Course overview

Develop tools to manage conflict, handle intense emotions, and create pathways to solutions.

Strong emotions and challenging behaviours can arise with clients, colleagues, or community members in various settings. This interactive workshop provides you with tools to recognise early warning signs of escalating emotions and apply effective communication and conflict management skills. You will also learn to understand your own emotional triggers, manage your reactions, and practise self-care to maintain professionalism and wellbeing.

This course is suitable for professionals in counselling, social work, community services, education, healthcare, and customer service who want to enhance their skills in managing challenging behaviours.

Who should attend

This workshop is ideal for:

• Counsellors, social workers, and community workers
• Teachers, education staff, and wellbeing coordinators
• Health and allied health professionals
• Customer service and front-facing staff
• Anyone working with individuals or groups who may present with challenging behaviours

Course structure

By the end of this workshop, you will be able to:

• Recognise early signs of escalating emotions and intervene effectively
• Understand how people react physically and emotionally in difficult situations
• Apply practical strategies to defuse conflict and support others to regulate emotions
• Identify and manage your own emotional triggers to maintain professionalism
• Use effective communication and conflict management skills to resolve issues
• Monitor your reactions and apply self-care practices to sustain resilience

About the presenters

Victoria Strong is a clinical counsellor and experienced trainer with Relationships Australia Victoria. She has a diverse background across education, counselling, and wellbeing, including roles as a Disability and Wellbeing Coordinator. Victoria has extensive experience supporting young people and families around complex issues such as gender diversity, sexual trauma, family violence, suicidality, and neurodiversity. Accredited with PACFA, she also brings lived experience of the disability sector, providing valuable insight into effective support strategies. Her work spans government, corporate, and not-for-profit contexts, with a focus on coaching, community training, and sustainable care practices.

Enrolment and course access

When you register, you’ll be directed to our secure payment gateway to confirm your enrolment. A Moodle account (our Learning Management System) will be created for you, giving you access to course details, materials, and workshop links.

Please note:

• Registrations close 48 hours before the event
• Payment must be received at least 2 business days before training
• For invoice payments, proof of payment must be provided at least 24 hours before the event

Note: No workshops are currently scheduled. Please contact us directly to register your interest.

Technical requirements

To participate in the online workshop, you’ll need access to:

• A desktop or laptop computer
• Reliable internet connection
• Headphones (recommended)
• Microphone and speakers
• A built-in or external webcam

Contact us

For further details or questions, please contact our Centre for Learning and Innovation:

• Phone: (03) 8573 2222
• Email: [email protected]