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.
Introduction to this section of the course, highlighting the focal points of the section.
How to identify challenging behaviour at work, and you will reflect on which behaviours you find particularly challenging.
Types of challenging behaviour that staff display at work, with dos and don'ts for each type of behaviour.
Exploring the consequences of challenging behaviour, and a three-point way of addressing such behaviour.
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.
Introduction to this section of the course, identifying the topics addressed in this section.
Understanding how to prepare for difficult conversations, so that during these conversations you can successfully address the challenging behaviour.
Exploring how to demonstrate active listening and distinguishing between different types of questions. These is also an exercise to practise using open questions.
Appreciating the value of three important communication techniques, namely minimal encouragers, paraphrasing, and probing.
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.
Exploring how to support staff who are feeling emotional, whether distressed or angry, to engage in the difficult conversation about managing their challenging behaviour.
Using SMART goals as a way to ensure that the plan to resolve the challenging behaviour is effective.
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.
Introducing a practical task involving reflecting on your strengths and areas for improvement with regard to managing conversations with staff demonstrating challenging behaviour.
Introduction to this section of the course, listing the main learning points.
Examining how to support staff who behave appropriately, when other team members are demonstrating challenging behaviour.
Understanding what team norms are, and the effect they have on challenging behaviour. Exploring how norms impact challenging behaviour.
Exploring how to introduce new norms, and replace current negative norms with new positives ones. Thus challenging behaviour is both addressed and prevented.
Appreciating how managers can sometimes enable challenging behaviour, or allow it to escalate.
Reflecting on how you enable specific challenging behaviour, and identifying the right actions to stop this process.
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.