Dealing with verbal aggression: responding without escalating

For whom is it intended? 

This e‑learning is designed for employees who regularly interact with customers, visitors, or colleagues and who may encounter verbal aggression. This includes retail staff, counter and reception employees, customer service professionals, healthcare providers, and any role involving frequent interaction.

What to expect?

During this training, you gain insight into how to:

• recognise aggression and its different forms 
• detect early warning signs of aggression and assess them correctly 
• adopt an appropriate attitude to prevent aggression 
• stay calm and in control in tense situations and intervene in time 
• effectively deal with verbal aggression and de-escalate situations 
• understand the impact of aggression on yourself and others and handle it appropriately 
• know where to go for support and how to report incidents

Program

Aggression and your personal boundary

• What is aggression?
• How do you recognise when your boundary is crossed?
• Reflection on aggression in your work context

Watch the teaser & discover what you can expect

Recognising aggression

• Signals of aggression
• Different forms: frustration aggression, instrumental aggression, pathological aggression
• Practical examples

Preventing aggression

• Proactive attitude
• De-escalation techniques
• Importance of calmness and self-control

Responding appropriately

• Do’s & don’ts
• Concrete steps to respond professionally depending on the type of aggression

After the incident

• Recognising emotional impact
• Self-care tips and follow-up
• Where to report incidents (internal and external reporting systems)
  
  

   Choose the format that best suits your organisation

Every organisation is different. That’s why we offer this training on dealing with verbal aggression in different formats. This allows you to choose an approach that best fits your needs, available time and learning objectives.

1. E-learning
2. In-company
3. Blended

1. E-learning (± 30 minutes):
   A flexible and accessible way to learn the basics. In this interactive module, participants go through the full program and are introduced to all key concepts and techniques.
   Ideal as a first introduction or as a refresher.
   Are you following this e-learning as a group? 
   From 5 participants onwards, you benefit from a group discount. Request your quote here
   
   
2. Customised in-company training (half day):
   During this on-site training, we combine theory and practice.
   The full program is covered and translated into the participants’ daily work context.
   The focus is on:
   •    realistic workplace situations
   •    practical tools to respond appropriately
   •    exchange of experiences
   Attention is also given to the organisation’s aggression policy and available support resources.
   
   
3. Blended learning: e-learning + half day practical session in your organisation (recommended):
   Want to maximise learning impact? Combine both formats.
   Participants first complete the e-learning to familiarise themselves with the basic concepts. During the half-day training within your organisation, we can therefore:
   •    move more quickly to practical application
   •    practise extensively with real-life cases
   •    use role plays and peer learning
   •    address concrete challenges more directly
   This approach leads to higher engagement, more practice and stronger learning outcomes.

Prior knowledge  

No prior knowledge is needed.