training
This training is held in German.
Unfortunately, people, be they citizens, customers, patients, colleagues, etc., and unacceptable behavior are no longer exceptions. What is the right way to deal with this? How can you react confidently in such situations?
Learn effective de-escalation strategies to successfully defend yourself against insults or unacceptable behavior and to deal with potentially difficult contacts with confidence. To protect yourself and your colleagues , this training will give you effective tips on preventive measures to avoid escalation in the first place.
Contents
Interactive training with a high practical component and individual feedback
Recognize borderline situations
- Recognize possible critical situations at an early stage and take countermeasures.
- Correctly interpret the beginnings of aggressive behavior.
- Confidently address unacceptable behavior.
- Review of own positions in consensus building.
Expansion of skills in critical situations
- Confidently confront behavior that violates boundaries: verbally and using body language.
- Confident behavior in emotionally charged situations
- For "emergencies": use of de-escalation techniques
- "HELP!": the right time to get out.
Self-protection and preventive measures
- Case work: discussion and transfer of possible courses of action to your personal everyday life.
- Prevention of violence: precautions to avoid escalation (e.g. spatial, technical, ...).
- Ensure safety in the workplace.
- Effectiveness of existing measures: Analysis of the working environment and the precautions already taken.
- Active design of exit strategies and escape options.
- Emergency aid and assistance for colleagues.
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this qualification measure after you have registered.
Your benefit
- You will expand your ability to act and your subjective sense of security in order to be able to act non-violently in conflict and threatening situations.
- You will learn the basic rules of de-escalation and receive the basics for solution-oriented behavior in difficult situations
- You will develop individual communication and de-escalation strategies based on specific case situations.
- They are given strategies to prevent a conflict from arising (teaching a repertoire of methods to prevent violence).
- They are sensitized to early warning signs, can assess risks and recognize aggressive situations earlier.
- They find out how to deal with conflicts, threats and violence.
- They recognize when it makes sense to take themselves out of the "line of fire".
Methods
Interactive training with trainer input, individual and group work, practical practice of solution-oriented behaviors, role plays and case simulation, reflection and discussion with individual feedback and impulses for optimizing your own behavior in critical situations.
Recommended for
Specialists and managers at all levels and all employees who are confronted with unacceptable behavior or would like to prevent it. It is aimed at employees with potentially difficult customer contacts, e.g. at reception, customer service, call centers and complaints departments.
It is also aimed at employees in the service sector, such as public administration (offices, schools, universities) and healthcare and social services staff, such as emergency services and medical professionals.
Further recommendations for "Dealing with aggression and hurtful behavior"
Seminar evaluation for "Dealing with aggression and hurtful behavior"
4.7 from 5
with 12 ratings
training content:
4.6
Content comprehensibility:
4.9
Practical relevance:
4.5
Trainer expertise:
5
Participant orientation:
4.8
Method variety:
4.7
On-site training together
Start dates and details
03.09.2025
Düsseldorf
Booking number:
4362
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Wednesday, 03.09.2025
10:00 am - 6:00 pm
Thursday, 04.09.2025
09:00 am - 5:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
08.12.2025
Berlin
Booking number:
4362
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Monday, 08.12.2025
10:00 am - 6:00 pm
Tuesday, 09.12.2025
09:00 am - 5:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The next booking ensures this course will take place
Booking number:
4362
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
Booking number:
4362
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
No suitable date?
You are welcome to be notified by e-mail as soon as new dates are released.
Please note: We use third-party tools for selected events. Personal data of the participant will be passed on to them for the implementation of the training offer. You can find more information in our privacy policy.
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