{"id":4222,"date":"2024-11-10T15:46:11","date_gmt":"2024-11-10T14:46:11","guid":{"rendered":"https:\/\/psmformationconsulting.com\/?page_id=4222"},"modified":"2024-11-22T09:13:15","modified_gmt":"2024-11-22T08:13:15","slug":"com-dev-formation-faire-face-a-lagressivite","status":"publish","type":"page","link":"https:\/\/psmformationconsulting.com\/?page_id=4222","title":{"rendered":"Com &#038; Dev ~ Formation Faire face \u00e0 l\u2019agressivit\u00e9"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4222\" class=\"elementor elementor-4222\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3386aef e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"3386aef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c00064d e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-child\" data-id=\"c00064d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5eab9d5 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"5eab9d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Formation Faire face \u00e0 l\u2019agressivit\u00e9<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99d2440 elementor-widget elementor-widget-text-editor\" data-id=\"99d2440\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>S&rsquo;affirmer en tant qu&rsquo;acteur de la pr\u00e9vention<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0111dd8 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-child\" data-id=\"0111dd8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-067dc33 elementor-widget elementor-widget-button\" data-id=\"067dc33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Demander un devis<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be17d57 wpr-page-list-horizontal wpr-pl-badge-center wpr-pl-icon-center elementor-widget elementor-widget-wpr-page-list\" data-id=\"be17d57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wpr-page-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"wpr-page-list-wrap\"><ul class=\"wpr-page-list\"><li class=\"wpr-page-list-item elementor-repeater-item-14126c4 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar-check\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M436 160H12c-6.627 0-12-5.373-12-12v-36c0-26.51 21.49-48 48-48h48V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h128V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h48c26.51 0 48 21.49 48 48v36c0 6.627-5.373 12-12 12zM12 192h424c6.627 0 12 5.373 12 12v260c0 26.51-21.49 48-48 48H48c-26.51 0-48-21.49-48-48V204c0-6.627 5.373-12 12-12zm333.296 95.947l-28.169-28.398c-4.667-4.705-12.265-4.736-16.97-.068L194.12 364.665l-45.98-46.352c-4.667-4.705-12.266-4.736-16.971-.068l-28.397 28.17c-4.705 4.667-4.736 12.265-.068 16.97l82.601 83.269c4.667 4.705 12.265 4.736 16.97.068l142.953-141.805c4.705-4.667 4.736-12.265.068-16.97z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Session garantie<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-4a004ab wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-hourglass-half\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M360 0H24C10.745 0 0 10.745 0 24v16c0 13.255 10.745 24 24 24 0 90.965 51.016 167.734 120.842 192C75.016 280.266 24 357.035 24 448c-13.255 0-24 10.745-24 24v16c0 13.255 10.745 24 24 24h336c13.255 0 24-10.745 24-24v-16c0-13.255-10.745-24-24-24 0-90.965-51.016-167.734-120.842-192C308.984 231.734 360 154.965 360 64c13.255 0 24-10.745 24-24V24c0-13.255-10.745-24-24-24zm-75.078 384H99.08c17.059-46.797 52.096-80 92.92-80 40.821 0 75.862 33.196 92.922 80zm.019-256H99.078C91.988 108.548 88 86.748 88 64h208c0 22.805-3.987 44.587-11.059 64z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">1 jours<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-98d8758 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-map-marked-alt\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M288 0c-69.59 0-126 56.41-126 126 0 56.26 82.35 158.8 113.9 196.02 6.39 7.54 17.82 7.54 24.2 0C331.65 284.8 414 182.26 414 126 414 56.41 357.59 0 288 0zm0 168c-23.2 0-42-18.8-42-42s18.8-42 42-42 42 18.8 42 42-18.8 42-42 42zM20.12 215.95A32.006 32.006 0 0 0 0 245.66v250.32c0 11.32 11.43 19.06 21.94 14.86L160 448V214.92c-8.84-15.98-16.07-31.54-21.25-46.42L20.12 215.95zM288 359.67c-14.07 0-27.38-6.18-36.51-16.96-19.66-23.2-40.57-49.62-59.49-76.72v182l192 64V266c-18.92 27.09-39.82 53.52-59.49 76.72-9.13 10.77-22.44 16.95-36.51 16.95zm266.06-198.51L416 224v288l139.88-55.95A31.996 31.996 0 0 0 576 426.34V176.02c0-11.32-11.43-19.06-21.94-14.86z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Pr\u00e9sentiel \/ Distanciel<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-1e9df79 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-info-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119.043 8 8 119.083 8 256c0 136.997 111.043 248 248 248s248-111.003 248-248C504 119.083 392.957 8 256 8zm0 110c23.196 0 42 18.804 42 42s-18.804 42-42 42-42-18.804-42-42 