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

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:

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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?

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