Dealing with verbal aggression: responding without escalating

Respond appropriately and prevent escalation in the workplace.

How do you respond to verbal aggression at work? For example, a customer insulting you, or a colleague putting you down. In this practice-oriented training, you will learn how to prevent and handle such situations. Using communication techniques, you stay in control of the conversation and learn how to turn situations around in a positive way.

What can you expect?

The e-learning Dealing with verbal aggression: responding without escalating is a flexible and accessible way to learn the basics. In this interactive module, participants go through the full programme and are introduced to all key concepts and techniques. Ideal as a first introduction or as a refresher.

During this training, you gain insight into how to:

• recognise aggression and its different forms
• detect early warning signs of aggression and assess them correctly
• adopt an appropriate attitude to prevent aggression
• stay calm and in control in tense situations and intervene in time
• effectively deal with verbal aggression and de-escalate situations
• understand the impact of aggression on yourself and others and handle it appropriately
• know where to go for support and how to report incidents

Curious about what our e-learning has in store for you? Check out the teaser here!

With this e-learning course, you learn at your own pace, when and where you want. You can follow the course on your PC, laptop, tablet or smartphone. Your e-learning will remain available via your Securex Academy learning environment for one year.

After the course, you will receive a participation certificate.

No prior knowledge required.

Programme

1.Aggression and your personal boundary

• What is aggression?
• How do you recognise when your boundary is crossed?
• Reflection on aggression in your work context

2.Recognising aggression

• Signals of aggression
• Different forms: frustration aggression, instrumental aggression, pathological aggression
• Practical examples

3.Preventing aggression

• Proactive attitude
• De-escalation techniques
• Importance of calmness and self-control

4. Responding appropriately

• Do’s & don’ts
• Concrete steps to respond professionally depending on the type of aggression

5.After the incident

• Recognising emotional impact
• Self-care tips and follow-up
• Where to report incidents (internal and external reporting systems)

Duration: 30 minutes