SALE ON NOW - Enrol into the Medical Reception and Terminology course today for $495 (RRP $560). CLICK HERE

CHCCCS020 Respond effectively to behaviours of concern

Managing Difficult and Challenging Behaviours

Healthcare professionals encounter diverse individuals with unique needs and circumstances. This nationally recognised CHCCCS020 course will equip you with the essential skills to respond effectively to behaviours of concern, creating a safer and more supportive healthcare environment.

Enquire NowApply Now

By clicking ‘Apply Now’ you acknowledge that you have read and understood the course guide and the student handbook.

Image of man with glasses looking worried.

Total of
1 Unit

Full time or
Part time

Payment options

Certificate on


Course Overview

Course Highlights

Flexible, Online Learning

Dedicated Student Support Team

Fully Qualified Course Trainers

Downloadable Training Resources (Yours to Keep)

Enhanced Employability & Career Opportunities

Certificate of Completion & Nationally Recognised Statement of Attainment

In today’s society, we can often face behaviours that can be confronting and sometimes very frightening. We all want to feel safe within our workplace. This course will delve into the critical aspects of recognising, assessing, and managing inappropriate behaviours in a healthcare setting. 

Whether you are an experienced healthcare provider or just beginning your career journey, this course will empower you with the tools to provide high-quality care to all individuals and effectively respond to behaviours of concern.

Download Course Guide

Quick Facts


8 weeks (finish earlier if you wish)


Online with 24/7 access to your course

Fees & Funding

Credit card or EFT payments accepted

Start Date

Any time!

Course Outcomes

What you’ll learn

Via a combination of theory and practical course work activities, you will increase your confidence and gain an understanding of:

What you’ll earn

You will receive a certificate of completion and a statement of attainment when you successfully complete this CHCCCS020 course. Anyone in the following roles would highly benefit from this training:

The causes of challenging behaviour

The importance of debriefing and self-care following unsettling incidents

How to respond to challenging or inappropriate behaviour

How to diffuse difficult situations per organisation policy and procedure

Report and review workplace incidents

Health Administration Staff (GP/medical practices, hospitals, aged care homes, allied health facilities etc.)

Practice Manager (small to medium-sized Medical and Allied Health facilities)

Healthcare Team Leader

Clinical Coordinator or Manager

Course Entry Requirements

There are no formal entry requirements for this course.

MAT is committed to providing every enrolled student with the support they need to succeed in their studies. To ensure this, it is necessary for students to have a strong grasp of computer basics and to meet the appropriate proficiency levels in reading, writing, oral communication, and numeracy as outlined in the Australian Core Skills Framework (ACSF) for their chosen course. Click here.

All applicants 16 years and over are welcome.

Course structure & fees

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

Our CHCCCS020 course assessment tasks are competency-based, so you need not worry about a pass or fail outcome. We use various methods to assess your behaviour support skills and capabilities, such as:

  • Q&As – written answers to hypothetical scenarios or questions.
  • Product-based assessment tasks – e.g. mock reports.
  • Role play activities – video evidence required.

MAT recognises the significance of practical experience. In addition to the theoretical aspects of the course, we incorporate role-playing exercises into certain learning areas. These activities benefit your studies by offering an engaging and interactive means to collaborate with other participants, including your family, friends, or colleagues while simulating real-life scenarios.

We allow up to three attempts for each assessment to promote plenty of opportunities for success. Your trainer will provide comprehensive written feedback to enhance your understanding of and improve your managing challenging behaviour skills.

All students are allocated up to 8 weeks to complete their course. However, you can complete the work sooner if you wish.

As an online study program, our flexible platform allows you to access fully accredited course material from any location anytime. You can conveniently participate in and complete coursework using a desktop computer or laptop. To access your course content, please ensure you have the following:

  • An up-to-date browser, such as Chrome or Firefox
  • Access to Microsoft Office
  • A reliable internet connection
  • Functional audio (microphone) and camera/webcam on your desktop or laptop device.

You can apply for RPL and Credit Transfers at the time of enrolment or during the course. Please refer to our student handbook for further information.

Total Course Costs: $295

Payments can be made in full on registration by EFT of Credit card. For employer group bookings of 6 or more, please enquire for pricing.

Absolutely! At Medical Administration Training, we provide comprehensive and fully accredited training in Health Administration, ranging from Certificate III up to Diploma level qualifications. 

Additionally, we offer a range of industry-specific short courses. As a token of our appreciation, all our successful students are eligible for exclusive discounts on our courses (excluding funded courses).

Keen to Enrol?

Download our Course Guide

Download Now
course guide cover






MAT’s dedicated student administration support team is your steadfast partner throughout your educational journey. They are here for you from the moment you enrol until you complete your course. 

We offer multiple communication channels, including phone, email, and messaging through our user-friendly LMS, ensuring you can receive prompt responses wherever and whenever you need assistance.

Whether you’re starting a new career or returning to studies later in life, you can trust that MAT is fully committed to your success.