From conflict to co-operation: resolving challenging workplace behaviour
All managers need their staff's co-operation. But sometimes, people seem determined to be contrary - and the longer this behaviour continues, the harder it can be to deal with
This course has been designed to enable you to deal with and manage such challenging behaviour. Through brief theory sessions, activities, self-paced work and facilitated role play, you'll learn to identify how behaviour can be a barrier to effective individual and team performance, and learn positive measures to overcome it. By the end of the day, you'll feel able to ensure that your colleagues are performing effectively, and behaving appropriately.
Areas covered will include:
- Agreement on why problem performance must be dealt with
- Understanding how 'contracting' can be used to agree behaviour boundaries
- Understanding how your personality affects your perception of other people
- Understanding 'ego states', and how they affect ommunication
- Identifying and avoiding common pitfalls associated with dealing with difficult people
- Practice at using your new techniques.
Our trainer
Natasha Goggin is a creative and energetic training professional with more than ten years' experience of designing and delivering performance-improving solutions. Her experience encompasses personal effectiveness and management development in a wide range of environments, from blue chip manufacturing and retail/distribution to local authorities and the voluntary sector.
She is a certified practitioner of NLP, a member of the Chartered Institute of Personnel and Development, and an Associate Member of the Institute of Developmental Transactional Analysis. She combines her knowledge of communication with her varied organisational experience and an accelerated learning approach, to create and deliver impactful and memorable training.
Who should attend?
- All people managers
- All who manage relationships with other stakeholders.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in this fabulous training package, please contact David Ganz, Executive Director of Training and Development Services, to discuss your specific needs on 07921 308823 or by emailing training@hqnetwork.co.uk
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“The executive coaching has been a huge success and extremely beneficial for colleagues individually and the company in general”
Linda Minns, Tristar Homes Limited -
“The HQN training course I attended last week was by far the best training day I have been on in my two years in housing. Fantastic delivery and information, thank you”
Pam Bowley, Housing Officer, Trent and Dove Housing -
“I attended an HQN training course last week and it was the best training day I've ever been on”
Harriet Steventon, Craven District Council -
“I would like to record that I thought the module presented by the trainer yesterday was absolutely superb. It was a good interactive day made all the better by the trainer's people and body language skills. I note a number of yesterday's attendees are still discussing their experience at this course”
Bob Mitchell, Richmond upon Thames Churches Housing Trust -
“I really enjoyed the training event this week, the trainer was fab and a natural presenter/facilitator”
Berni O'Regan, Business Manager - Customer Services, Stevenage Homes Limited -
“I really enjoyed the training session and I must confess it’s the best I’ve been to in many years of employment”
Florence John, The Broadland Housing Group -
“I would like you to pass on my thanks to the trainer who provided the training for the three days. She was excellent; I have never received so much positive feedback following a training course”
Tracey Davidson, Call Centre Manager, Huntingdonshire District Council