Dealing with Hostility

Coping with Hostile Work Environment

Practitioner Development, an Applied Course

Course Overview

We've all been there, that heart stopping moment when someone suddenly goes off at work. Whether it's an angry client, a discontented coworker, or an exasperated manager, these situations can leave us feeling rattled, squirming with discomfort, and at a loss for how to manage them successfully.

In this all encompassing course, you'll be given pragmatic, ready to use techniques to manage workplace hostility with poise and professionalism. Through realistic examples and proven strategies, you will learn to prevent conflict, normalise dysfunctional leadership, and build honest communication that can put you in control of any situation.

Training is aimed so that you can… Read more The post Self Defence Training Fights You Can't Control appeared first on Dr Defend.

Learning Outcomes

After finishing this course, learners will be able to:

Scrutinise the warning signs of growing hostility early enough to stop them from becoming unmanageable.

Use verbal de escalation tactics that help to calm the situation and foster open communication

Show body movements that convey peaceful confidence while being sure to stay safe personally

Define strict limits with hostile people without provoking them further

Practise self care to keep feeling good when you are challenged by toxic individuals

Know when to involve staff or security

Establish follow up procedures that eliminate repeat offences and restore working relationships

Course Curriculum

Part 1: Recognising Hostility in the Workplace

Psychology behind hostile behaviour

Common triggers and underlying causes

Recognise the nuance between frustration, anger and actual hostility

What Is Causing Stress In The Workplace

Module 2: Early Warning Systems

Bodily and audial signs that indicate increasing feelings

Monitoring body language and tone shifts

Raising personal awareness for your stress reactions

Building situational awareness skills

Module 3: De escalation Techniques

Tried and tested things you can say to defuse a blazing row

The power of listening in hostile moments

"And so we raise questions that are being communicated to us as part of what's happening in an effort to reduce such tension, even though we are not the spearhead for raising such questions."

Tone and voice changes make all the difference

Module 4: Non Verbal Communication Mastery

Safety breathing and opening body positioning

Approach and avoidance eye contact mechanisms at low and high hostility

The management of personal space in situations of stress

Leveraging the physical environment

Module 5: How to Set Boundaries Without Making It Worse

Communicating limits clearly and respectfully

Saying no without anyone getting defensive

Maintaining professional authority during conflicts

Balancing firmness with empathy

Module 6: Preserving your mental health

Skills for Emotion Regulation When You're Feeling High Stress

Toughening up against occasional tough interactions

"Signs you're burning out in toxic work relationships"

Developing plans for dealing with upsetting situations personally

Module 7: When to Escalate

Identifying situations requiring management intervention

Proper documentation of hostile incidents

Understanding legal and safety considerations

Collaborates with security and HR as required

Module 8: Prevention and Follow Up

Tactics to avoid being targeted for future hostile exchanges

Rebuilding professional relationships after conflicts

Systemic changes to decrease hostility at work

Continuing education in the field of conflict communication

What You Will Learn

This training provides you with an essential set of tools to be successful at addressing workplace hostility. You will gain mastery of a set of specific verbal tactics that consistently lower the heat during confrontational moments so you always know what to say and how to say it when tempers flare.

You'll learn vital body language techniques that will keep you safe and provide you with an air of calm authority and confidence that will help you keep control even when others lose it. You'll learn to establish clear, respectful barriers that protect the quality of your work and your personal wellbeing without making enemies of the annoying co worker or ornery Customer.

Above all, you'll develop self care practices to keep hostile interactions from ruining your job satisfaction, not to mention your mental health, in the long term. You'll find real life scenarios, role playing and simulations to help build your confidence in the face of everything from minor squabbles to serious confrontations.

You'll also discover when to involve management around an incident, and how to document and escalate serious incidents to cover yourself professionally and legally.

Concluding Remarks

You don't have to let workplace hostility be the end of your career or health. This hands on course turns what is often viewed as a workplace reality into an achievable professional skill.

It is centred on actual methods, not abstract methodologies and participants go away with real, hands on skills that they can use back in the workplace. Training focuses on practising and preparing, so you feel confident when faced with challenging people and situations professionally and graciously.

And if you are in a role, customer service, management, or any one that requires regular interaction with people, these skills will make you less stressed in the workplace and more effective at your job. You may discover that hard conversations are not about dreading the outcome but about the opportunities that exist.

Finally, the course ends with personal action planning so that every delegate can take their workplace issues and turn them into actions. This means your learning has the potential to immediately impact and improve your day to day work.

Offered in Brisbane and online to fit different learning needs and schedules.

For those dealing with particularly challenging situations, consider exploring stress management techniques as a complementary approach.