MANAGING CHALLENGING
BEHAVIOURS
OVERVIEW
Duration: 1 day.
CPD points (8 hrs) for all professionals.
Handling difficult interactions with confidence and professionalism is a vital skill in any workplace. This practical course equips participants with the tools to recognise challenging behaviours, understand their causes and respond effectively without losing control.
Through interactive exercises and real-world scenarios, delegates will learn to use empathy, active listening and assertive communication to defuse tension and set clear boundaries. They will also develop strategies to manage disruptive behaviour and build personal resilience, ensuring they remain calm, composed and effective in high-pressure situations.
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Recognise common challenging behaviours and understand their potential causes.
2. Maintain professionalism and emotional control in high-pressure situations.
3. Apply empathy and active listening skills to defuse tension early.
4. Use assertive communication to set boundaries without escalating conflict.
5. Implement practical strategies for responding to disruptive or resistant behaviour.
6. Reflect on personal triggers and resilience techniques to stay calm and effective.
ORGANISATIONAL BENEFITS
Performance outcomes include::
1. Improved workplace harmony and reduced conflict through consistent, professional responses.
2. Enhanced customer and colleague satisfaction by managing challenging interactions effectively.
3. Stronger team performance as staff feel confident and supported in handling difficult situations.
4. Reduced risk of escalation, complaints or incidents caused by mismanaged behaviour.
5. Increased staff resilience, emotional intelligence and professionalism under pressure.
6. Consistent organisational approach to managing challenging behaviour, reinforcing standards and culture.
7. Opportunities to identify underlying issues and improve processes or service delivery
WHO SHOULD ATTEND
This course is ideal for anyone who encounters challenging behaviour in the workplace, whether from colleagues, clients or customers. It is particularly beneficial for front-line staff, managers, team leaders and customer-facing professionals who need to maintain professionalism, manage conflict and resolve difficult situations calmly and effectively.
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