CARM Training

The counter-intuitive approach to communicating when outcomes are critical

Essential For Your Customers – Critical To Your Business

Welcome to CARM Training

CARM® has developed a unique and compelling approach to persuasive communications that empowers people to focus on achieving the Best Possible Outcome when working through difference, disagreement, challenging behaviours, conflict or aggression.  Our best practice framework is applicable in a range of contexts and environmental settings from responding internally to colleagues or key stakeholder challenges and externally where you are interacting with customers, members of the public or community forums etc.

About Us

Our Mission

Empowering people with persuasive communication skills to de-escalate aggressive behaviours and conflict in the workplace”.

Our Vision

For CARM Training to be THE national training
provider of choice who is widely known and highly valued for the delivery of quality training interventions that seek to improve persuasive communications
and reduce the risk of conflict and negative emotions.

Our Values

High integrity, quality of service, professional people, sharing of knowledge, growing people and continuous improvement.

Put Simply...

We simply improve the way people communicate and influence others when outcomes are critical.  We achieve this through the application of our unique, robust and universally applicable “CARM Approach

Our  People

Fraser Duff

Fraser Duff

Managing Director

CARM Training is lead by our passionate, well qualified and experienced Managing Director Fraser Duff.

Peter Flannery

Peter Flannery

Director of L&D

Our training team is lead by our talented and capable Director of L&D Mr Peter Flannery.

Training Development 

Our training service and capability is professionally supported by our domestic and international partners in learning.

This allows us to provide and utilise the latest technology for both e and m learning solutions. 

Our  Services


CARM's e/m-learning programs are ideal as much for small businesses looking to train staff quickly, as they are for large organisations looking to reach staff across a range of geographical locations, shifts or time zones.

Workplace Training

Since 1996 CARM Training has been leading the way in developing unique and proven training solutions both face to face and online. We can help your company have the necessary communication, emotional and behavioural skill sets required to deliver exceptional customer service and performance.


Our very experienced consultants will provide your business and people with the necessary support, coaching and high level advice to significantly improve their performance and service delivery. Enhancing customer interactions, workpalce relationships and stakeholder engagement.

Training Brochures

For more informaiton about CARM Trainings professional services and training programs and to download training brochures and our corporate profile.


The service provided was tremendous. I would have no hesitations in recommending them to other organisations.

Senior Operations Executive
Listed Financial Institution

We highly recommend CARM training’s course for de-escalating aggressive behaviours. We were impressed with the professional and courteous approach of the staff from CARM training and have no hesitation in recommending them to any organisation looking for high quality training. The level of service they provided was exceptional. The course has been extremely valuable for our employees and I have already recommended it to others. Some who normally do not like to attend training have actively sought involvement after speaking with their peers. Our employees found the content and the format of the course very beneficial and came away with a new level of confidence in dealing with situations where they need to deescalate aggressive behaviour"

Jane Wright, Customer Service Competency Coordinator
Country Energy

They have provided our organisation with the highest level of service from the first point of contact and are to be congratulated for their commitment to excellence. Given the nature that such training is critical to how our staff perform and I have no hesitation in recommending this program.

Senior Manager
Organisational Development - Financial Institution

The course exceeded all expectations and I would (and have) already recommended it to others. Usually I would never score anything as highly as I have done so with their course, but on this occasion I can find no faults or weaknesses and I believe the high score is warranted.

Government Transport Authority

In my experience it is unusual to find a consultant who so easily and comprehensively aligns with requirements and delivers quality solutions on time.

Human Resources Manager
Publically Listed Oil Company

SML were very appreciative of the training program De-escalating Aggressive Behaviours was provided to Sydney Markets. We found CARM Training to be very flexible and accommodating with their delivery time as our staff start very early in the mornings. The course itself has been very beneficial to staff who deal with difficult customers on a daily basis. The format that had been presented was very clear and well-presented and has been put into practice with very positive results and great feedback. I would definitely recommend this course to anyone whether they deal with customers or just in everyday life.

Adrian LaCava
Sydney Markets Limited

I enjoyed working with your team. The final product is up and running and the feedback from course participants has been excellent.

International Aviation Sector