Handling Challenging Behaviors in the Workplace



A Primer for Managers and Supervisors

Formats:  Self Paced, Guided Learning, Live

How You Will Benefit

Though common, because of their difficulty, managers often avoid dealing with challenging behaviors exhibited by employees. In a study conducted by the consulting firm McKinsey, 59% of employees reported that they’d be happier if their managers addressed problem employees, but only 7% of participants believed their managers were doing so. These are employees who may meet performance expectations or even exceed them, but in general, make the workplace less pleasant. Perhaps they drain your energy with constant negativity, or maybe it’s something as simple as oversharing personal information. Behaviors like these may indirectly affect others’ performance by lowering morale and workplace satisfaction. This program introduces you to a new perspective: from “challenging employees” to “valuable employees who exhibit challenging behaviors.” By adopting this mindset of working together rather than against each other, you will be able to more effectively address issues and effect a positive outcome.


Course Objectives

Successful completion of this course will increase your ability to do the following:

  • Translate “bad attitudes” into observable behaviors that can be corrected and improved.
  • Identify guidelines for promoting a positive outcome in every challenging situation.
  • Recognize the various types of challenging behaviors, their underlying sources, and how to appropriately address them.
  • Articulate why the challenging behavior is an issue and what the consequences are for not minimizing or changing the behavior.


Key Topics Covered

This course explores the following subjects in depth:

  • Effective hiring and onboarding practices
  • Guidelines for promoting a positive outcome in every situation
  • The eight main “categories” of behaviors and their underlying sources
  • Strategies for addressing personal behaviors in a sensitive, but direct manner
  • Strategies to boost employees’ confidence and encourage them to be more proactive
  • Strategies to make employees feel understood and valued
  • Strategies to help employees think and act more positively
  • Strategies for addressing ethical dilemmas that are not covered by company policy
  • Strategies for minimizing self-serving behaviors
  • Strategies for de-escalating emotional reactions and minimizing defensiveness
Code: H5206SP
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