Hostile Communications – Dealing with Persistent Verbal Abuse


Course Overview

Refine your approach to handling challenging interactions in a public sector setting with our course on Hostile Communications. Tailored for professionals in front-facing roles, the course equips you with essential strategies to navigate and deal with extremely aggressive difficult calls more effectively.  Key highlights of the course include:

  •  Exploration of  tactics for defusing hostile verbal abuse.
  •   Insights into managing escalating hostility within the general public.
  •   Guidance on handling hostility from a government sector perspective.
  •   Introduction to psycho-linguistic techniques to assert control & defuse tension.

Furthermore, it shall emphasize the importance of self-care and resilience in the face of adversity. Through tailored modules on stress management and emotional regulation, you’ll learn how to safeguard your well-being while effectively managing challenging interactions. By prioritizing your mental and emotional health, you’ll not only enhance your performance on the job but also cultivate a supportive work environment where colleagues feel empowered to navigate difficult situations with confidence. With these holistic approaches, you’ll emerge from the course not only equipped with practical strategies but also fortified with the resilience needed to thrive in your role as a front-facing public sector professional.

Through a series of practical exercises, participants will learn hands-on techniques to manage abusive, time-consuming, and unpleasant exchanges. This specialist course empowers public sector professionals with linguistic tools to effectively address persistent challenges in communication. The course offers a calm and contemplative environment to share and learn from your own and other past experiences.





Contact Us

0207 930 8208

Whitehall House
41 Whitehall