Dealing with Difficult & Aggressive Behaviour

Course duration – 1 day

“The first thing to remember about dealing with difficult people is that they think it is you who is being difficult.”

Business scenario

Handling difficult people and situations is one of the most stressful aspects of the modern working environment. This handling difficult and aggressive behaviour course provides a practical guide on how to handle difficult people and situations effectively and ensure successful outcomes. Delegates will examine aspects of human behaviour and review their options when faced with difficult, aggressive or uncooperative people.

Delegates are invited to work through the activities, using their own prior learning and experience of dealing with people. Using their existing skills, this workshop will build on their strengths, help them recognise there is no “right way” to deal with an incident, and to encourage learning rather than blame the culture in the workplace all in a safe and secure environment.

Who will benefit?

This session is aimed at anyone who comes across difficult and aggressive behaviour in the workplace and will need to develop coping strategies.

Course objectives

By the end of the course, delegates will be able to:

• Define difficult and aggressive behaviour
• Identity the triggers for difficult and aggressive behaviour
• Create their own coping strategies
• Plan to promote helpful responses

Course content

• Defining difficult and aggressive behaviour
• Phases of an incident
• Trigger which may provoke an incident
• Responses to the phase of an incident
• Tactics for defusing difficult situations
• Dealing with difficult and aggressive behaviour from colleagues and those senior to you
• Negotiating to minimise differences
• Dealing with conflict – the options
• Non verbal behaviour
• “Games” and how to avoid them Skills for responding to difficult and aggressive behaviour

Course features

During this course delegates will use a variety of learning methodologies, including presentation, role play and discussion forums.