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Odyssey Training is a national provider of professional, computer and management training and consultancy.

Dealing with Difficult Behaviour

Upcoming Course Dates
Dealing with Difficult Behaviour

Corporate Support Learning Pathway

Odyssey Training’s Corporate Support Learning Pathway is designed for talented professionals who are looking to accelerate their career progression and build current capability and performance.

The program covers key competency areas to help them diversify and expand their skill set as they transition from team member to team leader.
Course 1 Essential Skills for the Administration Professional 2 Days
Course 2 Dealing with Difficult Behaviour 1 Day
Course 3 Resilience in the Workplace 1 Day
Course 4 Writing Skills for Business 1 Day

Duration
1 Day (9:00 am – 4:30 pm)
Meals Provided
Lunch and refresments
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Delivery Methods
Public, In-house, Closed Group
Skills Assessment
Take the test

Course Overview

This course is designed to provide participants with the skills, techniques and strategies to professionally and confidently deal with difficult people and situations. In this course you will learn how to identify and manage different behavioural styles to build a positive atmosphere with open and honest communication.

Expected Outcomes

Recognise why difficult behaviours occur and apply practical strategies to deal with them.
Understand the importance of effective listening and how it can diffuse a situation.
Focus on the drivers of various types of difficult behaviours and discover how to respond appropriately to achieve a positive outcome.
Learn and apply the principles and skills of assertion.

Prerequisites

There are no suggested prerequisites for this course.

Who Should Attend this Course

The program is ideal for anyone who wants to improve/enhance their personal communication skills in the workplace when dealing with difficult co-workers, customers, suppliers, managers or team members.

Core Learning and Development Competencies

This course has been designed to support the development of the following core competency areas identified to facilitate individual and organisational success:

Approachability
Composure
Conflict management
Understanding others

Click for futher information on our core competencies.

Topics Covered [Click to Show All]

Recognising difficult behaviour
Explore specific difficult behaviours and how you as an individual respond.

The ladder of inference
Understand the thinking steps that can lead you to jump to wrong conclusions.

Emotional intelligence
Reflect on your current level of EI and how it impacts others around you.

Our brains
Review the different functions of your brain and how emotions, thoughts and information are processed.

Effective listening
Examine four listening response patterns and determine their advantages and disadvantages.

Listening assessment
An opportunity to assess your current listening skills and discover areas of improvement.

What is assertiveness?
Defining assertiveness and how it can positivley impact difficult people and situations.

Passive behaviour
Pinpoint specific passive behaviour behaviour drivers and patterns.

Aggressive behaviour
Pinpoint specific aggressive behaviour drivers and patterns.

Assertive behaviour
Discover the benefits of assertive behaviour.

Coping with difficult behaviours
Focus on specific types of difficult behaviours such as: hostile-agressives; complainers; clams; super-agreeables; negativists; know-it-alls and indecisives.

Tips on how to cope
Build personal coping methods for dealing with difficult behaviours.

Computer Training

Microsoft Office 2010

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2010	Microsoft Access 2010 Introduction	Microsoft Access 2010 Intermediate	Microsoft Access 2010 Advanced	VBA for Microsoft Access 2010
Microsoft Excel 2010	Microsoft Excel 2010 Introduction	Microsoft Excel 2010 Intermediate	Microsoft Excel 2010 Advanced	VBA for Microsoft Excel 2010
Office 2010 New Features	Microsoft Office 2010 New Features
Microsoft Outlook 2010	Microsoft Outlook 2010 Introduction		Microsoft Outlook 2010 Advanced
Microsoft Powerpoint 2010	Microsoft PowerPoint 2010 Introduction		Microsoft PowerPoint 2010 Advanced
Microsoft Project 2010	Microsoft Project 2010 Introduction		Microsoft Project 2010 Advanced
Microsoft Visio Professional 2010	Microsoft Visio 2010 Professional Introduction		Microsoft Visio 2010 Professional Advanced
Microsoft Word 2010	Microsoft Word 2010 Introduction	Microsoft Word 2010 Intermediate	Microsoft Word 2010 Advanced	VBA for Microsoft Word 2010
Introduction to Computers	Introduction to Computers

