Introduction
This 1 day session is designed to give Managers and Leaders the opportunity to consider how best to manage unacceptable behaviour in the workplace.
Those who attend will leave with a clear understanding of how they would like to apply their learning in the organisation.
Session outcomes are management feel comfortable 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 code
SMEB
Location
Varies
Duration
1 day, delivered via MS Teams
Price
£180.00
Availability
Location: Online
Virtual Delivery vi MS Teams – 21 Aug 2024 09:00
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
Course Contact Details
E: shortcourses@dumgal.ac.uk
T: 01387 734199