**Dealing with Hostility - Perth**
Dealing with Hostility Perth
The Pre Modern World This is an outline of the course by Dr. Marcus Clarkson.
Course Overview
G'day everyone. I am Dr Marcus Clarkson, and for nearly two decades I have been guiding Australian Business through their most difficult human dynamics. This training is born out of a simple observation – in my consulting practice, which takes me into workplaces right across Perth and beyond, I see – day to day – conflicts escalate out of all reason not so much because we are difficult people, but because we just don't know how to deal with the hostility on the other side of the table.
In this comprehensive one day workshop you will learn effective, empirically supported strategies for dealing with challenging situations while preserving your professional integrity and personal self. You will go home with a tool kit that will turn an anticipated nightmare into a manageable encounter.
Learning Outcomes
Upon completion of this course, participants will be able to:
Recognise signs of escalating animosity in workplace contact
Use psychology to get to the heart of aggressive actions
And have their de escalation techniques, both verbal and nonverbal, tested in realistic situations.
Take care of your own emotional boundaries when dealing with tough episodes.
Utilise tension reducing (not tension increasing) methods of setting limits.
Consider when to fight versus when to flee from dangerous encounters
Create individual tips for recovering your confidence after difficult interactions
What You Will Learn
Module I: Overview of the Hostilities Terrain
Psychology of how people get angry
Common prompts within Australian workplace cultures
How your own responses to stress can make matters worse — or better
Aggression, assertiveness, and hostility explained
Module 2: Early Detection and Prevention
Understanding body language and tone of voice before an eruption occurs
Environmental stressors.
How to create psychological safety for a difficult conversation
Proactive communication strategies
Module 3: De escalation Toolkit
Certain words won't "magically" stop an act of aggression.
Voice tone and pace techniques
Strategic Application Of Quiet And Room
The magic of acknowledgement without agreement
Module 4: How To Protect Your Emotional Energy
Building psychological boundaries in real time
Ways to stay grounded in the widening gyre
How to not take on other people's negative emotions
Trying to keep my empathy, while walking the line between empathy and target
Module 5: Redirecting Hostile Energy
Converting complaints into problem solving conversations
Harnessing Threat Energy As Information About Beneath the Surface Needs
Techniques that promote peer to peer solutions with dignity for all parties.
Who to enlist and when and how to escalate as applicable
Module 6: Recovery and Resilience
Post encounter reflection and learning strategies
Rebuilding confidence after difficult interactions
Click here to prevent being burnt out after so many hostile encounters.
Developing long term resilience and professional growth
Course Structure
Length: 6 hours (9:00 am – 4:00 pm) Style: Interactive workshop with role playing exercises Number of Participants: maximum 12, to allow for interaction Materials: A comprehensive workbook, quick reference cards, audio reinforcement.
Assessment and Practice
Participants will engage in:
Small Group Discussions and Analysis of Case Studies.
Role plays with instant feedback
Personal action planning sessions
Peer coaching relationships for ongoing help
Summary
This isn't just a theoretical course it's hands on skills training delivered in the real Australian workplace. You'll role play with scenarios you're prone to confronting, from the irate never say die transferring customer to the snapping colleague in over their head on a stress project.
It's not that they aim to be a human shield — or to set everyone else right. It's not to become a doormat or a recipient of abuse, in other words, it's to gain the confidence and competence to convey how hostility disrupts your work, while taking care of yourself. And these skills will benefit you if you are in customer service, management or any position where human interaction is a part of your daily life.
But, most importantly, what you will learn from that is that dealing with hostility is not a matter of having 'a thick skin' it is a matter of having the skills. And those skills are teachable, learnable and practicable and anyone who chooses to invest in their professional development will acquire them.
These skills complement our broader range of conflict resolution training programs designed to create more harmonious workplaces.
Pricing: $395 per person Location: Perth Convention Centre, Training Room 3 Schedule: Call us for latest schedules
As a reminder, every negative interaction is just another chance to develop these skills and show your professionalism. Train right, and you'll even look forward to proving how well equipped you are to weather adversity.