Managing Difficult and Challenging Behaviour

Managing Difficult and Challenging Behaviour: Strategies for Phone and Email Communication

A half-day training course to help you deal with challenging communication from service users

Introduction
Managing difficult and challenging behaviour is an essential skill for anyone working in a customer‑facing, regulatory, advisory, or support‑based role—especially when communication happens by phone or email, where emotional cues can be harder to recognise. This practical and highly interactive course equips participants with the tools to understand why challenging behaviour occurs, recognise early signs of escalation, and apply effective communication strategies that create calmer, more constructive conversations. Combining real‑world scenarios, proven de‑escalation techniques and clear, empathetic communication methods, the programme helps staff build confidence, maintain professionalism, and achieve better outcomes in even the most demanding interactions.

Content

1. Understanding Challenging Behaviour
Challenging behaviour in communication often arises when a person feels unheard, misunderstood, or overwhelmed, leading to frustration that may be expressed through withdrawal, refusal, or heightened emotional responses.
   10 common causes of difficult and challenging behaviour
   Understanding the behaviour cycle

2. Effective Communication: Phone
It’s important to listen and respond to a caller’s emotions, while also using the Broken Record technique when they’re not taking in information, to keep the conversation calm, clear, and on track.
   How to recognise emotional cues in phone conversations
   Common emotions and how they sound
   How to respond when you recognise an emotion
   Using the Broken Record technique

3. Effective Communication: Email
Challenging behaviour in emails often shows up as persistent, forceful, or emotionally charged messages when someone feels frustrated or isn’t receiving the response they expect.
   Core principles for writing clear, concise, empathetic emails
   Email writing structure
   10 rules of professional email etiquette

Duration
Half day

Location
Delivered at your premises (delivery facilities can be provided at an additional cost)

Cost
from £450 per group