Dealing with Hostility - Brisbane

Conflict Resolution Brisbane

There are also many different tools for warding off, deflecting, or de escalating an attack.

Overview

G'day! I'm Dr Marcus Clarkson and I have worked with companies across Australia for over 20 years, from the busy offices of Sydney, to the mining towns of Western Australia. In all the years I have been consulting, there is one universal truth, every single workplace has to face hostile situations. From the frustrated Customer to the overwhelmed colleague to the supplier having their worst day, these are moments that challenge us all.

This was an extensive training system that has developed out of the designs that I have seen through the years from the real workplace. Only last month I was working with a firm of accountants in Brisbane and one normally placid receptionist was reduced to tears following an extremely aggressive client call. The entire office climate changed, work production decreased, and employee morale was in the toilet. I was convinced we need practical, in the moment skills, we need skills, not theory, we need techniques that work under pressure.

What is special about this course is that it is based on real Australian workplace situations. These aren't theoretical examples in a text book these could be scenarios that you encounter tomorrow morning. The strategies we will look at here have been field tested for everything from retail situations on a busy Christmas Saturday to construction sites operating under deadline pressure.

Course Curriculum and Learning Outcomes

Module 1: Down and Dirty of Hostility

Learning Objective: Delegates will be able to recognise the causes and signals of aggressive behaviour in the workplace.

We start with getting to the root of what is actually driving hostile behaviour. In all my years working with businesses in Queensland, I have realised it's never really about what's happening right now. When we understand this basic truth, everything about how we react is different.

Module 2: The CALM Responder Panacea

Objective: Attendees will learn a four part method of de escalating difficult encounters with clients while establishing professional space.

This framework, which stands for Contain, Acknowledge, Listen, Move forward, offers a step by step response plan in moments when emotions are running high. In each step certain words and methods are suggested which by continuing to use to reduce tension rather than exacerbate it.

Module 3: Verbal De escalation Techniques

Objectives: Learners will be able to use peaceful impacting language patterns even under stress.

We will rehearse some phrases that do the trick, and discuss why each makes a difference, from "I understand you're frustrated" to "You need to calm down." Those are not merely words, they are tools with which to alter the workplace interaction.

Module 4: Non Verbal Communication Mastery

Learning Objective: Presenter Show how body language and tone of voice can be strong yet respectful Optional Copyright for EndNote 2/6/11.

You look, sound, and express more about yourself than you actually say. We're going to show you how little it takes to change the dynamics of a violent confrontation with a few well timed changes to your physical presence.

Module 5 – Loving Limits vs. No Boundaries Boundary Setting with Compassion

Lesson Learnt: Attendees will set professional boundaries with empathy and respect.

Establishing boundaries doesn't have to mean going cold, or callous. And in practical exercises, you'll learn to be firm but kind, clear but compassionate.

Self Care & Emotional Shielding Whatever your unique requirements, make the sixth module a part of your daily life.

Outcome: Attendees will apply techniques in caring for their own well being while dealing with difficult people on a regular basis.

Sifting through hostility is draining. We'll discuss practical ways to manage your own mental health as you help others through their worst.

What You Will Learn

At the end of this training, you will have a complete arsenal to deal with animosity in the workplace:

Recognition Skills: Identify escalation paths before they reach a crisis point, gaining you vital additional seconds to respond appropriately

Verbal Judo: Who's Siding Are You On? Enable to use certain language patterns to continue to defuse tension and create space for resolution.

Physical Confidence: Stand with assurance, projecting calm power with a confident body language that reassures rather than intimidate

Boundary Keeping: Remaining professional while still expressing genuine care and respect

Emotional Resilience Caring for your own well being while helping others through tough times

Pursuant: Turn Hostile Engagements into Learning Experiences Instead of Repeat Issues

Practical Application

It's not theoretical you'll be able to use every technique in this session right away. You'll work through with the real world examples taken from actual Brisbane workplaces: the retail Customer screaming about a late delivery, the office co worker cracking under project pressure, the supplier getting aggro over terms.

Repetition is booster of confidence, allow your child to master these at ease when you want them to recall the techniques. Then we employ role playing, peer feedback and live coaching to promote these practices into your professional repertoire.

Summary

Not every unpleasant workplace interaction has to ruin your day or knock your confidence. When you are planned and have acquired some basic skills, such difficult situations can be transformed to give you an opportunity to enhance your relationships and personal and professional life.

The training changes the way you navigate workplace conflict: from freaked out and avoidant to strong and capable. I'll send you home with skills you can use right away, in any work environment, and with the confidence that you can deal with whatever impossible people you encounter.

The benefits don't stop at work these skills are applicable everywhere we go, with everyone we spend time with, and in emotional environments PEOPLE disconnect from us. Best of all, you will become confident that you can turn potential disaster into positive results, leaving the workplace as a more peaceful and productive place for everyone.

Duration: Full day intensive workshop

Location: Brisbane CBD training facility

Materials: Extensive workbook, quick reference cards, and access to online resources

Follow up: 30 days email for any implementation questions