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Understanding and flexing to individual behaviours to reach better outcomes

By being more assertive in the workplace, teams have clear goals and individuals learn to get things done by treating people fairly and with respect.

Course outline

This course focuses on behaviours and is designed to equip ‘people who work and deal with people’ with the necessary skills to understand and read behaviours in others, as well as appreciate their own personal communication style.

It empowers participants to effectively handle a challenging conversation with practical strategies and techniques; using a proactive approach they learn to start and then manage conversations towards a fair, constructive and respectful outcome.
Participants work with coaches and actors and learn by seeing and doing, in a safe, consequence-free environment.

It will particularly benefit anyone working in a customer facing environment, who may have to deal with awkward customers or a complaint situation. It will also benefit line managers to prepare for and manage effective appraisals or raise personal issues with colleagues.

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At glance
  • workshop-icon Style
  • time-icon Learning time
    One day
  • coaching-icon Coaching
  • mask-icon Method
    LIVE Learning

Learning activities

The learning can be delivered in a half day workshop and will introduce a number of theoretical and practical tools to support the drama based learning activities. The course engages the learner in the need for a change, before exploring a variety of options, using forum theatre and roleplay, to demonstrate potential options and generate ownership of the solutions. The last stage is designed to truly embed the learning using best practice LIVE scenarios and breakout sessions in smaller groups, where participants can practise their skills and receive constructive development feedback.


By the end of the workshop, participants have a tested structure for approaching difficult conversations and will have developed an increased confidence to manage their conversations effectively. They will be able to recognise and adapt to individual behaviours and appreciate the impact of their own personal behavioural style. As an organisation, your staff will be better equipped to manage situations proactively and minimise negative impact and the need for escalation.

Supporting Theory
  • Discovery Learning – Jerome Bruner 1961
  • Emotional Intelligence – various sources
  • Conflict Resolution – Published Sources

It’s pleasing to note the positive feedback from colleagues who clearly enjoyed the session and got a good deal from it. Thanks to your team who were very competent and professional. It has been a pleasure to work with RoleplayUK.

Bill Chadwick, Stamford School

View case study

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