Dealing with Hostility Courseware
Stay Calm Under Pressure with the Dealing with Hostility Courseware!
About this Course
Facing hostile situations in your workplace or interactions? The Dealing with Hostility Courseware teaches you proven techniques to manage aggression, defuse tension, and handle confrontations with confidence. Learn how to maintain composure, communicate effectively, and create positive resolutions even in high-stress environments.
Ideal for customer service teams, managers, and professionals, this courseware will empower you to turn hostile encounters into constructive conversations. Purchase today and master the skills to manage hostility with ease!
Course Outline
Defining Hostility and Types of Hostile Behaviors
Defines hostility and categorizes hostile actions into overt, subtle, intentional, and incidental behaviors. Differentiates between types of hostility to help participants accurately interpret and respond to hostile actions.
Causes and Impacts of Workplace Hostility
Identifies common causes of hostility such as high-stress workloads, personality conflicts, and communication breakdowns. Discusses the detrimental impact on workplace culture, including high turnover and decreased engagement.
Reflective Activity on Personal Experiences with Hostility
Engages participants in reflecting on their experiences with hostility, encouraging self-awareness and understanding of personal responses to hostility.
Communication Techniques for Defusing Hostility
Teaches effective communication strategies, including empathetic listening and paraphrasing, to de-escalate tense situations and foster a positive work environment.
Zones of Communication
Introduces the concept of communication zones—Safe, Caution, and Danger—to help participants assess and respond appropriately to the level of hostility in interactions.
Managing Hostile-Aggressive Individuals
Offers strategies for dealing with aggressive behavior, emphasizing non-defensive communication, setting physical boundaries, and maintaining a calm demeanor.
Crisis Management Techniques
Outlines steps for handling crisis situations with a focus on safety, clear communication, and emotional control. Includes the STOP method for maintaining composure under stress.
Role-Play Practice
Provides opportunities for participants to engage in role-playing exercises to apply communication and de-escalation techniques in simulated hostile situations.
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Return or refund. As this is a downloadable product and you will have full access on download we do not provide a refund or return once delivered via email. Please contact our customer service for complaints as we will do our best to rectify.