Handling inappropriate behaviour

Short summary

In a dynamic and often stressful aviation environment, customer-facing staff may encounter challenging or aggressive behaviour. This training path is designed to build confidence, resilience, and communication skills to manage such interactions effectively.

Through a blended learning approach combining e-learning, immersive classroom sessions, and AI-powered avatar simulations, participants progressively strengthen their ability to react with confidence to all types of inappropriate behaviour, to defuse tension, set boundaries and to remain composed and professional under pressure.

This ongoing learning journey strengthens self control, assertiveness, confidence, communication and emotional competencies, key assets in a customer-facing aviation environment.

Target Audience

All airport and airline personnel in customer-facing roles, including:

Check-in and boarding agents
Ground handling staff
Cabin crew
Service and information desk staff
Security and assistance staff
Catering and retail staff

This training is ideal for anyone who interacts directly with passengers or customers and wishes to enhance their ability to manage verbal aggression and conflict.

Objectives

Upon completion of this learning path, participants will be able to:

Recognize and understand different types of inappropriate behaviour, aggression and any other boundary violations.
Identify underlying causes (stress, frustration, power dynamics, intoxication etc.)
Apply preventive communication to avoid escalation.
Respond appropriately to different types of aggression (frustration, instrumental and physical aggression)
Handle intimidation and discriminatory or sexually charged remarks and acts professionally
Strengthen emotional resilience and self-control in challenging situations
Use digital avatars and scenario-based learning to practice and refine communication over time.
Reinforce learning and behavioural change through continuous follow-up simulations (after 3 and 6 months).