Description

This course will allow you to understand the mechanisms of violence and aggression, and to integrate internal and external techniques to prevent explosive and stressful situations. You will learn in particular to practice assertive communication taking into account the personality of your interlocutor.

Who is this training for ?

For whom ?

Customer relationship managers. Hosts/hostesses. Reception agents.

Prerequisites

Training objectives

Know the mechanisms of violence and aggression

Adopt bodily and verbal postures to deal with aggression

Reframe and maintain a positive relationship

Preserve your energy and motivation

Training program

• Control your emotions
  • Identify the different types of emotions.
  • Know how to react "cold".
  • Adopt a professional attitude.
  • Confront uncontrolled situations.
  • Techniques for controlling your emotions.
  • Exercise: Mapping emotions in the face of situations encountered.
• Understand the conflict process: from aggression to action
  • The influence of emotions on behavior: the instinctive, affective and cognitive brain.
  • Analyze the processes of dominance and submission: life positions.
  • Understand the issues and roles of the actors in the conflict: the drama triangle.
  • Take a step back from conflict situations by deciphering internal motivations and behavioral habits.
  • Anticipate the aggressiveness of your interlocutor: detect the messages of non-verbal and para-verbal communication.
  • Know your strengths and areas of weakness in the face of conflict.
  • Exercise: Self-assessment of his personality and behavior under stress.
  • Analysis of these strengths and areas for progress.
• Integrate physical and verbal techniques to confront violence
  • No longer be destabilized thanks to the practice of body
  • Increase one's availability and resistance in the face of conflict.
  • Confront violence and intimidation using your voice.
  • Control your emotions by finding balanced breathing.
  • Communicate with assertiveness to deal with conflicts: hold your gaze, establish your territory.
  • Get out of a conflictual relationship through positive verbalization.
  • Exercise: rnLearning bodily and communication techniques in role-playing games to deal with aggression.
  • Learn to maintain leadership in conflict situations.
• Learn to channel and transform aggression
  • Understand your reflex attitudes towards conflict (attack, flight, withdrawal).
  • Maintain positive relationships by respecting your aggressor's point of view.
  • Use the language adapted to each type of personality to establish a constructive relationship.
  • Identify the level of stress of your interlocutor to respond effectively.
  • Practice positive reframing to keep the control of the situation.
  • Confront daily conflicts while preserving your energy and motivation.
  • Role play Scenario in subgroups to manage aggressiveness in depending on the personality of the interlocutor.
  • Action plan.