Course Outline

The aim of this one-day course is to equip all participants with the knowledge and skills to effectively manage difficult behaviours confidently and professionally. Participants will be given the knowledge and skills to ensure positive communication with challenging individuals and understand the importance of early intervention in preventing escalation. They will learn techniques that will assist in diffusing potentially challenging situations. The workshop is designed to advise and assist participants in dealing with difficult behaviours through effective efficient interactions. Our trainer will equip participants with the skills to effectively handle difficult conversations with colleagues in the workplace.

Learning Outcomes

Behaviour Iceberg

Effective Communication / Listening Skills

Identify the different behaviour types

Developing assertiveness skills

Techniques for managing frontline customers

Language for communicating effectively

Techniques for handling difficult Conversations Internally

Emotional behaviour

Role Play

Course Delivery

The seminar is delivered online in a virtual classroom facilitated from our dedicated virtual classroom on Zoom. PAI will provide electronic handouts of trainer slides and supporting learning materials to all participants via email in advance of the training session.

Alternatively this seminar can be delivered inhouse – either online or in-person for your organisation. Email inhousetraining@pai.ie for further information.

Learning Methodologies

Lecture style, practical application through group discussions, case studies, template procedures and timelines.

Register your interest in the next cohort of this programme. Email info@pai.ie

Alternatively this course can be delivered inhouse, for further information email inhousetraining@pai.ie

The aim of this highly engaging eLearning Module is to equip the participant with the knowledge and skills to effectively manage difficult behaviours confidently and professionally. Participants will be given the tools, resources and knowhow to ensure positive communication with challenging individuals and understand the importance of early intervention in preventing escalation. They will learn techniques that will assist in diffusing potentially challenging situations. The eLearning Module is designed to advise and assist participants in dealing with difficult and challenging behaviours through effective efficient interactions.

Aims and Objectives of this Course

  • To understand where behaviour comes from
  • To help you choose a measured response rather than an emotional reaction
  • To heighten your communications skills for a positive engagement
  • To actively listening to understand the customer’s perspective
  • Managing Conflict
  • To provides you with techniques for managing difficult situations

To book this one-hour eLearning taster session, follow this link. 

For further information on this course, request a copy of the brochure – email info@pai.ie