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how to manage
   when dealing with
       people’s challenging
           behaviour
that’s right

    challenging behaviour
there is no such thing
  as ‘difficult people’
there are
people
with challenging behaviours
YOU!
Yes, YOU!
You have been




challenging
at some point in your life
Yes, YOU!
i have been challenging,
                                  too.

we all have
so,
 what is ‘challenging behaviour’?
so,
 what is
    ‘challenging behaviour’
          to you?
          to your coworkers?
          to your supervisor?
          to your organization?
what is the current response to
‘challenging behaviour’
      by you?
      by your coworkers?
      by your supervisor?
      by your organization?
manage
mismanage
there is no one way to
            manage people

              but there are some
         approaches that can help
the problem isn’t the person
the problem
      is the problem
manage the behaviour,
            not the person
the behaviour
  is a response to ‘want’
value the relationship
reinforce the relationship
restore the relationship
rescue the relationship
rebuild the relationship
refresh the relationship
repair the relationship
revive the relationship
rejuvenate the relationship
know your limitations
know when help is an asset
active listening is key
listening is only hearing
active listening is understanding
model behaviours you want
lead with proper communication
                 be the example
1
                                                  2
the problem isn’t the person



3
                   manage the behaviour,
                                 not the person



                                                  4
    value the relationship




5   active listening is key
                              know your limitations



                                                  6
                     model behaviours you want
what questions do you have?
thank you




how to manage
   when dealing with
       people’s challenging
           behaviour
                   A Presentation by Dan Boyer

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How to manage when dealing with people's challenging behaviour