• Light-intensity content
  • 4 hours
  • Face-to-face session with trainer


This workshop provides participants with the skills and knowledge to respond to people who are displaying challenging behaviour, such as distress, anger or talking about the possibility of suicide or homicide. It is designed for anyone dealing with the public, in front line positions or dealing with other organisations either on the phone or in face-to-face situations. The interactive training components provide many opportunities for group discussion, activities and practicing new skills. The course can be tailored to the specific needs of participants.

Learning outcomes

By the end of this course participants will be able to:

  • develop an understanding of distressed or angry/abusive clients
  • improve communication and active listening skills
  • learn and practice skills to appropriately respond to clients who are angry and/or distressed, including de-escalating situations with significant emotion
  • learn how to recognise, respond and support clients with mental health concerns or thoughts of suicide
  • understand appropriate role boundaries and the relative responsibilities of the customer and the worker to achieve effective outcomes
  • have a framework for making appropriate referrals
  • develop individual self-care strategies and build resilience
  • understand the process for follow-up debriefing and support
  • enjoy improved productivity and worker wellbeing.

Who should attend?

Employees in public contact roles (front of house, customer service and telephone workers) who are responding to people who are sometimes quite distressed and may either become angry and aggressive or talk about the possibility of suicide or homicide. 18+ years.