Dealing with Difficult Behaviours
What Constitute a Difficult Behaviour?
It can be difficult for both the recipient of the behavior and the person who is displaying it to deal with it.
We may encounter challenging behavior at work from our managers, customers, suppliers, or colleagues. The context of the situation may dictate how you handle the challenging behaviour. If you have to deal with customer’s difficult behavior, our tips for handling complaints may help.
Some people reach a point in their lives where they push the boundaries and test limits. It is normal to expect them to sometimes act in ways that challenge both us as workers and the wider community. These behaviors are usually an irritation to workers. For example, they might refuse to follow rules or show up for a meeting.
8 Tips for dealing with difficult behaviours
- Consider why the person is acting this way. Is it normal or unusual behavior? If you are unable to change your mind about the behavior, you can try to make it positive and more focused on helping them.
- This can be very frustrating. Angry and frustration can build up when your child does the same annoying thing over and over again.
- Sometimes it’s hard not to be annoyed. But try to remain calm. You can move on to something you both like or are happy about.
- Empathise with them and show empathy for their behavior and state of mind. If someone is upset, you can calm them down by lowering your voice. Reacting in anger will only escalate the situation.
- You can physically move away from the environment by moving chairs or giving the person time and space. The situation will calm down, and any negative or difficult behavior will disappear.
- Before you address the root cause of the behavior, it is best to disarm the emotion. If someone is upset or angry, it’s unlikely that they will respond rationally and calmly to your request to address the root cause of their behavior.
- Listen to what they have to say, then summarise it and reflect on it. This will help you calm the situation and show them that you listen to them and take them seriously.
- To address their core concerns and change their difficult behaviour, it is important to focus on the positive outcome. You should also ensure that they have a clear understanding about the outcome you are seeking. Both you and the person will view the agreed solution as a win/win situation. You may also reach a compromise solution that addresses the key issues or elements in a constructive manner.
You spend most of your time dealing with everyday people at work. You will need to have additional interpersonal skills in case a coworker becomes difficult. You can improve your ability to deal with difficult people in your workplace. These tips can help.
How to deal with difficult behaviours better
For staff to be able to think clearly about problem behaviors and develop proactive skills to prevent them, professional training is essential.
Understanding that others’ behavior can affect your behavior is an important part of managing difficult behavior. Your response to someone’s behavior will determine whether it escalates or stops. This is a factor that you need to be aware of and equipped with effective, respectful behavior management strategies. You’ll be able to deescalate difficult behavior, help people regain control, and empower them with positive behavior management strategies.
You can maintain control when you are rationally detached by not making negative comments or taking actions personally. This ability is essential because team members can react in an instinctive or defensive manner, which only leads to more problems. This skill will help you to diffuse difficult behavior and promote positive behavior.
Nearly every company has employees whose personalities, attitudes, work habits, or other characteristics pose a challenge to others. You can learn the practical skills and tools to manage difficult people, regardless of your position.
Ask us about our training services for more skills based information on dealing with difficult behaviours.