Omgaan met agressie binnen overheid/handhaving incompany
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.
NRTO quality mark
- 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
Jullie trainer: Garbrand 84 evaluations in total, average score 7,8. View the trainers
What the course covers
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.
Lees het volledige programma van Omgaan met agressie binnen overheid/handhaving
How an in-company course works
- RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
- AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
- The courseOn the day and at the place you chose, with course materials for every participant.
- 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.
Veelgestelde vragen over Omgaan met agressie binnen overheid/handhaving incompany
Waar vindt de incompany training Omgaan met agressie binnen overheid/handhaving plaats?
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.
Wat kost Omgaan met agressie binnen overheid/handhaving incompany?
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 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.
Omgaan met agressie binnen overheid/handhaving voor jullie team?
Vraag vrijblijvend een offerte aan, je hoort snel van een adviseur. Met een of twee collega's? Omgaan met agressie binnen overheid/handhaving staat het komende jaar 2 keer open gepland, in Amsterdam, Utrecht.