Managing Targeted Verbal Violence in Public Services

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Presentation

Municipal life is based on the social contract between citizens and their institutions.

When this contract is challenged by violence, public officials become the primary targets.

This training course offers a concrete response to preserve social cohesion and strengthen capacities to respond.

Programme

Causes and contexts of aggression
The motivations and intentions behind aggression
Expression and degrees of escalation
Verbal aggression, harassment, and threats
The psychosomatic effects on the target
The management of internal and external tension
Tactics for responding and/or withdrawing
Communication: NLP and transactional analysis
Immediate resolution and situational mediation
Long-term strategies: authority & education
Use of nonviolent communication
Verbal and nonverbal language
Involving a concerned audience as witnesses
Legal framework

Objectives

Recognize signs of aggression and prevent escalation
Communicate effectively to defuse tensions
Manage emotions better in tense relationships
Develop appropriate behaviors to reduce aggression
Use empathy and humor judiciously
Protect yourself, protect your colleagues, and establish an action plan
Apply the basics of verbal and physical self-defense

Methods and Evaluations

Theoretical input, feedback
Role-playing and practical exercises
Simulations of real-life situations

Assessment of Satisfaction:

On-the-spot Assessment
Post-Assessment

Assessment of Learning Outcomes:

Self-Assessment
Questionnaire at the end of the training course

Public and Prerequisites

Audience: Municipal staff and civil servants from national and regional institutions
Prerequisites: None

Access for people with disabilities

People with disabilities who wish to take this training course are invited to contact us directly so that we can discuss the possibilities for taking the course together.

Duration

2 Days (14 Hours)

Dates

On demand

Price

Inter-company price: EUR 1360 net/person (Excluding VAT) Intra-company price: on request (4–12 people).

Training certification

Certificate