A more cohesive way to look at working with "difficult people". 'How to manage when dealing with people's challenging behaviour' provides a foundation to how to work with people with challenging behaviour.

1. how to manage
when dealing with
people’s challenging
behaviour

2. that’s right
challenging behaviour

3. there is no such thing
as ‘difficult people’

4. there are
people
with challenging behaviours

5. YOU!

6. Yes, YOU!

7. You have been
challenging
at some point in your life

8. Yes, YOU!

9. i have been challenging,
too.
we all have

10. so,
what is ‘challenging behaviour’?

11. so,
what is
‘challenging behaviour’
to you?
to your coworkers?
to your supervisor?
to your organization?

12. what is the current response to
‘challenging behaviour’
by you?
by your coworkers?
by your supervisor?
by your organization?

13. manage
mismanage

14. there is no one way to
manage people
but there are some
approaches that can help

15. the problem isn’t the person

16. the problem
is the problem

17. manage the behaviour,
not the person

18. the behaviour
is a response to ‘want’

19. value the relationship

20. reinforce the relationship
restore the relationship
rescue the relationship
rebuild the relationship
refresh the relationship
repair the relationship
revive the relationship
rejuvenate the relationship

21. know your limitations

22. know when help is an asset

23. active listening is key

24. listening is only hearing
active listening is understanding

25. model behaviours you want

26. lead with proper communication
be the example

27. 1
2
the problem isn’t the person
3
manage the behaviour,
not the person
4
value the relationship
5 active listening is key
know your limitations
6
model behaviours you want

28. what questions do you have?

29. thank you
how to manage
when dealing with
people’s challenging
behaviour
A Presentation by Dan Boyer