De-escalating Emotion and Aggression

Every professional has to deal with difficult situations and angry or aggressive customers from time to time. The goal is to de-escalate the situation, but how do you do that?

“I couldn’t have known that!”
“These rules don’t make any sense! What a shitty organization!”
“You say you help people, but you’re not doing anything!”
“But it was allowed yesterday! And now you suddenly make it difficult!”
“Fuck off, bitch!”
“How old are you? Get someone with more experience…”
“If you don’t want any trouble, you will do what I say…!”

How do you calm down emotions? How do you stop aggressive behavior? What is the difference between anger and aggression? How do you ensure that you don’t come up with what would have been useful to do afterwards, but during the situation? How can you act effectively early on, so that the tension does not escalate more than necessary? What if the situation becomes dangerous?

During this training course, employees will get answers to these questions and more. The training provides insight and practical tools for dealing with difficult situations. All theory is discussed interactively and in a practical manner. Subsequently, the transition is made from “understanding in calmness” to actually “being able to act under pressure”, by practicing skills in role playing. Employees will leave the training course more resilient and skilled.

Program Components

  • Knowledge of difficult behavior and assessing situations:
    What forms of difficult behavior exist? What is emotion? What is aggression? What is the difference between an angry customer and an aggressive customer? The better you learn to assess situations, the more effective you can act.
  • Stress and self-awareness:
    What happens to my own emotions during a difficult situation? How does my body physically react to this? What is the explanation for stress? The biology behind it? Why do I often come up with what would have been smarter to do afterwards? How do I stay calm enough to maintain an overview in the moment?
  • Communication skills:
    How do I bring down emotions, so that a reasonable conversation is possible again? How do I stop aggressive behavior, while maintaining the relationship? How do I professionally set boundaries? What if it doesn’t work? What should I do when the situation becomes dangerous?
  • Collaboration and teamwork:
    How can we be more unified as a team and consistent in dealing with difficult behavior? Where do we have personal space and when is it best to draw a line? What about personal and professional boundaries? How can we help each other with this?


At the end of the training course, all participants will provide written feedback. The organization will receive an anonymized evaluation report with all the results and comments.

Certificate of Completion

Each participant will receive a digital certificate of completion.

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