**Dealing with Hostility - Perth**

Dealing with Hostility Perth

Professional Development Workshop

Course Overview

We've all experienced it: the sinking feeling when someone strides into your office with fire in their eyes, and suddenly all eyes are on you. Whether it's an upset Customer, already transferred five times, or even a team member who finally throws their hands up after a particularly tough week, these moments give even the most experienced pros a sense of being overwhelmed and unprepared.

This full day workshop delivers one of the most critical and yet under taught skills in Australian workplaces. By learning practical skills and addressing real world challenges, people will be equipped to have those difficult hostile encounters and make them constructive conversations. Based on tested de escalation techniques and emotional intelligence tactics, this course provides participants with immediately applicable resources to handle challenging encounters in a professional and efficient manner.

The programme understands that aggressive behaviour is rarely the result of personal animosity, but of deeper frustration, stress or feeling misunderstood. By identifying the stacks and practice responding, rather than reacting, learners reframe response techniques to "above the line" outcomes even when challenged with the worst of triggers.

Learning Outcomes

At the end of this workshop students will take away:

Detect early symptoms of increasing tension and take actions to prevent a situation from getting worse

Use evidence based de-escalation methods that defuse hostility without straining professional relationships

To show therapeutic skills to deal with special high stress situations

Use boundaries that look after your heart but also meet the concerns of the person needing your boundaries

Perform appropriate documentation on technical issues and resolutions for future reference and issue resolution tracking purposes

Use self care techniques to stay emotionally resilient in the face of challenging behaviours on a daily basis

What You Will Learn

Decoding Difficult Behaviour You will learn the go to work behind why people react in aggressive ways and know how to identify which form of difficult behaviour you are dealing with. It allows you to react properly rather than personally and vindictively, which is frequently how problems are resolved.

De escalation Techniques That Work In real life, we will go over some lines to say and not say, as well as body language and your comforting tone that do tons to defuse the volatility without making you seem like a pushover or the Organisation like a petting zoo. You're going to practice real, natural sounding phrases, without looking contrived, whilst maintaining your professionalism.

Reading the Room Master how to identify physical and verbal signals, of tension increasing, allowing for vital early intervention scenarios. This is one skill by itself that can stop a lot of problems from turning violent.

Protection Communication Learn how to address fears and validate feelings without supporting bad behaviour. You will become an expert in that art of empathy and toughness that is the hallmark of truly effective professional communication.

When and How to Escalate Know the signs that a situation needs to be escalated for management to step in or additional help to be brought. Learn the right way to escalate so everyone is protected and problems get appropriately addressed.

Self Management/Emotional Resilience Plan to cope with difficult encounters without emotion, and your emotional health when dealing with difficult behaviour becomes part of your job description. This includes strategies for leaving work stress at work and developing long term resilience.

Hands On Experience With the help of simulations and real world business scenarios, you'll sharpen your skills in a risk free setting. Typical cases include irate customer service exchanges, tense team disputes, and soothing or negotiating with visitors or clients who are very stressed.

Course Structure

This full day workshop is a hands on day, for those who want a real understanding of the theory followed by hours of practical work. Interactive exercises, case study analysis and opportunities to learn from peers will give you confidence and skills you can apply right away.

Concluding Remarks

Managing hostility doesn't have to be your most dreaded part of the job, the part that keeps you awake at night. These are valuable opportunities to show your professionalism skills and to prove that you know what to do when things go downhill. Our participants regularly testify to greater workplace confidence, decreased stress in the workplace, and better relationships with their counterparts as well as clients.

You know how to survive Now make it a skill with skills This workshop makes an essential survival skill an actual marketable strength. When you can conduct these tough conversations well, others will look to you for support the moment they are faced with something they'd rather avoid: a reputation that's incredibly valuable across any Australian workplace.

Length: 1 day (total of 7 hours with breaks)

Class Size Limit: Maximum 16 to ensure deep level of interaction

Materials: Includes a full workbook and checklist of useful phrases