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Dealing with Difficult People in the Workplace

Sometimes we encounter difficult people at work who may be aggressive or threatening, whether they are internal or external clients. This interactive and practical workshop is designed to assist staff to manage these situations in a way that ensures their safety and lessens their levels of stress.

This training is subsidised by the NSW Government.

We are currently accepting waitlist registrations for this course. Please see below to view full course details and to join the waitlist.

Course Information

As part of this workshop, you will gain an understanding of:

  • The Levels of Conflict tool
  • Flight, fight and flow behaviours
  • Verbal responses - what to say and what to avoid
  • Behavioural styles questionnaire
  • Exploring how to handle those styles and stay safe
  • Assertiveness exercises and case studies
  • Strategies to reach an agreement
  • Better alternatives to handle aggression
  • How to debrief after a difficult incident
  • Personal learning contract – how to transfer learning to the workplaces

The Targeted Skills for Small Business program is a NSW Government initiative, established to deliver training for small business owners and employees of small businesses who want to better understand how to use the latest technology and gain up-to-date knowledge to improve their business operations.

Our Small Business Accelerator courses are subsidised by the NSW Government for eligible participants. You may be eligible for fully subsidised training under the Targeted Skills for Small Business program if you are:

  • 15 years old or over
  • no longer at school
  • living or working in NSW (or an Aboriginal or Torres Strait Islander person living in specific NSW border areas); and
  • an Australian citizen, permanent resident, New Zealand citizen, or humanitarian visa holder (or a partner visa holder whose sponsor is a humanitarian visa holder)

To be eligible for subsided training under this program you must:

  • be an owner of a small business, or;
  • be an employee of a small business, or;
  • be an employee of a not-for-profit business

NOTE: A small business is an enterprise with less than 20 full-time equivalent (FTE) employees, or less than 200 FTE employees if the enterprise's primary operation is in a regional or remote location.

Workshop Dates:

  • Dates will be listed here when courses are scheduled. Join the waitlist below.


  • This workshop will be delivered online via Teams.

What you will need:

  • Computer or laptop
  • Internet connectivity

Meet Your Trainer

Keith Whelan

Specialising in Funding Consultancy & Business Storytelling, Keith Whelan provides high level assistance to Local, State and Federal Government, Not for Profit organisations and Private Enterprises, in planning for and accessing extra income streams as well as developing their own respective narrative.

Keith has also worked in the Public & Private sectors in Ireland, Australia, and New Zealand. He presently works with a number of companies across Australia in developing their respective Business Storytelling capabilities, Corporate Social Responsibility Strategies, Social Enterprise and Social Procurement strategies.

Keith Whelan

It's important to know how to manage difficult interactions at work - join the waitlist now!

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