Date:     Friday 4 December 2026
Time:     10.00am – 11.30am
Venue:   Online
Cost:      $209 inclusive of GST

This program will focus on improving awareness and skill in managing difficult client behaviour, to debrief effectively after an incident, and learn resilience techniques to strengthen your staffs’ capacity to manage the everyday stressors of the work.

Learning outcomes:

• Identify and manage their own personal triggers – understanding their reactions to situations
• Identify and manage difficult customers with an understanding as to how life circumstances can manifest into anger for people 
• Understand how to build resilience within themselves to cope with challenging situations and anger
• Using a de – escalation framework explores how to de- escalate situations
• Obtain useful tips to manage difficult situations 
• Understand the importance of self-care and identify and practice some stress management techniques  
• Explore workplace related case studies to integrate theoretical practices.