**Dealing with Hostility - Perth**

**Dealing with Hostility - Perth**

You know that feeling when someone walks into your workplace absolutely fuming, and suddenly you're the target? Maybe it's a customer who's been bounced between departments for three hours, or a colleague who's just had their project canned. Whatever triggered it, you're now face-to-face with someone who's ready to explode, and somehow you need to defuse the situation without making things worse.

I've watched countless professionals freeze up or escalate situations simply because they didn't know how to handle aggressive behavior. The truth is, dealing with hostile people isn't about having thick skin or being naturally calm - it's about having the right techniques and knowing when to use them.

In this hands-on training, you'll learn the psychology behind hostile behavior and discover that most aggression comes from feeling powerless, unheard, or disrespected. We'll practice real scenarios you've probably encountered: the customer screaming about a policy they don't like, the team member who's taking their stress out on everyone around them, or the supplier who's threatening to pull their contract.

You'll master the art of active listening when someone's yelling at you, learn how to use your voice and body language to calm situations down, and discover the power of acknowledgment without agreement. We'll cover when to stand your ground, when to escalate to management, and most importantly, how to protect your own wellbeing when dealing with difficult workplace situations.

**What You'll Learn:**

- How to stay calm and think clearly when someone's being aggressive toward you
- Verbal techniques that de-escalate anger without backing down or giving in
- Body language and positioning that keeps you safe while appearing approachable
- When and how to set boundaries with hostile individuals
- Strategies for protecting your mental health after difficult encounters
- Documentation techniques that protect you and your organization
- How to recognize early warning signs before situations spiral out of control

We'll role-play challenging scenarios until these responses become second nature. You'll practice with that customer who starts swearing when you explain company policy, the colleague who explodes in meetings, and the caller who demands to speak to your manager immediately. By the end, you'll have a toolkit that turns these dreaded encounters into manageable situations.

**The Bottom Line**

Nobody should have to dread coming to work because they might face hostile people. This training gives you practical skills that work in real situations, not just theory that sounds good on paper. You'll leave feeling confident about handling aggressive behavior, knowing exactly what to say and do when tempers flare. Most importantly, you'll learn how to take care of yourself emotionally while still doing your job effectively. These skills don't just make you better at work - they'll help you handle difficult people in every area of your life.