Managing Challenging Interactions Training

Gain practical skills and knowledge required to deal with people who may present with challenging, abusive, or aggressive behaviour.


Delivery: 4 hours via face-to-face classroom or virtually via Zoom

Audience: Anyone, 16 years +

Managing Challenging Interactions training aims to support those within roles requiring customer or staff contact – including but not limited to retail, call centre, customer services, complaints handling, and case management. Within these and many other roles, dealing with people who are distressed, angry, or displaying other challenging behaviours can prove to be one of the most difficult parts of day-to-day work.  

Providing training to people likely to be exposed to challenging behaviours – to enable them to better understand what is behind the behaviour and how to safely intervene or de-escalate the situation – is important for the wellbeing of those on both sides of the interaction.

This workshop aims to provide participants with the practical skills and knowledge required to communicate with people who may present with challenging, abusive, or aggressive behaviour. Using the Lifeline ‘Recognise, Respond, and Refer’ framework, participants will learn:

  • background factors that may be causing distress
  • communication skills and grounding techniques to utilise within challenging and/or emotional conversations
  • strategies for dealing with anger and distress
  • what to do if customers or colleagues are at risk of suicide
  • self-care strategies to use during and after difficult interactions.

Building the skills and confidence of employees to manage challenging interactions and deescalate heightened situations does not just support the wellbeing of those on both sides of the conversation. It also fosters a healthier, happier, and more resilient workplace, and has a direct impact on business goals, employee retention, and workplace productivity as a result.

For 24-hour telephone crisis support, call Lifeline on 13 11 14

If life is in danger, call 000

Lifeline South Coast would like to acknowledge the lives that have been lost to suicide. We are committed to supporting those with a lived experience of suicide and aim to reduce the stigma around seeking help for poor mental health and suicidal crisis.