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Management fundamentals

Managing difficult behaviours

Challenging behaviours can be stressful, but they don’t have to derail your confidence or progress. This session offers simple, practical strategies to help you respond calmly, set boundaries, and turn difficult interactions into chances to build resilience, understanding, and leadership.

Date Friday, 06 March 2026 10:00 AM - 11:00 AM
Where Details Online Online - MS Teams
User Details Members:
Level Details Suitable for all levels
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Radio14774 people viewed this event

What you’ll learn

  • How to recognise different types of difficult behaviours
  • Practical techniques to stay calm and respond thoughtfully
  • Ways to set clear boundaries and manage situations with confidence
  • How to shift unhelpful dynamics and improve communication
  • Strategies to turn challenging moments into opportunities for growth

Who is this webinar for?

  • Anyone who deals with challenging behaviour at work or in daily life
  • Staff wanting to feel more confident in difficult interactions
  • Managers and team leads who support others through conflict
  • People looking to strengthen communication and boundary-setting skills
  • Anyone aiming to stay calm, constructive, and resilient under pressure

Lead facilitators

Robin Davis

Having worked in various senior NHS management roles, Robin combines a realistic outlook with the latest change management thinking to achieve results. He has a genuine understanding of the competing demands of operational health care management and the challenge of meaningfully engaging clinicians in quality improvement. He is an accomplished facilitator and enjoys the challenge of working with teams to bring about improvements for patients and staff. A graduate from the NHS management training scheme in 2002, he has an MSc in Health Care Policy and Management.

Robin leads the quality improvement faculty at NHS Elect and is passionate about supporting organisations to design and deliver organisation-wide QI improvement initiatives.  Robin is a trained coach and supports quality improvement coaches across the NHS.  Robin has supported hundreds of teams across the country and enjoys facilitating team away days, workshops and development sessions.  Having worked in the NHS since 1997, Robin understands the challenges NHS staff face and is excited to be leading the Happier Working Lives programme for NHS Elect, which uses quality improvement tools to improve working lives across the NHS. Robin is an expert facilitator with passion for service improvement, service redesign and coaching.

Sally Vaughan

Sally started her career as an NHS General Management Trainee in 2006, gaining an MSc in Healthcare Leadership and Management as part of this programme. She has worked in various operational management roles across mental health and acute services since then, mainly in London teaching hospitals. More recently she was the Associate Director for Surgery, Theatres, Anaesthetics and Critical Care at Frimley Health NHS Foundation Trust, successfully leading those services through the Covid pandemic surges and elective recovery phases. Sally is a qualified coach and has training in Quality Improvement methodology.

Sally supported the opening of the Heatherwood Hospital as a state of the art orthopaedic and opthalmology elective centre at Frimley Health and increased Critical Care capacity permanently as part of the post-Covid response. Her leadership and coordination of surgical services at Frimley saw some of the first 'green pathway' elective patients treated outside of London in a Covid-safe environment against a backdrop of her Trust treating the 4th highest level of Covid patients in the country.

Sally has completed the Nye Bevan Programme and she is a MBTI Step I and Step II qualified facilitator. She also has a Post-Grad Diploma in Organisational Development Practice.

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