Learn strategies to defuse difficult situations, manage intense emotions and move towards positive solutions.
Everyone gets frustrated or angry on occasion, particularly when they’re under pressure. Most of the time, they deal with their anger and frustrations in socially acceptable and appropriate ways, however, it’s important to know how to respond when they don’t.
This workshop will share strategies to defuse situations where clients, colleagues or community members are exhibiting strong emotions and/or difficult behaviours. We’ll also discuss how to understand your own triggers and have ways to manage your own emotions when using these strategies.
Learning outcomes
At the end of this workshop, you'll be able to:
- recognise early warning signs of escalating emotions in others and take steps to prevent conflicts from intensifying
- identify and address personal emotional triggers that may impact your response, ensuring calm and professional interactions in challenging situations
- understand how and why people react both physically and emotionally to difficult situations
- apply strategies to help others manage their emotions
- use effective communication skills
- articulate and apply conflict management strategies
- demonstrate an understanding of how to monitor your own reactions and practise self-care.
Ideal for
A range of workers in community organisations, social services, schools or businesses working with clients or colleagues demonstrating challenging behaviours and emotions.
About the presenter
Victoria Strong is a clinical counsellor and experienced trainer with Relationships Australia Victoria. She has a diverse background working in various settings, including education, where she has served as a Disability and Wellbeing Coordinator. Victoria has extensive experience in direct client work with young people and their families, addressing both simple and complex mental health issues, including gender diversity, sexual trauma, family violence, and suicidality.
Victoria’s expertise extends to working with neurodiverse youth and their families, supported by a deep understanding of the disability sector from lived experience. She holds clinical accreditation with PACFA (Psychotherapy and Counselling Federation of Australia). Her career spans the government, corporate, and not-for-profit sectors, where she has provided coaching, training, and support. Victoria is dedicated to enhancing community support systems and empowering others to provide effective sustainable care.
Registration information
- When you register, you'll be taken to our payment gateway to complete your registration. A new account will be automatically created for you in our Learning Management System (Moodle).
- Registrations for scheduled workshops close 48 hours before the event.
- Workshops must be paid for at least 2 business days before the training date, or your registration will be cancelled.
- If paying by invoice, proof of payment needs to be provided at least 24 hours ahead of the event.
Training Workshops Cancellation Statement [PDF, 1MB]
Contact us
Training and Development Team
Phone: (03) 8573 2222
Email: [email protected]