Course : Preventing and managing incivilities in the public sector
Practical course - 2d
- 14h - Ref. CVP
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 | Understand the mechanisms that lead to aggressive situations |
| Utiliser l'intelligence émotionnelle au travers de la « juste » posture |
| Defusing aggressive situations, regulating tensions |
| Learn techniques for anticipating, identifying and handling situations |
| Managing conflict and adapting communication skills |
Intended audience
Anyone dealing with the public.
Prerequisites
No special knowledge required.
Practical details
Role-playing
Discussions, experience-sharing, practical exercises and role-playing.
Teaching methods
Active teaching methods based on discussion, role-playing, practical exercises and training, followed by assessment of skills acquired throughout the course.
Course schedule
1 Organization and public needs
- Define the notion of user and the characteristics of different user-publics.
- Connaître les notions d'attente et de besoin. Le cadre de la relation.
- Identify notions of administrative domination and relational legitimacy.
- Understanding the complex trilogy: constraint, principle and relationship.
- Know the rules for protecting employees in the performance of their duties.
- Define the notion of corporate culture and manage your professional posture and vision.
Exercise
Sub-group workshops to get to grips with the circular, collective exchanges.
2 The different types of conflict
- Define the causes and types of conflict.
- Identify the manifestations of conflict.
- Handling violent situations (method for dealing with conflict).
- Know the seven stages of conflict management.
Hands-on work
Role-playing and analysis of real-life situations.
3 Decoding attitudes and potential aggression
- Know the factors that generate aggression and violence.
- Master dominant character traits.
- Identify physical and emotional reactions.
- Deciphering verbal and non-verbal expressions.
- Detecting violent acts, facial recognition of basic emotions.
Exercise
Anticipation role-playing, recognizing negative emotions.
4 The means of regulation
- Adopt assertive behavior.
- Manage your emotions.
- Overcoming power games (KARPMAN).
- Use transactional analysis (parallel, crossed, hidden).
Hands-on work
Visualization, confrontation scenarios to train yourself to emerge positively.
5 Ways of expressing and communicating to defuse aggression
- Master active listening and recognition.
- Staying in harmony with the person you're talking to (the quilt technique).
- Savoir faire passer un message difficile en utilisant la Communication NonViolente.
- Learn to say no.
Hands-on work
Role-playing and role-playing exercises to practice assertively formulating and receiving criticism.
6 The aftermath: the duty to warn and deal with suffering
- Draw up an individual progress plan.
- Regain your composure after a stressful situation.
Hands-on work
Breathing and relaxation exercises. Fill in your progress plan.
Publication date : 05/10/2024
PARTICIPANTS
Anyone dealing with the public.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Anyone dealing with the public.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
Dernières places
Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.