**Dealing with Hostility**

**Dealing with Hostility**

You know that moment when someone walks into your office or calls your customer service line and they're already fired up before you've even said hello? Yeah, we've all been there. Maybe it's a customer who's been bounced around between departments, a colleague who's having the worst day of their career, or that person who just seems to thrive on conflict. Whatever the situation, dealing with hostile people at work can leave you feeling drained, frustrated, and honestly, a bit rattled.

Here's the thing - you can't control other people's emotions, but you absolutely can control how you respond to them. And that response can either escalate the situation into a full-blown disaster or help turn things around completely. I've seen both happen more times than I can count.

This training isn't about becoming a human punching bag or learning to smile through abuse. It's about giving you practical tools to protect yourself while still doing your job effectively. You'll learn how to spot the warning signs before someone completely loses it, how to use your voice and body language to calm rather than inflame situations, and most importantly, how to keep yourself safe both emotionally and physically.

We'll cover the psychology behind why people get hostile in the first place - spoiler alert, it's usually not really about you - and how understanding this can help you respond more effectively. You'll practice de-escalation techniques that actually work in real situations, not just in role-play scenarios. And we'll talk about when it's time to call for backup or walk away, because sometimes that's exactly what you need to do.

**What You'll Learn**

- How to recognize early warning signs of escalating hostility before things get out of hand
- Practical verbal techniques to defuse tension and redirect conversations
- Body language strategies that help rather than hurt tense situations
- How to set boundaries and protect yourself while still providing service
- When and how to involve supervisors or security without making things worse
- Techniques for managing your own stress and emotional response during difficult encounters
- Strategies for following up after hostile encounters to prevent repeat incidents

**The Bottom Line**

Nobody should have to dread coming to work because they might face hostile people. This training gives you the confidence and skills to handle these situations professionally and safely. You'll leave feeling more prepared, less anxious about difficult interactions, and with a toolkit of strategies you can use immediately. Plus, you'll discover that many situations that seem hopeless can actually be turned around with the right approach.

Available in Perth, Adelaide, and online. Because let's face it, difficult people exist everywhere, but so do the skills to handle them effectively.