18.804-42 42-42zm56 254c0 6.627-5.373 12-12 12h-88c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h12v-64h-12c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h64c6.627 0 12 5.373 12 12v100h12c6.627 0 12 5.373 12 12v24z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Fondamentaux<\/a><\/div><\/li><\/ul><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9704123 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"9704123\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7a61a7b wpr-page-list-horizontal elementor-widget__width-inherit wpr-pl-badge-center wpr-pl-icon-center elementor-widget elementor-widget-wpr-page-list\" data-id=\"7a61a7b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wpr-page-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"wpr-page-list-wrap\"><ul class=\"wpr-page-list\"><li class=\"wpr-page-list-item elementor-repeater-item-122d37d wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Objectif<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-b765c42 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Programme<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-f82d8be wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Pour qui ?<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-2272fe2 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Intervenants<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-9965709 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">F.A.Q<\/a><\/div><\/li><\/ul><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c994a82 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"c994a82\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5c93106 elementor-widget elementor-widget-text-editor\" data-id=\"5c93106\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Les salari\u00e9s sont de plus en plus souvent confront\u00e9s \u00e0 des situations relationnelles difficiles, en interne ou en externe (prospects, clients, usagers\u2026) : agressivit\u00e9, insultes, menaces\u2026<\/p><p>Et, fr\u00e9quemment, ils sont dans l\u2019incapacit\u00e9 de g\u00e9rer ces probl\u00e9matiques, ce qui cause plusieurs pr\u00e9judices \u00e0 l\u2019entreprise et aux salari\u00e9s eux-m\u00eames :<\/p><ul><li>du stress,<\/li><li>des arr\u00eats de travail,<\/li><li>une d\u00e9gradation du climat social de l\u2019entreprise.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bb7ae44 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"bb7ae44\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f4d9db1 elementor-widget elementor-widget-heading\" data-id=\"f4d9db1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Objectifs p\u00e9dagogiques<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f90744 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6f90744\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e353b2f elementor-widget-divider--separator-type-pattern elementor-widget-divider--no-spacing elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"e353b2f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 126 26&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M3,10.2c2.6,0,2.6,2,2.6,3.2S4.4,16.5,3,16.5s-3-1.4-3-3.2S0.4,10.2,3,10.2z M18.8,10.2c1.7,0,3.2,1.4,3.2,3.2s-1.4,3.2-3.2,3.2c-1.7,0-3.2-1.4-3.2-3.2S17,10.2,18.8,10.2z M34.6,10.2c1.5,0,2.6,1.4,2.6,3.2s-0.5,3.2-1.9,3.2c-1.5,0-3.4-1.4-3.4-3.2S33.1,10.2,34.6,10.2z M50.5,10.2c1.7,0,3.2,1.4,3.2,3.2s-1.4,3.2-3.2,3.2c-1.7,0-3.3-0.9-3.3-2.6S48.7,10.2,50.5,10.2z M66.2,10.2c1.5,0,3.4,1.4,3.4,3.2s-1.9,3.2-3.4,3.2c-1.5,0-2.6-0.4-2.6-2.1S64.8,10.2,66.2,10.2z M82.2,10.2c1.7,0.8,2.6,1.4,2.6,3.2s-0.1,3.2-1.6,3.2c-1.5,0-3.7-1.4-3.7-3.2S80.5,9.4,82.2,10.2zM98.6,10.2c1.5,0,2.6,0.4,2.6,2.1s-1.2,4.2-2.6,4.2c-1.5,0-3.7-0.4-3.7-2.1S97.1,10.2,98.6,10.2z M113.4,10.2c1.2,0,2.2,0.9,2.2,3.2s-0.1,3.2-1.3,3.2s-3.1-1.4-3.1-3.2S112.2,10.2,113.4,10.2z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b84700 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"8b84700\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Identifier les signes avant-coureurs de l\u2019agressivit\u00e9 afin de g\u00e9rer les agressions verbales et pr\u00e9venir les conflits<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Reconna\u00eetre les diff\u00e9rents niveaux d\u2019agressivit\u00e9 dans les comportements (d\u00e9codage et \u00e9tude comportementale) pour pouvoir \u00e9valuer la situation et le niveau d\u2019agressivit\u00e9 des interlocuteurs<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Elaborer la strat\u00e9gie de r\u00e9solution de conflits la plus adapt\u00e9e \u00e0 la situation rencontr\u00e9e<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Construire sa boite \u00e0 outils pour ma\u00eetriser une personne agressive ou violente<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-aa90673 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"aa90673\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c752d5a