Dealing with Hostility
COMPETING FOR HOSTILITY: A CLE COURSE IN PROFESSIONAL SKILLS
Course Overview
We've all had those heart stopping moments when someone just loses it at work. Difficult people are a fact of life; they are hard to avoid and dealing with them is challenging, but you can learn how to interact with them and avoid the stress and negativity. But very few of us received any actual instruction on how to do that in difficult times.
This comprehensive training delivers effective, real world solutions to handling disruptive behaviour in the workplace. Using real case scenarios and proven strategies, you will gain the confidence and competence to defuse hostility, safeguard your emotional health and preserve collegial associations even in the face of the most challenging behaviours.
The training acknowledges that hostile behaviour is seldom personal, but typically a sign of frustration, stress, or feeling unheard. Once this core concept is grasped staff responds empathetically and professionally rather than reactively and fearfully.
Learning Outcomes
At the end of this course the participants will:
Recognise when an endoscope procedure has progressed to unmanageable situations.
Use linguistic patterns and communicative strategies to employ de escalation
Why attend this training?
Keep your cool while dealing with emotionally charged high conflict confrontational people.
Draw professional lines without inflaming the situation
Practice safety procedures such as when to notify management or security
Identify what personal factors may affect their clinical response
Implement post incident recovery to help restore relationships in the workplace, and personal well being
What You Will Learn
MODULE 1: The nature of workplace hostility
What's behind hostile behaviour, and why people are so quick to lose their temper
Typical work related situations that provoke aggressive reactions
Drawing Lines Between Personal Attacks and Airing of Grievances
The extent to which you either escalate or manage challenging scenarios
Module 2: Recognition and Prevention
Interpreting body language and verbal signals indicating increased tension
Environments that make hostilities more likely
Proactive approaches for communication to avoid a crisis
Generating so much engagement which diminishes the prospect of conflict.
Module 3: De escalation Techniques
Verbal techniques you can use to defuse people that are angry fast
And the power of active listening in high strife situations
Controlling your emotions when under pressure
Particular words and responses that pacify, not provoke
Module 4: Professional Boundary Setting
How to refuse without triggering more aggression
Being firm but empathetic
HOW TO * LEGAL AND PROFESSIONAL PROTECTION DURING CONFRONTATIONS
When it's okay to compromise, and when you must firmly stand your ground
Lesson 5: Safety, de escalation and how to assist the bullied.
Knowing when it is time for a manager to intervene
Proper documentation of hostile incidents
Knowing your place of Business rules and regulations
Tactics for self defence in any hostile situation
Module 6: Repair and Recovery
Post difficult an immediate self care steps
Rebuilding professional relationships after conflict
Improving response through experience: learning in a dangerous world
What does it mean to be an ally? You stand with accused colleagues. You support fellow accused colleagues.
Course Delivery Methods
This course, which mixes theory and hands on learning. Learners practice real world role plays representing typical workplace scenarios and receive tailored feedback on their performance as well as personalised action plans for their particular work environment.
Sessions involve examination of case studies, group discussions and development of skills aimed at promoting confidence and competence in appropriately managing and responding to hostile confrontations.
Concluding Remarks
You don't have to let workplace hostility sap your professional confidence or even ruin relationships that are important for Business. In this course, participants access practical tools, emotional resources, and improved business skills that will allow them to turn difficult situations into opportunities for better communication and for creating, enhancing and maintaining a healthier workplace culture.
Learners walk away with new, ready to use skills, confidence when things get challenging, and a roadmap for protecting themselves, along with their professional reputation and personal wellness, from hostile behaviour. The training recognises that difficult people are part and parcel of the work environment and yet provides the course to get through these situations, gracefully, professionally, and effectively.
Offered in Perth and online, this program is ideal for professionals across Australia looking to build their conflict resolution skills and help build a better workplace for themselves and others.