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Managing Abrasive Behaviour

1 Day Workshop

CPD 6.5 hours

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This one-day workshop focuses on how to respond to abrasive behaviours in the workplace. Building on your communication skills and knowledge of conflict dynamics gained in mediation training, this interactive day sets the framework for constructive and positive interventions such as mediation and coaching. Through group discussion help build your skills in responding to abrasive behaviour with confidence and clarity.

Who should attend?

  • Individuals who practice dispute resolution and/or assist employees with their interactions in the workplace

  • Individuals interested to limit the damages of abrasive behaviour in the workplace


About the trainer:

Dr. Penny Webster has over 25 years of experience working in ADR as an educator, researcher and practitioner. Her PhD thesis explored organisations and individuals expectations of their grievance resolution systems in responding to complaints about bullying and abrasive behaviours. She has trained mediators for IAMA and Deakin University, lectured at conflict theory and negotiation at postgraduate level for Melbourne University.

Dr. Webster trained with the founder of the Boss Whispering Institute, Dr. Laura Crawshaw in 2011, and runs a conflict and complaints intervention consultancy service based in Melbourne. She is a Fellow of the Resolution Institute, a Certified Professional of the Australian Human Resource Institute and has held NMAS accreditation since its inception in 2008.

Why attend this workshop?

This course was developed by the Boss Whispering Institute (BWI) as an adjunct to mediation and coaching interventions. Managing abrasive behaviour in no easy task, and doing it poorly, or failing to do it altogether can have disastrous consequences for the organisation, the individuals involved and you. You know what you should do: intervene early, be specific, and develop a corrective plan. Why is it so terribly hard to do it, and what can you do to handle unacceptable behaviour calmly, confidently, and expertly?

In this one-day program you will learn about:

  • The psychodynamics of why people behave abrasively

  • The differences between acceptable conflict and unacceptable behaviour

  • The foundation of behavioural expectations for respectful conduct

  • The psychological forces that make intervention so challenging, including unconscious fears and predictable defence mechanisms

Continuing professional development:

Participating in this workshop day will contribute 6.5 CPD hours under the National Mediation Accreditation System (NMAS).

How to register:


Call the learning team at the Resolution Institute on 02 9251 3366 to register your place or click the link below.

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