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16 Challenging Behaviour courses in Ewell

Dealing with challenging customers (In-House)

By The In House Training Company

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

Dealing with challenging customers (In-House)
Delivered in Harpenden or UK Wide or OnlineFlexible Dates
Price on Enquiry

Caring for People with Psychosis and Schizophrenia (non-RQF)

By Guardian Angels Training

Gain comprehensive understanding of caring for individuals with psychosis and schizophrenia. Enhance knowledge and skills to provide effective care and support. Designed for caregivers, family members, support workers, and healthcare professionals.

Caring for People with Psychosis and Schizophrenia (non-RQF)
Delivered In-Person in InternationallyFlexible Dates
£1,175

Clinical Safe Holding

By Guardian Angels Training

Gain comprehensive training in safe holding techniques for medical procedures with our "Clinical Safe Holding Techniques" course. Ensure procedural success and prevent injuries to patients and healthcare providers.

Clinical Safe Holding
Delivered In-Person in InternationallyFlexible Dates
£1,175

Managing Difficult People and Conversations

5.0(5)

By Puritas

In the modern work environment, managers and leaders must treat all colleagues with respect, including those who are challenging. Understanding the causes of difficult behaviour and being self-aware are crucial for creating a fair and inclusive workplace. This training session equips participants with the knowledge and communication tools to manage and overcome difficult behaviours effectively. This course is available to book for delivery in-house for your organisation and people exclusively, for either a half or full days training workshop. Prices are dependent on size of group ranging from a minimum of 4 to a maximum of 12 delegates. If you have a smaller number of delegates the Puritas 1:1 Leadership Coaching Programme is recommended.

Managing Difficult People and Conversations
Delivered In-Person in Bishop Stortford + 9 more or UK WideFlexible Dates
£1,500 to £2,500

Live from London | EA/PA Excellence Workshop

5.0(1)

By Own Your Success

EA/PA Excellence Workshop Live from London on the 25th of April 2024. Featuring Keynote speaker Reggie Love, former Special Assistant to 44th President of the USA, Barrack Obama. Panel featuring Sophie Chapman, assistant to Steven Bartlett entrepreneur, author, host of the diary of a CEO and youngest ever dragon on BBC's Dragon's Den, Victoria Wratten, CEO of the Executive & Personal Assistants Association. The workshop contains, panel talk, keynote talk and facilitation over key topics from Kate Wood over the course of the day.

Live from London | EA/PA Excellence Workshop
Delivered In-PersonFlexible Dates
£530 to £580

Quality/ Difficult Conversations (1 Day)

4.3(10)

By The TCM Group

This is a highly interactive programme designed by the communication experts at TCM. The course helps learners to develop essential skills for everyday management. On this programme, delegates learn how to navigate the complex maze of having difficult conversations, managing performance, and giving bad news. Offering a proactive and hands on approach to teaching, the TCM trainers equip delegates with the confidence to have those crucial conversations, to prevent disputes before they escalate out of control and, to be assertive in addressing performance issues to achieve engagement and sustainable outcomes.

Quality/ Difficult Conversations (1 Day)
Delivered Online & In-PersonFlexible Dates
£395

Educators matching "Challenging Behaviour"

Show all 19
EF Training & Consultancy Ltd

ef training & consultancy ltd

4.8(50)

London

At EF Training and Consultancy, we value each candidate as a unique individual with their own strengths and aspirations. Our mission is not only to impart knowledge and skills but also to inspire their personal and professional development journey. We believe that every learner has the potential to achieve greatness in their chosen field, and we are here to support and guide them every step of the way. Our approach is learner-centered, ensuring that each candidate receives personalized attention and support tailored to their specific needs and learning styles. We create a nurturing and inclusive learning environment, where learners feel encouraged to ask questions, share their experiences, and actively engage in the learning process. Through our training programs, we aim to instill a sense of confidence and self-belief in our candidates, empowering them to tackle challenges with resilience and determination. We encourage them to set ambitious goals and provide them with the tools and resources to achieve their objectives. At EF Training and Consultancy, we are not just trainers; we are mentors, motivators, and advocates for your growth. Our passion for excellence in healthcare drives us to deliver training that goes beyond the theoretical knowledge, focusing on practical application and skill development. We take pride in witnessing the transformation of our candidates as they embrace new knowledge and experiences, grow in their capabilities, and make a meaningful impact in their professional roles. Your success is our success, and we are committed to being a part of your journey to becoming a confident and competent healthcare professional. Join us at EF Training and Consultancy and embark on a transformative learning experience that will inspire you to reach new heights in your career. Together, let's shape a brighter future for healthcare through continuous learning and unwavering dedication to personal and professional development

