MARATE Virtual Sessions

Managing angry, rude, abusive, threatening, and emotional people

Overview

When a customer turns aggressive, a patient becomes threatening, or a client loses control, most frontline staff freeze, not because they lack empathy, but because they don't have a framework for what to do next.

MARATE Virtual Sessions give individuals and small teams that framework. In a half-day online intensive, participants walk away with practical tools for reading escalation early, managing their own response under pressure, and communicating in ways that de-escalate rather than inflame.

Course Information

MARATE Virtual Sessions are a condensed half-day facilitated session. You’ll be able to engage directly with the material and the facilitator through discussion and practical application.

Costs

MARATE Virtual Sessions are $425 + GST per person and are tailored for small groups. If you are looking to discuss a larger group, fill in our contact form below.

Session Dates

Sessions are currently run every 2-3 months. The current planned dates for 2026 are as follows:

July 9th
September 17th
November 19th

Select the date that works best for you and your team from the checkout through the button below.

What To Bring

All online sessions are run through Zoom. You’ll need the following to get the most out of it:

A laptop or computer with a stable internet connection
A camera and microphone to engage in the group
A quiet location to help focus.

All other necessary materials will be provided for you.

Whats Covered

Identification

Identify the underlying drivers of aggressive behaviours.

Defusal

Use effective defusing techniques when interactions become heated or emotional.

Understanding

Understand what works and what doesn’t when communicating in tense interactions.

Triggers

Know your personal reaction triggers and work towards developing successful self-management behaviours.

Strategies

Develop strategies for processing and recovering from high-stress interactions, including debriefing techniques and resilience building.

Assertiveness techniques

Apply assertiveness techniques to respond to difficult people and implement healthy boundaries.

Aggression styles

Identify aggression styles to form effective response strategies.

Influence

Adopt influencing strategies to steer towards desired outcomes and build better rapport.

Manage physical safety risk

Manage physical safety risk and safely manage difficult individuals in open environments.

Practical frameworks

Apply practical frameworks for confrontations, with tailored strategies for the unique demands of frontline roles.

Book Your Session Today

Success Stories

Providing dynamic learning experiences

Janette Collier

Acting Director, Australian Institute for Primary Care & Ageing

“Our partnership with CCS has been very successful and course participants have contacted me to say how much they enjoyed the training with CCS and how useful they found it. Many have incorporated the skills and strategies into their working and personal life. Their only complaint was that they wanted a longer session!“

Michelle Eddy

Director of Finance, Canadian Armed Forces

“David Patmore led us on our MARATE experience today and was a very engaging instructor. He made me feel confident and equipped to converse with difficult people/situations. This course will be relevant in all aspects of my life: work, family, friends and absolute strangers that I may encounter.“

Kiery Pascoe

Organisational Learning Specialist, Southern Cross Community Healthcare

“It was great to have a session where the facilitator was able to adapt to our industry and provide scenario’s that fitted in with our organisation. Loved how interactive it was and real practical skills that can be used immediately.“

Naomi Cooper

Acting Health Services Manager – Digital Health, Royal Flying Doctor Service

“The structure and content was really well thought out and was spot on for the needs of the group. I’ve attended a few workshops on the same topic and this was by far the most practical and useful.“