Handling inappropriate behaviour and conflict

Summary

Challenging, inappropriate or aggressive behaviour can occur in any customer-facing environment. Handling these situations effectively requires more than knowing what to say: professionals need the confidence, resilience and communication skills to remain calm, set clear boundaries and prevent situations from escalating.

This training turns these principles into practical, applicable skills. Through a blended learning approach, combining e-learning, immersive classroom sessions and AI-powered avatar simulations, participants progressively develop their ability to manage difficult interactions professionally and confidently.

The continuous learning journey strengthens self-control, assertiveness, communication and emotional intelligence, helping participants respond effectively in demanding situations across a wide range of professional environments.

Target Audience

This training is designed for professionals who interact directly with customers, visitors, passengers, patients or members of the public and may encounter challenging, inappropriate or aggressive behaviour:

• Customer service and front-office staff
• Retail and hospitality professionals
• Public transport personnel
• Healthcare and care sector professionals
• Security personnel
• Government and public service employees
• Other frontline professionals working in customer-facing environments

Objectives

By the end of the training, participants will be able to:

• Recognise different types of inappropriate behaviour, aggression and boundary violations
• Identify underlying causes and potential triggers
• Apply preventive communication techniques to reduce the risk of escalation
• Respond appropriately to different forms of aggression
• Set clear boundaries while maintaining professional communication
• Handle intimidation and discriminatory or sexually inappropriate behaviour professionally
• Maintain emotional resilience and self-control in challenging situations
• Apply learned techniques in realistic scenarios and digital simulations

Additional information

A blended learning journey combining:

• E-learning (±1 hour): foundational knowledge
• Immersive classroom training (1 day): practical exercises, roleplays and realistic scenarios
• Follow-up simulations (optional): avatar-based practice after 3 and 6 months

The learning approach draws on recognised principles for managing inappropriate and aggressive behaviour, including relevant elements from IATA AHM122, while being applicable across a wide range of sectors and professional environments.

Key benefits:

• Sustained learning that supports behavioural change over time
• Safe and realistic environment to experiment, practise and learn
• Personalised feedback through AI avatars to improve self-awareness and adaptability
• Increased confidence when dealing with challenging behaviour
• Improved employee well-being and reduced stress
• Stronger team communication and overall safety culture

Trainers

Veerle

With over 25 years of experience in aviation and other 24/7 sectors, I bring a mix of training expertise, coaching, and neurocognitive insights. My passion is helping individuals and teams unlock the full potential of their talents and brains. By combining soft skills with neurocognitive science, I create trainings that go beyond theory and make a lasting impact. In my programs, from Basic Management to Help, I’m becoming a Manager!, I not only teach practical leadership skills but also show how to manage stress, build resilience, and make better decisions under pressure. My goal is to empower people to grow into confident, balanced leaders who can perform sustainably, even in the most demanding circumstances.