The Dealing with Difficult Behaviours short course supports your development as a proficient communicator, adept in dealing with challenging personalities and situations. Through this course you will gain the confidence and professionalism to maintain composure in the face of difficulty.

*Now available in Parramatta, NSW.

PRICE - Please Choose Your Location First
Non Member

This course is right for you if:
You wish to strengthen your skills in handling challenging situations appropriately and successfully.

Your employer will benefit because:
You'll have the skills to positively address difficult situations and determine a way forward that recognises and respects the needs of all parties.

1 day

This AIM course was previously called Dealing with Difficult Situations.

Please note that the prices for AIM short courses do not include assessment. If you wish to complete the assessment for the relevant unit of competency or discuss doing a full qualification please contact the AIM Client Services team on 1300 658 337.

  • Develop personal assertiveness strategies
  • Understand brain response functions to others' difficult behaviour
  • Identify ways people create and use conflict to manipulate others
  • Identify and understand types of difficult behaviour
  • Develop tactics to manage difficult behaviour
  • Communicate positively and assertively
  • Determine how and when to train, coach and counsel difficult employees
  • Respond to difficult situations with professionalism and confidence

By managers, for managers - that is the principle through which AIM selects, endorses and ultimately entrusts to its talented pool of facilitators the important task of educating the future managers of Australia.

AIM’s facilitators are selected on the basis of both their skills as presenters and their academic and practical experience. We take very seriously the notion that the art and science of management is best imparted by those who have been down that road and continue to practise in the area of management.

Facilitators delivering this course include:

Linda Kirkland
Linda is a facilitator with more than 20 years of professional experience in teaching, tertiary lecturing, personnel management, staff training, corporate training and private counselling.
She has extensive training and experience as a counsellor and educator. Linda has held positions as senior trainer for a major retail corporation and travelled throughout Australia delivering management and customer service training to all levels of staff. In addition to facilitating courses in leadership, coaching and customer service she also delivers supervisory and management training skills.

Monique Richardson
Monique is a customer service specialist, employed in the service industry for over 18 years and 14 years in the Training and Development field. She commenced her career in customer service and worked for organisations such as Safeway, the Keg Restaurant Chain, Optus Communications and Hertz Australia. Monique held positions such as Call Centre Training Manager and National Training Manager before embarking on a career in consulting, combining her passions of customer service and training and development.

Please note: facilitator availability is subject to change. The facilitators profiled above are a representative sample of who can deliver this particular course.


Course fees include:

  • Comprehensive course notes
  • Lunch
  • Morning and afternoon teas

Please advise AIM when booking if you have any dietary or accessibility requests.


Thank you!

A member of our team will be in touch shortly or if you prefer
to talk to someone now, please phone 1300 658 337.

AIM Client Services team