Business Communication. Sharpen your communication skills.

Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to manage the dynamics of a tough conversation. Hear how to remain calm and keep conversations issue-focused, rather than taking things personally. Learn to take an active-constructive approach to listening, problem-solving and handling others' emotions.

During this interactive course, you'll explore five tools for responding professionally to difficult behaviour. These are active listening, diagnostic questions, accord statements, boundary statements and solution focused questions.

Aims

This is an introductory course for professionals who need to manage disagreements, complaints or 'personality clashes' at work. The techniques covered in this course can be used when interacting with colleagues, direct reports and customers. They can also be used when managing up and influencing when you have no direct authority.

Outcomes

By the end of this course, you should be able to:

• stay calm when handling difficult behaviour or managing disagreements
• speak assertively and respectfully, even in tough situations
• respond to a range of challenging behaviours in ways that de-escalate conflict
• use five communication tools to connect and collaborate in tough situations
• take a win-win approach to resolving differences of opinion.

Content

Handling difficult behaviour assertively

In difficult situations, it’s important to stay calm, responsive and solution-focused. In this session, you’ll learn how regulate your own emotions using the ABCDE process from positive psychology. This will help you communicate confidently and assertively, without becoming defensive or aggressive.

Communication success kit

Discover how to communicate fluently, flexibly and adeptly under pressure. Explore five communication tools which can help you stay in control during tough conversations. These are active listening, diagnostic questions, accord statements, boundary statements and solution focused questions. As you learn each tool, you'll consider how to use it in your own workplace.

Dealing with passive communicators

Passive behaviours include playing victim, failing to make decisions, staying quiet in meetings and passing problems on to others. In this session, you'll learn how to create a supportive conversation and avoid getting caught up in victim-rescuer dynamics. This allows you to collaborate, rather than dominate, when interacting with passive communicators.

Handling passive-aggression

Passive-aggression is a way of communicating hostility covertly. Examples of passive-aggressive behaviour include sarcasm, pointed comments, smart remarks and gossip. Learn a step-by-step process for setting boundaries when these behaviours emerge during challenging conversations.

Dealing with aggression

Aggressive behaviour happens when someone stands up for themselves, but in a way that violates your boundaries. Learn how to stay calm when faced with aggressive behaviour. Use four simple steps to manage the situation calmly and professionally.

Managing conflict constructively

Learn how three principles of win-win negotiation can be used to address conflict professionally. Hear how to separate people from problems, distinguish between needs and positions and pursue fairness as you negotiate positive ways forward.

Intended audience

Suitable for all managers, team leaders, supervisors and individuals wishing to enhance their skills in dealing with difficult people or aggressive behaviour in the workplace.

Delivery modes

• Face-to-face, presenter-taught workshop
• Online workshop via the platform Zoom

Delivery style

This is an interactive course which covers the why, what and how of dealing with difficult behaviour. You’ll learn through a variety of methods including:

• small group discussions
• role plays or simulations
• written exercises in which you will apply key concepts
• Q&A sessions with the trainer.

You will get the most out of this course if you are:

• willing to contribute to group discussions
• confident communicating verbally in small groups
• comfortable participating in role-play style activities.

Materials

Course notes are provided electronically using Dropbox.