Dealing with Hostility

# Hostile Behavior: Professional De-escalation Techniques

## Course Overview
**Trainer:** Dana Harris, Business Expert
**Duration:** 4 Hours (8:00 AM – 12:00 PM)
**Investment:** $180

This specialised training is designed for small groups of 6 to 12 participants. The intensive training programme focuses on the essential skills professionals need to confront and master conflict interaction. Through in depth scenario work based on real Australian workplace situations, this training aims to go far beyond mere conflict avoidance to explore actual conflict mastery.

This course will provide professionals with the skills, knowledge, and confidence to face threatening scenarios and engage with the experience with dignity intact, and one's professional and personal resources wholeheartedly in place. This training isn't about changing oneself, it's about having the ability to make use of the tools in one's arsenal, well practised, and allowing one to dig deep into the well when they need it most.

## How They Will Learn

This course will develop participants' ability to learn and master the skill of:

* Identifying and implementing early intervention strategies when behaviour seems to be escalating
* Using verbal and non verbal de escalating communication techniques in a truly people effective way
* Being able to use assertive communication techniques with the person while not losing ground control
* Establishing when to approach, when to avoid, and when to call for help in circumstances that are threatening
* They will learn to manage the ability to use self care strategies to manage the emotional burden and ensuring one's work, not overcommitment
* They will learn to document incidents appropriately for legal protection and organisational intervention strategies in place
* They will learn to support staff who had a difficult interaction and develop team resilience

## What You Will Learn

### Module 1: Understanding the Threat
* Root causes of workplace tension—fear, powerlessness, and frustration
* Personal attacks versus situational frustration responses
* Environmental triggers to avoid
* Legal and organisational conduct policies to refer to

### Module 2: Early Detection and Prevention

Develop your ability to read the verbal and non verbal caution messages before things spiral out of control. Developing the ability to become more environmentally aware and to communicate in a proactive manner in order to prevent confrontations. Develop methodologies for trust building and conflict reduction in this environment.

### Module 3: De escalation Communication Mastery

Discover strategic voice control techniques (tone, speed, volume variations) which calm instead of stir. Use validation (in words) but stick to your boundaries. Learn active listening techniques that satisfy unmet needs and practise silence when things get heated.

### Module 4: Physical Presence and Safety

Learn about how body language, position and spatial awareness can affect confrontational situations. Learn to use body language and eye contact to show confidence, without endangering yourself. Plan your way out and practise safety planning.

### Module 5: Assertiveness Without Aggression

Recognise the difference between an assertive and aggressive response under high pressure. Establish professional boundaries and practise developing the ability to say "no" while providing alternative solutions. Create strategies for learning how to control your emotions and keep your cool under fire.

### Module 6: Recovery and Resolution Approaches

Learn redirecting strategies for conversations that have taken on a life of their own. Discover how to collaborate and problem solve that results in win win solutions. Develop follow up to support the changing process and turn conflicts into relationship builders.

### Module 7: Documentation and Legal Protection

Know what to document and how to document it, and when to document it, to protect your Organisation both legally and from an organisational standpoint. Find out about your rights and obligations when confronted with hostilities. Work yourself through details when logging and escalating information. You bring a detailed evidence case file to be able to prove your point of view.

### Module 8: Managing Emotional Labour

Acknowledge the toll on your health from frequent interaction with unreasonable people and stressful conditions. Adopt strategies for self care that develop emotional resilience and to not harden into professional disconnect. Anticipate when and how to access professional help.

### Module 9: Team Support and Organisational Culture

Learn how to intervene safely when you see a team mate in a tough situation. Develop team specific strategies to implement difficult stakeholder and stakeholder protocols. Create an environment where addressing conflict is accepted, and teach others basic de escalation.

## Delivery Method

This engaging, practical course combines:

Interactive role playing based on real work experience.

Academic content: What works in de escalation, what doesn't? The science behind a successful resolution and practical stress management techniques.

Small group problem solving sessions

Personal reflection and skills practice

Handouts that can be taken home and referred to, and quick reference cards

## Assessment Methods

Participants demonstrate competency through:

Real world role play in the most challenging scenarios possible

Development of individualised de escalation plans

Group case study solution presentations

Peer feedback on effectiveness of communication

## Resources Included

Comprehensive workbook with practical tools and templates

Quick reference cards for immediate guidance

Online support materials and community forum access

Professional development completion certificate

## Concluding Remarks

This transformative training acknowledges that the vast majority of workplace hostilities are rooted in fear and frustration, both of which are extremely manageable once the reasons why are understood. Attendees take away tools they can use right away to protect their professional reputations and personal wellbeing.

These are tried and trusted tactics, tested on Australian work floors from the shop floor to the boardroom. Most importantly, you'll find that effective de escalation is not about changing your core—it's being prepared with a practised, professional set of tools at the ready, if and when the tough moments come.

**Location:** Perth training facilities
**Flexible format:** Full day or half day session options