Our workshops help your team manage complaints, frustration, conflict, anger and challenging behaviour – while protecting their wellbeing and your organisation.
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Understand the psychology behind behaviour so your team can respond calmly and effectively.
Real-world scenarios, practice and simple strategies your team can use straight away.
We adapt the content to your customers, industry, policies and frontline realities.
Violence and aggression from customers, clients and members of the public are recognised psychosocial hazards that can create risks of both psychological and physical harm.
Safe Work Australia
of retail and fast-food workers experienced verbal abuse from a customer in the previous 12 months.
SDA Member Research, 2025
of retail and fast-food workers reported physical violence from customers in 2023.
SDA, No One Deserves a Serve
For customer-facing employees
Build practical skills to manage complaints, frustration, conflict, anger and challenging behaviour with confidence.
Also covers: angry and escalated customers, verbal abuse and recognising when safety needs to take priority.
For customer, client & community-facing employees
Respond appropriately to customers experiencing trauma, distress or vulnerability while maintaining professional boundaries.
For employees, managers & client-facing roles
We aim to respond within 4 business hours.
