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Dealing
with Difficult Behaviour
(Code
014)
 This
video shows the viewer how
to employ tactics and
strategies to deal with
difficult situations that
involve people who try to
make us feel anxious,
inferior, guilty, upset or
even angry. Often in the
workplace, these people
can be customers or
clients, or could even be
co-workers and perhaps
even more senior people in
the organisation. We may
not be able to control
other people’s
behaviour, but this video
can help us learn the
skills in dealing with the
difficult behaviour of
others.
 
In
the video our main
character is a customer
relations officer. In this
role, she has to deal with
difficult behaviour
patterns as she encounters
them. We see her interact
with a range of people -
both clients and
co-workers who exhibit a
range of common difficult
behaviours. The scenarios
include people who:
-
Throw
a temper tantrum and
pass sarcastic
comments and
put-downs.
-
Are
the habitual
complainers and tend
to whinge a lot.
-
Act
in a superior manner
and are arrogant and
smug.
-
Are
frustrating
perfectionists and are
negative most of the
time.
-
Display
anxiety based
behaviour and have
negative emotions.
-
Are
bullies and harass
co-workers.
Pause
breaks are a feature of
the video and the complete
training program includes
a comprehensive trainer’s
guide.
24
minutes (approx.)
$320 + $32 GST Australian
delivery
$320 + $30 p/h Delivery
outside of Australia
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