Supporting an employee after a verbal or physical assault, with appropriate managerial intervention.
Goals
- Understanding the support needs of the assaulted employee.
- Intervene with the client without jeopardizing the employee's position.
- Organize a response and follow-up after the incident.
Program
Analyze the event
- Review the conflicts encountered and the role of the person in charge.
- Reminder, what is a conflict: identify the elements of a conflict.
- Difficult situations faced by employees: what is easy, difficult, best practices.
Role of the manager
- To define one's responsibilities, scope of action and existing procedures.
- Reminder of the manager's duties in the context of a conflict situation (physical or verbal aggression).
- Identify your role with respect to the employee and the client.
Client intervention
- Reframe the exchange by explicitly supporting the collaborator.
- What is easy, what is delicate, what is difficult.
- Discover the manager's positioning.
Support after the assault
- Conduct the interview with the employee and consider appropriate follow-up actions.
- What are the needs of a person who has been assaulted?.
- What not to do.
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
Managers and HR professionals
Prerequisites
No prerequisites