When you're the first point of contact for angry clients, distressed families, or community members in crisis, every conversation matters. And the hardest ones can leave the biggest impact.
Frontline workers are often the face of services and systems. They're also the ones who absorb frustration, manage outbursts, and hold the line when others are escalating. But few receive the tools or training they need to stay calm, clear and effective when things get tough.
That’s what Tough Conversations for Frontline Staff is designed to change.
This one-day, practical training gives frontline professionals the language, structure and confidence to manage emotionally charged interactions without getting pulled into conflict. The focus is not on theory, but on techniques you can use the very next time someone raises their voice, refuses to listen, or demands more than you can give.
What makes this different? This course is grounded in real-world frontline experience and informed by psychology, neuroscience and communication strategy. It includes:
A clear model for de-escalation and emotional regulation
Practical phrases and scripts to redirect unproductive conversations
Role-play exercises to rehearse calm and assertive responses
Strategies to manage personal triggers and protect professional resilience.
You will learn how to:
Stay composed when others lose control
Maintain boundaries and professionalism under pressure
Respond without escalating
Know when to redirect, step away, or escalate appropriately.
This course is ideal for:
Reception and customer service staff
Community support and case workers
Youth and family service teams
Housing, health, and local government frontline staff.
If your team regularly handles conflict, distress or hostility, this training is for you.
Upcoming courses: Tough Conversations for Frontline Staff
Monday 21 July | Face to face | Newcastle – Club Macquarie | $450 including GST Friday 15 August | Live online webinar 8.30 am to 3.30 pm AEST | $399 including GST