Unreasonable complainant conduct (UCC) can take up an inordinate amount of an agency’s time and resources.  Participants will learn the strategies developed as part of a joint project by the nine Australian Parliamentary Ombudsman offices to deal with UCC.  This very popular and world-renowned one-day workshop will provide participants with specific strategies and skills to effectively and confidently deal with UCC.  It is designed for staff who come into contact with, or respond to, complainants or customers who display unreasonable conduct, as well as supervisors and senior management responsible for setting complaint handling policy. The workshop will also examine participant examples of UCC.  Participants will learn: Strategies for managing UCC; Key messages for complainants/clients/staff; Ways to support staff in implementing strategies;and Staff health and safety consideration The instructor is Donald Sword, Educator and Advocate, New South Wales, Australia.