Managing Challenging Behaviour

Managing challenging behaviour can be quite a task both, for those who experience it and those who exhibit behaviour. In settings we often encounter behaviour from various sources like co-workers, managers, customers and suppliers. Consequently the approach to handling behaviour may differ based on the situation. For example when it comes to dealing with challenging customer behaviour our tips on managing complaints can prove to be quite helpful.

Guiding principles for challenges associated with difficult behaviour;

Show Understanding and Adapt; Take a moment to ponder why this individual might be behaving in such a way. Is this their demeanour. Is it, out of character? If you decide to respond to their actions shift your mindset towards an approach that aims at helping both parties move forward.

Build Rapport; Display empathy and understanding that aligns with their behaviour and emotional state. For instance if someone is angry you can assist by speaking. However, responding with anger will likely escalate the situation further.

Alter the Environment; Consider making changes in the surroundings like rearranging furniture or providing some space and time for the person involved. To help diffuse the situation and minimise any challenging behaviour there are a steps that can be taken.

Address Emotions First; It’s important to acknowledge and validate the persons emotions before delving into the cause of their behaviour. For instance if someone is upset or angry it becomes harder for them to respond in an calm manner making it more difficult to address the root issues effectively.

Explore the Root Cause; Begin by asking ended questions that allow them to express themselves such as;

•  “What has led you to feel this way?”
•  “What are your main concerns, about this situation?”

Listen attentively and summarise their comments and reflect back on what they’ve shared to demonstrate understanding of their perspective. This not helps defuse tension. Also shows that you value their input and concerns.

Focus on Positive Outcomes; Direct your efforts towards achieving an outcome that addresses their core concerns while encouraging a cooperative and positive attitude. From time to time confirm your understanding of the desired outcome by asking questions like;

•  “What actions would help us move forward?”
•  “How do you think we could improve the situation?”

This approach encourages them to consider and express their needs while shifting focus away, from dwelling on events or negative aspects of the situation. Consider aiming for solutions that both parties view as beneficial. Alternatively you can work towards finding a ground that addresses the elements or concerns in a constructive way. Highlight the importance of agreement.

Outline the steps; Reaffirm your dedication to addressing the persons worries or needs and assure them that the matter has been fully resolved. Express gratitude, for bringing it to your attention.

Share information prudently; Assess if it would be helpful to inform parties in order to avoid future misunderstandings or recurring issues. However, exercise caution, particularly if personal matters contribute to the behaviour. Upholding confidentiality as promised is essential for maintaining trust and credibility.

Evaluate your progress and learning; Reflect on the situation and consider what insights you have gained from it. Identify areas where you have excelled and areas where there is room for improvement. Recognise that each encounter with behaviour is unique requiring adaptability to both the individual involved and the specific circumstances. There is always room for growth.

Dealing with behaviour at work requires patience and effective communication skills. Such behaviour can arise from factors. Each individual has their own unique strengths, weaknesses and ways of communicating. Organisations usually set standards for behaviour. Have established policies and procedures to address behavioural issues. However, project managers often face conflicts, between personalities and occasional instances of challenging behaviour.

So what can you do productively when dealing with employees who exhibit behaviour that’s less, than ideal in the workplace? Often we initially make allowances for behaviour because addressing it directly can be difficult. However, this approach can ultimately harm everyone involved including customers, co-workers, suppliers and employees themselves. It leads to frustration and negativity. When someone in the office behaves in a uncooperative or complaining manner and fails to fulfil their job responsibilities it can have an impact on morale throughout the entire team.

When faced with situations at work employing communication strategies can make a significant difference.

Fundamental techniques to successfully navigate difficult situations;

Remain Calm; Stay composed and collected during your interactions. Communicate directly and clearly without resorting to threatening language or behaviour. Create an environment where open communication can take place without judgment. Try to put yourself in the employees shoes to reduce the chances of escalating the conversation. This approach also provides an opportunity for the employee to share their reasons behind their challenging behaviour. Understanding the causes paves the way for finding solutions.

Provide Specific Information; Offering details is crucial, for keeping the conversation focused. Vague information has the potential to worsen the situation. When discussing the situation it is important to be clear and provide real life examples. Focus on what you have observed or what you have been informed of without making assumptions. Making assumptions can lead to reactions, from the employee, which hinders conversation. Highlight how the behaviour affects others by explaining its impact on those around them. People often overlook the consequences their actions have on others. By addressing this individuals can understand the implications of their behaviour and its effects on co-workers or the overall workplace. Always give the employee an opportunity to reflect on and express their feelings about the situation. Encourage them to provide improvest responses seeking clarification when needed. Allowing them to share their perspective fosters better understanding and provides insights into collaboration.

Recognise shared responsibility in a situation even though it may be challenging. Taking ownership of your role removes blame and creates a safe environment for dialogue. This secure setting encourages employees to take responsibility for their actions. Once this acknowledgement occurs you can work together towards improving the situation. Consider exploring training options such as enrolling in  Conflict resolution courses. Taking these courses will help you develop conflict resolution skills that’re both effective and professional. These skills can be used to turn conflicts into opportunities, for growth and innovation. One course that stands out is the Challenging Behaviour course, which focuses on identifying behaviour and creating intervention strategies.

By including these communication strategies into your approach you can greatly improve your ability to address challenging behaviour in the workplace. This in turn will foster a productive working environment. When dealing with a employee it’s important to emphasise positivity than negativity. Reacting negatively can harm your relationship with the class. Instead focus on transforming phrases into ones when managing behaviour, at work. For example of saying “Stop socialising with your workmates” you could say “Please try to be quiet so your co-workers can concentrate on their work.” This simple change can create a atmosphere. You could even provide a worksheet to teach employees this approach.

There are many different methods to handing a challenging situation or someone that we may perceive as “being difficult”. With a range of techniques we are able to teach your team the needed skills to keep them on track and equipped to maintain the workplace morale and atmosphere you require. Learn how we can help your team with a tailored training program or we can also provide 1 on 1 coaching for individuals wanting to know more.