**Dealing with Hostility**

**Dealing with Hostility**
*Available in Melbourne*

You know that sinking feeling when someone's voice starts rising, their face gets red, and you can practically feel the tension crackling in the air? Whether it's an angry customer, a frustrated colleague, or someone having the worst day of their life, we've all been there. That moment when you're thinking "How did this escalate so quickly?" and "What do I say now?"

Here's the thing - hostile situations don't just magically resolve themselves, and hoping they'll blow over rarely works. I've seen too many good people get rattled by aggressive behavior, and frankly, it's not fair that you should have to deal with someone else's anger without the right tools.

This isn't about becoming a human punching bag or learning to smile through abuse. It's about understanding what's really happening when someone gets hostile, recognizing the warning signs before things explode, and having a toolkit of responses that actually work. You'll learn how to stay calm when your heart's racing, how to redirect angry energy into productive conversation, and most importantly, how to protect your own wellbeing while helping others work through their frustration.

We'll practice with real scenarios - the customer who's been transferred five times, the coworker who's stressed about deadlines, the person who feels like nobody's listening to them. You'll discover that most hostility isn't really about you (even when it feels personal), and there are specific techniques that can turn a explosive situation into a manageable conversation.

**What You'll Learn:**

- How to recognize the early warning signs of escalating hostility before it gets out of hand
- Specific de-escalation phrases that actually work (and which ones make things worse)
- How to stay centered and professional when someone's being aggressive toward you
- The difference between legitimate complaints and unreasonable behavior - and how to handle both
- Techniques for setting boundaries without escalating the conflict
- When and how to involve others or remove yourself from dangerous situations
- How to help angry people feel heard without agreeing to unreasonable demands

You'll also learn about the psychology behind hostile behavior - why people lash out, what they're really trying to communicate, and how understanding their perspective can help you respond more effectively. We'll cover body language, tone of voice, and the subtle ways you can influence the direction of a difficult conversation.

**The Bottom Line**

Nobody should have to dread dealing with difficult people at work. After this session, you'll have practical strategies that help you handle hostility with confidence and skill. You'll feel more prepared, less anxious about conflict, and better equipped to turn tense situations into opportunities for real problem-solving. Plus, these skills work just as well with difficult family members, so consider it a bonus life skill that'll serve you well beyond the workplace. The goal isn't to become conflict-proof - it's to become confident and competent when challenging situations arise, knowing you've got the tools to handle whatever comes your way with professionalism and grace.