Challenging Encounters Short Course

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Next Course 12-13 September 2017 Book Now

We build your confidence in a practical way, so you can contribute constructively to dealing with any challenging encounter.

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Is this your need?

Challenging encounters range from direct conflict to more subtle, tricky situations, but they can all tap into our deep fears – the stakes can become very high very quickly. With training in awareness of environmental factors and our own contribution to the encounter, however, we can create vastly different outcomes.

We don’t believe the notion of ‘dealing with difficult people’ is helpful. Considering people ‘difficult’ tends to put all the responsibility on the other person. Our approach goes beyond this view.

Why with us?

Our training builds practical confidence, so you can make a constructive contribution to dealing with any challenging encounter.  Self-aware, emotionally resilient people routinely handle challenging encounters and aggressive behaviour more effectively.  In fact, you will be able to prevent many from occurring!

This program supports you to change your behaviour and develop the ability to influence others.  You can use this approach in many different internal and external situations. These are useful life skills as well as for work.

 What will I learn?

Understanding of challenging behaviour

  • The role of the unconscious and self-awareness
  • Understanding and managing your responses to another’s challenging behaviour
  • Recognising the ‘triggers’; causes and signs of possible aggressive behaviour
  • Assessing personal safety

Skills to help deal with challenging behaviour

It’s not what you say, but how you say it!  These communication skills include:

  • Heart listening
  • Responding with compassion
  • Validating and normalising people’s experiences
  • Giving hearable feedback
  • Staying centred and on message
  • Maintaining your boundaries
  • Asking people to do things they are not happy about
  • Acknowledging people’s fears

Emotional resilience in challenging encounters

  • Managing yourself and others in the midst of challenging behaviour
  • Recovering after a challenging incident
  • Keeping yourself safe
  • Self care
  • The importance of debriefing
  • Supporting others who have been involved in challenging encounters
  • Peer Debriefing

Substantial behaviour change is required for you to be able to rely on responding well.  Now, this is a considerable task – behaviour change is possible, but not easy! We need support to make these changes.


Duration: Two days 9.30am – 5.00pm

Provided:  Delightful lunch, morning and afternoon tea, workshop materials and comprehensive training resource: Challenging Encounters Skills Training Booklet

Venue:  Groupwork Institute Training Rooms, 31 Rennie St, Thornbury (Melbourne inner north)

Parking: Ample street parking available

See our Privacy and Refund Policies

Our approach to training

We create an environment where you can look at your work practices with safety and lightness. Our work is lively, experiential and practical – and fosters emotional resilience throughout. And we have a bit of fun along the way!

A large part of the program is devoted to practising your skills using situations you want to work on. We encourage you to bring real-life examples, and allow time to address individual needs and issues you face in the workplace.

Held at Groupwork Institute Training Rooms.
Read more about why this is such a delightful space in which to do your training.

Pricing Information

Group bookings discount

Group Discount available:  We offer 10% off full price when 2 or more people from an organisation book into the same dates for this course. For each participant booking, in the Coupon field, please enter the word TEN , then click on Apply to receive your discounted total.

Payment via Direct Transfer

If you prefer to pay by direct transfer into our account, please use the following information:

Account Name: Commonground Training Resources Inc BSB 013 375 Account No 1107-71797

Paying by invoice

Please complete the information fields above, then click on Make Booking. We will email your tax invoice to you.

Refund Policy

Upon enrolment, you agree to the cost of this course. All course fees are to be paid prior to the course commencement date.

A 100% refund of the fees paid will be given when we receive notice of your cancellation more than one calendar month prior to the commencement date. If a cancellation is received within the calendar month prior to the commencement date, and your place within the course can be replaced, your fees will be refunded less a $50 administration fee. If your place cannot be filled then your course fee will be forfeited.

If you have any questions about the payment process or the course, please contact us.

  • Price:$880

    inc GST
Next Course 12-13 September 2017 Book Now