Dealing with Hostility

Managing hostility: Professional responses to hostile questioning under pressure

Course Outline from David Smith, the Leadership Coach

Opening Questions to Consider

Have you ever walked through the door at work knowing there is a good chance today will be the day someone completely loses it on you? What if I told you your worst battle at your job could be turned into your best career development? What was the last time you felt well prepared, not just wishing, to respond to someone's anger or aggression with confidence and grace?

Course Overview

In this in depth training video set Australian industry professionals learn critical risk management techniques to manage workplace verbal abuse with poise and professionalism. Participants will learn the skills to defuse destructive exchanges and turn them into constructive events through evidence based strategies and practical applications.

The program is a reflection of the fact that hostility at work cuts across every sector and type of job. With increased competition, professionalism remains paramount and people in all walks of life, from front line customer service staff to board members on the annual retreat, now have a clear, practical guide to assertiveness, how to become more confident, feel belittled less and recognised more.

Based on successful interventions in Australian Organisations including mining sites in Western Australia and tech startups in Melbourne, this training comes with practical, use today tools that work in a range of workplace cultures and tricky scenarios.

Curriculum Based Learning Outcomes

Subject Upon completion of this course, the students are expected to:

Knowledge Outcomes:

Pinpoint the psychological antecedents and progression of workplace hostility

discriminate among different forms of aggression and their intervention techniques

Know the limits, legal and big picture, when it comes to workplace bullying

Identify individual stress reactions and how it relates to decision making under physical threat

Skill Outcomes:

Effective ways to defuse a situation with words and body language

Use active listening to cool down conflict and discover the underlying issues

Use boundary setting tactics to assert oneself with respect and safety

Take follow up steps to avoid repeated hostile incidents.

Application Outcomes:

Create tailored response plans for typical hostile incidents by walking them through how to do it in our work place

Play Smarter Establish measures for avoiding conflict in the workplace before it gets out of hand

Develop coping strategies to stay emotionally balanced both during and after distressing or stressful situations

Form support networks and reporting mechanisms within their enterprise.

What You Will Learn

Module 1: Understanding Hostility Dynamics

The anatomy of hostility in the workplace and its typical causes

Cultural determinants of work place aggression for Australian employees

Individual vulnerability testing and phenotyping for stress responses

The price of unaddressed hostility towards people and entities

Module 2: Identification and Prevention

Interpreting minute facial expressions and tone of voice which indicate when tension begins to build

Ecological variables at the root of aggression

Prevention based communication strategies to avoid escalation

Building Safety in Difficult Work Culture Circumstances

Chapter 3: De escalation Tactics and Techniques

The CALM technique for lapse situations №1 The CALM process for handling a hostile situation right now

Specific verbal judo methods fo turning aggression around

Physical movements, and your own personal safety awareness

Channeling Your Own Reactions Under Stress

Module Four: Establishing Boundaries and Assertive Communication

The line between being assertive, aggressive and passive

Business language for power and respect in quarrels

When to involve supervisors, security or outside authorities

Legal considerations and documentation requirements

Module 5: Recovery and Follow up

Self care and emotional processing after an incident

Positive follow up, relationship caching conversations.

The lessons from hostile meetings should be carried out when dealing with future hostile responses

Constructing systems within Organisations to support staff regularly subjected to hostility

Module 6: Building Long term Resilience

Emotional intelligence as the basis for conflict resolution

How to Cope in a Stressful Job

Developing social and professional networks

Making challenges into leadership building episodes

Course Delivery Options

On the job training at your work place in: Melbourne, Sydney, Brisbane (Customised content for your industry and workplace culture) In House Training: Melbourne Sydney Brisbane.

Online Interactive Sessions: Real time virtual class including breakout rooms for the practise of scenarios and peer learning.

Blended Learning: A blend of online and practice sessions that meets the needs of both while integrating the practices to enhance learning.

Role plays in all features all scenarios based on authentic Australian workplace examples so that participants can transfer what they've learnt straight back to their jobs.

Concluding Remarks

At the same time, workplace hostility doesn't have to throw a wrench in your career or ruin your well being. This training turns an everyday professional challenge into a chance for growth and leadership. Attendees depart with techniques that work, more confidence, and how to be professional when others aren't.

The benefits reach well beyond the workplace, improving personal relationships and the way we interact with our Community. When you are able to hone these skills, you are the one in which others depend on in a difficult situation, an extremely valuable leadership asset in any Organisation.

This is not about the transition to conflict free, this is about the transition to conflict ready. And that's when you're prepared to deal with the challenging behaviour of workplace colleagues: When you can take whatever workplace aggression comes your way, you are free to work with more confidence, creativity and authentic leadership presence.

The investment in this training is met with a less hostile, less stressful workplace, stronger relationships and better career prospects. For comprehensive dealing with hostility training and specialised stress management training, explore our full range of professional development courses designed for Australian workplaces.