Dealing with Challenging Behaviour and Situations

» Content and Objectives
» Learning Overview
» Style and Format of Course
» Testimonials

Please note that Brenda customizes this workshop based on client needs.

• Dealing with Challenging Behaviours and Situations
• Anger Management
• Defusing Emotionally Charged Situations
• Conflict Resolution

• Identify challenging behaviours and situations.
• Identify your "frame of reference" and why it's crucial to communication.
• Learn how to shift your frame of reference.
• Utilize perception checks and self-awareness.
• Examine the myths and truths of anger.
• Identify your own anger triggers.
• Observe personal reactions or responses.
• Discover the underlying dynamics of anger.
• Learn effective ways to manage anger.
• Identify when anger is toxic or destructive.
• Discover why anger is healthy and constructive.
• Assess how you currently deal with anger.
• Learn how to be empowered and how to empower others.
• Identify the difference between defusing and conflict resolution.
• Learn 9 steps to defuse yourself, others, and the situation.
• Discover your dominant communication style.
• Learn and utilize communication techniques including; assertiveness and "W.I.N. statements."
• Learn methods of active listening including clarifying and paraphrasing.
• Discover how conflicts are beneficial.
• Identify personal weaknesses and strengths when handling conflict.
• Learn the 5 styles of conflict resolution, discover personal tendencies, and learn which styles are most effective.
• Learn and utilize the key to a win-win approach.
• Learn 5 steps to conflict resolution.

• This is an interactive class. Participants will identify and utilize real-life scenarios, and will create strategies that have immediate relevant application to the workplace and personal life.
• Teaching format will include; PowerPoint presentation, whiteboard, flipcharts, lecture, brainstorming, interactive discussion, individual self-assessments, small and large group work.

Resource Material:
Brenda has published a companion pocket book, part of the Toolbox Quick-Step Guide series: “Breathe: How to Keep Your Cool at Work (or anywhere else)”. This handy reference eliminates the need for handouts and serves as a continual educational resource for participants.

Duration
Flexible, however 7-8 hours is recommended for maximum interaction and participation as well as for full effectiveness. Two 15 minute breaks with ½ hour lunch (brown bag recommended due to time).

"Great workshop. I have taken this one from Brenda and I think it would be great for the community. It was very helpful in my relationships. It really gives insight as to the different styles in dealing with conflict. Also the course gave me practice in helping be aware of my style and practice in learning how to use a "collaborative" method of dealing with conflict. I recommend that everyone take this. I believe it will add to everyone's quality of life and help us all to deal better with conflict as a community and in our lives personally." ~ Alan C

"Wow! It was fun, and informative! The visual PowerPoints were especially helpful and memorable, not to mention the group sharing of information and the use of concrete examples to illustrate some strategies." ~ Susan C

"Brenda had great visuals, relevant stories and good tools... Highly recommend Brenda's facilitation style to any organization that is looking for an approachable and credible presenter - especially for difficult topics!" ~ Susan M

"Thanks Brenda, I found your program to be very well-prepared, lively and brilliant. I have previously experienced a wide variety of conflict solution processes, yet I still treasure some golden nuggets from your program. Keep it up!" ~ Howard S