The professional world is becoming more and more stressful and employees are increasingly confronted with aggressive behaviour from their colleagues or (internal) customers. Even though it is difficult to maintain a respectful attitude when dealing with an aggressive person, keeping your emotions under control and remaining factual is essential. When dealing with difficult personalities, the most common mistake is to justify or try to convince. By getting out of the other person's game, it is possible to regain control of the conversation.
Objectifs :
I Identifying the warning signs
I Testing new communication strategies
I Setting limits with assertiveness
I Adopting an appropriate posture
Contenu :
I The 5 attitudes to defuse 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 - NCA)
The training is adapted to the needs and context of the organisation. The pedagogical approach is playful and participative. The group works on concrete cases brought in by the participants and practises in practical situations. The optional presence of an actor makes the process even more effective.