Learn to deal with aggressive behaviour in the workplace
Encountering aggressive behaviour at work can be very frightening. It is understandable that this affects you; aggression brings up emotions in many people. In order to be able to (continue to) act professionally and with the customer in mind, it is important that these emotions are not bottled up and suppressed. Instead, it is important that emotions are channelled properly, so that you get the chance to process them when necessary.
Aggression differs from sector to sector
No two sectors are the same, so the cause and the degree of aggression can differ. That is why we consider a tailored approach essential and have developed specific courses for healthcare, the public sector and customer service. Our experts are able to address the (verbal) aggression you experience in a targeted way. Training in de-escalating conversation skills is central, and we also make sure that you develop insight into your own actions and the behaviour of others. After all, judging a situation correctly increases the chance of a successful outcome and prevents aggression.
All our aggression training courses are led by trainers with first-hand experience. These are people who, because of what they have been through, understand better than anyone how to deal with aggression in a professional and customer-focused way.
Aggression in healthcare
If a client, patient or a patient's relative behaves verbally or physically aggressively towards you, what does that do to you? We increasingly hear from organisations that providing care is being made more difficult by aggression. Aggression often arises from frustration, fear and uncertainty, but it can also flare up because a client or patient feels entitled to treatment. How do you deal with that as a care professional? Specifically for healthcare, we offer the course 'Aggression in Healthcare'.
Aggression in the public sector
When members of the public feel frustration, injustice or an imbalance of power, you as an enforcement officer can quickly be confronted with aggression. What influence do the division of roles and the equality between you have? And how do you make sure that the relationship between you and the offender is damaged as little as possible, while the image of the local authority is not affected? Specifically for the public sector, we offer the course 'Aggression in the public sector'.
Aggression in customer service
When there is irritation, frustration or a complaint, the customer often comes to you first to express their dissatisfaction. Think of a buyer who is unhappy with a product, consumers who find your calls intrusive, or a customer who does not feel understood. How do you make sure a heated conversation does not get out of hand, but the customer feels heard? And how do you take charge yourself, so that the situation can be resolved to the satisfaction of both parties? Do you recognise the challenges described above? Then register for our 'Aggression in customer service' course.
More than just a course:
the Working Conditions Act (Arbowet)
The Stimuleringsregeling Wonen en Zorg (SWZ) requires employers to take measures against aggression and violence on the basis of the Working Conditions Act. These measures relate to the plan of action for dealing with aggression and to drawing up an aggression protocol. The aggression protocol is aimed at preventing and dealing with aggression within the organisation.
We can guide you through the process of arriving at an integrated approach to aggression within the organisation. This includes:
- Providing support in drawing up a plan of action;
- Drawing up the protocol;
- Advice on the communication surrounding this;
- Training all the employees involved.
Request a quote
Would you rather talk to us directly about the options? Contact us by calling 020 6369179, send an email to info@learnit.nl or click the button below.
