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Managing Challenging Interactions

Anyone who is exposed to challenging situations and interactions in their workplace or community would benefit from this course. These roles include, but are not limited to; retail, call centres, collections, customer services, complaints and escalation handling, case management, or anyone exposed to challenging interactions in the workplace. 

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What you will learn

Our Managing Challenging Interactions workshop will build participants’ skills and confidence to understand, defuse and respond to clients in emotional distress, those who are highly frustrated and/or angry.

After completing the course, participants will be able to: 

  • Identify strategies to maintain resilience
  • Practice using the CARP model to manage challenging interactions
  • Apply de-escalation techniques to manage unacceptable behaviour
  • Identify ways to respond to people who may be suicidal.

Request training

Please send our team an email with details on the training you would be interested in, including details on location, group size and preferred delivery method.

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