Training of staff in direct contact with the public.

This day allows you to acquire the elements necessary to manage at best a stress situation facing an unknown public. The goal is to reduce the risk of aggression through good behavior, a positive and serene approach.

Our Training Courses

  • Any employee in a position to be confronted to the public (reception, point of sale, service, counter, support …);
  • Anyone who wants to improve their knowledge.
  • Understand the mechanisms that trigger anger, incivility, verbal and physical aggression;
  • Understand the different cultural approaches;
  • Improve its ability to detect this type of incident;
  • Understand the appropriate means of response in a violent environment;
  • Increase your self-confidence;
  • Contribute to better security.
  • The fundamentals
    • From stress to violence
      • Triggers
      • Risk behaviors
      • From incivility to crime
    • Manage the other while managing oneself
      • Understand and anticipate
      • Analyze and manage your time
      • Position and communicate
  • The different types of situations (adjustable according to the public)
    • Practical exercises
    • Role play
    • Situations
  • To alert
    • Keep the premises as is
    • Manage existing resources – Internal / External
    • Improve your testimony
  • Debrief
    • Debriefing actors
    • Hot situation
    • Cold debriefing
  • Willingness to limit stress;
  • Willingness to resolve conflicts with a serene approach;
  • Appetence for the item;
  • Level 2 can be set up to help executives identify and manage staff facing risk situations.
  • A very short theoretical input to help the general understanding of the problem and each of its main aspects, followed by a succession of illustrated examples, exercises, role plays and other scenarios;
  • Encouraged participation of trainees.
  • A certificate of participation is issued at the end of a day of course really and fully followed.

Testimonials about the trainer

The Next 3 Courses

Dates on request