Dealing with Hostility

# Working With You Is Killing Me: Freeing Yourself from Emotional Traps at Work

Course Outline

Have you ever wondered why some people are as cool as a cucumber in the face of an angry customer and others fall to pieces at the first raised voice? What if the distance between workplace stress and workplace success is as quick and easy as how you respond to a weather change of tension that just blew into the room?

## Course Overview

This model of training provides attendees with robust skills sets on how to confidently and professionally engage in dangerous encounters. Based on real workplace experiences throughout Australia this course turns dreaded interactions into manageable discussions. This course will help them build emotional resilience, methods of communication, and lines that are necessary to keep professional relationships while looking out for self.

Length of class: Full day deep dive session (7 hours)

Delivery: This is a face to face training run in Brisbane and Melbourne

Format: Interactive with Role Plays, Case Studies, and Exercises

## Curriculum Based Learning Outcomes

On the completion of this program, learners will be able to:

LO1: Recognise indicators of increasing tension and intervene proactively to manage threatening situations.

LO2: Utilise evidence based de-escalation strategies integrating verbal and non verbal communication approaches

LO3: Demonstrates the ability to work full and part time around individual lifestyles. Recognises and respects the professional boundaries of others, manages hostile interactions and related situations to not jeopardise timely and effective workplace productivity and service delivery.

LO4: Operate with physical and vocal control in high stress situations to establish a calm authority

LO5: Apply post incident recovery techniques in order to sustain emotional health and professional functionality.

LO6: Identify when situations escalate and implement appropriate protocols for personal and workplace safety.

## What You Will Learn

### Module 1: Understanding Hostility Triggers

Psychological theories of hostile work behaviour

Environmental and incidental stimulants increasing tension

Self awareness methods to identify your own emotions

The role of culture in Australian workplace relations

### Module 2: Early Warning Systems

Signs that hostility is escalating either verbally or non verbally

Intervention before crisis.

Communication patterns that prevent escalation

Establishing psychological safety in difficult dialogues

### Module 3: Professional De escalation Techniques

CALM: A Framework for Controlling Aggressions

Strategies to use to engage in active listening that calm anger

Language that does not inflame tensions

Timing and pacing of difficult conversations

### Module 4: Establishing Boundaries None of That Escalated Quickly

Professional ways to say "no" and keep the relationship

Providing choices when direct requests are not possible

Safeguarding your position while being solution oriented

Distinguishing between firmness and aggression

### Module 5: Confidence Under Pressure

The body language of calm authority

Vocal techniques for maintaining composure

Breathing and rooting techniques during challenging situations.

Managing adrenaline responses in real time

### Module 6: Recovery and Resilience

Immediate post incident self care strategies

Preventing emotional carryover between interactions

Building long term emotional resilience

Team debriefing and support systems

### Module 7: Safe and Effective Use of Escalation Protocols

Understanding the blurred lines of professional boundaries

Documentation requirements for incident reporting

Supervisors or Security: When and how to get them involved

Legal considerations and workplace rights

## Practical Application Components

Real Australian workplace scenarios to act out

Discussion Based on case study such as retail, health and establishment environments.

Practical planning that could be applied to the workplace right away

Buddy regulation to exchange tips about how to continue growing our skills

Video review of effective demonstrations of de escalation

## Assessment and Certification

Participants receive certification through:

Active participation in role play exercises

Completion of scenario based problem solving activities

Creation of personalised plan for dealing with hostility

Presentation of practical exercises with key techniques shown on camera

## Resources and Ongoing Support

Included Materials:

Complete participant workbook and reference materials included

Easy to use cards deliver on the spot support for any type of workshop

Interactive resource portal (Online) with extra features

30 days of email support for any implementation questions

## Concluding Remarks

This course will change the way you look at the workplace hostility from reactive stress to proactive confidence. Instead of fearing tough talks, you'll have usable tools that perform even when the emotions are high and the stakes feel sky high.

Given practice situations, you will build the emotional intelligence and interpersonal skills that set great communicators apart from merely adequate ones. Whether it be dealing with customer complaints or dealing with conflict in the workplace, you will go away with tools in your toolbox to keep you professional and sane at the same time!

The return on investment in these skills is exponential less stress and anxiety at work, better functioning teams and happier customers. Even better, you'll feel back in control of how to manage whatever difficult personalities your work environment throws your way.

Access in Brisbane and Melbourne because every Australian workplace should have people who can make disagreement work.