elementor-widget__width-initial elementor-widget elementor-widget-toggle\" data-id=\"c752d5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2091\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2091\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Programme de la formation<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2091\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2091\"><div class=\"elementor-element elementor-element-368331fd dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"368331fd\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><div class=\"elementor-element elementor-element-3cfe673a dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"3cfe673a\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-1021\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-1021\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Comprendre l&rsquo;\u00e9volution d&rsquo;une relation conflictuelle<\/a><\/span><\/p><ul><li><span style=\"color: #000000;\">Les signes avant-coureurs<\/span><\/li><li><span style=\"color: #000000;\">Conna\u00eetre les diff\u00e9rentes \u00e9tapes d\u2019une situation de conflit entre 2 personnes<\/span><\/li><li><span style=\"color: #000000;\">Conna\u00eetre les diff\u00e9rentes \u00e9tapes de l\u2019escalade de la violence<\/span><\/li><li><span style=\"color: #000000;\">Comprendre l\u2019impact de son propre comportement dans le cadre d\u2019une situation tendue<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-1941\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-1941\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Rep\u00e9rer les comportements agressifs<\/a><\/span><\/p><div id=\"elementor-tab-content-1941\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-1941\"><ul><li><span style=\"color: #000000;\">Savoir rep\u00e9rer les personnes pouvant g\u00e9n\u00e9rer une situation conflictuelle<\/span><ul><li><span style=\"color: #000000;\">Comprendre le langage des gestes : Les gestes ouverts et les gestes ferm\u00e9s<\/span><\/li><li><span style=\"color: #000000;\">Les autres \u00e9l\u00e9ments r\u00e9v\u00e9lateurs de l\u2019agressivit\u00e9<\/span><\/li><li><span style=\"color: #000000;\">Les diff\u00e9rents profils rencontr\u00e9s : typologie et notions de compr\u00e9hension<\/span><\/li><\/ul><\/li><li><span style=\"color: #000000;\">D\u00e9terminer le potentiel de danger d\u2019une personne en situation.<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-1291\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-1291\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">D\u00e9samorcer les comportements agressifs<\/a><\/span><\/p><div id=\"elementor-tab-content-1291\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-1291\"><ul><li><span style=\"color: #000000;\">Identifier les types de strat\u00e9gie permettant de g\u00e9rer une situation conflictuelle<\/span><ul><li><span style=\"color: #000000;\">L\u2019assertivit\u00e9 et la dynamique de confrontation<\/span><\/li><li><span style=\"color: #000000;\">Adopter une attitude physique rassurante et stable<\/span><\/li><li><span style=\"color: #000000;\">Faire preuve d\u2019empathie<\/span><\/li><li><span style=\"color: #000000;\">S\u2019adapter au style de communication de son interlocuteur<\/span><\/li><li><span style=\"color: #000000;\">La prise de parole et quelques techniques et outils : voix, regard, gestuelle<\/span><\/li><li><span style=\"color: #000000;\">Construire une r\u00e9ponse appropri\u00e9e en cas de provocation orale<\/span><\/li><li><span style=\"color: #000000;\">Transformer l\u2019agression en critique utile et constructive<\/span><\/li><li><span style=\"color: #000000;\">Bien informer son interlocuteur : donner un message clair et simple<\/span><\/li><\/ul><\/li><li><span style=\"color: #000000;\">Sortir des blocages : prendre du recul, g\u00e9rer son stress, am\u00e9liorer ses r\u00e9flexes, n\u00e9gocier et dialoguer<\/span><ul><li><span style=\"color: #000000;\">Les \u00e9l\u00e9ments de la n\u00e9gociation : identifier le niveau de probl\u00e8me et les hi\u00e9rarchiser<\/span><\/li><li><span style=\"color: #000000;\">Proposer une solution, faire parler son interlocuteur pour limiter le stress<\/span><\/li><\/ul><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-2311\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-2311\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">G\u00e9rer son stress et ses \u00e9motions<\/a><\/span><\/p><div id=\"elementor-tab-content-2311\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-2311\"><ul><li><span style=\"color: #000000;\">Rester ma\u00eetre de soi et ne pas rompre le contact avec son interlocuteur<\/span><\/li><li><span style=\"color: #000000;\">Les techniques physiques anti-stress et les techniques permettant de