TAILOR-MADE TRAINING (IN-COMPANY)
Dealing with Conflict Situations & Aggression in the Workplace
Aggression and tensions in the workplace are an increasing challenge, especially in sectors where employees interact with customers or colleagues in stressful situations. This training provides practical tools to recognize, manage, and appropriately respond to verbal and physical boundary-crossing behaviour.
Through realistic simulations, interactive exercises, and clear tools, participants learn how to handle aggression—without losing themselves in the process.
The result: greater calm, stronger self-control, and more resilient teams.
THE ESSENTIAL OBJECTIVES
- Create awareness of personal, professional, and team boundaries
- Learn practical techniques for dealing with verbal and physical boundary-crossing behaviour in the cleaning sector
- Develop de-escalation skills to keep situations under control
- Improve collaboration and communication during tensions within teams
PROGRAM
- Introduction
- What is aggression?
- Recognizing signs of rising tension
- The importance of professional boundaries
- Barbed Wire Exercise
- Personal vs. professional boundaries
- Differences in team perception
- From acceptable behaviour to severe aggression
- Verbal Resilience & De-escalation
- Assertiveness vs. aggression
- Practical opening lines & calming language
- Case studies: “What do I say in this situation?”
- Physical Resilience
- Body posture & breathing techniques
- Maintaining distance in confined spaces
- Dealing with physically intimidating behaviour
- Team-focused Exercises
- Addressing disagreements within teams
- Clear communication & signalling
- Cleaning sector–specific practical simulations
- Conclusion & Individual Action Plan
TRAINING METHOD
Discover
This approach is essential as it allows us to respond quickly and effectively. We focus on fast yet efficient preparation to ensure the training fully meets your current needs and expectations while preparing you for tomorrow’s challenges.
In addition, before each session, we can conduct an online survey among participants to address individual needs. This frees up valuable time during the training for practical exercises instead of completing assessments.
Deliver
What sets us apart?
During the training, participants are placed in situations identical to those they encounter in their real work environment. This facilitates the transfer of techniques and increases both motivation and participation.
- Our trainers are also active as (interim) managers and/or business leaders. Our programs therefore strike the right balance between action, experience, and practical, applicable methods.
- Four main objectives/competencies per training: less is more
- 80% tailored exercises and role plays – 20% theory
- Syllabus and memo cards to support post-training application
- Active pedagogy: focus on group dynamics and interaction
- Continuous feedback from trainer and peers
- Checklists and competency tests mainly completed online before the training to maximise time for exercises, feedback, and interactivity
- After each knowledge transfer, participants make result-oriented decisions and present them to the group using a handy mnemonic action card
Decondition
How to prevent employees from falling back into old habits after the training?
Unlearning old habits and reinforcing new ones is a skill every trainer must offer. People are creatures of habit, and we believe in Pavlov’s principle of conditioning.
Our trainer will determine the essential tools to ensure long-term results, for example:
- Managers and HR receive follow-up documents and action plans from participants
- VAH Consulting develops training videos and/or multimedia tools to reinforce new behaviours
- Three months after the training, VAH Consulting conducts an online evaluation to measure behavioural changes — a practical tool for follow-up and evaluation by managers and HR
- Coaching or information sessions for managers or HR on the training approach and expected results
More info
If you would like more information about the content, you can always request an appointment without any obligation.
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