**Dealing with Hostility**

**Dealing with Hostility**

Let's be honest - you're going to encounter hostile people at work. Maybe it's an angry customer screaming down the phone, a frustrated colleague who's had enough, or someone having the worst day of their life and taking it out on you. It happens to all of us, and when it does, most people either freeze up, get defensive, or escalate the situation without meaning to.

I've watched countless professionals struggle with hostile interactions because nobody ever taught them how to handle these moments properly. You might think you just need to "stay calm" or "be professional," but that's easier said than done when someone's yelling at you or being completely unreasonable.

This training in Perth gives you practical tools that actually work in real situations. You'll learn how to read the warning signs before someone explodes, techniques to calm people down without making things worse, and most importantly, how to protect your own wellbeing when dealing with difficult personalities.

We'll cover real scenarios you face every day - the customer who thinks you personally ruined their life, the colleague who shoots down every idea with hostility, or the person who seems to enjoy making others uncomfortable. You'll practice specific de-escalation phrases that redirect anger into problem-solving, and learn when it's appropriate to set boundaries or walk away entirely.

**What You'll Learn**

You'll master the art of staying centered when others lose control, including breathing techniques that work in the moment and mental strategies to keep perspective. We'll teach you how to listen in a way that helps hostile people feel heard without agreeing with inappropriate behavior. You'll discover how to respond to personal attacks without taking the bait, and when to involve supervisors or security.

Most importantly, you'll develop your own confidence in handling these situations so they don't ruin your day or affect your performance with other customers or colleagues.

**The Bottom Line**

After this session, you won't dread difficult interactions anymore. You'll have a toolkit of proven responses that work, plus the confidence to use them. Your stress levels will drop because you'll know exactly what to do when hostility appears. Your colleagues will notice how well you handle challenging people, and you'll probably become the person others come to for advice when they're dealing with their own difficult situations. Most importantly, you'll go home at the end of the day feeling good about how you handled whatever came your way, instead of replaying confrontations in your head.