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Case study

This workshop equips individuals with the skills they need to deal with others’ difficult behaviours.

The following course was designed by a Bupa occupational psychologist after undertaking an analysis of an client organisation’s training needs. The course was designed to equip the HR team with the skills available to deal with emotional employees and also to raise awareness of the support systems available to them.

 

Three phase training course (one day course)

Delegates: HR team

Pre training:
 Information-gathering for practical exercises.

Part one: Delivering difficult messages

  • evaluate current skills
  • exploring the best way to deliver a message – what factors to take into account
  • different types of communication styles (eg directive or non-directive)
  • effective listening and responding skills: rapport building/active listening skills

Part two: Managing the emotions of others

  • evaluate current skills
  • develop an understanding of how individuals react and behave under pressure
  • providing the right level of emotional support
  • diffusing conflict
  • find an agreement when emotions are clouding a situation
  • understanding boundaries
  • concluding a difficult conversation
  • onward referral

Part one and two skill practice/role play

  • breakout groups of three to four individuals
  • gaining experience of two different roles (HR and individual) and observer
  • participants will experience each role so they can gain a perspective of both parties, which will help them manage future incidences more effectively

Part three: HR support

  • supporting the team
  • other support systems available: EAP, counselling supervision
  • how to tap into these resources

Next steps

  • *Calls may be recorded and may be monitored
     

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