**Dealing with Hostility - Brisbane**

Handling Hostility Brisbane Course

Course Overview

We've all been in that conversation that just turned uncomfortable all of a sudden. The pushy customer service agent, angry colleague or stakeholder meeting that turns into a shouting match. Partly, these are surprises that can catch us unawares and leave us feeling overwhelmed and tired, wondering how best to act.

The truth is also that harassment at work is more widespread than we might wish to believe. Over 70 percent of Australian employees cite that they have been subjected to some form of abuse in the workplace, according to recent workplace studies. Whether due to stress, miscommunication, unmet expectations or something else, finding a way to keep relationships professional when things become personal is necessary for all of us who work with other human beings.

This all inclusive training course gives you hands on, research backed solutions for defusing difficult situations without losing your cool. Based on conflict resolution studies and real Business case studies across Australia, delegates will leave the training with a sense of confidence they can bring the situation down and check into productive solutions when it all gets too hot.

Learning Outcomes

At the end of this training, participants will be able to:

Find signs of early alert when a situation heats up rather than turn hostile.

Use tested de-escalation methods that can be implemented at the workplace level

Remain calm and professional during times of pressure

Differentiate between assertive, communication and aggressive reactions.

Use boundary setting tactics that respect relationships

Preparing individual recovery options for post conflict contexts

Develop plans of action to Prevent Repetitious Hostile Meetings

What You Will Learn

Module 1: What Hostility Is in The Workplace

Examine the psychology of aggression, and get familiar with common threats. We'll look at stories from Brisbane businesses and talk about how stress, miscommunication and unmet expectations, feed into workplace tension. You may find much of the adversarial environment is not personal at all – often, it's a reflection of underlying frustrations or issues.

Module 2: Early Warning Systems

Learn how to recognise the little triggers of people going agitated that begin to them soaring unless they are deflected. Read body language, tone of voice and verbal triggers that indicate signs of escalating tension. Work on recognising your own stress responses and what sets you off, so you can head off snowballing situations.

Module 3: Real De escalation Skills That Work

Learn communication tactics that cool things rather than ignite them. We'll learn active listening techniques, the weight of acknowledgment without agreement and how to […] use our voice and body language to get us to be the kind of calm people we say we want to be. This is not pre cooked answers – this is all authentic, when it feels right it is.

Module 4: Keeping Flat While Under Pressure

Discover evidence based strategies to help you take control of your fight or flight response when confronted by aggressive behaviour. Develop breathing exercises, mental reframe tactics, and grounding techniques that help you stay centred in the moment, even while someone is pointing their anger towards you.

Module 5: Establishing Boundaries Without Furthering the Conflict

Learn how to be strong in terms of what you will or won't accept and still respect the other person. Learn the language of assertive communication and practice situations in which you need to push back professionally without making things more awkward.

Module 6: Deciding When It's Okay to be Angry

Also, sometimes the other person has a point. Discover how to validate concerns, take responsibility responsibly, and resolve with healing in mind. We will talk about how to take the emotion out of the message and reply to the "real" issue.

Module 7: Recovery and Prevention

Create plans to follow up on tough situations to avoid repetition of such conflicts. Discover how to debrief constructively, rebuild burnt bridges if necessary, and develop systems that will prevent similar situations in the future.

Module 8: Real World Practice

Practice in real life workplace simulations from a wide range of Australian work industries. Apply your new skills in a safe environment with feedback and feedback and coaching.

Concluding Remarks

This training changes the way you engage and handle hostility at work. Instead of tiptoeing around difficult people or ignoring them, you'll feel comfortable professionally handling every situation, no matter what the emotional landscape. The skills you're developing are useful not just for dealing with others' hostility, but for communicating your own frustrations more effectively when you're feeling exasperated.

Participants walk away with a personalised toolkit full of strategies, a solid awareness of their own patterns and triggers, and the mojo to handle anything that their job hurls at them. And most important of all, you'll find that responses to hostility need not rob you of energy or alienate you from others if the approach is right.

For additional workplace support, consider our workplace bullying training which complements these hostility management skills.