Dealing with Difficult Behaviour
Short online CPD course
About this course
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.
45 MINUTES OF LEARNING CONTENT
Learn at your own pace on computer or iPad
3 MONTHS ACCESS
24/7 access to learning materials
0.5 CPD POINT
PDF certificate of completion available
WRITTEN BY AN EXPERT IN THE FIELD
High quality learning materials
HIGHLY INTERACTIVE
Exercises & quizzes
INVEST IN YOURSELF
Only €40 per person
Difficult people are the greatest teachers.
Pema Chödrön
Who is this course for?
This online course is suitable for staff who work with customers, colleagues or clients and may encounter situations where they are dealing with an individual displaying difficult behaviour.
Off-the-shelf eLearning
Managing Difficult Behaviour is also available for organisations to host on their existing learning management system (LMS). Our flexible pricing structure makes it suitable for both large and small organisations. It is also available as part of our Off-the-shelf eLearning course catalogue.
Course Details
The aim of this course is to prepare individuals to deal with difficult behaviour in the workplace.
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
Learning outcomes
At the end of this module, you 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.
Dealing with Difficult Behaviour
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About this course
At some point in your career you will be asked to make a presentation. This may be something you do on a regular basis, such as at a team or management meeting, where you rely upon your everyday communication skills to impart information. There are, however, occasions where you will be asked to present information to an audience in a more formal manner. Most people find this to be a challenging experience. This module is designed to help you design, prepare for, and deliver powerful presentations.
40 MINUTES OF LEARNING CONTENT
Learn at your own pace on computer or iPad
3 MONTHS ACCESS
24/7 access to learning materials
0.5 CPD POINT
PDF certificate of completion available
WRITTEN BY AN EXPERT IN THE FIELD
High quality learning materials
HIGHLY INTERACTIVE
Exercises & quizzes
INVEST IN YOURSELF
Only €30 per person
A successful talk is a little miracle - people see the world differently afterward.
Chris Anderson, Curator of Ted Talks.
Who is this course for?
This course is designed for staff and managers who deliver presentations in the workplace.
Off-the-shelf eLearning
Presentation Skills is also available for organisations to host on their existing learning management system (LMS). Our flexible pricing structure makes it suitable for both large and small organisations. It is also available as part of our Off-the-shelf eLearning course catalogue.
Course Details
Develop the tools and techniques to prepare for, deliver and evaluate effective presentations.
Topics
- What is a presentation?
- Why make a presentation?
- Preparation
- Defining your objective
- Researching your topic
- Narrowing down the information
- Knowing your audience
- Planning the flow
- Structuring the presentation
- Choosing techniques to use
- Choosing tools or aids to use
- Anticipating audience questions
- Practice, practice, practice!
- Delivery
- Three choices for delivery
- Interacting with the audience
- Dealing with audience questions
- Dealing with difficult people
- Body language
- Nerves!
- Being ready on the day
- Evaluation
- How did you do?
Learning outcomes
At the end of this module, you will be able to:
- Outline the objective(s) to be achieved through a presentation
- Prepare the structure of a presentation
- Plan the content of a presentation
- Prepare and use appropriate aids in support of a presentation, such as visual, audio, handouts
- Identify answers to likely questions raised by the presentation
- Evaluate own performance