Managing Staff with Challenging Behavior
4.3 (6 ratings)
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Managing Staff with Challenging Behavior

Transforming the pain of managing staff into gain
4.3 (6 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
576 students enrolled
Created by Dr Sharon Xuereb
Last updated 3/2017
Current price: $50 Original price: $100 Discount: 50% off
30-Day Money-Back Guarantee
  • 2 hours on-demand video
  • 5 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I 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.
View Curriculum
  • 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.

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 is the target audience?
  • 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.
Curriculum For This Course
25 Lectures
Introduction to the course
1 Lecture 02:14
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

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

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

Consequences of challenging behavior at work

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

Conclusion and takeaways from section 2
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

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

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

Communication techniques for difficult conversations

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

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

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

Identifying and achieving goals

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

Conclusion and takeaways from section 3
Preventing challenging behavior
7 Lectures 31:10

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

Introduction to section 4

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

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

Understanding team norms

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

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

Understanding enabling behavior

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

Reflecting on my enabling behavior - Task 4

Conclusion and takeaways from section 4
1 Lecture 02:07
Course conclusion
About the Instructor
Dr Sharon Xuereb
4.2 Average rating
21 Reviews
1,358 Students
3 Courses
Employee engagement specialist

I believe that, when managed effectively, people can be leaders' biggest resource. I am passionate about getting the best out of staff. Which is why I specialise in increasing employee engagement. I do this by coaching managers on how to engage their teams so they are motivated, efficient, and open to change. I also run several training workshops to equip managers, such as Coaching skills for managers and Managing staff with challenging behaviour.

I am a psychologist with experience in a range of challenging environments, as an employee and as a manager. Besides coaching and training, I have led on consultations, developed policies, and conducted research about motivation and work-related stress and burnout. I have also worked, and continue to do so, with fiver different UK and US universities.