Hostility Training
Dealing with Hostility Training
The most studied behavioral characteristics in stress research are anger and hostility. Research shows that anger is the most closely linked behavioral characteristic to an increased risk for coronary heart disease, myocardial injury, and high blood pressure. Stress can also influence other physical and behavioral issues. In general, dealing with the public on a daily basis is not stressful. There may be occasions when client or customer concerns can escalate into a stressful, or potentially explosive, situation for both staff and customer.
This one-day training course gives employees an overview of the stress and pressures involved in dealing with volatile or hostile customers. The course will equip participants with the necessary skills to deal with these situations. Participants will also learn communication and coping strategies to improve their performance.
Dealing with Hostility Training Outline
Course Overview
We will spend the first part of the session getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Topics covered in this course
Hostile Work Environment Behaviors
First, we will discuss what hostility in the workplace means.
What Qualifies As A Hostile Work Environment
Then, participants will learn the determinants when looking at how to legally qualify hostile work environments.
Human communication techniques
In this session, we will focus on having effective communication. Participants will be introduce to different means of communication, to crisis or emergency communications, and some protocols for field mission.
Managing Hostile Situations
Hostile situations are not only uncomfortable; they can erode communication, trust, and credibility—especially if handled ineffectively. Here, participants will learn the different strategies on how to manage hostile situations
Crisis management
This session covers crisis management. Participants will learn how to deal with challenging environments, equipment, emotions, and body language. This will help them develop strategies for de-escalating confrontational situations.
Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Learning Outcomes
- Understand the need to recognise hostile situations and client or customer issues.
- Avoid common triggers that can inflame a heated environment.
- Use communication zones.
- Learn about the importance of positive communication and how to build rapport.
- Control your communications and stress responses to clients and customers hostile.
- Get out of situations that involve toxic or threatening behavior.
- Apply strategies for dealing with a hostile-aggressive person in a workplace scenario.
Customised Training Session For Teams (Included No Charge)
Paramount Training and Development offers the opportunity to customize parts of its courses at no cost. Paramount is focused on your and your team’s learning ability and will make any adjustments necessary to accommodate these needs. Our highly modular and flexible structure and material can be used to your advantage. We’ll take care everything else.
In-House Customised training benefits:
- Flexible length – You choose the length of the session
- Highly Effective Team/Industry Specific
- Certificate of Completion (Professional Grade)
- Create a Team Building environment
- Cost effective – Group rate discount
- Printed courseware (No need to download or use an App to read)
Creating Content (Contact us for Quotation)
Some content might not be available in the format that our clients prefer. Paramount Training and Development offers a solution to this problem. You can create custom content that meets your needs. You can choose everything, from the colors of the workbooks to vital intelligence that is the basis of our programs. You get the right to legally own the content we create. Let us help you get the most out of your business.
Instructor Led 1 on 1 Workshop
Choose your course and book in with one of our expert trainers. 4-6 hrs on a date specific to you. No need to wait for a date. Conducted online with Zoom. Duration 4-6hrs
1 Hour Instructor Led Session
Meet with one of our expert trainers and discuss any module, course or workplace skill. Great to upskill and for downtime at work. Conducted online with Zoom. Duration 1 hr.
Self Directed Online Course
These courses are prerecorded with multiple activities, assessments and learning videos. Can be completed at your own pace.
What's Included?
- Reference Material
- Recording For 1 on 1 Available
- Professional Trainers
- Certificate Option Available
- Post Course Email Support
Classroom Booking 1 Hr
Book in a 1hr session with one of our trainers
$110.00 AUD (per session)
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