Aggression management

in
2.jpg

At present, aggression is a hot item and we all have to deal with at some point, sometimes also in the working environment. We are inclined to pile all the expressions of anger together, which makes it hard to respond to aggression in the right way. Moreover, we aren’t always aware of the moment at which a normal conversation changes tack and becomes more intimidating. By not responding timely and alert, the other is given time to respond in a hurtful and/or aggressive way. In the training Agression management, we look at the different forms of aggression, how you can recognize them and how to respond to these different forms effectively. Equipped with the right attitude and tools, you can prevent and control aggressive situations with more confidence.

For whom
This training is meant for employees in the service industries. This means organisations such as banks, education, shops, home care and hospitals, housing corporations and public services.

The training 

  • Boundaries between what is and is not possible in service
  • Responding effectively to complaints
  • Listening skills; are you an active listener or are you already busy formulating your answer?
  • Become aware of non-verbal behaviour 
  • Aggression is a form of communication which you can influence 
  • Recognizing when a conversation becomes insulting, intimidating, degrading or aggressive 
  • The different forms of aggression, the manifestation of these forms and the consequences 
  • Developing and practicing an approach which stops aggression and changes the mood 
  • Dealing with your own tension and emotions and laying down boundaries 
  • Relief and how to make the aftermath which can stem from an escalation discussible. 
  •  Increasing physical defence
  • Personal plan of action; creating a personal action plan for every participant in relation to putting the obtained skills into practice.
     

Information

Of course, for further information or any queries you might have, you can contact us at our office in Rijswijk in The Netherlands, phone +31 (0)70 3623617, or send an e-mail info@houthoffgroup.com