Ways to deal with difficult behaviour at work.

1. 5 Keys to Dealing with
Difficult Behaviour
Berry Winter – JamBerry Ltd

2. Mistake 1.
Why do people behave as they do?

3.  Most difficult behaviour occurs
because the parties involved feel a
loss of control. Either someone else is
in control which they don't like, or no
one is in control and there is a feeling
of void.
 Behaving in a difficult way or creating
conflict therefore becomes one of their
strategies for getting the situation back
in control.

4. A Good Listener.....
...is like a
Good Dancer

5. Try to find some common
ground...

6. Mistake 2.
 The mistake that could lead to costly
legal issues

7. Mistake 3.
The mistake that that may be losing you
highly effective people

8.  Not recognising that there is a
problem and therefore not dealing with
it, can have a knock on effect on
others

9. Mistake 4.
The mistake that is
making you feel
undermined by
colleagues and
managers

10.  Someone who consistently
undermines you can be seen as a
bully and bullying should never be
tolerated.

11. Recognise...
Ask for...
Respect
Value your...
Power
Help their...
Understandi
ng

12. When you say xxx...
...it makes me feel...

13. Mistake 5.
 Not taking action!

14. Top 5 Tips for Dealing with
Difficult Behaviour
 Don't take the bait.
Keep calm and keep
your temper
 Separate the
behaviour from the
person in your mind
 Allow others to save
face where
appropriate
 Consider the
underlying causes. Is
it obvious why
someone is upset?
 Check your own
behaviour. Is it part of
the problem?

15. Thank you
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