Dealing with Confrontational People

We provide a range of nationally recognised qualifications (local government specific) and council-specific non-accredited short courses as well as other professional development training options.

Who should Attend?

All employees have the opportunity to learn new skills to deal with confrontational people. Specifically, employees who work in the ‘coal-face’ of customer service i.e. customer service representatives, local laws officers, compliance officers, library staff, waste transfer workers, environmental workers etc will gain essential skills for job confidence and proficiency with this course.

Learning Outcomes

Participants will gain the essential skills needed for managing conflict.

Short Course details

About the Course and Course Topics

It’s understandable that the 21st century has been coined the ‘Age of Rage’. With ongoing pressures in work, social, financial and our personal lives, learning how to manage confrontational people is an essential skill. By teaching the skills of effective listening and responding, participants will learn how to neutralise anger for mutual benefit. Specifically, participants will learn:

  • How to notice their own emotions in a confrontational environment.
  • How Council Values can guide their behaviour during a confrontation.
  • How to maintain professionalism and to stay calm when emotions run high.
  • How to develop empathy to better understand the aggressor.
  • How the brain responds to confrontation and how to best communicate during conflict.
  • Why people get angry and how to better understand them during a confrontation.
  • Specific language responses which ease conflict and take the ‘heat’ out of a confrontation.
About the Trainer

David Contarini is a dynamic and accomplished facilitator.  David’s career started from humble beginnings as a physical education teacher to delivering engaging content in the leadership, events, sports management, road safety education & health and wellness sectors. David holds a master’s degree in management and Diplomas in Teaching and Events Management. David is Founder and Head Counsellor of Better Man Counselling – a private counselling practice for men in Brisbane.

Duration & Location

Our standard structure for this workshop is One full Day (6 hour) or Half Day (3 hour) options and can be delivered in any metropolitan or regional area of Queensland

Fees & Inclusions

Please contact Peak Services for course fees or a proposal for onsite/in house training.

Book Now

Upcoming Dates:

    8 May 2024
    Virtual Classroom (Inhouse Delivery Available)
    2 July 2024
    Virtual Classroom (Inhouse Delivery Available)
    11 September 2024
    Virtual Classroom (Inhouse Delivery Available)
    12 November 2024
    Virtual Classroom (Inhouse Delivery Available)
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