Managing Staff with Challenging Behavior

Name: Managing Staff with Challenging Behavior
Rating: 4.4 (60 reviews)

Transforming the pain of managing staff into gain

Created bySharon Xuereb

Last updated 3/2017

English

What you'll learn

Understand the negative consequences of challenging behavior.
Identify challenging behavior before it escalates.
Address challenging behavior, through effective conversations with staff.
Develop positive norms in the team, preventing challenging behavior.

Course content

5 sections • 25 lectures • 2h 0m total length

Introduction2:14

Introduction to section 22:05
Introduction to this section of the course, highlighting the focal points of the section.
What is challenging behavior?3:36
How to identify challenging behaviour at work, and you will reflect on which behaviours you find particularly challenging.
Different types of challenging behavior10:38
Types of challenging behaviour that staff display at work, with dos and don'ts for each type of behaviour.
Consequences of challenging behavior at work8:28
Exploring the consequences of challenging behaviour, and a three-point way of addressing such behaviour.
Outlining an action plan to address challenging behavior - Task 12:14
A practical task to reflect on what you have learnt so far, and how you can translate that into practical actions to manage staff with challenging behaviour.
Conclusion and takeaways from section 22:02

Introduction to section 32:17
Introduction to this section of the course, identifying the topics addressed in this section.
Preparing for difficult conversations8:17
Understanding how to prepare for difficult conversations, so that during these conversations you can successfully address the challenging behaviour.
Difficult conversations: Listening and questions9:24
Exploring how to demonstrate active listening and distinguishing between different types of questions. These is also an exercise to practise using open questions.
Communication techniques for difficult conversations5:48
Appreciating the value of three important communication techniques, namely minimal encouragers, paraphrasing, and probing.
Giving feedback6:31
Giving appropriate feedback is crucial to help staff improve their behaviour. In this lecture we focus on giving specific feedback in a way that the person takes it on board.
Managing emotions6:19
Exploring how to support staff who are feeling emotional, whether distressed or angry, to engage in the difficult conversation about managing their challenging behaviour.
Identifying and achieving goals8:00
Using SMART goals as a way to ensure that the plan to resolve the challenging behaviour is effective.
Following up on difficult conversations5:16
How to ensure that the goals identified, aiming to resolve challenging behaviour, are implemented so that the challenging behaviour is addressed once and for all.
Task 2 - Your strengths and areas for improvement2:12
Introducing a practical task involving reflecting on your strengths and areas for improvement with regard to managing conversations with staff demonstrating challenging behaviour.
Conclusion and takeaways from section 32:07

Introduction to section 42:08
Introduction to this section of the course, listing the main learning points.
Staff who do not behave in a challenging way4:30
Examining how to support staff who behave appropriately, when other team members are demonstrating challenging behaviour.
Understanding team norms8:52
Understanding what team norms are, and the effect they have on challenging behaviour. Exploring how norms impact challenging behaviour.
Introducing new team norms & Task 34:19
Exploring how to introduce new norms, and replace current negative norms with new positives ones. Thus challenging behaviour is both addressed and prevented.
Understanding enabling behavior6:19
Appreciating how managers can sometimes enable challenging behaviour, or allow it to escalate.
Reflecting on my enabling behavior - Task 42:46
Reflecting on how you enable specific challenging behaviour, and identifying the right actions to stop this process.
Conclusion and takeaways from section 42:16

Requirements

Students need to have experience working in teams.
Students need to be open to resolve challenging behavior, leading to a win-win outcome for manager and employee.

Description

This course will equip managers with skills needed to manage staff with challenging behavior. We will explore different types of challenging behavior, and the consequences of letting them go unchallenged. There will be a strong focus on how to prepare, conduct, and follow-up difficult conversations with staff displaying challenging behavior. Students will learn how to identify helpful and unhelpful norms in their teams, and how to develop positive norms, so as to prevent challenging behavior.

The course is 3 hours long. This includes lectures and tasks. Students are strongly encouraged to complete these practical tasks, so as to apply learning to their reality.

Who this course is for:

This course is designed for managers, supervisors, team leaders, and others in a leadership position. It is helpful for those managing teams where some staff display challenging behaviour, e.g. being unmotivated, bullying others, not completing their tasks.
It is less useful for those whose colleagues display challenging behavior.

Managing Staff with Challenging Behavior

What you'll learn

Explore related topics

Course content

Introduction to the course1 lecture • 2min

Understanding challenging behavior6 lectures • 29min

Difficult conversations to deal with challenging behavior10 lectures • 56min

Preventing challenging behavior7 lectures • 31min

Conclusion1 lecture • 2min

Requirements

Description

Who this course is for: