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Dealing with Aggression in-company

A two-day course just for your group. You choose the date and the place, and the trainer tailors the content to your practice beforehand.

8.5 from 31 reviews 4,6 on Google NRTO quality mark

Eerder gevolgd door medewerkers van Enexis Groep, SU International Zorg, CAI Harderwijk, Mijande Wonen en anderen.

  • Tailored: matched to the level and goals of your team
  • Trainers from the field, who do the work themselves
  • At your premises, at ours or online, on a date that suits you
  • In Dutch or English, in the language of your choice
ElzoGarbrandWouterJeroen

Your trainer: Elzo, Garbrand, Wouter or Jeroen 288 evaluations in total, averaging 8,7. View the trainers

What the course covers

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 programme of Dealing with Aggression

How an in-company course works

  1. RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
  2. AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
  3. The courseOn the day and at the place you chose, with course materials for every participant.
  4. AfterwardsEvery participant receives a certificate of attendance.

Practical information

Duration
Two-day course
Group
Only your own people
Location
At your office, at one of our locations or online
Date
You choose
Language
Dutch or English
Included
Course materials and a certificate of attendance
Price
Fixed price per group, in a tailored quotation (scheduled course: EUR 1250,- excl. VAT per participant)

The trainers of this course

Ratings from participants after completing their course, across all courses by this trainer.

Elzo

Communication and conflict management trainer 8,9 from 104 evaluations

Garbrand

Trainer in communication skills and leadership 7,8 from 84 evaluations

Wouter

Trainer in communication and leadership 8,8 from 56 evaluations

Jeroen

Trainer in communication and leadership 9,5 from 44 evaluations

What participants say about Dealing with Aggression

8.5
Dealing with Aggression course: average 8.5 from 31 reviews

“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 Groep10.0

“I thought it was an instructive course, from which I took away a great deal.”

G. Palas
SU International Zorg10.0

“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 Harderwijk9.8

“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 Wonen9.6

“A highly practical course with plenty of attention for personal situations. I am extremely satisfied with the content in terms of level and the professionalism of the trainer, the length of the course, the pace of teaching and the balance between theory and practice. The trainer is very professional and knows what she is talking about. She is informal in just the right measure and very customer-focused and friendly. A good source of inspiration who is skilled at motivating participants and explaining information. The venue is easy to reach, the entrance and rooms look attractive, the reception staff are friendly, the atmosphere is pleasant and the lunch is delicious. I also had pleasant and professional contact with the organisation.”

S.D.J. Wien9.2

“Good course with a perfect balance between theory and practice, and what you learn is easy to apply in your daily work.”

P.C. Klink
Fides Wonen9.0

Frequently asked questions about Dealing with Aggression in-company

Where does the in-company course Dealing with Aggression take place?

Wherever suits you: at your office, at one of our training locations or online. You also choose the date.

Can the content be tailored to our organisation?

Yes. Before the course we discuss with you what the group can already do, where things go wrong in practice and what should be different afterwards. The trainer uses examples and exercises from your own work.

How large can the group be?

That depends on the course. For a skills course we prefer to work with a small group, so that everyone can really practise. If more people are involved, we schedule several groups or set up a fixed programme.

What does Dealing with Aggression in-company cost?

You get a fixed price for the whole group, in a tailored quote. For a group this works out cheaper than booking everyone individually. For comparison: a place on the scheduled course costs EUR 1250,- excl. VAT per participant.

Can the course be delivered in English?

Yes. For in-company courses we deliver the training in the language of your choice, Dutch or English. Mention it in your request.

Do participants receive a certificate?

Yes, every participant receives a certificate of attendance afterwards.

How do I request a quote?

Via the quote form: state the course, the number of participants and roughly where and when you would like it. An adviser will then contact you.

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.

Dealing with Aggression for your team?

Request a quote with no obligation; you will hear from an adviser shortly. Just one or two colleagues? Dealing with Aggression is scheduled 14 times over the coming year, in Amsterdam, Rotterdam, Utrecht, The Hague, Arnhem, Groningen, Zwolle and Eindhoven.

Request a quote View the scheduled dates
Private groupfixed price, tailored quotation
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