TURN TENSION INTO TRUST.

Managing Challenging & Aggressive Behaviours

Practical tools to stay calm, prevent escalation, and de-escalate challenging client behaviour with confidence safely.

When 'stay calm' isn't a strategy.

Working with people in high-stress environments can often mean encountering challenging or aggressive behaviours.

This practical and engaging short course is designed to equip participants with the skills, strategies and confidence needed to respond calmly and consistently when behaviour escalates.

Build your toolkit of language, techniques and self-management strategies to apply immediately in real client interactions.

Four modules

Short and sharp dynamic training – expertly designed and delivered.

1 hour

Is all it takes to complete the online course + some additional reflection time.

98%

Of participants recommend this program to other frontline workers in employment services.

Flexible hosting

The course can be hosted on your platform or ours – whatever works best for your organisation.

Four simple steps to improve client engagement

Supporting people through stress, frustration and change can sometimes lead to challenging or aggressive behaviour. This course gives you practical tools to stay calm, maintain safety, and keep clients engaged—without escalating the situation.

Step 1.

Build self-awareness

Move from instinctive reactions to intentional responses, creating a steady foundation for all future conversations.

Step 2.

Conflict prevention

Approach difficult conversations with greater awareness, empathy and structure so conflict is less likely to arise.

Step 3.

Recognise & assess

Develop skills in assessing emotional intensity, behavioural cues and safety risks in real time.

Step 4.

Strategies to de-escalate

Use calm communication, boundary-setting, and structured responses to defuse tension without confrontation.

$ 150

AUD +GST
(introductory)

Access to the 4 Modules
1 x Editable PDF workbook
30+ videos & resources
Certificate

buy now

$ Variable

Access to the 4 Modules
1 x Workbook
30+ videos & resources
Certificate
Direct access to a Bounce Facilitator
Choose your own dates and times
Work as part of a team

Let's chat

NOT SURE WHERE TO START?

Talk to us today!

With so many vital topics and delivery methods to meet any possible need, Bounce can help you get the best from your leaders, staff and clients – it’s just what we do!

Make the move from consultant to coach

Ever feel like you’re putting out fires – rather than empowering your clients to create autonomous, long-lasting change?

Then, it’s time to make the move from job consultant to job coach.

As a job coach, you’ll be able to:

Create more trusting client relationships

Gently shift your clients’ self-limiting beliefs

Motivate your clients to move forward with conviction

Experience greater balance and wellbeing at work

“I feel great about helping people in general. All the sessions in the course were fantastic - they are skills for life!

I've learnt new ways to communicate with my clients, to help them achieve the end goal of sustainable employment.

I feel confident because I've learnt new strategies to manage my time and energy, and build trust with my clients.

These organisations value job coaching

Let's chat!

There are so many different ways you can experience our Managing Challenging & Aggressive Behaviours program, and we’d love to tell you all about it! If you’ve got questions or want to know more, fill out this form today!

No time to wait?
Contact Kelly Mason straight away via 0419 326 694 or kelly@bouncelobal.net

Did we mention outcomes?

The stars light the way.

Managing Challenging & Aggressive Behaviours has an average star rating of 4.5 and these results are only just the beginning!

More insights from our Job Coach Alumni

"I have gained an enhanced awareness of my own barriers to effective coaching sessions, including tendencies to be pre-judgmental and holding limiting beliefs about both myself and clients. This self-awareness has granted me better control over my actions."

Rasika K.
Melaleuca

"I feel really good about moving forward with my clients. When issues arise, I will use the tools from this course to support and help my clients work through their issues and achieve positive outcomes.."

Helen B.
MADEC

"I feel confident and optimistic that I am now better equipped to assist my clients to reach their goals and maximum potential. Job Coach Certification training is a perspective changer!"

Joveria M.
MADEC

"I feel confident in my ability to support both customers and team members and can't wait for other job coaches to complete this training. I can imagine how valuable this would be to someone starting out in their career."

Rebecca B.
Max Employment

"The PEARLS process is something I have implemented to have more organised sessions with customers. I feel more emotionally aware of how I conduct sessions & it has assisted with better building rapport."

Sarah L.
Max Employment

"This course helped me to gain a better understanding of myself. Through using different tools like MORE & PEARLS, I feel I can develop trust and connection with my clients which fosters confidence and growth within my clients."

Vandana M.
AMES Employment

"I feel much more confident and better about supporting my clients as I feel like I am able to understand their situation better and I can now provide them with the tools they need to find a job."

Abeer M.
Max Employment

"I feel I am better able to build connection and trust with my clients. It helped to understand their barriers and overcome them to find employment. I feel that I can engage, motivate and inspire clients to change their outlook on life."

Mary Z.
AMES Employment

"I would definitely recommend the Job Coach Certification course for anyone as it can be applied in all aspects of life both, professional and personal lives."

Nick A.
Max Employment

Build your knowledge

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July 10, 2026

After the sparkle of Bounce’s 20th birthday celebrations, July arrived with a familiar reality check. Maria's latest blog reflects on the “birthday hangover” that can follow a major milestone, and why the middle of the year is the perfect moment to pause, reset and reconnect with what matters. It’s an invitation to activate hope, create clarity and take the next meaningful step into the second half of 2026.

Celebrating 20 years of Bounce

June 15, 2026

From a lounge room idea in Maryborough to more than 5,000 programs delivered and 30,000 lives impacted, Bounce’s 20-year story is one of courage, reinvention and relentless belief in people’s potential. In this milestone reflection, Maria shares her story - the moments, people, pivots and lessons that shaped Bounce’s journey, from early uncertainty to global reach, and celebrates the heart that has kept Bounce evolving for two decades.

Ready to be an agent for positive change?

Can't find what you're looking for?

Managing Challenging & Aggressive Behaviours

When 'stay calm' isn't a strategy.

Four modules

1 hour

98%

Flexible hosting