Dealing with Difficult Behaviour

This Dealing with Difficult Behaviour online course is designed to equip participants deal to with difficult behaviour.

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Course duration

45 minutes

Course delivery

Self-paced

Available for

Individuals, organisations

CPD

0.5 CPD Points

Price

€20 pp (group discounts apply)

Screenshot showing the title slide of Dealing with Difficult Behaviour online course.

Course description

Dealing with Difficult Behaviour aims to help participants identify difficult behaviour and be able to deal with it. It aims to help participants identify when to involve their manager.

Interactive eLearning

Certificate of completion

Your learning experience

This self-paced online course allows participants to practically apply what they are learning. It provides an interactive learning experience delivered through video, animation, narration and other media.

Is this course for you?

This course is designed for people who work with customers, colleagues or clients and may encounter situations where they are dealing with someone displaying difficult behaviour.

What will you learn?

This course focuses on four simple steps that can be used to de-escalate a situation where someone is displaying difficult behaviour: create calm, be assertive, find a solution and involve your manager.

Topics

Classifying difficult behaviour
The scale of attitudes and behaviours
Four steps of de-escalation

Screenshot showing 4 steps of de-escalation slide.

Learning outcomes

At the end of this course, you should 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, listening and agreeing on an outcome.

Recognise when to involve your manager in a situation that has escalated.

Screenshot showing The Learning Rooms eLearning Hub

Assessment & certification

A digital Certificate of Completion is awarded to participants who complete the course and pass the assessment.

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or get in touch

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Frequently asked questions

How long do I get access to the course?

Individuals will have access to the course for three months from enrolment.

What accessibility features does the course have?

The course features closed captions, keyboard navigation and can be used with a screen reader.

Are there group discounts available?

Yes. Group discounts are available for groups of 25 or more. Contact us for a group quote.

What options are there to deliver this in my organisation?

You can add your logo, rebrand or tailor the content to your needs. Organisation licensing and purchasing options are available.

When will I get access to the course?

Instant access by selecting Enrol now and paying online. You will receive an email with your access details. For group bookings and bookings not completed online you will receive your access details within one working day.

Can I purchase online for groups of people?

Yes. You can select Enrol now and increase the Quantity on the shopping cart page. When you complete your online purchase you will receive an email with a link and instructions on how to enrol your group.