Dealing with Aggression in Government and Enforcement course
A practical course in which you learn to deal professionally with aggression from members of the public. You practise with an actor on realistic situations from your own working practice.
NRTO quality mark
Free cancellation up to four weeks before the start, so feel free to book now.
In brief. Dealing with Aggression in Government/Enforcement is a classroom course lasting 2 days. You can take it in Amsterdam and Utrecht, in a group of no more than 8 participants. The price is EUR 1250,- excl. VAT per participant, including course materials, lunch on location and a certificate of attendance. For a team or department we also deliver this course in-company.
- practising with a training actor
- Realistic situations from your own working practice
- Personal learning objectives set during the intake
- De-escalation techniques you can apply straight away
- A practical plan for buddy support in your team
Your trainer: Garbrand 84 evaluations in total, average score 7,8. View the trainers
Demonstrations that get out of hand. A member of the public who starts shouting at you at the counter out of frustration. Or an inspection that suddenly turns into an argument. In this course you learn how to act calmly and professionally in such situations.
Description
Government employees are increasingly confronted with aggression. Sometimes it stems from frustration, sometimes it is instrumental: a member of the public deliberately uses aggression to get something done. Both forms call for a different response from you as an enforcement officer or front-desk employee.
In this training course you learn how to assess situations quickly, how to de-escalate verbally and how to set boundaries without unnecessarily damaging your relationship with the citizen. The focus is on verbal communication: how do you keep the conversation functional and effective, even when tensions rise?
On both days you work with a training actor. The actor re-enacts situations from your own working practice, so you can immediately practise with what suits you and the situation. That way, theory becomes behaviour you can apply straight away.
Topics
- Basic communication in the face of aggression
- The difference between frustration aggression and instrumental aggression
- Power relations and the citizen's frame of reference
- Making a problem analysis in a conflict situation
- De-escalation techniques: listening, summarising, asking follow-up questions and following through
- Effective interpersonal skills for handling aggression
- Solution-focused working in a tense conversation
- Responding assertively and the importance of timing
- Setting boundaries without letting the situation escalate
- Dealing with criticism and staying calm under pressure
- Handling confrontations professionally
- Supporting colleagues and buddy support in the workplace
Result
After this course you recognise different forms of aggression and understand why a member of the public reacts as they do. You quickly analyse the problem, choose a suitable de-escalation technique and apply your conversation skills purposefully. You set boundaries, stay calm under criticism and handle confrontations professionally. You also know how to support colleagues after an incident and how to organise buddy support in the workplace.
Target audience
This training course is intended for anyone working in the public sector who deals, or may deal, with aggression at work. Think of enforcement officers, police officers, parking wardens, environmental and tax inspectors, intervention staff, team leaders and working foremen. Reception staff at local authorities and other government bodies are also very welcome.
Teaching method
The course is practice-oriented. You start with an intake session in which you and the trainer determine your personal learning objectives. On that basis we tailor the programme to the group. On both days you work with a training actor who re-enacts situations from your own working practice, so that you can experiment with different approaches in a safe setting.
At the end of the second day we make agreements about buddy support: how do you support each other after a difficult incident and how do you ask colleagues for support? That way you take new skills back with you, along with a workable plan for your team.
Prior knowledge
No specific prior knowledge is required. Practical experience with public-facing contact is an advantage, however, as you will work extensively with situations from your own job.
Practical information
- Number of days
- 2 days
- Course times
- from 10 am to 5 pm
- Teaching hours
- 12 hours
- Education level
- Suitable for all levels
- Preparation time
- None
- Included
- Course materials and lunch on site
- Certificate
- At the end of the course you will receive a certificate of attendance
- Cancel
- Free up to four weeks before the start (cancellation terms)
Language
The course is given in Dutch as standard. The trainer speaks English. English-language course materials can be used. If at least 3 participants register, the course can also be given entirely in English.
In-company
Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.
Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.
Request a quote More about Dealing with Aggression in Government/Enforcement in-company
All start dates
2 training days. In order of date.
- Thu 4 & Fri 5 February 2027 Amsterdam · 10:00–17:00Free cancellation until 7 January Enrol
- Tue 27 & Wed 28 July 2027 Utrecht · 10:00–17:00Free cancellation until 29 June Enrol
No suitable start date? Send us a date request, and we'll look at the options together.
This course for your team?
Plan your own group on a date that suits you, at your office, at our premises or online. We tailor the content to your day-to-day work, and training a whole group is cheaper than individual bookings.
- Your date and location
- Tailored content
- Multiple groups or an academy are also possible
- More than 25 years' experience
The trainers for this course
Ratings from participants after completing their course, across all courses by this trainer.
