This engaging, evidence-based training explores how applied neurobiology can transform the way we understand and respond to challenging behaviours — whether they come from clients, customers, or within our own teams. Using frameworks such as the Window of Tolerance and the underlying motivators of challenging behaviours, participants will learn how stress, threat, and shame shape human behaviour and interaction. The training offers practical, brain-based strategies to de-escalate reactivity, maintain professionalism under pressure, and foster psychological safety and collaboration.