July 19, 2018 @ 2:00 pm – 3:00 pm
National broadcast
NESA members $120 and non-members $150 (inclusive of GST) per registrant.
Max Croft
03 96242311

NESA Training Events


Managing Challenging and Aggressive Client Behaviour

Thursday 19 July 2018 | 2:00pm AEST

Target Group

All 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 online 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 in which learners will be given work-based activities to be completed as part of the series.



Session one : Self-management, resilience, and communication & listening skills. Session is being held on Thursday 19 July 2018 at 2pm AEST (1:30pm SA & NT, and 12 noon WA)

  • 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 Thursday 26 July 2018 at 2pm AEST (1:30pm SA & NT, and 12 noon WA)
  • 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

Extra details

Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time. 

A PDF copy of the presentation and a Certificate of Completion will be distributed to all registrants once the series has been completed.


Matt Luttrell (BOUNCE Australia)

With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both frontline and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.    


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