Save the date
Save the dateNovember 2, 20211 PM - 5 PM (GMT+11) Add to Calendar
Venue Location
Venue Location

Department of Communities and Justice

93 George Street
Parramatta New South Wales, Australia

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Event Details
Event Details

This workshop aims to assist people in delivering client services to those whose situations are complex and whose behaviour is, at times, demanding and challenging.

It will enable you to better understand the psychology of difficult people and assist in developing strategies and communication skills to deal more effectively in such client situations.

While this training is designed for external client focused situations, many of the skills learned are helpful in any relationship (internal, external or even personal).

Course outline
Course outline

    Delivery format

    • 4-hour interactive Face-to-Face workshop.

    What you'll learn: 

    Understanding Difficult Behaviour

    • The psychology of difficult behaviour
    • Your client's expectations – how do you rate?
    • The importance of setting explicit expectations and managing unrealistic expectations
    • Getting the 1st impression right (face to face/on the phone)
    • How to show initiative and be pro-active
    • The importance of follow-up and keeping clients informed
    • Why do clients demonstrate difficult behaviour? Who is most at risk?
    • Overcoming barriers to communication 
    • Understanding enquiries explicitly before answering them
    • What to do when people are on drugs or not making sense
    • Giving clear information and explanations
    • How to say 'No' while maintaining a positive relationship
    • Appropriate assertiveness – giving feedback

    Dealing with Challenging Situations and Behaviour


    • Recognising the warning signs
    • Managing stress and pressure
    • Emotion vs. logic – why people don't listen
    • Coping with over-sensitivity
    • Conflict Resolution – getting to a 'win-win' outcome
    • Negotiating the solution process 
    • Separating the person from the problem
    • Abusive or threatening clients – what to say and what not to say
    • Keeping yourself safe – what are the boundaries and what should you do?
    • When to escalate – using a team approach
    • Not taking conflict personally – learning to let it go
    • Scott Henderson (CEO of BSI Learning Institute Pty Ltd)

      Scott Henderson

      CEO of BSI Learning Institute Pty Ltd

    Additional Information
    Additional Information
    CPD Points

    Ahi Members are eligible to log 10 CPD points for attending this event.

    CPD points can assist members to achieve Ahi Professional Certification status. Ahi Professional Certification is awarded to housing professionals who have demonstrated a commitment to the housing profession and continuing professional development.

    Staying Safe at In-person Events

    While the NSW Government regulations permit this gathering, event attendees are reminded to follow good hygiene habits and physical distancing, including keeping 1.5 metres away from others, not making unnecessary physical contact with others, avoiding physical greetings, such as handshakes, hugs and kisses. For more information, see Australian Government advice for physical distancing.

    Event attendees are reminded to check-in at the venue and follow good hygiene habits and physical distancing, to help keep yourself and others safe:

    • Maintain 1.5 metres distance between yourself and others.
    • Avoid physical greetings, such as handshakes, hugs and kisses.
    • Wear a mask - if deemed mandatory in your location, or consider wearing a mask.
    • Wash and sanitise your hands thoroughly and often especially after using the bathroom, before eating and after coughing or sneezing.
    • Avoid coughing or sneezing into your hands. Use the crook of your elbow or tissue, and dispose of the tissue as soon as possible before washing your hands.
    • Do not attend this event if you are unwell, even if you are experiencing mild symptoms, such as a sore throat, runny nose, cough or fever.