How do you address behaviours that are stopping groups from achieving what they want and need to achieve? How do you challenge constructively and sensitively to address the issues and make progress?

In many of the workshops we facilitate, meetings we hold, and relationships we are involved in, our participants, employees, and others are passionate about the topics we are covering, and emotions can trigger difficult behaviours. Sometimes other behaviours come into play that may slow down progress or have other impacts on individuals and groups.

Using ICA’s methods at its core, this course introduces a variety of tools and methods to support best approaches in dealing with difficult behaviours when they happen in groups and with individuals.

Who is this course for?

A course for those who want to be confident in dealing with difficult behaviours. It is designed to suit all levels of experience and the tools and techniques introduced will be helpful in both professional and personal situations.

This course is designed to support managers, team leaders, HR managers, community and volunteer support workers, mediators and facilitators to develop new skills and awareness with particular emphasis on understanding some of the causes of conflict ad addressing the issues we discover.

What you will gain

The course explores theories of conflict, and our relationship to it.  It teaches methods and tools that can be used to analyse conflict, structure conversations towards positive results, to help develop confidence in managing difficult working relationships, and tricky moments. It has, at its core, the Technology of Participation (ToP) Focused Conversation method, supported by Solution Focused Approaches.     

By the end of the course, you will be able to:

  • Identify the signs of conflict and apply some new skills, tools and conflict resolution principles when managing conflict.
  • Localise and address conflicts before they escalate
  • Work more assertively, impartially and effectively when directly involved in difficult working relationships  
  • Challenge each other appropriately and constructively on difficult issues
  • Help to facilitate better working relationships when in conflict

Learning style

After the introduction of a topic or tool, delegates will participate in practical skills based exercises, including realistic and challenging role-plays. People are encouraged to bring examples of actual conflicts they are facing and consider how to address them during the course of the day.

Each participant will leave with reference materials to support their practice afterwards 

This course is not currently scheduled on our calendar of public courses. Please contact the Lead Trainer, Ann Lukens for further details or to talk about running the course in-house.