Structuring an organization's response to external violence and aggression encountered by its teams.
Goals
- Identify the forms of violence linked to the activity.
- Define a response protocol according to the situations.
- Communicating and remaining calm during an incident.
Program
Mapping the attacks
- Describe the situations experienced and their levels of severity.
- Define the concept of aggression, and make the link to one's activity/profession.
- Determine which aggressions require an appropriate and measured response.
Formalize the protocol
- Plan for measured reactions and useful instructions for the teams.
- Explore how the disruptive individual functions, understand their psychology.
- Adapt your behavior and communicate methodically.
Understanding rock climbing
- Identify the stages of a conflict and adapt your communication accordingly.
- Remain calm in all circumstances.
- How does one go from anxiety to panic and control the process?.
Responding to the emergency
- Regulate stress, reassure, and choose clear messages.
- What action should be taken depending on the type of aggression?.
- What stance or behavior should be adopted depending on the seriousness of the act or situation?.
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
Staff working in contact with the public
Prerequisites
No prerequisites