Prepare staff in establishments open to the public to prevent and manage aggressive behavior.
Goals
- Understanding the progression of a conflict towards aggression.
- Regulating one's stress and adapting one's behavior.
- Apply crisis procedures and protection principles.
Program
Aggressive situations
- Identify signs of tension and potential for deactivation.
- Identify individuals who may be generating a conflictual situation or are in a state of stress.
- Identify the different phases of a conflict to better understand it.
Physical threats
- Choose a proportionate response and know the limits of intervention.
- How to respond to situations involving physical threats?.
- Learn to what extent to use coercion according to the legal implications.
Practical exercises
- To familiarize oneself with the planned movements, protections and evacuations.
- Managing tactical movements and dodging.
- Learn techniques for reflexive blocking and redirection.
After the incident
- Managing one's emotions and identifying the actions to take.
- Reviewing the mechanisms of stress related to physical assault: how does my body function?.
- Discover stress management techniques: speech, attitude, breathing.
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
Administrative staff, counter staff, social workers, shops and other public establishments
Prerequisites
No prerequisites