Learnit Training
Course dealing with aggression on the work floor
  • Gain insight into different types of aggression
  • Learn to consciously use different conversation techniques to de-escalate situations
  • Find out what your pitfalls are so that you are less vulnerable in difficult situations
  • Learn to adopt a professional basic attitude by staying open
  • Get more control, because you know how to separate your own emotions from the situation and the other.

Coming into contact with aggressive behaviour during work can be frightening, because it affects your sense of security. Acting professionally is always acting consciously, based on your own choice. Maybe with, but not controlled by emotions. By means of training we make sure that you are stronger in your shoes together with you.

Yes, I want to know more

"Instructive training that you can do something with in my work."-Rating: 8.9

learnit Dealing with aggression on the work floor

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.

Topics

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
  • Troubleshooting
  • 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)

Results

After training:

  • 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.

Assurance

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.

Lesmethodiek

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.

Target

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.

Custom

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.

Language

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.

Investment

Mentioned prices are per person, including course material. Lunch is included in the training on location.

On location Online
Duration 2 days 4 sessions of three hours
Price per day, excl. VAT € 475,- € 390,-
Total, incl. VAT € 1149,50 € 943,80

Certificate

After completing the training, a LEARNIT certificate will be issued as proof of participation.


Online

We also organize this training online. For this we use Webbex or Zoom. Logging in with Skype is also possible. On request this training can also be organized with Microsoft Teams.

The training lasts 4 sessions of 3 hours, spread over 4 weeks.

  • Until one year after the training you can participate for free.
  • Against payment of the catering costs you can also participate in a classroom training.

References

The course Dealing with aggression in the workplace has been assessed with an average of 8.5.

"Good course pleasant teacher and certainly recommended if the course suits your work" - Assessment: 8.3

H.T. de Vries, Province of Friesland - Dealing with aggression in the workplace

"Educational training you can use in my work." - Review: 8.9

P. Prince, Fides Living - Dealing with aggression in the workplace

"It's a very practical training, easy to apply right away. Also the theoretical side was interesting and strengthened the practical part. Practicing with an actor was exciting but incredibly instructive. I think I can handle aggression better now." - Rating: 8.5

Andrea Dijkman Tribe, INOVA - Dealing with aggression in the workplace

"We've had a good time practicing various situations with clients." - Rating: 7.0

P. Five Houses, Fides Living - Dealing with aggression in the workplace

"I thought it was a very instructive and fun workout. Good exercises that you can certainly do something with! I found the aggression training very interesting. For learning to deal with certain circumstances, but also getting to know a piece of yourself! I did the course with a lot of pleasure!" - Review: 8.9

A. Tauran, Ad Hoc - Dealing with aggression in the workplace

"Very instructive training, from which you can draw a lot in daily work situations." - Review: 8.7

D. van den Berg, Ad Hoc - Dealing with aggression in the workplace

"I thought it was good training. The trainer was well read and well prepared. The day was well taken care of; all in all a nice experience." - Rating: 7.0

M. Anink, APM Terminals Rotterdam B.V. - Dealing with aggression in the workplace

"This training has taught me to handle my personal obstacles better and better and to learn to (h)acknowledge them. With lots of useful tips. Highly recommended!" - Assessment: 8.2

K. Vangermeersch, ATMP Services B.V. - Dealing with aggression in the workplace

"I'm very pleased with the content of the training. There was a lot of interaction. The theory was explained by means of examples (from practice). Everything was clear. There was a lot of variation in explanations and assignments, so you stayed alert and the day went by quickly. During the training it became clear to me exactly what aggression means and how I can best deal with it in my job. In a correct way you will be confronted with yourself, so that you know how you react in certain situations in which aggression plays the main role. Good tips from colleagues and the teacher gave you the opportunity to improve yourself. I found out that I already know how to deal with aggression fairly well, but that's also nice to hear / see. I'm more sure of myself now and I can imagine that some people really benefit from this training. In some functions it is very important (especially for safety) to know how to deal with aggression and (verbal) violence! It was also very fun and educational to work with an actor." - Assessment: 8.4

