Managing Challenging Interactions

Support yourself through high-pressure moments and difficult conversations.

This practical workshop is designed for frontline workers, including those in retail, call centres, collections, customer service, complaints handling, escalations, and case management, as well as for Team Leaders managing these teams.

Challenging interactions in the workplace can take a toll. This training gives participants the skills and confidence to handle distressing, abusive, or aggressive behaviour while maintaining their wellbeing. Grounded in real-world scenarios, the course explores communication strategies that de-escalate tension and support those in crisis, all while helping staff build their own resilience.

Course Details: 

• Duration: 4 hours

• Format: Facilitator-led (face-to-face or virtual)

• Group Size: 12–20 participants

What You'll Learn: 

• Understand the background factors that may cause someone to become distressed or aggressive
• Communicate with confidence and compassion during high-emotion interactions
• Use grounding and de-escalation techniques in real time
• Recognise and respond to signs someone may be at risk of suicide
• Strengthen your personal resilience and apply self-care strategies during and after difficult conversations

Book This Workshop

To book a course or enquire about training with Lifeline WA, please complete our training enquiry form below and we’ll be in touch within 48 hours. For general enquiries, contact us at training@lifelinewa.org.au.