Managing challenging behaviour

Challenging Behaviour Course

"Be on a 10"

Upskill your team so that they can manage challenging behaviour. We will explore the reasons why challenging behaviour presents itself and how to reduce the chance of it happening. Participants should come prepared to learn and engage with the content and bring along questions, comments, and stories to share your experiences within your role.

Duration

2 hours

Max participants
per session

Max participants
face-to-face

Max participants
distance learning

Who is it for?

Our Challenging Behaviour Course is designed for teams working with children, young people or adults in an activity setting. Your team will learn about the ‘be on a 10’ concept to understand how they can maximise their impact.

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What is challenging behaviour training?

A challenging behaviour course equips participants with the skills, techniques, and strategies that they can use confidently when faced with challenging behaviour that an individual or a group is exhibiting. This allows them to keep calm and find a resolution in a difficult situation.

Managing challenging behaviour training is particularly useful for those in roles that see them deal with high volumes of young people; you never know when a challenging situation may occur, so knowing what to do can empower you to deal with it.

Failure to address challenging behaviour leaves you, your colleagues, and other service users feeling vulnerable, uncomfortable, and, in many cases, unlikely to engage much further; it may even put them at risk. Deescalating the situation through effective behaviour management skills is the preferred outcome, to prevent negative experiences, loss of business, decreased employee morale, and damage to your brand.

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What to expect

Consider the importance of welcoming groups: first impressions, capturing information and agreeing boundaries.
Learn tips and tricks to engage your audience, how to build rapport and capture attention using names.
Explore how to effectively tailor approaches to suit the needs of the group: structuring content, organising groups, and working with siblings.
Learn about positive language and behaviour management, patterns of behaviour, recognising triggers, how to anticipate and intervene, and troubleshooting challenging situations.
Engage with provided activities, games and energisers to add to your ‘team toolbox’ which will effectively capture attention, re-engage drifting participants and bring groups together quickly.

Benefits

Teams possess the skills and confidence to deal with challenging behaviour

By empowering teams to tackle challenging behaviour, they’ll be able to stop a challenging situation in its tracks before it becomes a much bigger problem.

Customer feedback and retention is improved

Challenging behaviour will have a knock-on effect on the customer experience, but by dealing with the situation calmly and decisively, there’s an opportunity for a negative experience to turn into a positive one, resulting in good reviews and repeat business.

Increase staff buy in, morale and retention

Investing in your workforce with the appropriate training not only ensures they can handle anything their role throws at them, but it also makes them feel valued, too. Hopefully they won’t have to handle challenging situations too often, but if they do, they know they’ve got the tools available to resolve the problem.

Decrease customer complaints

Customer problems can sometimes result in challenging behaviour, and failure to nip them in the bud can result in more official complaints. By handling challenging behaviour in a way that seeks a solution, the number of customer complaints can come right down.

Decrease management time spent on issue resolution

With every member of your team able to successfully manage a problem, there’s less need to call upon line managers, or even those above them.

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What skills your team will develop

Amongst the essential behaviour management techniques included in this course are:

How to capture information
Boundary setting
How to recognise patterns of behaviour and triggers
How to anticipate challenging behaviour
How to intervene in challenging situations

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Why In2action?

At In2Action, we’re not ones to shy away from the less rosy parts of the customer experience, but we firmly believe that even the most challenging of situations can be turned around. This is the outlook that you can encourage your teams to take on when you chooseIn2Action challenging behaviour courses; we draw on tried and tested methods of behaviour management to empower your staff and benefit your business. Our courses are fun, informative, and stick with participants for many years to come.

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We have a highly experienced team who have delivered training and activity services to brands across the globe, working in the UK, France, Asia and China to name a few.

Get in touch