**Dealing with Hostility - Brisbane**

**Dealing with Hostility - Brisbane**

You know that feeling when a conversation starts going sideways? When someone's voice gets sharper, their body language changes, and you can practically feel the tension crackling in the air? Whether it's an angry customer who's been on hold for twenty minutes, a colleague who's having the worst day ever, or a stakeholder who just found out their project's been delayed again - we've all been there.

The thing is, hostile situations don't come with a manual. One minute you're having a normal conversation, the next you're wondering how things escalated so quickly. Maybe you've found yourself walking on eggshells around certain people, or perhaps you're the one who tends to get defensive when things heat up. Either way, it's exhausting.

Here's what I've learned after years of watching people navigate these tricky waters: most hostility isn't really about you. It's usually about frustration, stress, feeling unheard, or someone having a really rough patch. But knowing that doesn't make it any easier to deal with in the moment.

This training isn't about becoming a human punching bag or learning to smile through everything. It's about giving you practical tools that actually work when things get heated. We'll look at real scenarios - like when that client starts raising their voice because their order's wrong, or when your teammate snaps during a meeting because they're overwhelmed. You'll learn how to spot the warning signs before things escalate, and more importantly, how to communicate effectively even when emotions are running high.

What You'll Learn:
- How to recognise the early signs that someone's getting wound up (and what usually triggers it)
- De-escalation techniques that don't make you sound like a robot reading from a script
- Ways to protect your own emotional wellbeing when dealing with difficult people
- The difference between being assertive and being aggressive (there's a bigger gap than you might think)
- How to set boundaries without making the situation worse
- Strategies for staying calm when your fight-or-flight response kicks in
- What to do when someone's anger is actually justified (yes, sometimes they have a point)
- How to follow up after a hostile encounter so it doesn't happen again

We'll practice with role-plays based on real situations people face every day. No weird corporate scenarios about imaginary problems - just the stuff that actually happens at work. You'll leave with a toolkit of responses that feel natural to you, not lines you have to memorise.

The Bottom Line:
You can't control how other people behave, but you can definitely control how you respond. This training will give you the confidence to handle hostile situations without losing your cool, damaging relationships, or spending the rest of the day feeling rattled. Whether you're dealing with external customers or internal drama, you'll know exactly what to say and do to keep things from spiraling out of control.