On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
Mad Bad Sad Tears Abuse and Threats
Mad Bad Sad Tears Abuse and Threats is our # 1 most popular professional development course. It originated a few years ago as a course for a government insurance company that was knocking back last dispute insurance claims. The staff knew that every incoming phone call was a person who was irate, upset and sometimes threatening. The course then morphed to hospitals and community services. Now we have a version of the course for most sectors. Recently the course has been very popular in regional government services and housing
Because of its popularity the content gets updated quarterly and the current course content has only a couple of models from the original version. Plus, it’s then tailored to the audience.
Working in organisations means you’ll be confronted with highly emotional internal and external customers. Mad, Bad, Sad, Tears, Abuse and Threats are some of the behaviours you’ll encounter. This niche course was designed for employees by an organisational psychologist to give you tools to deal with these unwelcome behaviours.
What do participants say about the Tailored Mad Bad Sad Tears Abuse and Threats In House Workshop? Here’s 3 testimonials
“Lots of fun, made it easy to learn.” J. Shelberg Bright Brewery
“David is an excellent training facilitator. He took the time to adapt examples that we could really relate to. He is an EXCELLENT listener! And he is really good at picking apart what individuals say (in a good way) and applying the training to situations we bring forward. As someone who rarely feels comfortable speaking up in a situation like this, his approach was very much appreciated.” M Habjan Council for the Arts
“Tom was a really engaging presenter, really enjoyable and useful session”. A. Weekes Sports Integrity Australia
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Key Learning Outcomes
At the conclusion of this course participants will be able to:
Defuse conflict in its infancy
Critique responses to “tears” and “threats”
Discuss upstream and downstream anger and the impact that it has on the business
Discuss the best way to take angry calls and emails from customers
Learn how to respond to angry customers (rather than react)
Use interruption techniques to structure thought
Review protocols on dealing with drug and alcohol affected people
Discuss dysfunctions that lead to anger and decide what you should do
Categorise types of difficult behaviour
Recognise and avoid vocabulary that adds fuel to the fire
Communicate with detached empathy to encourage calm
Discuss how to put unpleasant issues behind you (without constantly replaying)
Accept that the workplace is imperfect and build action plans for what you can control
Course Description
Participants will learn how to deflect anger rather than confront anger. Participants will learn how to deal with these behaviours in a manner that keeps any follow up aggravation at bay and more importantly keeps your people safe. Other participants that have completed this course have reported their surprise at how this methodology has helped them take control or regain control by using proven psychological tools.These behaviours are difficult to face. Often there is no flow or logic to the outburst. The ideal outcome is that you remain safe and can put the incident behind you. Drug and alcohol affected people are now a growing hazard too.This course helps participants discover a toolbox of ideas and strategies to use in these intense situations. Participants explore a number of psychological tools they can use when they feel intimidated or angry in these encounters.

Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Mad Bad Sad Tears Abuse and Threats is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Mad Bad Sad Tears Abuse and Threats and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.