Course Description

This 1 day session is designed to give Managers and Leaders the opportunity to consider how best to manage unacceptable behaviour in the workplace.

Sessions can be delivered virtually or face to face, and are interactive, with models, theory, examples, scenarios, discussions, group work and practical experience.

Those who attend will leave with a clear understanding of how they would like to apply their learning in the organisation.
Session outcomes are that managers feel comfortable and confident to:

• Identify and explore what makes employee behaviour unacceptable
• Recognise what circumstances drive our behaviour and the resulting consequences
• Understand what makes a conversation ‘difficult’
• Develop confidence in having difficult conversations
• Recognising passive, aggressive and assertive behaviours
• Communicate assertively and with confidence
• Develop confidence in giving specific feedback
• Preparing for and practising dealing with challenging communication situations
• Use tools and techniques to support these conversations
• Personal development plan

Course Content

Welcome and objectives

Introductions

What makes employee behaviour unacceptable?

• Interactive exercise and discussion using post-its, whiteboard or meeting chat to identify what makes employee behaviour unacceptable.
• Discussion and opportunity to link to organisational goals, standards, value, personal values.
• Discussing and sharing specific situations

Recognise what circumstances drive our behaviour and the resulting consequences

• Discussing the psychology of how the brain works; what drives behaviour and reactions.
• Iceberg principle.
• Beliefs principle.
• Interactive exercise with scenarios.

Communicating assertively and with impact

Discussion and exercises to include:
• The impact of body language, tone and the words we use
• The importance of non-verbal communication
• Recognising passive, aggressive and assertive behaviours
• Effective listening and questioning techniques
• Reframing

Giving and receiving feedback

Discussion:
• What is the purpose of feedback?
• When should we give it?
• When shouldn’t we give it?
• Purpose of feedback: BOOST
• Barriers to giving feedback
• Constructive v Destructive feedback

Exploring models:

• Reactions to giving feedback: SARAH
• Giving feedback: AID; SBIC
• Practical application.

Receiving feedback

Dealing with difficult conversations

Discussion and practical exercise including:
• Situations that require difficult conversations
• Preparing for the conversation
• Facilitating the conversation including body language, tone, language
• Dealing with reactions
• Agreeing on follow up actions