H.J. Brinks, Mijande - Dealing with aggression in the workplace

"A very practical training with a lot of attention for personal situations. I am extremely satisfied with the content in terms of level and professionalism of the trainer, duration of the training, pace of teaching and variation between theory and practice. The trainer is very professional and knows what she is talking about. She is appropriately informal and very customer-oriented. A good inspirer and can motivate students and explain information. Good accessibility location, beautiful appearance entrance and space, friendly reception staff, pleasant atmosphere and delicious lunch. In addition, I have had pleasant and professional customer contact with the organization". - Assessment: 9.2

S.D.J. Wien - Dealing with aggression in the workplace

"Interesting course with recognizable parts. Very nice to be able to rehearse your own case with a great actor." - Assessment: 8.4

H.L. Morel van Mourik, Province of Friesland - Dealing with aggression in the workplace

"The training "dealing with aggression" is an excellent training to gain insight into yourself and your colleagues." - Assessment: 8.3

S. Lapwing, Ad Hoc - Dealing with aggression in the workplace

"Very practical and enjoyable course where theory and practice complement each other well." - Review: 8.9

Joey Wiegman, Versluisgroep B.V. - Dealing with aggression in the workplace

"I thought it was an instructive traing, which I got a lot of myself." - Rating: 10.0

G. Palas, SU International Care - Dealing with aggression in the workplace

"Good training with a perfect balance between theory and practice, in which what you have learned can also be applied in your daily work. - Rating: 9.0

P.C. Klink, Fides Living - Dealing with aggression in the workplace

"You start with the idea. I'll see what it turns out to be. Then you're gonna find out you can use it. But then, when you're really busy, you know how to filter out certain forms of aggression. Truly a recommendation on my part." - Assessment: 9.6

G. Scholten, Mijande Wonen - Dealing with aggression in the workplace

"A valuable training for those who want to approach their customers properly and do not yet have sufficient experience in doing so." - Review: 7.6

J.G. Grasshopper, Fides Living - Dealing with aggression in the workplace

"The training has been very meaningful and instructive for me. Role-playing games are used, allowing you to reflect on your own actions. Clear insight is also given into which behaviour provokes other behaviour. It has been good for me to become aware of different kinds of behaviour and especially how to turn a conversation around in such a way that it doesn't end in verbal aggression (or as little as possible). In addition, the trainer is a lot of fun, and the organization is easy to reach. Very interesting and instructive training!" - Rating: 8.0

P.S. Kempen, GGD Hollands Midden - Dealing with aggression in the workplace

"The training was bespoke, demand-oriented and engaging." - Review: 7.8

J. Teuben, Trema - Dealing with aggression in the workplace

"A must! Learn to deal effectively with aggression/behavior." - Review: 8.8

B. Kutuk, SU International Care - Dealing with aggression in the workplace

"Intensive training but very instructive. Clear explanation and space to discuss and practice your own obstacles. In this way you understand why you have to use which technique to deal with the different types of aggression. Your own conflict style will be highlighted and this is very important in your communication to others. You will become aware of your areas for improvement and will be given tools to practice them". - Rating: 9.8

N. van den Esschert, CAI Harderwijk - Dealing with aggression in the workplace

"The training was very hands-on, you can get straight to work with what you've learned." - Assessment: 8.4

R. Mulder, Mijande - Dealing with aggression in the workplace

"An instructive training that can be very useful in practice." - Rating: 8.6

P.J. Bakelaar, Fides Living - Dealing with aggression in the workplace

"Nice training that can be used in daily practice." - Rating: 8.0

M.I. Slui, Fides Living - Dealing with aggression in the workplace

"If you want to get a good start in recognizing and dealing with aggression, this training is recommended." - Assessment: 7.1

Gerda Kan, INOVA - Dealing with aggression in the workplace