Dealing with Hostility

Dealing with Hostility

Ever had someone completely lose their cool at work and direct all that anger straight at you? Maybe it was a frustrated customer who'd been bounced between departments, a colleague having the worst day of their career, or even your boss under pressure from above. That moment when you can feel the tension crackling in the air and you're thinking "How on earth do I handle this without making it worse?"

You're not alone. We've all been there, and honestly, most of us were never taught how to deal with hostile people effectively. You probably did what most people do - either got defensive and escalated the situation, or just froze up completely. Neither feels great afterwards.

Here's the thing about hostile behavior: it's rarely actually about you. That angry customer isn't mad at you personally - they're frustrated with a situation. Your colleague who snapped isn't attacking you as a person - they're overwhelmed and lashing out. Understanding this is your first step to not taking it personally and responding professionally.

In this session, we'll work through the real techniques that actually work when someone's being hostile. You'll learn how to stay calm when someone's yelling at you (and I mean really yelling), how to defuse anger before it escalates, and most importantly, how to protect yourself emotionally while still doing your job effectively.

We'll practice scenarios you'll actually recognize from your workplace. The customer who starts shouting about wait times. The team member who gets aggressive during meetings. The supplier who becomes abusive over the phone. These aren't theoretical examples - they're situations you'll probably face this month.

What You'll Learn:

- How to recognize the early warning signs before someone becomes hostile
- Specific phrases and techniques to calm angry people down quickly
- Ways to protect your own emotional wellbeing when dealing with difficult people
- How to set boundaries professionally without escalating conflict
- When and how to involve management or security if needed
- Recovery strategies for after a hostile encounter

You'll also learn about your own triggers - we all have them. Maybe it's when someone raises their voice, or when they attack your competence, or when they use certain language. Knowing what sets you off helps you stay in control when it happens.

The Bottom Line:

Hostile people are part of working life, but you don't have to dread every interaction with difficult people. With the right approach, you can actually turn many hostile situations around and sometimes even build better relationships afterward. You'll leave with practical skills you can use immediately, plus the confidence to handle whatever workplace hostility comes your way. Available in Perth and online sessions, because let's be honest - difficult people exist everywhere, and you need these skills whether you're dealing with them face-to-face or through a screen.

This training is about giving you back your confidence in difficult situations. No more walking on eggshells or losing sleep over workplace confrontations. Just practical skills that work in the real world, taught by someone who's seen it all and knows what actually makes a difference when the pressure's on.