Behaviour Management
|
Please contact us to discuss private course dates and locations |
Course Overview
This course will give the participants the opportunity to identify what is acceptable and unacceptable behaviour within North Yorkshire Libraries. It will allow the delegates to develop their skills to deal with difficult or aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control. They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.
Prerequisites
- No previous knowledge is required.
Training Options
- Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
- Please contact us for further training options on 0191 377 8 377
Whats Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
Course Content
Introduction
What is unacceptable behaviour?
Why is it important to recognise it early?
Methods to identify the start of this behaviour
Causes of unacceptable behaviour
What makes people difficult?
What makes people aggressive?
The process of violence
How to deal with your own anger and emotions
Blow off steam without venting it on people
Understand what's really bugging you
Experience your feelings without acting them out
Express yourself without accusation, sarcasm or hostility
Dealing with difficult behaviour
Understanding the triggers
Don't use 'fire starters'
Tactics for diffusing situations
Keeping the situation cool
Standing back and be objective
Communications and counselling
Using sympathy and empathy
Speaking positively and assertively
Using non-verbal communication
Understanding body language and how it can be used
Action plan
Taking it back to the library
Print