Practical Skills in Managing Difficult and Aggressive Clients - Waterloo


Registration has closed, class size has reached it's capacity

This program is designed for General Nurses, Aged Care Nurses, Midwives and staff at any level who has interaction with clients and/or relatives

Participants will have the opportunity to discuss and explore skills and tools as applicable to their various situations.


  • Identifying patterns of aggression and verbal abuse

  • Managing emotional hijack in self and others

  • Skills and techniques in developing calmness and confidence

  • Practicing empathic professional approaches in dealing with aggression

  • Plan and develop a cognitive approach in managing each situation

  • Building positive relationships to get people on side.

This course does not have a mental health orientation.

Numbers limited! 


Dot Yam informs, challenges and motivates people in the areas of leadership, conflict management, communication, team building, customer relations management and effecting cultural change. For over 20 years Dot has trained nurses and members of the multi-disciplinary health care team.

Vivienne Black co-facilitates workshops with Dot Yam. Her expertise is in communication and building positive relationships. Vivienne works closely with multi-disciplinary healthcare teams. Participants who have attended her workshops found them enlightening, engaging, uplifting and life-changing.


  • When

  • Wednesday, May 31, 2017
    9:00 AM - 4:30 PM
    E. Australia Time

  • Where

    50 O'Dea Avenue
    Waterloo, New South Wales 2017

Additional Information

Cost: Members $85 / Non-members $170

  • Lunch & Refreshments Provided
  • Limited on-site parking available, reception opens at 8.30am
  • Cancellations made within a 3 day period prior to seminar will not be eligible for a refund

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