**Dealing with Hostility**
Negotiating With Hostiles: The Course You're About to Take
Course Overview
Hello, and welcome to perhaps one of the greatest skills you'll ever learn in your career of work. I'm Dr Marcus Clarkson, and in all my time working with businesses throughout Australia there are all too many interactions I've seen played out in workplace situations that could have gone so much better if the right approach had been taken.
We've all been there, that sinking feeling when someone bursts into the office already riled up or a phone call begins with voices raised before so much as a hello. Only last month I was coaching a team in Brisbane where a receptionist confided that she had developed a fear of Monday mornings from dealing with difficult clients. That is completely unacceptable, and the reason this training is in place here, folks.
This course is not teaching you how to be a doormat or an absorbing sponge to other people's anger. It's not about making you invincible, but about arming you with proven strategies that will keep you healthy and enable you to manage the toughest situations without fear or unprofessionalism.
Learning Outcomes
At the end of this training, participants will be able to:
Distinguish between early warning signs of increasing bitterness in workplace relations
Use verbal intervention tactics that turn aggressive dialogue into productive dialogue
Show body language that alleviates instead of exacerbates tense moments
Maintaining the balance between delivering quality care and setting clear professional boundaries
Take care of self: Ways to cope with your own stress during and after difficult situations.
Use escalation process for issues that require supervisor notification
Create plans for follow up after an incident to prevent further violent confrontations
Course Curriculum
The first module is on Understanding Aggression in the Workplace
The psychology of why people are so aggressive (spoiler: it's rarely about settling scores with you specifically)
Major causes and conditions in the workplace leading to tension
Awareness of your Emotional Reactions and Stress Cues
Module 2: Detection and Prevention at an Early Stage
Noticing verbal and non verbal cues early on before things get out hand
Hostile interactions emitted as a function of the environment
Making a great first impression in the right way
Module 3: Verbal De escalation Techniques
For love of peace, or war Language patterns that soothe versus enrage
Active listening with hostile parties
Shifting the dialogue from whining to fixing things
Module 4: Non verbal Communication Mastery
Calm confidence in your body language
HOW TO ADAPT THE RATE OF SPEECH AND TONALITY OF VOICE Tense Moments
Space and position for safety and efficacy
Module 5: How to Set Boundaries and Protect Ourselves
How to say "no" in a professional way and avoid conflict
Protecting your emotions during difficult interactions
Involving supervisors/security and when to do so
Module 6: Recovery and Follow up
Dealing with your own stress following bad calls
Incident Reporting Documentation Best Practices
What You Will Learn
Practical Skills You'll Take Away:
How to recognise when tension is ratcheting up, before it reaches crisis proportions
Sort sentences that act like magical valves to disperse anger
Body language tricks that make you look calm and in control
Ways to stay centred when others lose their cool
Explicit recommendations on when to ask for help and how to do it well
Ways to recover rapidly after difficult encounters
Real World Applications:
Customer service situations with angry customers
Colleague conflicts during stressful periods
Vendor or supplier disputes
Public/serving positions amongst diverse Community members
Team tensions are high during a meeting
Course Delivery Options
Face to Face Training (Perth and Adelaide): Interactive seminars with role plays and group discussions Online Training: Live online training with breakout groups for role plays Length: A full day of intensive training or two sessions of half day training Minimum and maximum benefit Member Price: 12 participants max per class for great interaction and individual attention
Concluding Remarks
No one should go to work anxious because they are afraid they might be accosted. This training turns that fear into confidence by arming you with a complete toolbox of tested skills. You'll find that many of these challenges can be turned around when tackled with the proper method and attitude.
What you'll learn The things you'll learn aren't just theoretical, they're practical strategies I've seen work in most organisations, from small family businesses to massive corporates across Australia. You'll also learn how to protect yourself while you are helping other people and deliver your best service to the most difficult people on the planet!
Remember, you cannot control other people's feelings, but you can definitely master your reaction to them. That's where your true power lies, and that is precisely what this course will train you to do.
Whether in Perth, Adelaide or online, because difficult people are in every town and so can solutions for dealing with them be.