UK: 0844 854 9218 | International: +44 (0)1488 580017
Description
The Dealing with Difficult Behaviour online course focuses on four simple steps that can be used to de-escalate a situation: create calm, be assertive, find a solution and involve your manager.
What topics are covered in this Difficult Behaviour course?
- Classifying difficult behaviour and Examples
- The scale of attitudes and behaviours
- Four steps of de-escalation
- Create calm
- Be assertive
- Find a solution
- Involve your manager
Learning objectives
By the end of the course, trainees will be able to:
- Identify what difficult behaviour is and is not.
- Explain how to calm a situation by showing empathy and sharing your keenness to resolve the problem.
- Explain why it’s critical to be assertive and take charge of the conversation.
- Explain how to find a solution by asking, listing and agreeing on an outcome.
- Recognise when to involve your manager in a situation that has escalated.
Entry requirements
There are no entry requirements.
Course assessment and certification
On successful completion of the final assessment (80% pass mark required), a downloadable certificate is immediately available.
