Dealing with Hostility

A complete training course on: Getting to treat hostility.

By David Smith, Leadership Coach

Course Overview

Ever wondered why some people just seem to go with the flow in stressful situations while others fall apart at the seams? What if I told you the gap wasn't an innate ability, but a set of learnable skills you or anyone can adopt?

A hostile work environment isn't just a nuisance, it's a productivity drain that seeps into team morale, customer relationships, and your health. From diffusing an angry customer, to dealing with a defensive coworker, to engaging in heated team meetings, knowing how to respond to hostility professionally can change your career, growth, and the atmosphere in your workplace.

This one day workshop provides participants with easily applicable research based methods to recognise, comprehend, and de escalate aggression. Not avoiding tough topics or escalating potential battles, but turning tough what might be tough discussions and situations into opportunities to create stronger resolutions and better relationships.

Based on Australian workplaces and conflict resolution methodologies with proven real world results this course will supply you with practical tools that work when the rubber hits the road. How to avoid people becoming aggressive, how to spot warning signs but most importantly, how to respond with confidence and professionalism.

Learning Outcomes

How students will benefit After completion of this course, students will be able to:

Establish the causes and precursors of hostile acts in the workplace

Show how to de escalate using words and body language

Use active listening to uncover the concerns behind that belligerence

Apply techniques of maintaining professional boundaries while not creating further conflict

Apply self regulation to remain focussed under stress and pressure

Create follow up processes to mend relationships after challenging conversations

Develop a personal action plans to deal with the chronic difficult peoples.

Assess situations at the workplace, and select appropriate intervention actions.

What You Will Learn

Module 1: Understanding Hostility

You'll also go into the psychology of hostile behaviour, and consider why people are so defensive, as well as considering the emotional needs that are driving their aggressive response. Explicit and implicit power dynamics and the impact of these will then be considered in relation to both common workplace triggers, and how organisational culture can enable or restrain hostile interactions.

Module 2: Early Warning Systems

Learn how to interpret cues and nonverbal behaviours that indicate escalated tension. You will discover how you can intervene early before things get out of hand, with prevention based communication tools that deal with people concerns before they even become an issue.

Module 3: De escalation Techniques

Develop particular language, tonality, and positionings that de escalate hot trips. Implement successful strategies for recognising feelings without becoming hostage to negative behaviour, and discover effective ways to steer things back on track.

Module 4: Keeping Centred When under pressure

Create individual strategies for resilience such as breathing exercises, cognitive reframing and managing emotions. Learn how to distinguish personal triggers from professional responses so you can stay sharp when everyone else is losing their head.

Module 5: Setting Professional Boundaries

Practice expressing your limits clearly and kindly without creating defensive reaction. Get used to saying 'no' properly, get used to shutting down bad behaviour while still being the authority but also showing respect.

Module 6: Rebuilding and Recovery

Discover post conflict communication techniques that mend relationships and avoid future events. You will learn how to have follow up conversations, how to document visits properly, and how to build positive momentum.

Module 7: Self Care and Sustainability

Deal with the cumulative stress of working with challenging individuals and get advice on how to safeguard your sanity. Discover how to know when you need support, how to work through tough interactions, and ways to cultivate long lasting resilience.

Course Delivery Method

Immersion in interactive workshops that simulate real life common work scenarios in Australia. Learners get to try out techniques in a safe setting with immediate feedback and coaching. Video review of de escalation skills and small group activities walk students through complete skills practice.

Assessment and Certification

They are able to practice, through role plays, and to create actionable plans suitable for their own workplace challenges. Successful completion involves the ability to implement core de escalation strategies and develop an extensive toolkit to manage hostility.

Summary

Why be sidetracked from success by a reluctance to have challenging conversations when you can approach them with assurance and competence? This training shifts the way you relate to conflict in the workplace, providing you with a strategy for responding effectively and professionally to hostility.

Instead of wasting time trying to escape people or situations, you'll have sound ways that actually work in the field. You'll walk away feeling more confident and skilled in your communication and, better able to lean into potential conflicts to for deeper understanding and more productive working relationships.

The skills you'll pick up aren't just for helping others; they'll bring your stress levels down and keep you professional even in the worst of situations. Invest in these key leadership skills and see how your professional relationships and career opportunities flourish.