Dealing with Hostility

Dealing with Hostility

You know that feeling when someone starts raising their voice at you, their face gets red, and suddenly you're wondering if this conversation is about to turn into something much worse? Whether it's an angry customer, a frustrated colleague, or even your boss having a particularly bad day, dealing with hostile behaviour is one of those skills nobody really teaches you - until now.

I've seen too many good people get rattled, defensive, or even quit because they couldn't handle the heat when things got intense. The truth is, hostile behaviour in the workplace is more common than we'd like to admit, and it's not going away. But here's what I've learned after years of training people in high-pressure environments: there are specific techniques that can completely change how these situations play out.

This isn't about being a doormat or trying to be everyone's best friend. It's about having a toolkit of proven strategies that keep you calm, professional, and in control when others are losing it. You'll learn how to read the warning signs before someone explodes, how to use your voice and body language to de-escalate tension, and most importantly, how to protect yourself while still getting the job done.

We'll cover real scenarios you've probably faced - the customer who's screaming about a policy you didn't create, the coworker who takes their stress out on everyone around them, or the meeting that's about to turn into a shouting match. You'll practice these techniques in a safe environment where you can mess up, try again, and build your confidence before you need to use them for real.

One of the biggest revelations for most people is understanding that hostile behaviour usually isn't personal - it's about fear, frustration, or feeling powerless. When you understand what's driving the behaviour, you can respond to the real issue instead of just reacting to the noise. We'll also talk about when to stand your ground, when to walk away, and how to document incidents properly to protect yourself and your organisation.

What You'll Learn:
- How to spot escalating behaviour before it becomes a problem
- Specific verbal techniques that calm people down instead of winding them up
- Body language strategies that project confidence without appearing threatening
- The difference between assertive and aggressive responses
- When and how to set boundaries with difficult people
- Recovery strategies for when conversations go off the rails
- Documentation techniques that protect you legally and professionally
- Emotional labour management so these interactions don't drain you
- How to support colleagues who are dealing with hostile customers or situations

The Bottom Line:
This training is about survival and success in the real world. You'll walk away with practical skills that work in the moment when you're under pressure, plus the confidence that comes from knowing you can handle whatever comes your way. No more lying awake at night replaying difficult conversations or dreading certain people or situations. You'll have the tools to stay professional, protect your wellbeing, and actually help resolve conflicts instead of making them worse.

Location: Perth