Dealing With Difficult Staff Situations

Who Will Benefit

First-line leaders and others who are faced with challenging staff situations.

Objectives

Handle people and difficult situations effectively. Understand how your behaviour and attitude can affect others. Approach people problems with increased confidence. Work with challenging staff to get positive results. Motivate staff to get them working with you rather than against.

Course Outline

• What’s the Problem? Understanding why people are difficult; the triggers of problem behaviour; what do they do/not do? When to act or do nothing.

• Difficult Behaviour: what is it? Types of behaviour; range of problems; identifying where the problem lies; taking action; dealing with facts not opinion, and behaviour not personality.

• People at Work: individual differences; focus of control; signs of trouble.

• Motivation: motivating difficult staff; why motivations change; dynamics of motivation; meeting the needs of the individual; the value of job enrichment; improving morale and job satisfaction.

• Communicating Confidently: impact; skills of questioning and listening; the barriers to effective communication; giving constructive feedback.

• Assertiveness: developing a positive and straightforward style; stating your case; asking for a change in behaviour; how is your style having an impact?

• Problem Solving Approach: understanding the conflict cycle; handling angry people with empathy; facing the issues; a joint solution.

• Constructive Feedback: preparing for the discussion; generating a positive consequence following non-performance; challenging without damaging relationships; controlling anger; where the appraisal disciplinary and capability procedures fit in.

• Achieving and Maintaining Standards: handling the performance range; factors affecting performance; the advantages of continuous assessment and feedback; maintaining dignity and respect.

• Action Plan: participants discuss and plan what they will do on return to work.