**Dealing with Hostility - Perth**
**Dealing with Hostility - Perth**
You know that moment when someone walks into your workplace absolutely furious, and suddenly everyone's looking at you to handle it? Maybe it's a customer who's been bounced between three departments, or a colleague who's reached their breaking point after a rough week. Your heart starts racing, your palms get sweaty, and you're thinking "Why me?" Well, you're not alone, and more importantly, you don't have to wing it anymore.
I've watched countless people freeze up when faced with hostile behaviour, and honestly, it's completely understandable. Nobody teaches you this stuff in school. But here's what I've learned after years of supervising teams and dealing with every type of difficult situation you can imagine - there are actual techniques that work, and they're not as complicated as you might think.
The thing is, hostile people aren't usually angry at you personally. They're frustrated, overwhelmed, or feeling unheard. Once you understand what's really driving their behaviour, you can start to turn these situations around. I've seen receptionists completely transform aggressive visitors into cooperative people within minutes, and managers defuse team conflicts that seemed impossible to resolve.
In this session, we'll cover the real-world stuff that actually works. You'll learn how to read the warning signs before someone explodes, what to say (and definitely what NOT to say) when tensions are high, and how to protect yourself emotionally when dealing with truly difficult people. We'll practice scenarios that mirror what you're probably facing right now - the angry customer service calls, the heated team meetings, the colleague who seems to have it in for everyone.
**What You'll Learn**
You'll walk away knowing how to stay calm when everyone else is losing it, which is honestly half the battle. We'll show you specific phrases that help de-escalate situations without making you sound like a robot reading from a script. You'll understand why some people get hostile in the first place, which makes it so much easier to respond effectively rather than just react.
We'll also cover the practical stuff - when to involve your manager, how to document incidents properly, and most importantly, how to look after your own wellbeing when dealing with difficult behaviours becomes part of your regular day.
**The Bottom Line**
Look, hostile situations are never going to be fun, but they don't have to ruin your day or keep you awake at night. With the right approach, you can handle these moments professionally and confidently. Your colleagues will notice, your manager will appreciate it, and you'll actually feel good about turning a negative situation into something constructive. Plus, once word gets around that you can handle the difficult stuff, people start seeing you as someone who can be relied on when things get tough.