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  • Dealing with Difficult Behavior

    Course objective

    • What Is the Behavior?
    • What Is the Situation?
    • Understanding the Reasons for Difficult Behavior
    • What Is Going on Before, During, and After the Behavior?
    •  How Do You Feel About the Behavior?
    •  What Changes Would Make the Behavior or Situation Acceptable?
    •  Understanding the Reasons for Difficult Behavior
    • Develop tactics that can help manage difficult behavior
    •  Diagnose underlying factors that cause barriers or breakdown of communication
    •  Respond to difficult situations with professionalism and confidence
    •  Examples of Difficult Behavior
    • Underlying Causes of Difficult Behavior
    • Practical Action Section
    • Recognizing your own responses
    • Our Emotional Baggage
    •   Early life experience
    • Unresolved anger, grief and loss
    • Our own prejudices
    • Recognizing your own responses - The person you have most control over is you!
    • Managing Yourself
    •  Be available to support others who may have been through a difficult interaction where possible

    Who Can Benefit?

    • sales & sales support personnel
    • Sales managers, customer services staff.

    Course out line

    • What Is the Behavior?
    • What Is the Situation?
    • Understanding the Reasons for Difficult Behavior
    • What Is Going on Before, During, and After the Behavior?
    •  How Do You Feel About the Behavior?
    •  What Changes Would Make the Behavior or Situation Acceptable?
    •  Understanding the Reasons for Difficult Behavior
    • Develop tactics that can help manage difficult behavior
    •  Diagnose underlying factors that cause barriers or breakdown of communication
    •  Respond to difficult situations with professionalism and confidence
    •  Examples of Difficult Behavior
      • Aggressive/abusive behavior
      • Disruptive behavior
      • Bored, apathetic and disinterested
      • Strange/bizarre behavior
      • Non-attendance
      • Non Compliance
      • Scapegoating/victimization
      • Lack of personal hygiene
      • Personality conflicts - Which aspects?
      • Potential Reasons for Behavior
    • Underlying Causes of Difficult Behavior
      •  Don't want to be there
      •  Disability/health problems, eg. brain injury, psych illness, diabetes
      • Emotionally upset eg. Sad, angry, grieving
      • Inappropriate social skills, eg. Different culture, low self-awareness
      • Low self-esteem
      • Just having a bad day
    • Practical Action Section
    • Recognizing your own responses
    • Our Emotional Baggage
    •   Early life experience
    • Unresolved anger, grief and loss
    • Our own prejudices
      • Personality style
      • Professional insecurities
      • Work stress
      • Home pressures and concerns
      • Just having a bad day
      • Popular Irrational Beliefs
    • Recognizing your own responses - The person you have most control over is you!
    • Managing Yourself
    • Know your buttons or triggers
    • Refer on
    • Recognize you're aroused/upset
    • Consciously calm and relax yourself
    • Take time to choose your response
    • Get another perspective and/or debrief
    • Deal with your feelings
    • Get over it!
    • Prevention and Early Intervention  Prevention
      •  Make environment comfortable and program interesting
      •  Explore students' motivation to be in the group (especially tutorials)
      •  Establish group rules and contracts - boundaries
      •   Involve participants in the decision making
      • Establish a positive relationship and encourage relationships in the group - modelling
    •   Prevention and Early Intervention Prevention
      • Accept that it is OK to express feelings
      •  Listen to and acknowledge students feelings and concerns
      •  Behaviour observation
      •   Be consistent in applying rules and boundaries
      • Re-assess, update
      •  Reward positive behaviour and ignore non-damaging negative
      •  Model appropriate behaviour
      • Initial Techniques for Responding to Difficult Behavior
      •   Keep yourself and other students safe (May need Security to intervene)
      • Don't add to the angst; stay calm, be discreet
      •  Ignore negative, non-damaging behaviour
      •  Communicate your concern clearly. Acknowledge the person's feelings.
      •  Refer back to contracts made earlier
      •   Don't issue ultimatums
      •   Provide the opportunity for time out or a private chat
      •  Assess the impact on others. Seek advice if necessary.
    • Follow up after an incident
    • Documenting the specifics of the incident. Determine the seriousness.
    • Options for action:
      •   University ordinances/policy
      •   Referral to line manager
      •    Meeting to develop behaviour agreement
      •  further training and support for staff
      •   Guidelines for an informal meeting
      • Guidelines for an informal meeting
      • Guidelines for an informal meeting
      •  Sample Behavior Agreement
      •  Self care issues and other support available
      • Recognise the effect an interaction has on you
      • Allow yourself recovery time
      •  Be aware of things that help you to recover effectively and quickly
    •  Be available to support others who may have been through a difficult interaction where possible
    •   Access other helping agencies/support available to you
      •  staff counselling
      • supervisor
      •  HR
      •  Student Services
      •  A Summary Master Plan

    Code Courses Title Date Venue Price Request
    MK12 Dealing with Difficult Behavior
    17 Mar to 21 Mar 2024 cairo Contact-us
    07 Jul to 11 Jul 2024 Istanbul Contact-us
    15 Sep to 19 Sep 2024 KSA -Al-khobar Contact-us
    03 Nov to 07 Nov 2024 cairo Contact-us

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