Angry customers, demonstrators or people behaving aggressively: in almost every profession you will encounter them. In this course you work on self-knowledge, conversation techniques and a professional basic attitude that enables you to de-escalate threatening situations.
Read the full description of the Dealing with aggression course
All dates in Amsterdam
- Thu 14 & Thu 28 January 2027 10:00 – 17:00 · Amsterdam Head Office Enrol
None of the dates suitable? In-company takes place on a day of your choosing, and the course also runs in other cities.
Where in Amsterdam
A 19-minute walk from Amsterdam Centraal. A 4-minute walk from the 'Muziekgebouw Bimhuis' tram stop. A 3-minute walk from the 'Piet Heinkade' bus stop.
Very close by (but pricey) - Piet Hein car park
Directly beneath the Muziekgebouw you can park in the Piet Hein car park.
Cheaper alternative - Parking Oosterdok (Oosterdokstraat 150)
The entrance is beneath the Amsterdam Conservatorium. This is at the rear of the Openbare Bibliotheek Amsterdam. On Oosterdokseiland, follow the signs for 'Parking Oosterdok'. From this car park it is about a 10-minute walk to the Muziekgebouw aan 't IJ. From Parking Oosterdok it is a 10-minute walk. Follow the Annie M.G. Schmidtstraat to the end, as far as the Oosterdoksstraat. Here you turn right until you reach the water and then walk to the left, underneath all the rail, road and tram viaducts. There you can take the steel staircase up and you will come out on the Piet Heinkade. From here you will see the Muziekgebouw aan 't IJ on your left.
Please note: parking costs are at your own expense.
Who you'll be taught by in Amsterdam
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Elzo
Communication and conflict management trainer
Score 8,9 from 93 evaluations
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Garbrand
Trainer in communication skills and leadership
Rating 7,8 out of 84 evaluations
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Wouter
Trainer in communication and leadership
Score 8,9 from 47 evaluations
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Jeroen
Trainer in communication and leadership
Rating 9,6 from 39 evaluations
What participants thought
“The ‘Dealing with Aggression’ course was extremely valuable and practical. The combination of theory and realistic exercises gave me tools to handle difficult situations better. The trainer was knowledgeable and created a safe atmosphere in which everyone dared to take part. I would recommend this course to anyone who may encounter resistance or aggression in their work.”
A. Strootman - Enexis Groep - Dealing with Aggression“I thought it was an instructive course, from which I took away a great deal.”
G. Palas, SU International Zorg - Dealing with aggression“Intensive course but very instructive. Clear explanations and room to discuss and practise your own obstacles. This helps you understand why you should apply which technique to deal with the different forms of aggression. Your own conflict style is examined, and this is very important in how you communicate with others. You become aware of your points for improvement and are given tools to practise them.”
N. van den Esschert, CAI Harderwijk- Dealing with Aggression“You start out thinking: let's see where this goes. Then you begin to notice that it can come in useful now and then. But it is only once you are really working with it that you understand how to filter certain forms of aggression. Definitely a recommendation from my side.”
G. Scholten, Mijande Wonen- Dealing with Aggression
Frequently asked questions
- Who is the Dealing with Aggression course suitable for?
- The Dealing with Aggression course is suitable for anyone who encounters verbal or physical aggression at work. Think of care workers, social workers, police staff, bailiffs, employees of local authorities and other government bodies, and people working at a reception desk, helpdesk or customer service department. No prior knowledge is required; you start with an intake in which your own learning objectives are central.
- Which topics are covered in the Dealing with Aggression course?
- The Dealing with Aggression course covers three main themes: aggression and conflict (types of conflict, forms of aggression), dealing with aggressive behaviour (problem analysis, listening-summarising-asking further questions, assertiveness, setting boundaries, staying calm under criticism) and the organisational side (an open culture, buddy support, reporting incidents). You practise with situations from your own working practice and finish with an action plan for collegial support.
- Do you receive a certificate after the Dealing with Aggression course?
- Yes, on completing the Dealing with Aggression course you receive a certificate of participation from Learnit. To qualify, you attend both course days actively and take part in the practical exercises and reflection sessions. The certificate confirms that you have been trained in de-escalating conversation techniques, setting boundaries and dealing professionally with verbal and physical aggression.
- What is the teaching method of the Dealing with Aggression course?
- The Dealing with Aggression course is taught in a classroom setting, alternating between experiencing, practising behaviour, reflecting and exploring theory. You work with real situations from your own job, so that you immediately notice the effect of new behaviour. Beforehand you have an intake meeting in which you formulate your personal learning objectives. On that basis the trainer determines the final programme.
- Can the Dealing with Aggression course be taken in-company or as a bespoke course?
- Yes, the Dealing with Aggression course is available as an in-company course and as a bespoke programme. You always start with an individual intake interview in which you formulate your personal learning objectives. The final programme is determined on that basis, tailored to your profession, practical situations and prior knowledge. This way, the course matches exactly the threatening situations you encounter in your work.
- How do I know whether the Dealing with Aggression course suits my situation, or whether I would be better off choosing another course?
- This course suits you if you regularly have to deal with verbal or physical aggression in your work and want to strengthen your basic attitude and conversation skills. Think of care workers, support workers, bailiffs, reception staff and civil servants at organisations such as UWV, SVB or a local authority. The focus is on de-escalation through conversation techniques (listening, summarising, asking follow-up questions), self-knowledge and setting boundaries. If you work in an environment where physical restraint or arrest techniques are central, a specific resilience or physical intervention course is more appropriate. If you mainly want to learn to deal with difficult customers without aggression, a course on customer conversations is a better fit. Still in doubt? In the individual intake you determine together with the trainer whether your learning objectives fit within this course.
- What will I learn in this course that I cannot get from a book or an online video about de-escalation?
- The difference lies in practising with your own behaviour under pressure. You can indeed read up on the theory of aggression and de-escalation, but the Dealing with Aggression course is about experiencing, experimenting and reflecting in a classroom setting. You practise conversation techniques such as listening, summarising, asking follow-up questions and setting boundaries on situations from your own practice. A trainer and fellow participants give you direct feedback on your body language, timing and tone. You will not get that from a video. You also work on self-knowledge: you learn to recognise your own pitfalls and triggers, so that you can separate emotions from the situation. Following an intake, the programme is tailored to your profession and learning objectives. Self-study is useful as preparation; changing behaviour requires practice with real interaction.
- What is the difference between this course and a physical resilience course or a self-defence course?
- Learnit's Dealing with Aggression course focuses on de-escalating threatening situations through conversational skills, self-knowledge and a professional attitude. The focus is on verbal techniques such as listening, summarising, probing, setting boundaries and responding assertively. You learn how your response can prevent a situation from escalating. A physical resilience course or self-defence course, by contrast, focuses on physical techniques for the moment when aggression has already turned physical. This course does cover the physical and mental effects of aggression, but it does not teach you fighting techniques. If you work in a role in which physical confrontations occur regularly, this course is a good addition to a physical resilience course, not a replacement for it.
Omgaan met agressie in andere steden
- Omgaan met agressie in Eindhoven 2 data, vanaf 7 oktober 2026
- Dealing with aggression in Groningen 3 data, vanaf 14 oktober 2026
- Omgaan met agressie in Zwolle 2 data, vanaf 27 januari 2027
- Duration
- Two-day course
- Next date
- 14 January 2027
- Start dates
- 1 dit jaar
- Location
- Amsterdam Head Office
Small groups, also in-company at your office.
