Managing Difficult & Demanding Clients


How to Communicate with and Manage Problematic Patients in a busy Care Environment!

Have you ever experienced the following?

  • Loud, frustrated and demanding behaviours that are unsettling whilst trying to provide quality care to the client?
  • Attempting to calm someone down only to find that it inflames the situation further?
  • The stress and emotion of having to keep your cool when being verbally abused?
  • Having to ‘think quickly on your feet’ when trying to defuse client and family tension?

Working in a modern care environments can be a busy, rewarding and challenging all at the same time. It is imperative that carers maintain a safe and positive environment where all feel supported, cared for and non-threatened with the service.

Understanding the strategies and skills to manage client and family expectations successfully requires strategy. Providing frontline teams with the right toolkit to manage difficult client dynamics is a major key to providing successful quality care.

If you want you care team to improve upon how they manage these situations then ‘Managing Difficult and Demanding Clients’ could be just the solution that is needed.

Learning Outcomes

  • Learn how to manage high-level emotional reactions to a positive outcome.
  • Identify the key elements of communicating and applying healthy client boundaries that minimise disruption.
  • Use effective defusing techniques when things get heated or emotional.
  • Know your personal reaction triggers and work towards developing successful self-management behaviours.
  • Strategies to manage the client’s hostile family members.
  • Using influencing strategies to maintain a safe practice environment for all carers.
  • Identify early warning signs to be ahead of the situation.

Designed For

  • Anyone who works on the frontline in a care role and facilitates the daily process of client management.
  • Those who are looking for effective strategies to defuse and deal with emotional, aggressive or difficult clients.
  • Frontline staff looking for ways to deal with client families or others involved and manage their expectations.
  • Ideal Size: 6-15 participants.

Course Inclusions…

  1. In-Depth TNA

Our consultants can provide a thorough Training Needs Analysis of your skill needs and learning objectives. We will ensure that we develop the best solution to upskill your team guaranteed.

Program Reports

We provide a range of evaluation methods and options to help you gain the right information and feedback to understand the return of training investment to your team and organisation.


All programs can be customised to your desired learning and skill needs. This includes activities and exercises that reflect your daily work practices, tailored content and real world scenarios.

Industry Facilitators

All our Facilitators bring real world experience and come highly recommended in their fields of expertise. We guarantee the right match for your organisation.


As a highly respected Australian education brand the CAL Group offers a Certificate of Achievement to acknowledge your professional development journey.

Our Learning Solutions…

Remote Ready

All our programs have remote workplace delivery methods to cater for your specific organisational needs. Our facilitators are highly experienced in Live, Hybrid and Virtual formats.

Adaptable Delivery

Each program can be conducted in a variety of time and delivery formats to suit your staffing needs. Talk to us about how we can best adapt to your training requirements.

Fully Customisable

All training content is tailored to your specific training needs and objectives. This includes using real workplace scenarios for activities and exercises.

Social Learning Integration

With increased remote workplace challenges our workshops inetgrate social learning techniques to develop your team through connecting with each other.