Dealing with Hostility

Managing Hostility: A Continuing Professional Development Workshop

Course Overview

So what do you do when a customer explodes into full-fledged rage in your face? What is your response when a coworker’s stress turns into aggression that leaves everyone feeling uncomfortable? When was the last time you actually felt confident, rather than just deflated or defeated, in handling someone you experience as hostile?

These are the moments that challenge us more than any technical skill or policy expertise ever will. But the vast majority of Australian workplaces offer next to no training on how to respond to hostile encounters, leaving good people to wing it — usually at significant personal cost.

This detailed training will change the way you engage with hostility on the job. Instead of experiencing these ordeals as a win-or-die situation, you will start to approach them as intricate human relationships that you can professionally navigate if you have the right skills and attitude.

Based on Australian workplace incidents - from the mine-sites of WA to corporate offices in Melbourne - this Program offers practical, get started today strategies on how to diffuse hostility while on duty, while also minding your own emotional health and role boundaries.

Learning Outcomes

Upon finishing this course, learners will be able to:

Analyze escalation trends to intervene before hostilities reach dangerous levels

Use empirically supported de-escalation tools relevant to the Australian work environment

Capable of handling pressure with professional cool and some emotional distance Keepemotions incheck.

Consolidate hostile’s communication with verbal and non-verbal means.

Use Recovery Guidelines.: If a hostile interaction has occurred and you need to calm down, use recovery protocols to come back to a balanced state both in your working relationship and in your own internal world.

Differentiate between acceptable assertiveness and unacceptable aggression in their own responses to piled-up tension.

Invest in your own self-resilience for the day-to-day challenges of the people you deal with

What You Will Learn

第 1模块： 对工作场所敌意的理解

The psychology of hostile conduct, and why good people do bad things. We will take a look at some of the common triggers in Australian workplaces and discuss how stress, frustration or not feeling listened to, can add up to aggressive reactions. You will find that you will be able The first is the age-old goal of most therapy: how to get on fine with other people, a skill precisely defined as learning to work out whether someone is simply having an off day, rather than genuinely a problem.

Module 2: Early Warning Systems

How to see the small signs so someone doesn’t explode. This module focuses on body language indicators, verbal signs and environmental factors that may indicate escalation. You will practice identifying these warning signs with realistic workplace scenes from retail, healthcare, construction, and office settings.

Module 3: De-escalation Fundamentals

Bottom line: the real tactics that do work when you find someone is already pissed. Discover exact phrases that soothe instead of stoke, why your tone and posture matters in heated moments, and how ears are more important than mouth in these conversations.

Module 4: Professional Boundary Setting

How to stand your ground without fanning the flames of conflict. In this critical module you’ll learn how to uphold standards and shield yourself, while NOT making the common errors of further enraging angry people. You’ll get lessons in the ability to say “no” professionally — even under duress.

Module 5: Coping with Your Own Reaction

How to stay centred when everyone else has lost control. Learn about the tactics you can use to breathe, find a frame of mind, or cope with your emotions that help you remain professional and effective. Find a way to process that you can interact with these things without bringing them home with you.

HOW AND WHEN TO ESCALATE

Knowing when to solicit the help of others and how to engage other people successfully. That includes knowing your organization’s policies, when hostility becomes harassment or threats, and how to protect yourself while you do what’s right.

Unit 7: Getting Clear on What You Want to Save rejuvenation and Relationship Rebuilding

How to repair working relationships in the aftermath of a contentious encounter and continuation of the work. Discover follow-up approaches to repair trust and leverage teachable moments from challenging events.

Summary

Uncomfortable interactions do not need to ruin your day, harm your relationships or make you afraid of coming to work. In this course, you get a masters-level education of how to handle challenging people in a professional manner, and not only protect yourself but also uphold professional standards.

Through hands-on learning, real-life scenarios and techniques that have proven success in Australian workplace culture, you will gain the confidence to tackle even the most difficult face-to-face encounters. Not to be confrontational or anything, or confrontation-averse, but to not be out-of-your-wits, to be good enough at your job that you can handle hostility and come out even stronger for it.

Whether you’re faced with irate customers, over-taxed coworkers, or pressure-cooker situations in which emotions run high, these are tools that will serve you your entire career cool the hot emotions in the room and help create a healthier work environment for all involved.