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Webinar | It’s all your fault: working with difficult personalities and clients who blame everything on others by Dr Anne Purcell

26 April 2017

Time: 2:00 PM -3:00 PM
Venue: Zoom Webinar

Members: $25.00 AUD

Guests: $35.00 AUD

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Wednesday, 26 April 2017
2:00 PM - 3:00 PM (AEST) | 4:00 PM - 5:00 PM (NZST)

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Technology required: PC/laptop/tablet/smartphone, sound/speakers or headphone

It’s all your fault: working with difficult personalities and clients who blame everything on others
Tips, tools and what NOT to do

You know the drill: some clients are just harder work than others. What is it about some personalities that make working with them such a challenge?

We often encounter clients who cannot see their own part in a conflict; escalate to fury when challenged, or cannot see past their own emotions in order to develop options for negotiation. Finally, recent findings from neuroscience have provided us with some clues about how we can adjust our processes to assist these challenging clients.

This entertaining but informative session gives mediators and negotiators an overview of working with clients with high conflict or borderline personalities or those who are shell-shocked or traumatised by their conflict. It will provide a guide to understanding your client, and importantly yourself so that you can avoid them triggering you and throwing you off your game.

In this session, we will cover:

  1. Identifying difficult personalities traits early
  2. The hijacked amygdala: What neuroscience can teach us about how conflict and emotions can jeopardise decision-making
  3. Developing a ‘tool box’ of mediator strategies to shift clients towards solution-focussed thinking.

This is ‘must-have’ information for any serious dispute resolver who recognises that our work and our clients can be difficult and for those who would finally like to be able to answer the question, ‘How do you do this every day?'.

Presenter: Dr Anne Purcell

PhD (UQ), M Ed (Harvard), B Ed St (Hons), Dip T, AACM (TD), FDRP, FRI Ad Med NMAS, TEP

Anne Purcell is a dispute resolution specialist focusing on the psychology of communication and conflict. She is founder and CEO of Resolution Partners, an innovative alternative to traditional mediation and dispute resolution services and training.

Dr Purcell holds a PhD in Developmental Psycholinguistics and a Masters of Education, Human Development and Psychology. She did her graduate studies at Harvard University in the US and The University of Queensland in Australia.

Anne’s main areas of expertise are educational psychology, conflict and communication patterns - especially in high conflict and difficult personalities, and using neuroscience to inform the evolution of dispute resolution processes.

Anne has worked with more than a thousand families experiencing divorce and separation, estate or will disputes, or interpersonal family conflict. She also assists companies, corporations and NFPs to identify and manage workplace conflict and increase productivity.

Dr Purcell is a Fellow of Resolution Institute, currently sits on the on the board of Qld Collaborative Law (QCL), and is a faculty member of the International Association of Collaborative Professionals (IACP). She is the sole representative for the Southern Hemisphere.

Most recently, Dr Purcell has been named a finalist in the Australasian Law Awards 2017 under the Resolution Institute Australian Mediator of the Year category.

Webinar information

Registration and login details

Further information with login details will be emailed to you after registration.


The session will be recorded and all registered participants will have access to the recording within 5 days of the event.


This webinar will contribute 1 hour of CPD under the NMAS and Resolution Institute mediation accreditation schemes.

Technical support

Getting started

Contact details

Resolution Institute, Sydney, Freecall 1800 651 650

Resolution Institute, Wellington, Freecall 0800 453 237