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Handling Difficult Behaviours And Poor Performance (Seminar)

Overview

Do difficult people exist at work? Certainly we come across difficult behaviours that result both in individual poor performance and in a negative impact on the team. These behaviours come in every variety and no workplace is without them. I have even heard it said that every department has 20 % high performers and 20% poor performers, as if, this was an acceptable situation.

People come in every conceivable variety. Some talk constantly and never listen. Others must always have the last word. Some coworkers fail to keep commitments. Others criticise anything that does not match their specific views. Coworkers compete with you for power, privilege and the spotlight. Ultimately, these individuals cannot deliver the results that are expected of them and department outcomes are not met or are met only by others taking on more responsibility.

However, we all work within a system and sometimes we, ourselves, might cause or encourage poor behaviours. Self awareness will help us to recognise how we impact on others, how we help them to be effective and how in not taking quick action, we might encourage even more of the difficult behaviours.

Whatever the situation, you must address it. No matter the type of difficult situation with which you find yourself, dealing with it is essential. This program seeks to help you face up to the challenging situation and have a variety of strategies for dealing with them.

Learning Objectives

At the end of the program, participants will

  • Recognise how they operate in the workplace
  • Understand their social style and how to communicate more effectively with others
  • Know how to build rapport, listen and ask questions
  • Use transactional analysis to understand their interactions with others
  • Expand their use of influencing styles
  • Use the GROW model as one technique to build useful conversations
  • Have access to a number of feedback approaches
  • Be confident in giving assertive feedback

Course Outline

Module 1: What is difficult behaviour?

  • How do you recognise poor performance?
  • Creating your own Impact on Others
  • Your Shadow as a Leader
  • Social Styles
    • Understanding people behaviours
    • Communicating better with others’ styles
    • Working under pressure

Module 2: Assertive, Submissive and Aggressive Behaviour

  • Creating the pictures
  • Assertive behaviour
  • Exercise

Module 3: Building rapport

  • Listening Styles
  • Listening Questionnaire
  • Listening at four levels

Module 4: Asking great questions

  • The importance of good questions
  • Creative questioning
  • The Impact of Non Verbal language
  • Some indicators and tips

Module 5: Transactional Analysis

  • Maps of the World
  • Parent, Child and Adult
  • Questionnaire
  • Rules of Communication
  • Complimentary and Crossed Behaviours
  • Cases Studies

Module 6: Karpman Drama Triangle

  • Victims, Rescuers, Persecutor
  • Learning from Stories
  • Rules to extract from the Triangle

Module 7: Heron Communication Styles

  • Prescriptive
  • Facilitative
  • Questionnaire
  • Power Levers
  • Legitimate, Referent, Coercive, Expert, Reward.

Module 7: The Coaching Process

  • Setting useful outcomes
  • Directive and non-directive coaching
  • The GROW model
  • Video
  • Exercise

Module 8: Managing Poor Performers

  • Types of Feedback
  • Praise Questionnaire
  • Tips for developmental feedback
  • Skill/Will Matrix
  • Identifying the Likely Cause of Performance Problems
  • Behavioural Competencies
  • Setting behavioural objectives
  • Positive and Negative Indicators
  • Poor Performance Checklist

Module 9: Problem, Expectations, Gap,

  • The 7 Step Feedback Model
  • Wasp Structure during the Review
  • Reflecting in a performance Conversation
  • Exercise: Committing to a critical conversation you need to have

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