Proactive NLP Ltd

proactive nlp ltd

Bowness-on-windermere

At Proactive NLP Ltd we offer perhaps the widest range of NLP based services. Whatever your context we have solutions that will deliver the outcome you're seeking. Our core offering is traditional accredited NLP training at Diploma, Practitioner & Master Practitioner levels.  This series of personal development really is the most intensive journey you can take and the most rewarding.  You will give yourself the maximum choice of the life you want to lead. All our services incorporate NLP at their core, hence, learning NLP is central to you achieving exactly what you want to achieve. For individuals struggling to identify the future they want because they are shackled with Anxiety and Stress or Depression we have a service that lets you take those shackles and chains off.  Our 'A Life Without Anxiety' site is where we assist individuals re-train their minds to shaoe the life they want to lead.  We have conducted an extensive review of lots of 'Anxiety Journals' and "Anxiety Cure' books...lets just say they re-inforce anxiety in the reader!  Our approach is totally different, we will guide you to create the life you want...free from an anxiety.  We will be publishing our own Journal and accompanying Book. For businesses and organisations we have two distinct offerings.  Firstly, our Business NLP offering takes our traditional NLP training and reframes this as a development programme focused on developing Collaborative Leadership and Collaborative Cultures.  Having worked on most of the major infrastructure projects delivered within the UK over the last 12 years we have encountered multiple scenarios where 'collaborative working' was a stated aim of the project.  However, virtually zero collaboration actually took place.  What we encounter mostly is the traditional and acrimonious 'client / contractor' game playing.  This simply derails and extends the life of projects.  This is the opposite of the stated aim of the project.  We believe if organisations can master the dynamics of collaboration they can achieve everything they want.  Our Business NLP programmes are Diploma - The Fundamentals of Collaborative Behaviour; Practitioner - Developing Collaborative Relationships and Master Practitioner - Leading & Developing Collaborative Cultures. For organisations dealing with low performance, conflict or struggling to deliver against their objectives our specialist Workshop Facilitation business is the answer.  Here we conduct a diagnostic process to uncover the patterns and dynamics getting in the way performance improving.  We then deliver specialised facilitation of workshops and meetings to create a new level of engagement within teams.  Our main assignments for this tend to be teams and groups struggling because of 'conflict' and a lack of 'accountability'.  We have successfully delivered programmes that have resolved these issues and have seen teams we have worked with go on and achieve the level of performance they had initially struggled with. Whatever it is you're looking for in terms of personal or organisational development we have the solutions that will deliver what you're seeking to achieve.  All you ahve to do is get in touch.

Axcis Education

axcis education

4.6(77)

London

Axcis is the leading supplier of special educational needs and disabilities (SEND) staff in England and Wales. We recruit special educational needs and disabilities (SEND) staff for mainstream schools and alternative provisions across England and Wales and offer recruitment solutions for short-term, long-term and permanent vacancies. Working with the broadest range of positions, our candidates include teachers, teaching assistants, therapists and school leaders. Established in 2001, our head office is in London’s West End. We have since grown in-line with increasing demand from schools for the quality, specialist service we are able to provide. We have offices across the UK and continue to expand as more schools hear about us and express a desire to make use of our unique service. Many of our experienced team of consultants are ex-teachers or members of school support staff, so have on-the-ground knowledge of the sector. As a result, we are able to provide a recruitment package which reflects this in-depth understanding of what schools are looking for in the staff they recruit. We have always taken our responsibility to the sector seriously, and this is reflected in our professional partnerships with organisations such nasen (the National Association of Special Educational Needs). Axcis is not “just another agency” and we pride ourselves on offering a unique service which is backed up by a serious commitment to the SEND sector. During our time in partnership with these organisations, we have helped to fund numerous training and support initiatives which have helped to spread awareness and good practice. This goes a long way in demonstrating our commitment to the sector and our desire to give something back. Our client relationships are of paramount importance to us and we pride ourselves on working closely to build long-term partnerships. This is reflected in the positive feedback we receive from schools about our consultants and the service they provide, as well as feedback on the candidates we place. Our compliance process is extremely rigorous. Each applicant must undergo a full series of checks which conform to DfE requirements. Files are then re-checked as part of our quality assurance process before they are cleared to begin working in one of our client schools. We also offer an enviable professional development package, which is open to all Axcis candidates or client school staff. This includes a variety of courses over the academic year, including Team Teach, Non-Verbal Communication, Safeguarding in Education Level 2, Moving and Handling, Autism Awareness and Managing Challenging Behaviour.