Mario Govorchin and Associates Ltd.
Managing Hostile Interactions
Service providers are aware of the challenges of dealing with upset, angry, frustrated and confused clients. Increasingly, one is presented with personally intimidating, hurtful hostile behaviour. Hostile incidents are clearly on the increase; dealing effectively with hostile individuals takes energy and the careful application of a specific range of skills. Unfortunately, it is much easier to intensify hostility than to defuse it. This workshop will provide participants with proven strategies for managing hostile interactions in a manner that dramatically increases the likelihood of constructive resolution for all parties.
Objectives:
Participants in this one or two day workshop will:
- Define hostility and examine its forms and dynamics
- Identify factors that increase the potential for hostility occurring
- Examine and assess one’s own response patterns
- Develop verbal and nonverbal skills for responding constructively to hostility
- Explore techniques to effectively confront and set limits on hostile behaviours
- Develop awareness and skills for enhancing emotional and physical safety in hostile interactions
- Take part in both small and large group discussions defining various aspects of hostility and scenarios specific to the participants work environment
- Practice exercises in small groups / pairs demonstrating physical boundaries
- During a two day course there will be opportunity to practice skills through role-play scenarios
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