Working with





This comprehensive workshop focuses on providing you with the knowledge and skills required to positively manage working with challenging or hostile behaviour displayed by clients and colleagues.

Learning outcomes and course content

  • See the importance of your clients and identify their challenging behaviour
  • Apply your professional boundaries
  • Explanation of the behaviour window
  • Apply the 5 steps to communicate effectively with your clients
  • Power games
  • Explore how conflict can be avoided
  • Strategies to deal with difficult behaviour
  • Become more assertive and use ‘I’ statements and listening skills
  • Explore how to deal with stress
  • Practice your communication skills in a friendly, supported environment


Key Details

Duration: Half day

Recommended audience: Anyone managing or working within a challenging team.

Maximum Participants: 15


Capability Framework Alignment

Personal Attributes1



Results   People Management1 


“A really insightful workshop and helpful in understanding mindsets in the workplace.”


Specialist trainers in:

Writing Job Applications & Interview Skills

Merit Assessment


Communication Skills

Customer Service



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