Welcome and introduction
- Group Exercise to identify what people participants find most difficult. Why?
- How do participants typically respond?
- What strategies are most effective? What are least effective?
- Generating options
- Taking a behavioural approach
- Understanding the situation and the triggers
- Group Exercise: Identifying behaviours and triggers.
- Recognising the part you play and preventing difficult behaviour
The Employment Relationship
- Rights, roles and responsibilities: Managers, employees, HR
- What you can expect from an employee and what they can expect from you
- Policies and procedures
- Legal considerations
- Identifying options both informal and formal
Â Taking Personal Responsibility
- The Personal Mastery Grid and Circle of Influence
- Beliefs and the Self Fulfilling prophecy
- Your preferred approach. Adapting your behaviour.
- Group Exercise: Application to participants’ scenarios.
Strategies and Interventions
- Group Exercise: Identifying practical strategies and interventions for 10 difficult behaviours.
- Building a toolkit of skills, strategies and techniques e.g. gap analysis, effective communication and feedback, coaching etc.
- Group Exercise: Giving feedback
- Group Exercise Lessons from Transactional Analysis
Management Tools continued
- Managing Conflict effectively (linked to optional pre course questionnaire)
- Perceptual Positions: Standing in their shoes exercise using real scenario from group.
- Application of learning to case studies and/or scenarios identified by group. This includes opportunity for participants to apply learning to own situations.
- Final questions and review of key issues from the day