Course dealing with aggression on the work floor
Coming into contact with aggressive behaviour during work can be frightening, because it affects your sense of security. How you react to this determines whether or not the situation escalates. It is quite common when you are touched by (verbal and physical) aggression during conflicts; for many people it evokes emotions. When acting professionally it is not the intention that emotions are raised and suppressed, but much more that they are properly managed, timed and processed. Through training, practice and experience you become more and more skilled in de-escalating a difficult situation.
Acting professionally is always acting consciously, based on your own choice. Maybe with, but not controlled by emotions. During our two-day training course Dealing with aggression in the workplace, we will work with you to ensure that you are stronger in your shoes. That's what it takes:
- insight into your own behaviour: a certain degree of self-control;
- a proper assessment of the situation. The way in which you estimate a situation depends on three factors:
- the profession you practise
- the concrete situation in which you find yourself
- your personality
- have access to various de-escalating conversation techniques.
The focus of our training is therefore on three aspects, namely practice-oriented, insight and self-knowledge.
During the training, the following topics are covered:
- Different types of conflicts and different types of aggression
- Making a problem analysis
- Different views on the same conflict: facts or interpretations?
- Conversation skills: listening, summarising, questioning (and moving on)
- The physical and mental effects of aggression
- The effects of drugs and alcohol
- Being assertive and timing
- Avoid frustration
- Set limits
- Dealing with criticism and staying calm
- Dealing with confrontations
- Increase awareness and create an open culture
- Give and receive peer support (buddy-support)
- Use and necessity of incident reporting (drawing up protocol)
- You can distinguish different types of aggression, whereby you can consciously use different conversation techniques to de-escalate situations;
- you know how to stay open and adopt a positive, professional basic attitude;
- you know what your pitfalls are, so you're less vulnerable in difficult situations because you can arm yourself better against them
- you have more control, because you are able to separate your own emotions from the situation or the other.
At the end of the training, we draw up an action plan within the framework of giving and receiving peer support (buddy-support). This lowers the threshold to ask each other for help on the work floor. Afterwards, we evaluate the training by means of an oral and written evaluation and we contact again some time after the training to see how things are going in practice. If there is still a need for extra support, an extra time can be scheduled to deal with cases and look up the floor. It is also possible to pay extra attention to drawing up a protocol.
In the training we alternate between practical experience, experimenting with behavior and techniques, reflecting and exploring theory. This will close the training program to all type of participants. There is a lot of action in the training, so you actually experience the effect of new behavior. This enables the recognition of success. We also emphasise that everyone is responsible for their own growth process and must take ownership of them. In Our training We invite you to reflect continuously and to make connections with the practice. Our aim is to increase understanding and to allow you to make the translation. This will increase the likelihood of real change in behaviour.
This training is ideally suited for participants who want to learn how to de-escalate verbally or physically threatening situations and how to adopt a professional basic attitude.
The course description above gives you a good indication of what the training will look like. However, the content may vary slightly per training, depending on the knowledge, practical experience and learning objectives of the participants. Individual intake interviews prior to the training will be used to enumerate the learning objectives of the participants. On this basis, the final programme of the training is determined.
The training is provided by default in Dutch. The trainer controls the English language. English course material can be used. When registering at least 3 participants, the training can also be provided entirely in English.
Mentioned prices are per person, including course material.
Lunch is included in the training on location.
||4 sessions of three hours
|Price per day, excl. VAT
|Total, incl. VAT
After completing the training, a LEARNIT certificate will be issued as proof of participation.