• Identify root causes of difficult behaviour
• Recognize different attitudes
• Understand particular types of Behaviour
• Handle stressful situation

After completing this course, participants will have learned to:

• Identify root causes of difficult behaviour
• How to approach and manage difficult people
• Understand particular types of Behaviour
• How to deal with Passive and Aggressive Behaviour
• Dealing with workplace conflicts
• Recognise different attitudes
• Handle stressful situation

Topic 1: The Three Ds

• Welcome
• What do we find challenging about others?
• Diversity, Divergence and Division
• The Relationship Spectrum
• Reflection

Topic 2: It all starts with me

• My Profile
• My Response
• Reflection

Topic 3: Communication is Key

• Dealing with Passive and Aggressive Behaviour
• Responding Assertively
• Reflection

Topic 4: Dealing with Particular Behaviours

• Bullies
• Discrimination
• Gossips
• Dealing with Particular Types of Behaviour
• Reflection

Topic 5: Reasonable and Unreasonable Managers

• Reasonable Management Action
• Emotional Intelligence and Difficult Managers
• Reflection

Topic 6: Self-Preservation

• Monitoring signs of stress
• Allies and Mentors
• Tips for Dealing with Challenging People
• Reflection

Topic 7: Reflections

• Create an Action Plan

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.