Reception and management of incivilities

Reception and management of incivilities

Course objectives

• Know your limits, reactions and level of stress.
• Detect and understand the mechanisms of aggression, escalation of violence.
• Be able to observe and anticipate tensions to modulate one's attitude in order to defuse aggressive dissatisfaction.
• Analyze communication practices to identify barriers.

Entrance requirements

no admission requirement


Rue de la station, 19
B-1300 LIMAL

or in your company


• to know each other well; strengths and weaknesses, improvements, impact on the other.
• Analyze aggression
• Learn basic techniques to defuse a conflict situation.
• Identify risk situations (prevention).
• Role plays and videos.
• Toolbox and good practices in the workplace.


Price per group: 820 €

We included in our price:

  • Coffee 
  • Snack
  • Bottles of water
  • Lunch and drink

* Price exempt from VAT according to article 44 of the VAT code