Response to Hostility within the Workplace Environment
This classroom-based course focuses on confrontation avoidance and conflict resolution. It equips participants to handle immediate interpersonal conflicts by recognizing aggression and avoiding actions that may escalate it. Through interactive learning, students are taught Active Diffusion Strategies, including conflict resolution tactics, de-escalation methods, and distraction techniques. These tools are designed to promote positive and successful outcomes in challenging interactions
Program Objectives
1. Recognize Professional Benefits of Communication
Identify four professional benefits of effective communication skills.
2. Enhance Customer Service
Describe four concepts and techniques that improve customer service.
3. Understand Empathy
Define empathy and explain how it enhances interpersonal communication.
4. Minimize Emotional Barriers
Explain how stress or anger can impair rational thought.
5. Apply the Rules of Reciprocity
Describe the Rules of Reciprocity and their role in effective communication.
6. Manage Emotional Responses
Explain the importance of controlling personal emotional responses before engaging in rational discussion.
7. Understand the Brain’s Response to Anger
Describe how oxygenated blood leaves the prefrontal cortex during anger, leading to irritability, impulsivity, and confusion.
8. Use Breathing Techniques to Regain Logic
Demonstrate how breathing techniques can redirect oxygenated blood flow to restore logic and reasoning.
9. Regain Rational Thought Through Conscious Action
Explain how conscious thought can re-engage the logical part of the brain.
10. Utilize “Teaming” Terminology
Identify and use “teaming” terminology to resolve workplace issues.
11. Apply Motivational Interviewing
Describe how motivational interviewing techniques can de-escalate conflict.
12. Ask Questions to Redirect Hostility
13. Recognize the Impact of Disrespect
Explain how displays of disrespect can escalate hostility.
14. Demonstrate Respect in Challenging Situations
Discuss strategies for displaying respect, even toward difficult individuals.
15. Develop Rapport Through Body Language
Use blending body language techniques to establish rapport during interactions.
16. Redirect Conversations to Defuse Aggression
Demonstrate how to use redirecting techniques to change the trajectory of a conversation and defuse aggression.
17. Interpret Nonverbal Communication
Identify key principles of body language, verbiage, and vocal tones.
18. Recognize Neural Shortcuts to Identify Danger
Describe how neural shortcuts aid in recognizing potential threats.