Quick Facts

8 weeks





Payment can be made via credit card or EFT


Start any time


In today’s society we can often be faced with individual behaviours that can be confronting and sometimes very frightening. We all want to feel safe within our workplace and being able to identify high risk situations or behaviours and to act appropriately can have a positive impact on deactivating a situation.

Increase your confidence and gain an understanding

• Of the causes of challenging behaviour

• The importance of debriefing and self-care following incidents involving challenging behaviour

• What to do when challenging behaviour happens

• Skills to defuse difficult situations

  • Flexible study options
  • Student support by fully qualified Trainers
  • Study when you want! Access your course content anytime, anywhere, from the comfort of your own home or workplace.

Become job ready with Medical Administration Training and our nationally recognised qualifications and short courses.

We are “the specialist in health related training” and have been delivering Medical Reception and Health Administration courses around Australia since 2004.

What do our students say?

This Nationally Recognised unit is suitable for staff that are required to handle difficult incidents and respond effectively to behaviours of concern of people. Learn how to identify behaviour, plan and apply responses and report and review incidents.

CHCCCS020 Respond effectively to behaviours of concern

Identify behaviour and plan response

Identify behaviours of concern in line with work role and organisation policies and procedures
Identify appropriate response to potential instances of behaviours of concern
Ensure planned responses to behaviours of concern maximise the availability of other appropriate staff and resources
Give priority to safety of self and others in responding to behaviours of concern

Apply response

Ensure response to instances of behaviours of concern reflect organisation policies and procedures
Seek assistance as required
Deal with behaviours of concern promptly, firmly and diplomatically in accordance with organisation policy and procedure
Use communication effectively to achieve the desired outcomes in responding to behaviours of concern
Select appropriate strategies to suit particular instances of behaviours of concern

Report and review incidents

Report incidents according to organisation policies and procedures
Review incidents with appropriate staff and offer suggestions appropriate to area of responsibility
Access and participate in available debriefing mechanisms and associated support and/or development activities
Seek advice and assistance from legitimate sources as and when appropriate

The total fee for this course is $295.

Payment can be made via credit card or EFT

All students are allocated up to 8 weeks to complete their course, however as this is a self-paced course you can complete in much less time should you wish.

Absolutely! Medical Administration Training delivers fully accredited training in Certificate III up to Diploma level qualifications in Health Administration.

We also have a number of industry specific short courses on offer. All our successful students are offered further discounts on our courses (not applicable for funded courses).

Reading and Writing
The course is an online course so you need to have basic English reading and writing skills, or higher. As a guide – you should have completed Year 10 schooling, or have proven workplace written communication skills.

Spoken English
To ensure successful completion of this course you must have sufficient English speaking skills to be able to communicate with your Student Advisor over the phone.

Numeracy Skills
Numeracy skills are only required to a basic level eg calculations with calculators.

Computer and Internet

  • Basic computer skills
  • Access to a Desktop Computer or Laptop; some course work may be completed via mobile devices
  • Internet access with Internet Explorer 8+, Chrome or Firefox
  • Microsoft Office 2010 or higher

Strong motivational skills to complete self-paced online learning

Other courses you might be interested in:

Medical Administration Training