Behaviour and Conflict Management

Upcoming Event

Available sessions will be listed here when scheduled.

^Any available DEA Member discount will be applied at checkout

This interactive, two-part webinar series is designed to build skills in dealing effectively with challenging behaviours and managing conflict from an employment service provider perspective.


When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviours is inevitable. To that end, working with clients can be enormously rewarding and enormously challenging at the same time. Understanding human behaviour and how to communicate is often the key to ensuring that we maintain safe and productive working relationships. 

These webinars will provide you with the skills to help you understand and deal with the challenges of a modern day, client-centred employment service framework. You will acquire the knowledge needed to identify challenging situations, enhance your communications techniques, avoid high levels of conflict, and work on strategies to minimise harm or threats.

Linda Pierson is a highly skilled and well regarded coach and trainer for Bounce Australia in the employment services sector. Her coaching, training, management and leadership experience includes seven years as  a Bounce trainer and 10 years in project and senior management roles with Australia Post and Major Change.

Linda's strengths as a coach come from her diverse lived experience, professional qualifications and training. Her passion for helping people and unique skills have seen her deliver the Bounce program within employment services across the country in face-to-face training rooms and online through virtual sessions for many years.

Linda is a dynamic change agent with a talent for leading people through change with positivity and courage. Her ability to effortlessly and elegantly influence and motivate people to achieve peak performance makes her a highly sought-after coach. Linda is a member of the International Coaches Guild. Her qualifications include a Certificate IV in Training and Assessment, NLP, Human Behaviour Profiling (EDISC), Mental Health First Aid as well as speaking fluent French.

Suitable for:

Employment services staff who need to respond to challenging situations by understanding different communication styles and adopting preventative measures to manage risk.

Expected Outcomes:

  • Understand the client’s model of the world and causes of challenging behaviours
  • Emotional intelligence and how this can be strengthened
  • How to influence effectively through identification of a person’s communication style
  • The value of clear communication when addressing concerns
  • Responding appropriately to conflict, through the lens of the Escalation Cycle
  • Identify strategies that staff/supervisors/sites can put in place to minimise conflict and avoid harm to themselves and others
  • Understand the importance of debriefing sessions following incidents involving any conflict situation
  • Assessing the severity of conflict and responding accordingly
  • Physical danger and safety zones when engaging aggressive clients


2-part interactive webinar