Better prevent incivility and react professionally to insults or verbal aggression.
Goals
- Recognizing the early signs of rising blood pressure.
- Choose a response that is appropriate to the observed behavior.
- Manage your stress and avoid making the exchange worse.
Program
Key points on incivility
- Define the situations and factors that cause a conflict to evolve.
- What is the escalation of incivility? How does a conflict situation spill over into incivility?.
- Explore the concept of incivility and the different approaches to incivility, identify the situations.
Observe the behaviors
- Distinguishing levels of aggression and reading verbal and body language signals.
- Determine the three levels of aggressive behavior.
- Learn to identify people who might create a conflict situation.
Limit the escalation
- Identify the triggers and maintain an appropriate relational distance.
- How our three brains function and their role in an aggressive situation.
- What does the language of the brain say?.
Responding to insults
- Adapt voice, words, gestures and posture to resume a safe dialogue.
- Focus on the different phases of a conflict: The stages of a conflict situation, the stages of tension.
- The fundamental principles for avoiding escalation.
Practical application and feedback
- To work on a situation close to the participants' real-world experience.
- Compare several responses and observe their effects in an exchange or incident.
- Develop reflexes adapted to one's professional context.
Evaluation and validation methods
Prior self-assessment and assessment of acquired skills at the end of training.
Target audience
Professionals exposed to incivility or verbal abuse
Prerequisites
No prerequisites