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Training Solutions

Managing Challenging Interactions

Full-day or Half-day format 

Managing Challenging Interactions is designed to empower participants with the tools and strategies needed to navigate difficult conversations and behaviours across diverse workplace settings. Whether addressing client conflict, workplace tensions, or customer complaints, this workshop equips individuals with evidence-based techniques to foster constructive dialogue and protect personal wellbeing.

Ideal for:

  • All Staff
  • Front Line Staff
  • People Leaders

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Participants Will:

  • Understand the role of emotions in influencing the communication styles and behaviours of yourself and others.
  • Learn how to recognise, assess and effectively respond to the stages of distress in yourself and others.
  • Learn how to acknowledge and adjust default communication styles to shift from ‘reacting’ to ‘responding’.
  • Learn best practice communication skills and strategies to common challenging scenarios.
  • Recognise roadblocks for effective communication, learn practical de-escalation and recovery strategies.
  • Learn how to establish healthy and safe boundaries to protect your mental health and wellbeing.
  • Recognise the importance of looking after your own mental health and wellbeing.
  • Practice responses through real-life scenarios and role plays.
  • Know how and when to access supports.

Business Outcomes

  • Improve customer outcomes, client retention and staff productivity and resilience.
  • Overall better health, safety and wellbeing knowledge to support and protect the mental health and wellbeing of self and others.
  • Increases staff skills in managing challenging interactions.
  • Encourages staff to create a psychologically healthy and safe workplace culture.
  • Minimises the risk of psychological injury through early intervention.
  • Supports compliance with WHS/OH&S requirements.

Trusted Clients and Partners

Country Fire Authority logo to highlight a trusted partner.
Personal Injury Education Foundation logo to highlight a trusted partner.
Healthy Heads Trucks & Sheds logo to highlight a trusted partner.
Transport Accident Commission logo to highlight a trusted partner.
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Deakin University logo to highlight a trusted partner.
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Mecca
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What Our Clients Say

“

Mel was a great facilitator, and I thoroughly enjoyed this course. I look forward to using what I’ve learnt today to help my team mates through difficult situations.

Anonymous Coles
“

Thank you for a fantastic workshop, Tom. I was able to apply these strategies immediately with my team and we have been having more meaningful one-on-ones ever since.

Senior Leader Department of Transport & Planning