May 15, 2018 @ 2:00 pm – 3:30 pm
Cost for NESA members $120 and non-members $150 (inclusive of GST) per registrant. One payment for the two part series.
Max Croft
+61 3 9624 2311

NESA Training Events


Managing Challenging and Aggressive Client Behaviour

Starts Tuesday 15 May 2018 | 2:00pm AEST (1:30pm SA & NT,and 12 noon WA)

Target Group

Team Leaders, Managers, all Frontline staff


When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session coaching programme designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.

The coaching programme aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach whereby learners will be given work-based activities to be completed as part of the series.

What’s being covered

Session one : Self-management, resilience, and communication & listening skills. Session is being held on Tuesday 15 May 2018 at 2pm AEST

  • Understand the principles of how to self-manage and remain resilient in confronting situations.
  • How to maintain safe limits and set client expectations.
  • Understand how good communication can influence people.
  • Learn how to develop effective listening skills and assist clients to develop new skills in communication.

Activity : Provide a written example of a time when you were confronted by disruptive behaviour and what you did to de-escalate and minimise the effects.

 Session two : Barriers and limiting client behaviour, responding effectively, and maintaining personal and others’ safety. Session is being held on Tuesday 22 May 2018 at 2pm AEST

  • Understand the barriers to effective communication and how to maintain limits on client behaviour
  • How to recognise and deal with clients effectively when you feel like you are being provoked.
  • Have opportunities through case examples to link theory to practice and application for a safe environment.


Matt Luttrell

With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent.… READ MORE

Bounce Matt Luttrell 254x300 - Managing Challenging and Aggressive Client Behaviour Coaching Programme


NESA Member

$ 120
per registrant
  • Prices are inclusive of GST


$ 150
per registrant
  • Prices are inclusive of GST


For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311  |  EMAIL