Dealing with angry and hostile people

At times, we might encounter people who are frustrated, defiant, or angry, including our colleagues and families. Managing such situations while maintaining our professionalism and composure can be challenging. We must ensure that it does not affect our work with children. In this webinar, we will discuss effective ways to handle hostile and angry people. We will cover the following topics:

• Understanding the root causes of angry and hostile behaviour 
• Refraining from taking the bait – 
• Understanding the escalation crisis cycle and its impact on us
• Using the CARP system (Bacal, 2011) to defuse situations 
• Maintaining professionalism and self-control

Completing Dealing with angry and hostile people may contribute one hour of PD that aligns with the NESA (NSW) criteria for Elective PD and addresses:

The Australian Professional Standards for Teachers: Professional Engagement: APST 7: Engage professionally with colleagues, parents/carers and the community

The Early Years Learning Framework - Principle: Secure respectful relationships

The National Quality Standard: QA 6: Collaborative partnerships with families and communities