February 28


09:30 am - 04:30 pm

Event Category:

Leadership & Management

Click to Register:

Best Training



1 Crimea Road, Winton, BH9 1AP

Winton, England, GB, BH9 1AP


Suitable for 

 This course has been designed with Managers in mind, the content is suitable for anyone that might have to deal with ‘difficult’ behaviours or be placed in situations where they have to influence and adapt to other people. 

 Course Objectives 

  •  Identify the root causes of tension in the workplace 

  • Recognise common triggers and inhibitors of behaviour 

  • Appreciate the Stimulus-Response model and how to adapt to it 

  • Explain the attitude and behaviour cycle and relate it to your own experience 

  • Understand and apply behaviours for defusing/calming situations 

 Course Content 

 Issues, Causes & Consequences of Difficult Type– A look at how issues arise and our own part  

Difficult Behaviour Types – A review of the different types we are likely to come up against and how we might deal with them 

About You – Acknowledging that our own behaviour plays a part in how others respond 

Our Two Minds – A look at our rational and emotional mindsets, how they work and how we can face an ’emotional hijack’ at times 

Stimulus & Response – Demonstrating that we do have the ability to choose our response and ultimately influence the outcome of communication 

Attitude & Behaviour Cycle – How our attitude affects our behaviour and in turn other people’s attitude and behaviour 

Triggers – Determining what ‘sets people off’ and how to avoid the pitfalls 

Communication  A look at the barriers to communication, whether a discussion is based on fact or feeling and choosing the best behavioural approach to deal with each 

Managing Expectations (Emotional Bank Account) – Building a positive basis for relationships and so improving communication with all 

Defusing & Calming – Looking at how situations escalate and methods of ensuring communication takes place from a positive position 

Managing Behaviour Practice – A chance to put all the tools learnt into practice with a full review of the approach 

 This course is funded. To find out if you are eligble for Government funding please call our Business Development Team on 01202 527654