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Flipping the Script for High Conflict Clients, Customers and Staff

15/11/2019 @ 12:00 pm - 4:30 pm AEDT

Flipping the script for high conflict people

This workshop equips professionals with the knowledge and skills that we need to work with High Conflict people. Flipping the Script for High Conflict Clients, Customers and Staff is about interrupting their pattens of unmanaged emotions, extreme behaviour and inflexible thinking so that they can be worked with in a more reasonable way.

Find out why more than 10% of the population (and growing) exhibit these personality traits and how you can avoid the stress that dealing with them can generate.


High-conflict people are the most difficult people to work with, work for, and to serve as customers or clients. These are the people who get under our skin, make our hearts race, enrage us, or scare us. They are also the most likely to file lawsuits or complaints.

Bottom line, they cause high levels of stress wherever they go. Worse, they exhibit unmanaged emotions, all-or-nothing thinking, extreme behaviours and a preoccupation with blaming everyone else.

However, we just haven’t known that they have a different way of relating—the HCP Operating System™, but once we know the rules that run their operating system, the path to success opens.

This educational seminar unveils the driving force behind their behaviours and how to take opposite actions, which are not obvious or natural, with clients, customers and with co-workers who exhibit these behaviours.

This seminar will teach participants to get ‘unhooked’ and to calm the difficult person before shifting them into a problem-solving space. The training includes lecture, video, and practice exercises (it takes practice to fully absorb the many paradigm shifts of these high-conflict methods).

This presentation will introduce attendees to the CARS Method℠ of effectively handling high-conflict personalities with techniques that include “EAR Statements℠,” and the “BIFF Response®” Method.

Participants will learn techniques for guiding problem-solving under stress and setting limits on high-conflict behaviour. This presentation includes strategies that work and strategies to avoid in high-conflict situations.

Booking Link

Who is the workshop for?

The knowledge and skills for dealing with high conflict people are useful for anyone who works with people as clients, customers or colleagues.  These people make up 10% of the general population but a greater percentage of clients in situations where conflict is common such as dispute resolution, community services, the law and education.

It is particularly useful for people who work in dispute resolution as your primary role or as part of your role:

  • mediators
  • family dispute resolution practitioners
  • family group conference facilitators
  • child contact service supervisors
  • lawyers
  • complaint managers
  • human resources managers
  • human services staff
  • managers and team leaders
  • workers in government or community liaison roles
  • disability and aged care services managers

Booking Link

About the Presenter

Megan Hunter, MBA, is an expert educator in the area of high-conflict legal disputes and high-conflict relationships. She is CEO and co-founder of the High Conflict Institute with Bill Eddy, LCSW, Esq. who developed the high conflict personality theory. She is also the founder and publisher at Unhooked Media, a media company focused on high-conflict disputes and complicated relationships.

Megan has trained legal, mental health, business, leadership groups, universities and other professionals across the United States, Australia, Canada, Italy, Scotland, South Africa, and Israel. She has strong policy and judicial training experience during her tenure at the Arizona Supreme Court, Administrative Office of the Courts, as Family Law Specialist and Child Support Specialist, and five years’ service to the Arizona Board of Psychologist Examiners. She is co-author of The High-Conflict Co-Parenting Survival Guide (2019); co-author of Dating Radar: Why Your Brain Says Yes to “The One” Who Will Make Your Life Hell (2017); and author of Bait & Switch: Saving Your Relationship When Incredible Romance Turns Into Exhausting Chaos (2015). Originally from Nebraska, she lives with her husband in Arizona.

Can’t make it to Melbourne?

By popular demand we have arranged with the High Conflict Institute permission to live cast the training via Zoom.

Save 25% off the ticket price and join us between 1 pm and 4 pm via video meeting (only available to those who can’t make it to Melbourne for the workshop)

$221 for non-members and $198 for members (ask for an invoice)

Want to bring a group?

Additional 10% discount for groups of three or more people.  Email office@mediationinstitute.edu.au and ask for an invoice. Include names and emails for each participant in your group invoice request.


Mediation Institute
1300 781 533


Clarence Chambers
456 Lonsdale Street
Melbourne, Victoria 3000 Australia
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