C.L.E.A.R. Choices: managing difficult behaviour in others

“Somehow we all missed it in school…lessons on how to communicate when things get sticky”

Program Overview

Clear (adj.) bright and shining, free from darkness, obscurity or cloudiness: transparent; easily seen and heard – distinctly perceptible to the ear; clear of confusion

This highly interactive one-day workshop derived from the enormously popular two-day Choices program will apply the C.L.E.A.R. framework to assist you in developing skills in managing challenging behaviour or difficult interactions at an interpersonal level. You will also develop intrapersonal strategies for recognising your own triggers and managing responses that may lead to conflict and stress. You will learn about boundary setting, applying assertiveness techniques including confronting others and the ability to listen empathically while receiving supportive coaching and feedback from our experienced VM consultants thus allowing for personal reflection and growth.

Feedback from participants is that the workshop has enabled them to identify what is appropriate or inappropriate behaviour, how to assess difficult situations, the thinking processes involved and then, how to choose the most effective response or action. This can lead to increased self-awareness, emotional self-control and handling anger and stress effectively. It also provided participants with the ability to proactively challenge self-limiting beliefs, greater confidence in approaching others assertively with enhanced confidence and a more positive outlook on life.

Who Should Attend?

C.L.E.A.R. Choices is ideal for anyone wanting to enhance their effectiveness in working with others. The workshop has been delivered to hundreds of front-line staff dealing with aggressive or emotional clients; equally it is also excellent for anyone experiencing challenging behaviour within the team or on a personal level.

Learning Outcomes

  • Identify the consequences of aggressive, submissive, assertive behaviour and passive aggressive behaviour
  • Identify the five key elements of the Emotional Competence Framework
  • Recognise the common, and some of the less obvious, barriers to communication
  • Define empathetic listening
  • Identify methods of communicating that respect the rights of both parties
  • Discuss and learn the positive consequences of effectively confronting difficult situations
  • Identify the most common forms of manipulation that lead to disempowerment and inter-personal conflict
  • Identify the key triggers including words, body language and tone that escalate into emotional responses
  • Describe typical reactions and the causes of defensiveness
  • Apply the C.L.E.A.R. solution to diffusing angry or emotional customers
  • Describe an effective boundary-setting process for handling abusive clients


  • Understanding our reactions to psychological attacks
  • Recognizing the signals of the fight/flight response
  • Identifying negative perceptions which influence our reactions
  • Learning the C.L.E.A.R. solution for coping with emotions with others
  • Understanding assertiveness and its role in setting boundaries
  • Learning the Emotional Competence Framework
  • Developing self-regulation
  • Definitions of common communication behaviour
  • Mental models and how they affect our communication
  • 5 levels of listening, including empathetic listening
  • The role assertiveness plays in our relationships
  • The power of body language

The Clear Benefits You Will Gain

  • CLEAR thinking – perceiving or discerning distinctly
  • CLEAR comprehension – completely understood without ambiguity
  • CLEAR mind – free from confusion, uncertainty, doubt, frustration and stress
  • CLEAR conscious – free from blame, guilt, obligation or anger with others
  • CLEAR communication – capacity for rich and meaningful connection

The Clear Benefits Your Organisation Will Gain

The cost of conflict and ineffective communication in organisations is enormous and include: loss of productivity; breakdown of teams and therefore a loss of synergy and cohesion, divisiveness, low morale, motivation and staff turnover
High staff turnover results in a continual leaking of energy, knowledge and skills, weakening the organisation and undermining profits.
Consequently, resolving conflict effectively and creating a positive and efficient workplace environment are imperative to increasing staff morale, productivity and overall profitability for an organisation.

VM Learning Approach

It is our methodology that sets VM Learning apart from other training providers. We use a blended learning approach with on-line pre-reading and personal assessments for participants to complete prior to the program. Our programs are highly interactive with practical challenging processes to ensure that learning can be applied immediately. We encourage learning sessions that provide participants with an opportunity for reflection and enhanced learning. Our dynamic workshops are based on accelerated learning and are certainly not ‘death by PowerPoint’ – when we say interactive we mean interactive!

Developing more robust individuals is our driving concern and we’re here to assist you and your team members. To book in for the workshop please call 07 3215 8888 or emailenquiries@vmlearning.com.au. We’re always happy to answer questions and provide information as part of our training with the heart approach.


To obtain further information regarding the fee for delivering this program In-house please contact us.