What others say about this course
"A nice, practical course that you can immediately put to use in practice."
"A very good course that can be applied in practice."
"Enjoyable, practical course."
"It is an organisation that asks in advance what the training course should be about and with how many participants, so you know straight away where you stand. I found the collaboration pleasant. We were given a lot of information but also applied it in practice."
"Perfect course!! Very pragmatic and immediately applicable!!!"
Training formats
Classroom
2 days€ 1250,-- Pleasant venue with a good trainer
- Small groups
- Inspiring and motivating
In-company
Bespoke trainingOn request- 100% for your group
- Bespoke training
- At your place or ours
Workshop
Up to 4 hours for groupsOn request- Suitable for events
- Interactive and inspiring
- Large groups too
Private training
At our place or yoursOn request- 100% just for you
- Achieve a lot in little time
- Whenever you want
Frequently asked questions
Can I cancel free of charge?
Yes. Up to four weeks before the first day of the course you can cancel free of charge, without giving a reason. You then receive a credit note or, if you have already paid, a refund. If you cancel later, you pay part of the course fee: 25% between four and two weeks before the start, 75% in the two weeks before it and 100% in the final week. Moving to another start date is free of charge up to two weeks before the start, after that 50%. Sending a colleague in your place is always possible. Read the cancellation terms.
Who is the Dealing with Aggression in Enforcement course intended for?
This course is intended for public sector staff who encounter, or may encounter, aggression in their work. Think of BOAs, police officers, parking wardens, environmental and tax inspectors, intervention staff, team leaders and front-desk staff at local authorities and other government bodies.
Do I need any prior knowledge to take part?
No, specific prior knowledge is not required. Practical experience with public-facing contact does help, however, as the course works extensively with situations from your own job.
What will I learn during this course?
You learn to recognise and understand aggression, make a quick problem analysis and apply various de-escalation techniques. You practise setting boundaries, staying calm under criticism and handling confrontations professionally. You also learn how to support colleagues after an incident.
What does the course look like in practice?
You work in a small group with a trainer and a training actor. The actor re-enacts situations from your own working practice, so that you can practise straight away. Theory and practice alternate, with plenty of room for personal feedback.
Do I receive a certificate on completion?
Yes, on completion you receive a Learnit certificate of participation. This shows that you have attended the course and practised the skills covered.
Can this training course also be delivered in-company?
Yes, this course is highly suitable as an in-company programme for your team or department. We then tailor the programme to the specific situations your colleagues encounter in their work. Contact us for a bespoke quotation.
What is the difference between frustration aggression and instrumental aggression?
Frustration aggression stems from emotion: a member of the public feels powerless or unfairly treated and reacts from that emotion. Instrumental aggression is behaviour deliberately used to get something done, for example to make you abandon an inspection. Each calls for a different response. Frustration aggression often subsides if you really listen and acknowledge the emotion. With instrumental aggression, setting clear boundaries works better.
How do you stay calm yourself when a member of the public reacts aggressively?
Staying calm starts with preparation and awareness of your own reaction. In this course you learn how to recognise signs of rising tension early, how to use your breathing and posture deliberately, and how to get to know your own triggers. You also practise with language that disarms rather than escalates. By practising this extensively with an actor, you build up a reflex you can fall back on in real situations.
Which de-escalation techniques work in enforcement situations?
The basis is LSQ: listen, summarise and question. By really listening and naming the emotion the person is feeling, you often take the edge off the situation. It also helps to be concrete about what you can and cannot do, and to be clear about your role. Sometimes a short time-out or a step back is more effective than continuing the conversation. Which technique is appropriate depends on the type of aggression and your assessment of the situation.
How do you set boundaries without letting the situation escalate?
Setting boundaries works best when you are calm, clear and respectful. You name the behaviour that is unacceptable, you explain what you expect and you state what will happen otherwise. It is important to be consistent and not to get drawn into a discussion about the boundary itself. Timing plays a major role: setting a boundary too early feels unnecessarily harsh, setting it too late makes you less credible. During the course you practise this moment of setting boundaries extensively.
Why is buddy support important for enforcement officers?
Dealing with aggression takes mental energy, even when you respond professionally. Buddy support means colleagues look after each other after an incident, carry out a brief check and refer on where necessary. This reduces stress, prevents tension from building up and strengthens teamwork. At the end of the course we make concrete agreements about buddy support in your workplace.
What does the Dealing with Aggression in Enforcement course cost?
You can find the current price at the top right of this course page, along with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.
Next start date: Thu 4 & Fri 5 February 2027 in Amsterdam
Free cancellation up to four weeks before the start, so you can secure a place now.