Case studies
We give organisations and the people in them unique learning experiences to help them thrive in a modern world.
Retail
Max Mara
Fashion retailer empowers managers to manage difficult customers
Upskilled store managers to assess and adopt the most effective approach to match the unique demands of difficult customers.
Government
Hume City Council
City council equips frontline care team with effective de-escalation tactics
Supported supervisors, service staff, internal management, and care coordinators to safely extend level of care to aggressive clients.
Community services
Catholic Care Tasmania
Nonprofit trains staff in healthy self-management techniques
Equipped the frontline team with self-care improvements practices and how to more effectively handle aggressive and difficult people.
Defence
Canadian Armed Forces
Military command trains workers on de-escalation and boundary setting
Members of the base postal division implement customer communication improvements conducive to military culture.
Government
Huon Valley Council
Council workers equipped with difficult customer training
Local government employees improve self-management and boundary setting practices, as well as learning behavioural driver identification.
Government
Hepburn Shire Council
Waste management council team learns to manage aggressive residents
Local government employees upskill on understanding and de-escalating a range of emotional and difficult behaviours.
Defence
RSL Queensland
Advanced follow-on workshops delivered to reinforce and build on foundational skills.
Empowering staff who come into regular face-to-face contact with customers navigating significant personal hardship.
Government
Workskil Australia
Team equipped with difficult customer training
Local government employees improve self-management and boundary setting practices, as well as learning behavioural driver identification.
Government
Department of Education Victoria
Empowering staff to navigate emotionally charged conversations
Customised program that reflects the Department’s policies and escalation protocols, while providing practical skills to manage the pressures faced by education professionals.
Government
City of Greater Geelong
Local government team empowered to manage complex behaviours.
Programs were developed from real incidents provided by Council operations staff, ensuring the training resonated directly with participants’ daily reality.