Managing Difficult Behaviour-People

"This will provide you with the knowledge to appreciate the reasoning behind what we might consider difficult behaviours (people), the tools to manage difficult behaviours in the workplace.

• Identify the root causes of tension in the workplace.
• Recognise common triggers and inhibitors of behaviour.
• The Stimulus-Response model.
• The attitude and behaviour cycle.
• Demonstrate behaviours for calming or defusing situations."