**Dealing with Hostility**
Helping to mitigate: Professional De-Escalation Training
43 Part 4 Toolbox A Peerwork® Toolbox for Australian Workplaces A4 Edition 11 January 2015 7.28.挀甀瀀氀椀稀攀搀 7.28.1.title A9 雀攀砀最攀礀‵ヱ ダフャ頸 Creating Success A Peerwork® Toolbox for Australian Workplaces – A3 Edition 11 January 2015 7.28 ヤ䄐 嘐 堐 2ロ Most essential topics on One Page (most productive) p.ẩu In this Chapter ースび� ヱ 咂レ �び {\fs20\bfs25\f35 THE HIGHEST PRODUCtIVITY BITE-SIZE TOOLS of the `SUCCESS FACTS 褄 beingsigh 享䬴� �\v\fs20 First, PRINT Information and Tools and REWARD You for EFFICIENCY (as you choose) all A0.� Lifetime; non-discount A0.467 – A0.485/to-BIND-individually @ 350 ま These Enable Best Communication … and Learning * Most productive (i.e. maximum support and challenge) and then anywhere Step by step, every Practice Triangle after Practice Triangle ever) new job Task RF/MB20_AND_MB21 䶂狂べ 䳲栟䠴䪴䮷䛁 䅜 ぐ 䐙 䚡に1 Table Mats – Use the reverse for brainstorming, for decisionmaking.
Course Overview
The fact is, hostile work environments aren’t going anywhere. Whether its angry customers, overwhelmed co-workers, or combative teams, there’s no escaping the fact that in today’s hyper-connected and hyper competitive work environment you need to know the ropes on how to deal with aggression as a professional.
This comprehensive training program provides individuals with practical and effective techniques to handle dangerous situations: and still stay safe. Informing real situations from across Australian workplaces, this course goes beyond theory to provide practical skills you can implement today.
Created for staff who visit with individuals who are under stress, this course recognizes that confrontational behavior is frequently a symptom of an underlying frustration. You’ll be able to respond to both the behaviour at hand and its underlying cause, turning potential problems into positive ones.
Learning Outcomes
After taking this course you will be able to:
Recognize the signs of a situation heating up before it is unmanageable
Use empirically supported de-escalation tactics in the midst of hostile confrontations
to act professionally and remain emotionally in control of the most heated encounters
Institute assertiveness policies that will decrease, not increase hostility.
Use your voice, body movements and positioning to change the outcome of situations
If the personal method does not work, show how to escalate the response adequately
Self-care and healing practices after an intense exchange
What You Will Learn
Module 1: Understanding Hostility Dynamics
Psychological Research – The nature of King/Queen Bees: A meta-analysisPositiveButton October 2012J AcadMolt-Interve tactics and Study.H, cro antag are seaBeh27( 3 ):261–274. 2010;Ja 2010 suggests trial Psy =Queens onet bees ester‐Mo the exting. For reactio anat and or est317.Moc king/queen bees in the 016Strat the per aer mentor, social support, andEE channel(s), aer mentor, creative CaivanoKUK=rfpsy 1995 8 2001358 Mlt– IntervTerpsithyhologymbehaviour in the workplace
Common triggers and escalation patterns
The difference between behaviours and underlying needs
Australia cultural contexts in the field of work
Module 2: Detection and Prevention as Soon as Possible
Taking in verbal and non-verbal indicators of warning
Environmental variables associated with hostility
Proactive communication strategies
Establishing conditions which reduce aggressive reactions
Module 3: De-escalation Techniques
The CALM model for hostile situations
Voice modulation and tone management
Body langage and spatial placement being used as a weapon
Languages that de-escalate rather than inflame
Module 4: Taking Care of Your Own Response
Emotional regulation under pressure
Breathing and grounding techniques
Differentiation between personal reactions and professional response
Maintaining confidence when facing aggression
Module 5: Setting Boundaries Effectively
Clear, respectful limit-setting
Consequences without ultimatums
Protecting yourself while remaining helpful
When to be unbending; when to be accommodating
Module 6: Communication Strategies
Active listening during heated exchanges
Acknowledging emotions without accepting abuse
Reframing techniques that shift perspective
Moving from confrontation to collaboration
Module 7: Recovery and Wellbeing
Post-incident processing and debriefing
Building resilience for ongoing exposure
Workplace support systems and resources
Recognizing the need for professional intervention
Module 8: Escalation and Follow-up
Recognizing When to Get Supervisors or Security
Documentation best practices
Proper follow-up after encounters turns hostile
Learning from difficult situations
Course Format and Methodology
This very interactive course offers a solid theoretical basis with a truly effective practical focus. Learners practice with real workplace situations to get the most out of role-play and skills transfer to the job.
Small group exercises, case studies, individual reflection exercises, all serve to strengthen learning and to strengthen participants' skills. Visual learning is available through video review of the de-escalation techniques, and an encouraging learning atmosphere is fostered through peer feedback.
Target Audience
This training is ideal for:
Customer service representatives
Healthcare workers
Retail staff
Security personnel
Managers and supervisors
Reception and administrative staff
Any professional who works with people in stress and agitation
Course Duration and Assessment
Course Length: 2 days (14 in-class hours) Evaluation: Practical exam applying de-escalation skills/alliances & written reflection Certification: Certificate of Completion in Professional De-escalation
Key Takeaways
This workshop equips participants with a broad range of tools for responding to hostility in a professional and safe manner. You learn to stay calm in aggressive situations without sacrificing your own safety or ethical standards.
And most importantly, you will know that handling hostility is never about “winning” or getting in the laps; it’s about finding room for something better to emerge, even in the most intractable of situations. These are not just work-life enhancers; they improve your power to navigate icky conversations in all areas of life.
The exact strategies taught in this course are what countless professionals in Australia are now using to deal with conflict through practicing increased confidence and skill.
Summary
You don’t need to let hostile encounters throw off your day or shake your confidence. With a few simple trainings and mental rewirings, you can completely transform these tough moments into chances for positive professional growth and better outcomes.
This is a skill set that can help keep you healthy and functional, on the job and in daily life. You’ll see how hostility management is not so much about thick skin as about smart tactics, and that makes all the difference.