Challenging Encounters Workplace Training

Enhance your ability to participate in challenging conversations or meetings. This training covers emotional resilience, communication skills, self-care and more.

Do you avoid conflict?

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 use the term challenging encounters deliberately, because we don’t believe you need to ‘deal with difficult people’. Considering people ‘difficult’ tends to put all the responsibility on the other person. Our approach goes beyond this view.

Download our free e-Book:

7 Proven Steps to Handling a Difficult Situation

with Staff and Clients

Why our training for your staff?

We deliver this training in-house, and always adapt the content to meet your organisation’s specific needs.

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

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

We also offer this program as a public course if you have an individual or a few staff members interested (course dates here).

What’s in it for you? Hear from our participants

What will you 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.

For the full course outline and training content, click here


Duration: Two days 9.30am – 5.00pm

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

Venue:  Groupwork Centre Training rooms, location to be advised, or other suitable workshop space of your choice

Public course option:  For individuals or a few staff members. See our upcoming course dates here.

Facilitation services: Engage our staff for professional assistance to resolve a complex situation. Learn more

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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 skills using situations your staff members want to work on. We encourage them to bring real-life examples, and we allow time for them to address individual needs and issues faced in the workplace.

Held at Groupwork Centre training room inner Melbourne TBC.
See more about our delightful spaces for training.