Organisation: Track Training Services (UK) Ltd
Category: General Management
Description: Who should Attend:
Those who have to deal with peers, team members, members of the public or anyone who exhibits ‘difficult’ or ‘negative’ behaviour.
Learning Objectives:
By the end of the workshop delegates will be able to:
* Identify the main causes of negative behaviour.
* Identify a range of processes for handling this behaviour.
* Have practised the key skills.
* Deal with the behaviour with increased confidence.
Contents:
* Delegate and tutor introductions.
* Delegate objectives.
* What do we mean by negative behaviour?
* Possible causes of negative behaviour.
* “Have they always been difficult?”
* Causes of inter-personal/organisational conflict.
* Use of Causal Analysis.
* Meeting with the Individual.
* Introduction to Cause and Effect analysis.
* The Key Skills.
* Introduction to Assertiveness.
* If all else fails?
* Discussion of delegate issues.
* Delegate Action Planning.
* Course review and evaluation.
Duration: One day
Price: NA
Contact: Track Training Services (UK) Ltd
6 Elmwood Close
Gnosall
Staffs
ST20 0RR
email:
website:
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