De-Escalating Hostility

Note: This course is also available for contract delivery to organizations and community groups. For more information, please contact csjcustomized@jibc.ca.

Dealing with people who engage in hostile behaviour requires emotional energy. It results in increased stress in the workplace, especially when it is an ongoing aspect of your job. In this course you will become proficient at identifying factors that escalate hostility levels and will be introduced to a model for de-escalating hostility. Engaging activities including role plays and small group discussions will enhance your ability to address hostile behaviour constructively in person and through virtual or electronic means. By the end of this course, you will develop strategies for constructively managing hostile interactions in ways that safeguard your dignity and preserve relationships.