Unruly passenger – Verbal agression

Short summary

This training helps staff who come into contact with passengers or customers to deal effectively with verbal aggression and conflicts. The focus is on recognising different forms of aggression, preventing escalations and developing the right communication skills to de-escalate situations. The course offers practical exercises and simulations with professional actors, enabling participants to react better without losing control. Upon completion, they will have the tools to remain calm and rational in stressful situations, contributing to both their own well-being and safety in the workplace.

Target Audience

The training is intended for all staff dealing with passengers or customers who want to learn how to deal more effectively with (potential) conflict situations in the context of aviation security.

Objectives

Airports and aircraft can be stressful environments for passengers and customers. It is therefore important that all staff who deal with passengers or customers learn how to deal with aggressive passengers and difficult situations. 

That is the objective of this interactive classroom training. 

Besides offering insight, the classroom training will also give you the opportunity to engage in roleplay with a professional actor. They will simulate the situations you might encounter at check-in, at boarding gates or as a cabin crew member. You will subsequently learn how to apply 3 basic strategies to help you to cope with unruly passengers.