Dealing with Difficult Behaviours - Online

Dealing with Difficult Behaviours - Online

You know that moment when someone walks into your workplace and instantly shifts the energy? Whether it's the colleague who always finds fault with every idea, the client who raises their voice at the first sign of inconvenience, or the team member who seems determined to undermine every meeting. We've all been there, walking on eggshells around these behaviours, hoping someone else will deal with it, or worse, letting it escalate until it affects everyone's productivity and morale.

Here's the thing - difficult behaviours aren't just a personality clash that you have to tolerate. They're manageable situations that, with the right approach, can actually be turned around. I've seen teams transform their dynamics completely once they understood how to address these challenges head-on, without making things worse or creating unnecessary drama.

This training isn't about changing people's personalities or becoming a workplace therapist. It's about giving you practical tools that work in real situations. You'll learn how to recognise the difference between someone having a bad day and patterns of behaviour that need addressing. We'll cover everything from the passive-aggressive colleague who never quite says what they mean, to the openly hostile customer who thinks volume equals validity.

Most importantly, you'll discover how to protect your own energy and maintain professionalism even when others aren't. We'll explore techniques for de-escalating tense situations before they spiral out of control, and how to have those tough conversations that actually lead to positive change rather than defensive reactions.

The strategies we cover work whether you're dealing with difficult behaviours face-to-face or managing challenging interactions through digital channels. You'll walk away with confidence knowing you can handle whatever personality types come your way.

What You'll Learn:
How to identify the root causes behind challenging behaviours instead of just reacting to symptoms
Proven de-escalation techniques that calm situations down rather than fuel the fire
Scripts and phrases that redirect negative conversations toward productive outcomes
Strategies for setting boundaries that people actually respect without creating conflict
Methods for staying calm and professional when others are losing their cool
Ways to document incidents properly so you're protected if situations escalate
Techniques for giving feedback that changes behaviour instead of creating resentment
How to differentiate between behaviours you can influence and those that require management intervention

The Bottom Line:
Nobody should have to dread coming to work because of difficult people. After this session, you'll have a toolkit of handling office politics and challenging behaviours that actually gets results. You'll spend less mental energy worrying about these interactions and more time focusing on what you do best. Plus, your colleagues will notice the difference when you start navigating these situations with confidence and skill, making you the person others turn to when they need help managing their own difficult encounters.