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Managing Aggressive Clients


Wednesday, 18 March 2020 from 5:30 pm to 9:00 pm (ACDT)

Managing Aggressive Clients

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RSVP Ended Free  

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Event Details

For General Practice Staff only

The session will provide effective de-escalation and intervention skills required for use in general practice situations based on the most likely behaviours staff may encounter. Marc Kalme, Founder and CEO of Tactical Training, will upskill attendees with techniques and strategies that have been reliably proven to be effective in managing moments of tension and to calmly respond to episodes of client aggression in a safe, professional and client-centred way.


Learning outcomes

  • To provide staff with a consistent and proven system when managing moments of verbal aggression or crisis situations for the well-being of all concerned.
  • Equip participants with proven tools, techniques, and strategies to apply immediately in escalating situations to minimise risk, distress, and potential harm.
  • Provide practical verbal diffusion tools and new advances in communication to effectively reach positive outcomes based on the
  • principles of building personal ‘Safety, Security, Protection, Wellness, Care, and Client Trust™’ for all concerned.
  • Provide effective measures to calmly and confidently respond to intentional and unintentional verbal aggression where verbally aggressive behaviour is sometimes directed towards staff.
  • Improve the skills of staff responsible for client interventions to provide the best possible care and a safer workplace.
  • Provide skills to reduce risks associated with dealing with confrontational behaviours.
  • Increase personal confidence to develop a stronger sense of personal
  • awareness, preparedness, capability, and resilience in vulnerable and or unprotected positions.
  • Provide necessary skills to comply with mandatory WHS duty of care
  • obligations.



5:30 pm – 6:00pm Registration and Dinner
6:30 pm – 9:00 pm Presentation - Mr Marc Kalme, Founder & CEO of Tactical Training
9:00 pm – 9:15 pm Questions, evaluation and close



Mr Marc Kalme, Founder & CEO of Tactical Training


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Sponsored by Return to Work SA

Have questions about Managing Aggressive Clients? Contact Sonder

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When & Where

Gepps Cross Hotel
560 Main North Road
Blair Athol
Adelaide, South Australia 5084

Wednesday, 18 March 2020 from 5:30 pm to 9:00 pm (ACDT)

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Sonder delivers a range of integrated community health services including mental health counselling, addiction services, employment support and Aboriginal health.

Sonder is an RACGP-accredited Quality Improvement (QI) & Continuing Professional Development (CPD) provider and runs regular education and training sessions for health professionals, staff and community members in metropolitan Adelaide. Our sessions capture a wide range of relevant and informative topics and generally last for a few hours through to several days. Most sessions are provided at no cost to the participants.

Working collaboratively with local health organisations, service providers and professionals, we are proud to support the provision of education and events in the region.

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