Handling inappropriate behaviour and conflict

Short summary

In customer-facing environments, staff may encounter challenging or aggressive behaviour. This training programme is designed to build the confidence, resilience, and communication skills needed to manage such interactions effectively.

Through a blended learning approach — combining e-learning, immersive classroom sessions, and AI-powered avatar simulations — participants progressively develop the ability to respond confidently to all types of inappropriate behaviour, defuse tension, set boundaries, and remain calm and professional under pressure.

This continuous learning journey strengthens self-control, assertiveness, communication, and emotional intelligence — key assets in any customer-facing environment.

Target Audience

Customer-facing staff in environments with direct public interaction and potential tension:

• Customer service & front office staff (reception, help desks, call centers)
• Retail & hospitality staff (shops, restaurants, hotels)
• Public transport personnel (train, metro, bus staff)
• Healthcare & care sector staff (hospitals, elderly care, emergency services)
• Security personnel (private security, event staff, access control)
• Government & public services (municipal counters, social services)

Ideal for all frontline staff who need to stay calm, professional and in control when facing difficult or aggressive behaviour

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).

Additional information

Key benefit:

• Sustained, long term learning experience that promotes behavioural change over time.
• Safe and realistic environment to experiment, make mistakes, and learn.
• Personalized feedback through AI avatars, improving self-awareness and adaptability.
• Enhanced customer satisfaction and employee well-being and stress reduction.
• Improved 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.