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1.b
The attitude and actions of every individual in an organization have the potential to dramatically influence the entire company
become ingrained into accepted norms and have the capacity to make or break an organization. Organizations that find ways
prevent and resolve conflict have a distinct advantage over their competitors which easily translates into tangible profits.

To understand workplace behaviour, you must not only look at how individuals perform in an organizational setting but also a
organization and their colleagues. Individuals’ capacity and willingness to learn, how they interact in a group setting, and multi
to individual and organizational effectiveness.
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Module 1: Communication and Behaviour
Difficult People

There will always be employees who refuse to follow rules, are perpetually complaining about issues, find it difficult to get on
intelligence. These individuals’ behaviour has the capacity to incite confrontation and, without careful management, create ch

Dealing with difficult behaviour is not always easy, and the remedial actions that need to be taken are rarely simple.  Most ind
reflecting on their own behaviour and attitudes, therefore, they lack the awareness that their actions are causing others, and p

However, when you witness problematic behaviour, whether it be from a colleague or a superior, you must address it immedi
escalate. Overcoming personal resistance and confronting undesired behaviour openly, honestly and immediately greatly incr
organizational change and successful conflict resolution.

Fact: 71% of workers have experienced ‘put-downs’ or condescending or outright rude behaviour in the workplace.

Source: Forbes

Professional relationships thrive when there is mutual respect and a unified approach, however, in order to achieve this, we n
with one another. When we feel slighted, or we misunderstand one another, we inhibit both personal and organizational prod

The Importance of Communication

Quality communication in the workplace has the ability to provide a framework for building relationships and enables employe
information for completing tasks. Businesses that master the art of workplace communication will undoubtedly run in a much
an efficient flow of information.

Effective communication streamlines productivity while helping employees feel as if they are in control, which typically increa
Employees appreciate it when information is steadily flowing. This includes both ‘upward flow’ - whereby subordinates are ab
their superiors about their own issues or issues within the organization - and ‘downward flow’, whereby leadership routinely p

Healthy workplace communication can dramatically improve levels of motivation and absenteeism within the company. When
disseminated by their superiors is constant and honest, their willingness to show up for work and make a meaningful impact o
become more open to sharing ideas. During a period of uncertainty, if a culture of honesty and free-flowing communication h
more likely to stay, after the difficult times subside.

Handling Difficult Behaviour

Many people naturally avoid the stress of conflict and tend to ignore mildly difficult or irritating behaviour. Generally speaking
the long run, as unwanted behaviours tend to increase and not just magically go away. While tolerance for quirks and persona
behaviour is adversely impacting personal or organizational progress or quality of work, it must be dealt with promptly.

The responsibility to deal with behaviour that impacts others would ideally be part of a leadership role. However, individuals a
develop the personal skill of confidently, assertively and effectively resolving personal conflicts. By ignoring behaviour that imp
passively accepting it and giving the signal that it is acceptable.
Control and Respond

By ignoring behaviour that impacts yourself or others, you are passively accepting it and giving the signal that it is acceptable.

Prevent, Control or Enable/Responding to Behaviour

The most crucial aspect to remember is that the majority of the time, the individual will have absolutely no idea that their beh
people. They will usually be blissfully unaware, without examining their negative traits.

We develop our behaviours through habits and by taking on the behaviour of those around us. If an individual was brought up
shouting at each other, they will naturally take this behaviour into the workplace. To them, this is ‘normal’, and if you would p
another way, they need to be made aware of the issue, to enable them to learn a new approach.
BE Direct
Avoid exaggerating, for example, saying, ‘You never ever…..’, and be direct about how the individual’s actions impact you.

Assumptions
You cannot know an individual’s true intent, therefore, stay away from assumptions. Thus, there is an increased opportunity t
underpin the unwanted behaviour.

Feelings

Describe how you are affected by what is going on; do not leave it up to the other individual, to ask you how you are feeling ab
affected you in a negative manner. Be succinct, and tell them exactly what is bothering you, to enable them to recognize the im

Clarity
Encourage the individual to explain their side of the story and why they chose that specific behaviour or have that habit, for ex
work? This allows you to better understand their perspective and find genuine solutions.

Respondibility
Whilst their behaviour may be irritating, destructive, damaging or worse, how you react is YOUR responsibility. Ensure that the
not their responsibility and that both of you may need to compromise.

Solutions
Bringing undesirable behaviour to the attention of others is solely for the purpose of resolving it, not just to ‘score points’ and
with the other party and inviting them to improve the current situation increases the likelihood of a positive outcome.

words
Choose your words carefully – take time to plan how you are going to broach the subject and choose words that are considera
charge.

Phrases to Avoid
To follow are phrases to avoid, along with alternatives:

Instead of ‘What’s your problem, why don’t you get it?’, say ‘I’d like to help you understand, what can I do to support you?’
Instead of ‘Just get over it, why don’t you.’, say ‘I thought we had resolved this issue; please let me know if you disagree.’
Instead of ‘I am done, you just simply do not understand.’, say ‘I am finding it difficult to communicate in a way that supports y
might help?’

