Overview

This online course will help participants to identify difficult behaviour and helps them prepare to deal with it. The 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.

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.

Topics

• Classifying difficult behaviour
• Examples
• The scale of attitudes and behaviours
• Four steps of de-escalation
• Create calm
• Be assertive
• Find a solution
• Involve your manager