This one-day course is intended for HR professionals, team leaders, and managers who want to gain skills and confidence in managing harder-to-manage team members and reports.
The course emphasises the importance of gaining an understanding of where challenging behaviours come from and, by understanding what drives people’s need to challenge, we explore strategies for building better collaboration and experiment with a number of tools for interacting with them to bring about better outcomes.
At the point where it becomes clear that, ultimately, the person is not open to collaborate with you, we then look at what steps to take in advance of considering sanctions or consequences.
Understand where challenging behaviours come from
Gain skills for better collaboration with team members
Know how to progress should collaboration fail
We carry out an in-depth pre-course consultation with you prior to delivery, and then tailor the materials and case scenarios to those specific requirements.
All of our trainers are practising mediators with many years of experience. They are also certified adult educators, meaning you’re in capable hands during your training!
ISO 9001 is the internationally-recognised standard for quality management. You can be sure that all of our training will be carried out in an efficient and quality-focused manner.
At any point following your training, you can get in touch with us to discuss queries and ask for advice. We can also provide you with any forms or documents that you might need.
This one-day course aims to develop an understanding of the roots of challenging behaviours, while also equipping you with the skills to manage them.
At the conclusion of your training, you will be able to:
Identify and understand a range of conflict styles
Understanding positions and interests. How to avoid getting drawn into competition.
More confidently address a challenging approach from an employee
The power of listening first and how to foster a collaborative response.
Give corrective feedback more confidently
Debunking some common myths about feedback and providing a formula for better corrective feedback.
Understand and use a range of recognised types of intervention
Using Heron’s six categories of intervention. Keeping up the collaboration: facilitating rather than solving.
Know what to do when all else fails
Documenting what you have done. Being clear about the consequence of someone’s continuing difficult actions.
Managing the Hard-to-Manage provides you with the skills, knowledge, and confidence to better address behaviours exhibited by difficult to manage staff, team members, and reports.
The definition of 'challenging behaviour' and where it comes from
How to build collaboration as a way to address behaviours
The challenging personality types and knowing how to deal with them
A better way of giving corrective feedback and intervening appropriately
How to know when collaboration has failed and another approach is needed
All of our courses are live interactive events run by a practising mediator who is an expert in the field.
This course includes a combination of:
Custom-made video clips
Lecture and live discussion
Practice sessions with simulated case material
Real-life case studies
The course is delivered face-to-face at your location, or online via Zoom or Teams, where we can use custom-made video material, run small-group exercises, and take part in some case simulations.
Want to find out more or get a quote from us?
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Whether you're interested in a specific course of ours, or if you would just like some friendly advice, just fill out the form and we'll get straight back to you.
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We understand that you may have some queries about the course’s content or about how the training is delivered.
We’ve gathered together some of the most Frequently Asked Questions and have answered them below.