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!

too. i have been challenging,

we all have

so, what is ‘challenging behaviour’?

what is ‘challenging behaviour’

so,

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

but there are some

manage people

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

be the example lead with proper communication

1 the problem isn’t the person

manage the behaviour, not the person 2 3 value the relationship

4 know your limitations

active listening is key

model behaviours you want

5 6

what questions do you have?

A Presentation by Dan Boyer

how to manage when dealing with

people’s challenging behaviour

thank you