Managing Staff with Challenging Behavior
4.5 (31 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
711 students enrolled

Managing Staff with Challenging Behavior

Transforming the pain of managing staff into gain
4.5 (31 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
711 students enrolled
Created by Sharon Xuereb
Last updated 3/2017
English
English [Auto-generated]
Current price: $69.99 Original price: $99.99 Discount: 30% off
5 hours left at this price!
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This course includes
  • 2 hours on-demand video
  • 5 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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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.
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.
Course content
Expand all 25 lectures 02:00:45
+ Understanding challenging behavior
6 lectures 29:03

Introduction to this section of the course, highlighting the focal points of the section.

Introduction to section 2
02:05

How to identify challenging behaviour at work, and you will reflect on which behaviours you find particularly challenging.

Preview 03:36

Types of challenging behaviour that staff display at work, with dos and don'ts for each type of behaviour.

Different types of challenging behavior
10:38

Exploring the consequences of challenging behaviour, and a three-point way of addressing such behaviour.

Consequences of challenging behavior at work
08:28

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.

Outlining an action plan to address challenging behavior - Task 1
02:14
Conclusion and takeaways from section 2
02:02
+ Difficult conversations to deal with challenging behavior
10 lectures 56:11

Introduction to this section of the course, identifying the topics addressed in this section.

Preview 02:17

Understanding how to prepare for difficult conversations, so that during these conversations you can successfully address the challenging behaviour.

Preparing for difficult conversations
08:17

Exploring how to demonstrate active listening and distinguishing between different types of questions. These is also an exercise to practise using open questions.

Difficult conversations: Listening and questions
09:24

Appreciating the value of three important communication techniques, namely minimal encouragers, paraphrasing, and probing.

Communication techniques for difficult conversations
05:48

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.

Giving feedback
06:31

Exploring how to support staff who are feeling emotional, whether distressed or angry, to engage in the difficult conversation about managing their challenging behaviour.

Managing emotions
06:19

Using SMART goals as a way to ensure that the plan to resolve the challenging behaviour is effective.

Identifying and achieving goals
08:00

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.

Preview 05:16

Introducing a practical task involving reflecting on your strengths and areas for improvement with regard to managing conversations with staff demonstrating challenging behaviour.

Task 2 - Your strengths and areas for improvement
02:12
Conclusion and takeaways from section 3
02:07
+ Preventing challenging behavior
7 lectures 31:10

Introduction to this section of the course, listing the main learning points.

Introduction to section 4
02:08

Examining how to support staff who behave appropriately, when other team members are demonstrating challenging behaviour.

Staff who do not behave in a challenging way
04:30

Understanding what team norms are, and the effect they have on challenging behaviour. Exploring how norms impact challenging behaviour.

Understanding team norms
08:52

Exploring how to introduce new norms, and replace current negative norms with new positives ones. Thus challenging behaviour is both addressed and prevented.

Introducing new team norms & Task 3
04:19

Appreciating how managers can sometimes enable challenging behaviour, or allow it to escalate.

Understanding enabling behavior
06:19

Reflecting on how you enable specific challenging behaviour, and identifying the right actions to stop this process.

Reflecting on my enabling behavior - Task 4
02:46
Conclusion and takeaways from section 4
02:16
+ Conclusion
1 lecture 02:07
Course conclusion
02:07