Managing Unacceptable Employee Behaviour

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