Dealing with Difficult Clients
Gain skills to manage challenging interactions calmly and effectively.
Feel more confident managing challenging client interactions, reducing tension and responding professionally under pressure.
Upcoming Events
Program Overview
Working with clients can sometimes involve difficult conversations, heightened emotions and challenging behaviour.
Dealing with Difficult Clients provides practical strategies to help employees manage these interactions with confidence, professionalism and care.
The training focuses on communication, de-escalation and responding constructively to challenging situations while supporting employee wellbeing and resilience.
Training Bookings – Important Information
We look forward to welcoming you to our training!
Places are limited for some sessions, so we encourage you to book early. Your place is confirmed once registration and payment are complete.
If your plans change, please contact us at least 7 days before your training date. Cancellations made at least 7 days in advance will receive a full refund with no administration or cancellation fees. Cancellations within 7 days may incur a cancellation fee reflecting reasonable costs already incurred.
Need to change your training date? We’re happy to discuss transferring your booking to another available session.
If Workplace Matters cancels or significantly changes a session, we’ll contact you at the earliest opportunity to discuss your options, including a refund where required.
Who is this for?
This training is suitable for all staff, team leaders, and supervisors at every level who engage with clients. It’s for anyone who wants to improve their ability to manage challenging interactions and build their capacity to cope with the emotional demands of their role.
What can I expect?
Our program offers a supportive and interactive learning environment. Through this course, participants will gain practical skills and a deeper understanding of how to manage themselves and others in difficult situations.
The program is offered as a 90-minute online session or a more immersive three-hour face-to-face workshop, providing flexibility to suit your team’s needs.
How can we help?
By the end of this program, participants will be able to:
- Identify and manage personal triggers
- Identify and manage difficult customers
- De-escalate challenging situations
- Build resilience and practice self-care
Book a Session
Choose your industry below to view upcoming Dealing with Difficult Clients training sessions:
• Customer Service Officers
• NDIS Workers
• Retail Workers
• Community Development Workers
• Allied Health Professionals
To view available dates and secure your place, visit our booking page.
How to book
To discuss your team’s needs, learn about availability, and book your session, please contact us.
Frequently asked questions
The course is designed to help staff develop practical skills to manage difficult client interactions with confidence. Participants will learn how to de-escalate challenging situations, maintain resilience under pressure, and practice self-care techniques.
This training is suitable for all staff, team leaders, and supervisors at any level who may interact with clients or customers.
The program runs for 90 minutes if delivered online or three hours if delivered face-to-face.
By attending, you will gain skills in:
- Identifying and managing your personal triggers
- Managing challenging client behaviours
- De-escalating conflict effectively
- Building resilience to workplace stress
- Practicing meaningful self-care
The course can be delivered online or as an in-person workshop, depending on your organisation’s needs.
Group sizes can be tailored to fit your organisation. Please contact us to discuss the most effective setup for your team.
Staff gain immediate, practical strategies that can be applied in real-world situations, reducing stress in difficult interactions and fostering a safer, more positive work environment.
You can book online or face-to-face training by contacting us via email at workplacematters@relationshipmatters.com.au or calling 03 8650 6262.