisors, service agents, front-line customer service / support staff as well as staff in back-up and support roles from both the manufacturing and service (including banking and finance, logistics, healthcare, government and public service) sectors
Upon completion of this program, participants will be able to:
• Appreciate the different mindsets of people and how it is formed
• Manage emotional states using emotional intelligence methodology
• Demonstrate professionalism when dealing with challenging external customer situations
• Interpret the different difficult customer behaviours and demonstrate appropriate techniques to deal with them.
• Apply specific defusing technique when engaging with a difficult customer.
• Use perceptual positions strategy when dealing with internal challenging situations
• Recognise and adapt to the 4 prominent behaviours in organisations
• Identify and manage the common challenging behaviours at the workplace
• Use a simplified SCORE model to analyse conflict situations
• Communicate to build bridges and resolve workplace conflicts/issues
• Apply the 5 conflict negotiation styles when dealing with challenging behaviours
• The “Mindset”
Participants will learn that we see the world as we are, not as it is. They will learn about mindsets and how it is formed. They will understand that when people see things from their own perspective, the meaning is transformed.
• Using Emotional Intelligence
The power of being detached and exercising self-control is paramount when dealing with difficult behaviours. The participants will learn emotional intelligence techniques to manage their emotional state and be in control of their own emotional reactions.
• Challenging External Customer Behaviours
Difficult customers do not necessarily mean they scream or abuse staff. Some difficult customers do not know what they want. Some simply talk non-stop and some speak as if they know everything. There are also the demanding types, the detailed and angry customers.
• Defusing Techniques for Overcoming Difficult Situations
Time is an essence when dealing with difficult external customers. There is no short cut and a systematic approach is critical to defuse the challenging situation. Participants will learn at least 2 defusing techniques and apply these techniques in role-plays that will be conducted.
• Using Perceptual Positions
Participants will learn a technique of placing themselves in other people’s positions and view issues from other’s perspectives. This will enable them to understand the behaviours of others and to deal with these differences of opinions more calmly and professionally.
• The 4 Common Personalities in Organisations
Through a case study, participants will be able to identify common personality differences. They will be able to associate their own behaviours to one of the characters in the case study.
• Common Challenging Behaviours
In this session, participants will get to appreciate different challenging behaviours in organisations. These behaviours include those who lose their temper at a slightest challenge, the ‘know-it-alls’, the ‘yes’ people, the whiners etc. They will learn techniques to manage these people and situations.
• The SCORE Model – Analysing Challenging Situations
The SCORE model helps participants to systematically identify the symptoms, causes, outcome, resources and effects of their relationship issues. This model can be used not only to recognise conflicts that they have, it can identify some of the resources they will need to acquire to deal with a challenging situation.
• Communicating to Build Bridges
Participants will learn communication techniques that will help to resolve workplace conflicts and issues. They will learn to use proven steps to accept criticism and provide feedback in a positive way.
• Conflict Negotiation Styles
The most effective way to negotiate with people in a conflict situation is to think “win-win”. Participants will learn various styles to resolve differences and the advantage and the disadvantage of these styles.
You may be interested to explore our Soft Skills Training programmes.