Current Behaviour Within an Organization

The behaviour within an organization is an amalgamation of the personalities, traits, experiences and attitudes of each staff m
combined with habits that are formed within the organization, is sculpted by an unspecified framework that is unconsciously l
organization, during its inception. This framework acts as a behavioural blueprint, to drive the vision of the organization and it
Expected behaviour can be driven by policies that outline specific requirements, but it is typically influenced much more by th
behaviour includes, but is not limited to: the language deemed acceptable and appropriate, the democracy of decision making
communication norms, levels of accountability and responsibility and daily habits and effectiveness within the organization.

From the way in which colleagues collaborate with one another, right down to the advertisement chosen by the organization,
organization are influenced by the behaviour within the organization at any given time. The degree to which the entire organiz
or inappropriate behaviour makes it critical to develop strategies, in order to manage behaviour, both within the organization

Behavioural Adaptations
While most individuals do not stop to personally reflect on their behaviour, nor does an organization. Fortunately, those who
analysis will be rewarded with immense personal satisfaction, a deeper level of self-awareness and greater personal discipline
organization, and it is easy to visualize the vast potential to transform entire organizations, with some relatively minor behavio
desired output and vision of the organization.

Exercise: Behavioural Review

Based on your current or previous employment, reflect on the undesirable behaviours that you witnessed or were part of. Wit
ways of being, doing, acting, communicating and thinking that did not actively contribute to the overall success or the achieve

From this list, reflect on your own behaviour and how it contributed, either positively or negatively, to your own personal succ

Desirable Behaviour 

Desirable Behaviour 

The first step towards personal behavioural change and that of an organization is to determine where you are heading. Chang
journey towards a desired new state, in this case, new behaviour. The first step is awareness, not just of the problems but also
When specific behaviour is missing or not naturally present in an organization, it can be difficult to imagine how smoothly it co

When reading the following examples of positive behaviour within the workplace, reflect on your own strengths and weaknes
those areas.

Ethical

This includes personal values, those of the organization and those of society that drive us to do the ‘right thing’, no matter wh
interesting personal details to yourself and not divulging them.

Integrity
Honest, upfront, direct, sticking to your word. To have true integrity in your job, you must stay away from workplace politics a
disingenuous, such as accepting significant gifts from clients.

Responsibility
Take responsibility for your actions. Accept and request actions within your delegated area. If things go wrong, take accountab

Desirable Behaviour 

synergy
Teamwork is more important than most other aspects within the workplace. Employees need to be able to work well with pee
Working as a harmonized unit and prioritizing team success over personal gain is key to the success of an organization.

commitment
Dedication to the organization. Commitment, like motivation, is very contagious - your commitment will inspire your colleague
about their work.

constructive

A positive attitude, whereby an individual looks for ways in which to resolve challenges, as opposed to dwelling on problems. A
effectiveness can be fed into a situation by merely reframing the issue as an opportunity.

gracious

The helpful and friendly employee makes office life much easier for everyone. These individuals have the ability to liven the m

punctual
The ability to meet deadlines and arrive on time shows dedication and respect. Learning to estimate time and actively plan a s
many other benefits, including reducing overall stress.

above and beyond

This is a highly prized workplace attitude and behaviour, of which employers are desperate to see more. Problem-solving skills
taught, but the motivation and desire to put in more effort than is required can only be driven by the workplace itself.

The Importance of Good Behaviour

When an employee is able to constantly behave in a professional manner, they nurture the ability to help the organization, wh
own career. Conversely, a person whose work ethic is poor, having little to no regard for their colleagues or the organization a
belligerent and malicious manner towards their superiors, will not only jeopardize the organization but also their own future.

Employees should always have a positive attitude when dealing with other colleagues and customers - customers effectively v
of how the company is run internally. Brush up on your own interpersonal skills, as the ability to work efficiently with your coll
workplace environment.
Productivity is a combination of morale and personal ability to maintain focus and motivation – this should be a shared respon
and the organization.
Undesirable Behaviours

There are numerous examples of undesirable behaviour that can be found both individually and within the workplace. Howev
or serious, they only start to become a problem, if they cause conflict between staff. For example, if one employee in an office
other members of staff, it will cause conflict that needs to be managed and resolved. 

However, the same employee whistling in a garden in which landscaping work is performed could be greatly appreciated by th
entertainment. The behaviour itself is not always the problem – it is the way in which that behaviour impacts people around t
assessment and typically significant compromise.

Difficult Behaviour: There are many personal and historical reasons for difficult behaviour within the workplace. However, one
contributing factor is an individual’s agenda – the potential that they have to either gain or lose from the behaviour may unde
protecting us from both change and pain - promoting survival at all costs - has the unfortunate tendency to engender attitude
cannot always be rationally explained.

The struggle for power - which is also a fear of powerlessness - is often displayed as the absence of respect for others. This esc
perpetuate a ‘survival of the fittest’ attitude, as opposed to a unified focus on the organization as a whole and customer intere