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Managing Difficult Behaviours

Published byWesley Walters Modified over 5 years ago

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Presentation on theme: "Managing Difficult Behaviours"— Presentation transcript:

1 Managing Difficult Behaviours
Your Name

2 Objectives At the end of this session you will be able to:
Identify the root causes of tension in the workplace Recognise common triggers and inhibitors of behaviour Explain the Stimulus-Response model Explain the attitude and behaviour cycle Demonstrate behaviours for defusing/calming situations

3 “It’s always them isn’t it
“It’s always them isn’t it? It’s never us; we’re never the difficult one are we?”

4 Our Two Minds Wise Mind Plan React Think Instinct Consider Impulse
Rational Mind Emotional Mind Wise Mind Plan Think Consider React Instinct Impulse

5 Emotional Hijack Instinctive Reaction

6 Stimulus and Response Stimulus Choice Response Response Unhelpful
Aggressive Uncaring Indifferent Escalation Stimulus Choice Response Response Listening Helpful Concern Calm De-escalation

7 Attitude & Behaviour Cycle
My Attitude My Behaviour Your Attitude Your Behaviour Affects Affects Affects Affects

8 Triggers Frustration Anger Aggression Violence

9 “The meaning of your communication is the response you get.”

10 The Emotional Bank Account
Deposits Credit + - Debit Withdrawals

11 Communication Approach
Works with… FEELINGS Reflecting Asserting Openers Starters Works with… FACTS Questioning Suggesting Closers Finishers

12 Escalation Violence Aggression Anger Frustration 4 3 2 1
Anger spills to violence Violence Anger turned to individual and verbally aggressive approach taken Aggression Deeper emotion, individual will be less rational Anger Lowest level or arousal. The individual can keep it very much under control Frustration 4 Trigger 3 Trigger 2 Trigger 1

13 Objectives At the end of this session you will be able to:
Identify the root causes of tension in the workplace Recognise common triggers and inhibitors of behaviour Explain the Stimulus-Response model Explain the attitude and behaviour cycle Demonstrate behaviours for defusing/calming situations

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