Rudeness and verbal abuse

• 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.

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.

Prior self-assessment and assessment of acquired skills at the end of training.