Dealing with angry and hostile people


Now and again, we have to deal with frustrated, defiant and angry people, including families and peers. How do we manage these situations while maintaining our professionalism and remaining calm? How do we make sure it doesn’t affect us in our day to day work with children? During this webinar, we will unpack how to deal with angry and hostile people. We will cover:

  • understanding angry and hostile behaviour and where it comes from
  • how to not take the bait
  • understanding the escalation crisis cycle and what it means for us
  • using the CARP system (Bacal, 2011) to defuse situations
  • how to maintain professionalism and self-control


Completing Dealing with angry and hostile people contributes one hour of PD that aligns with the NESA (NESA) 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



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