Microsoft Office 2007

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2007	Microsoft Access 2007 Introduction	Microsoft Access 2007 Intermediate	Microsoft Access 2007 Advanced	VBA for Microsoft Access 2007
Microsoft Excel 2007	Microsoft Excel 2007 Introduction	Microsoft Excel 2007 Intermediate	Microsoft Excel 2007 Advanced	VBA for Microsoft Excel 2007
Office 2007 New Features	Microsoft Office 2007 New Features
Microsoft Outlook 2007	Microsoft Outlook 2007 Introduction		Microsoft Outlook 2007 Advanced
Microsoft Powerpoint 2007	Microsoft PowerPoint 2007 Introduction		Microsoft PowerPoint 2007 Advanced
Microsoft Project 2007	Microsoft Project 2007 Introduction		Microsoft Project 2007 Advanced
Microsoft Visio Professional 2007	Microsoft Visio 2007 Introduction		Microsoft Visio 2007 Professional Advanced
Microsoft Word 2007	Microsoft Word 2007 Introduction	Microsoft Word 2007 Intermediate	Microsoft Word 2007 Advanced	VBA for Microsoft Word 2007

Microsoft Office 2003

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2003	Microsoft Access 2003 Introduction	Microsoft Access 2003 Intermediate	Microsoft Access 2003 Advanced	VBA for Microsoft Access 2003
Microsoft Excel 2003	Microsoft Excel 2003 Introduction	Microsoft Excel 2003 Intermediate	Microsoft Excel 2003 Advanced	VBA for Microsoft Excel 2003
Microsoft Outlook 2003	Microsoft Outlook 2003 Introduction		Microsoft Outlook 2003 Advanced
Microsoft Powerpoint 2003	Microsoft PowerPoint 2003 Introduction		Microsoft PowerPoint 2003 Advanced
Microsoft Project 2003	Microsoft Project 2003 Introduction		Microsoft Project 2003 Advanced
Microsoft Visio Professional 2003	Microsoft Visio 2003 Introduction		Microsoft Visio 2003 Advanced
Microsoft Word 2003	Microsoft Word 2003 Introduction	Microsoft Word 2003 Intermediate	Microsoft Word 2003 Advanced	VBA for Microsoft Word 2003

Microsoft Sharepoint 2010

Adobe Publishing and Web

	Introduction	Advanced
Adobe Acrobat 9.0	Adobe Acrobat 9.0 Introduction	Adobe Acrobat 9.0 Advanced
Adobe Acrobat X	Adobe Acrobat X Introduction	Adobe Acrobat X Advanced
Adobe Captivate 5	Adobe Captivate Introduction
Adobe Dreamweaver CS4	Adobe Dreamweaver CS4 Introduction
Adobe Dreamweaver CS5	Adobe Dreamweaver CS5 Introduction
Adobe Illustrator CS4	Adobe Illustrator CS4 Introduction
Adobe Illustrator CS5	Adobe Illustrator CS5 Introduction
Adobe InDesign CS4	Adobe InDesign CS4 Introduction	Adobe InDesign CS4 Advanced
Adobe InDesign CS5	Adobe InDesign CS5 Introduction	Adobe InDesign CS5 Advanced
Adobe Photoshop CS4	Adobe Photoshop CS4 Introduction	Adobe Photoshop CS4 Advanced
Adobe Photoshop CS5	Adobe Photoshop CS5 Introduction	Adobe Photoshop CS5 Advanced

“I left the course feeling that I would be able to tackle any difficult situation with less emotion and more determination on what I want.”
Vanessa, Contract Coordinator

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Collection Statement

Microsoft Certified Silver Learning Partner Odyssey Training is a national Australian provider of professional, technical and management training and consultancy. We run customised training and scheduled training courses in Brisbane, Cairns, Melbourne, Sydney and Townsville. We have been a major outsource partner for local and national projects across the private and public sectors. Quality Assurance System conforming to AS/NZS ISO 9001:2008 (Certification no. 1075). Odyssey Training is also a signatory to the Government’s Information Technology Conditions v5 (GITC v5) – Q-953.

Training Schedules

Partnering with employers across Australia. Training your people, bringing out their best!

Experience that speaks for itself.

Build your team, your way!

We are an Australian training company, developing Australia’s professionals.

Dealing with Difficult Behaviour

Upcoming Course Dates Dealing with Difficult Behaviour

Melbourne

Sydney

Brisbane

Cairns

Townsville

Related Courses

Corporate Support Learning Pathway

Duration

Meals Provided

Print-Friendly

Delivery Methods

Skills Assessment