The professional world is becoming increasingly stressful, and employees are more and more confronted with aggressive behaviour from their colleagues or (internal) customers. Even if it is complicated to maintain a respectful attitude when faced with an aggressive person, controlling your emotions and remaining factual is essential. When dealing with difficult people, the most common mistake is to justify yourself or try to convince them. By getting out of the other person’s game, you can regain control of the conversation.
I Identifying warning signs
I Testing new communication strategies
I Setting limits with assertiveness
I Adopting the right posture
I The 5 attitudes for defusing aggression
I Awareness of limits and how to set them
I Dominant behaviours and reactions to stress (according to the neuro-cognitive and behavioural approach – NCB)