Unruly passenger – customer-focused handling of verbal aggression

Passenger services · Communication · Classroom · Certificate: Aviato Academy

Training information

  • Length of training: 1 day
  • Language: English, Dutch & French
  • Certification: Aviato Academy Certificate
  • Previous knowledge required: None
  • Price: € 230 (VAT excluded)
  • Options: Possibility to have simulations with a professional actor (half a day or 3/4 day) – price on demand
  • Module 2 : Unruly passenger – Protection of physical integrity

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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.


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

Training calendar

12/09/2024 · Brussels Airport Building 54 · 08:30-17:00 · Language: French

17/09/2024 · Brussels Airport Building 54 · 08:30-17:00 · Language: Ducth

05/11/2024 · Brussels Airport Building 54 · 08:30-17:00 · Language: Frenh

07/11/2024 · Brussels Airport Building 54 · 08:30-17:00 · Language: Dutch

Buy this course