Presentation
Today, aggression and incivility are increasingly making their way into the public arena – and, by extension, into the workplace. While their human effects are undeniable, the repercussions for the company are no less so: a noxious climate, reduced performance, sick leave, increased staff turnover…
Added to these impacts are very real risks: damage to image, legal liabilities, economic fragility. Turning a blind eye to team malaise means permanently weakening the organization.
That’s why we’re offering you the keys to coping with these tensions, while preserving your physical and mental balance.
Training objectives
- Naming and applying the 5 universal rules of peaceful communication
- Be able to follow a common resolution protocol
- Naming and applying the 4 arts of tactical communication
- Identify and apply psychological protection tools
- Adopt a masked guard and emergency protection
Skills developed
- Taking part in a tense situation
- Developing tactical empathy
- Discover the benefits of negotiating
- Staying clear-headed under stress
- Perceive the evolution of danger
Skills studied
- Follow a common resolution protocol
- Understanding the dynamics of conflict
- Tactical communication
- Learning to protect yourself psychologically
- Adopting a safety posture
Target audience
All professionals confronted with verbal violence (threats, insults, incivilities, etc.).
Drivers, counter clerks, restaurant staff, controllers, police officers, gendarmes, healthcare personnel…
The course
Preliminary meeting with managers to define the framework and specific objectives.
- Welcome and introduction of the trainer
- Co-development of framework and safety rules with the team
- Understanding the dynamics of conflict
- The need for a common protocol
- Safety postures and emergency protection – situation scenarios
- The 5 universal rules of peaceful communication – role-playing exercises
- The 4 arts of tactical communication – case studies
- Psychological protection
- MCQs + tests based on different scenarios
- Download in “pop-up” mode to externalize last prints
- Goodbye!
Monitoring and assessment
- Prior learning test
- Satisfaction evaluation form
- Individualized training certificate
Pedagogical approach
- Courses
- Case studies
- Case studies
Practical details
Disability-friendly training. Please contact us in advance.
Very good training, in line with our real-life situations.
Delépine Frédéric
Project manager
It’s a smooth-running procedure that gives you something to fall back on when the going gets tough.
Yann LE MERRER
Account Manager
