**Dealing with Hostility**

Dealing with Hostility

Let’s face it you’re going to run into hostile individuals at work. Perhaps it's an irate Customer shouting down your phone, a stressed out colleague who has simply had enough, or someone having the worst day of their life and they're directing their pain at you. It’s something that happens to all of us from time to time, but when it does, most people freeze, go on the defensive or make things worse, even when they don’t want to.

I’ve observed so many professionals flailing when it comes to adversarial conversations because no one ever taught them how to handle these moments effectively. You may feel as if all you need to do is “stay calm” or “act professional,” but that is easier said than done when someone is screaming in your face or you’re confronted with somebody who is being completely crazy.

The course in Perth will equip you with resources that you really work with in real situations. You’ll discover how to recognize the warning signs before people erupt, strategies to cool someone down without inflaming things, and most essential, how to care for yourself when the going gets tough.

We’ll tackle real-life situations you encounter daily — the client who believes you’re the one who personally ruined their life, the coworker who knocks down your every idea with hostility, or the person who seems to enjoy making everyone else uncomfortable. You’ll use specific de-escalation phrases to channel anger into problem solving, and when and how to establish boundaries or turn on your heel and walk away.

What You'll Learn

You’ll learn to stay centred when others are losing control, including how to breathe in the moment, and the mental strategies to maintain perspective. We’ll help you listen so that hostile people feel heard without validating their inappropriate behaviour. You’ll also learn how to respond to personal attacks without taking the bait, and when to bring in supervisors or security.

The best part is, you will build your own personal confidence in managing these situations so they don’t wreck your day or impact your work and interactions with other Customers or team members.

Concluding Remarks

You’re not going to fear difficult interaction anymore after this session. You’ll walk away with an arsenal of tested moves that have a track record and the tingle to employ them. You’ll be less stressed because you’ll know what to do when hostility comes up. Your colleagues will see you dealing well with difficult people, and you will probably become the person they go to for advice when they are handling their own difficult situations. Best of all, you’ll go home that day feeling good about handling everything you came across rather than replaying confrontations in your mind.