Unruly passenger – customer-focused handling of verbal aggression

Passenger services · Communication · Classroom · Certificate: Aviato Academy

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

In our society, we are unfortunately increasingly confronted with verbally aggressive individuals. Dealing with this is not always obvious.

In our work situation, we must not only remain professional but also make sure to minimise the impact on our own emotions.

If, on the one hand, we are aware of where the aggression is coming from and, on the other hand, can recognise signals of escalating communication more quickly, the more likely we are to be able to respond to it rationally and consciously rather than shooting into emotion.

If we can recognise certain things and in addition apply the skills needed to de-escalate the conversation or conclude it in a positive way, it can greatly benefit our well-being as employees.

Course content

Module 1:

• What is (not) aggression?
• Different forms of aggression
• Exercise on recognising the different forms of aggression in the workplace
• Pitfalls within aggression management
• Dealing with frustration aggression
• Dealing with instrumental aggression