Dealing with aggression
In this training you learn how to handle aggression correctly and assertively. You will also discover how to deal with difficult, emotional or coercive behavior from your customer. By doing so in a respectful and firm manner, you prevent things from escalating. And take care of your own motivation and safety.
Target audience
Do you recognize this?
- I experience verbal aggression, intimidation or threats.
- Customers are sometimes compelling or demanding.
- Sometimes I have to deliver bad news or difficult messages.
- I find it difficult to deal with frustrations, emotions and complaints.
- I want to learn to react confidently and calmly.
What will you learn?
Effect after training:
- You can set limits to aggression or transgressive behaviour.
- When a customer keeps insisting, you know what to do.
- Emotions and frustrations can be absorbed and turned around.
- You know what your own strengths and pitfalls are.
- You have practiced with difficult situations.
- Bad news can be brought to you in a correct way.
- You feel more confident about your approach.
Practice with your own examples
During the training you exercise with situations and examples from your own practice. This means that at the end of the course you will go home with a pack of concrete tools, tips & tricks .
Foto: Matthew Brodeur
tweetakt ?
★ Creating impact
Learning and development is no coincidence. Our approach guarantees maximum effect.
★ Extensive customization
Each programme is tailor-made to meet your objectives and practice.
★ Driven by growth
Tweetakt sets people and teams in motion. In an engaging, energetic and inspiring way.
★ Strong trainers
Great programmes deserve the best trainers. Tweetakt guarantees you trainers and coaches with extensive experience and expertise.
Programme
Put boundaries against aggression
A customer who shouts and rants at you or a colleague. Someone who starts swearing or makes inappropriate comments. Or a visitor who threatens you physically or verbally. By setting your boundaries in the right way, you stop transgressive and aggressive behavior.
- Determine your own limits.
- Set boundaries in 3 steps.
- What if your limit doesn't help?
Be firm against coercive and demanding behaviour
Emotional blackmail, insistence, making demands… These are all things customers use to get something done. How do you respond in a customer-friendly way without giving in? And how do you ensure that the conversation does not escalate?
- Assertive listening.
- From what not to what is.
- Offer choices.
Dealing with frustrations and calming people down
When customers are angry or frustrated, they are not ready to listen. They have to cool down first. You do this by letting them know that they are really being heard. How can you do that, even if you don't have much time? And what do you do if it really doesn't work?
- Active cooling.
- Sensing when your information is appropriate.
- Do's and don'ts.
Avoid aggression and frustration
Prevention of aggression and frustration is better than curing it. It is also much more pleasant to work for yourself. You can do that by connecting with your customer and feeling what they need.
- Get started with the customer rose.
- Use non-verbal behavior.
- Know your own strengths and pitfalls.
Bringing bad news
A pleasant conversation is easier if you have something to offer customers. Sometimes that is not the case. How to deliver bad news in the best way. And how do you avoid arguments and endless discussions?
- The importance of the brief pain.
- Giving clear messages.
- Capturing emotions and finishing conversations.
Practice with your own examples
During the training you immediately try out the tips. You do this with situations and examples from your own practice. Depending on the group size and the chosen program, this is done with a training actor.
tweetakt ?
★ Creating impact
Learning and development is no coincidence. Our approach guarantees maximum effect.
★ Extensive customization
Each programme is tailor-made to meet your objectives and practice.
★ Driven by growth
Tweetakt sets people and teams in motion. In an engaging, energetic and inspiring way.
★ Strong trainers
Great programmes deserve the best trainers. Tweetakt guarantees you trainers and coaches with extensive experience and expertise.
Your learning journey
During each programme, you work with your own cases, questions and examples. So you will really be able to apply what you learn during the course.
At the start
Understanding your needs and daily practice is crucial for a tailor-made learning journey. A couple of weeks before the training, you receive a short survey and a brief assignment.
Captivating and inspiring
Courses are to the point, dynamic and interactive. You work with your own challenges, needs and questions all the time.
To the point
Theory, tips and tricks are immediately applicable. You practice until you fully grasp and can apply what you have learned.
Packed with extras
This programme comes with a digital campus where you'll discover extra tips, material, exercises and inspiration.
Real change
You conclude the training with a personal action plan. We trigger and help you to transfer what you have learned to your daily reality. Your trainer is available for any related questions you might have, up to six months after the training.
tweetakt ?
★ Creating impact
Learning and development is no coincidence. Our approach guarantees maximum effect.
★ Extensive customization
Each programme is tailor-made to meet your objectives and practice.
★ Driven by growth
Tweetakt sets people and teams in motion. In an engaging, energetic and inspiring way.
★ Strong trainers
Great programmes deserve the best trainers. Tweetakt guarantees you trainers and coaches with extensive experience and expertise.
Tailor-made training
Each training is redesigned to fit your specific needs, context and questions participants may have.
Together at the start
During an initial intake interview we investigate exactly what learning goals you want to achieve. And what participants need to learn. In collaboration with you, we choose the approach and program that fits best.
Blended learning journeys
Training and application is key. This programme comes with a digital campus with extra tips, material, exercises and inspiration.
Follow-up and transfer
Each programme comes with opportunities you can use to maximize the transfer and learning effect after the training.
Discounts and reductions
Would you like to make use of the 'KMO-portefeuille'? Contact us for more information about the possibilities.
Organizations in healthcare, the public sector, social profit and not-for-profit can count on a 25% discount.
Want to know more?
Contact us with your request. Or schedule an intake interview without any obligation.
tweetakt ?
★ Creating impact
Learning and development is no coincidence. Our approach guarantees maximum effect.
★ Extensive customization
Each programme is tailor-made to meet your objectives and practice.
★ Driven by growth
Tweetakt sets people and teams in motion. In an engaging, energetic and inspiring way.
★ Strong trainers
Great programmes deserve the best trainers. Tweetakt guarantees you trainers and coaches with extensive experience and expertise.