r\u00e9duire la tension<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-element elementor-element-d891257 dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"d891257\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-2271\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-2271\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Construire sa bo\u00eete \u00e0 outils et ses plans d&rsquo;actions<\/a><\/span><\/p><div id=\"elementor-tab-content-2271\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-2271\"><ul><li><p><span style=\"color: #000000;\">L\u2019\u00e9coute active<\/span><\/p><ul><li><p><span style=\"color: #000000;\">Les 6 attitudes de Porter (test)<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">Les 4 \u00e9tapes de l\u2019\u00e9coute active (\u00e9tude de cas)<\/span><\/p><\/li><\/ul><\/li><li><p><span style=\"color: #000000;\">Les outils de traitement de situations difficiles<\/span><\/p><ul><li><p><span style=\"color: #000000;\">La m\u00e9thode DESC (mise en situation)<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">La m\u00e9thode OSBD (vid\u00e9o + mise en situation)<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">Comment choisir entre ces 2 techniques en fonction de la situation<\/span><\/p><\/li><\/ul><\/li><li><p><span style=\"color: #000000;\">Tirer des enseignements de chaque conflit, d\u00e9finir ses propres axes de progr\u00e8s<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">D\u00e9terminer les mesures \u00e0 prendre maintenant pour \u00e9valuer les risques d\u2019agression verbale<\/span><\/p><\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2092\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2092\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">\u00c0 qui s\u2019adresse cette formation ?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2092\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2092\"><p>Tout salari\u00e9 ayant \u00e0 subir des relations difficiles (coll\u00e8gues, clients, usagers, &#8230;)<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2093\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2093\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Financement de la formation<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2093\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2093\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Formation Faire face \u00e0 l\u2019agressivit\u00e9 S&rsquo;affirmer en tant qu&rsquo;acteur de la pr\u00e9vention Demander un devis Session garantie 1 jours Pr\u00e9sentiel \/ Distanciel Fondamentaux Objectif Programme Pour qui ? Intervenants F.A.Q Les salari\u00e9s sont de plus en plus souvent confront\u00e9s \u00e0 des situations relationnelles difficiles, en interne ou en externe (prospects, clients, usagers\u2026) : agressivit\u00e9, insultes, menaces\u2026 Et, fr\u00e9quemment, ils sont dans l\u2019incapacit\u00e9 de g\u00e9rer ces probl\u00e9matiques, ce qui cause plusieurs pr\u00e9judices \u00e0 l\u2019entreprise et aux salari\u00e9s eux-m\u00eames : du stress, des arr\u00eats de travail, une d\u00e9gradation du climat social de l\u2019entreprise. Objectifs p\u00e9dagogiques Identifier les signes avant-coureurs de l\u2019agressivit\u00e9 afin de g\u00e9rer les agressions verbales et pr\u00e9venir les conflits Reconna\u00eetre les diff\u00e9rents niveaux d\u2019agressivit\u00e9 dans les comportements (d\u00e9codage et \u00e9tude comportementale) pour pouvoir \u00e9valuer la situation et le niveau d\u2019agressivit\u00e9 des interlocuteurs Elaborer la strat\u00e9gie de r\u00e9solution de conflits la plus adapt\u00e9e \u00e0 la situation rencontr\u00e9e Construire sa boite \u00e0 outils pour ma\u00eetriser une personne agressive ou violente Programme de la formation Comprendre l&#8217;\u00e9volution d&#8217;une relation conflictuelle Les signes avant-coureurs Conna\u00eetre les diff\u00e9rentes \u00e9tapes d\u2019une situation de conflit entre 2 personnes Conna\u00eetre les diff\u00e9rentes \u00e9tapes de l\u2019escalade de la violence Comprendre l\u2019impact de son propre comportement dans le cadre d\u2019une situation tendue Rep\u00e9rer les comportements agressifs Savoir rep\u00e9rer les personnes pouvant g\u00e9n\u00e9rer une situation conflictuelle Comprendre le langage des gestes : Les gestes ouverts et les gestes ferm\u00e9s Les autres \u00e9l\u00e9ments r\u00e9v\u00e9lateurs de l\u2019agressivit\u00e9 Les diff\u00e9rents profils rencontr\u00e9s : typologie et notions de compr\u00e9hension D\u00e9terminer le potentiel de danger d\u2019une personne en situation. D\u00e9samorcer les comportements agressifs Identifier les types de strat\u00e9gie permettant de g\u00e9rer une situation conflictuelle L\u2019assertivit\u00e9 et la dynamique de confrontation Adopter une attitude physique rassurante et stable Faire preuve d\u2019empathie S\u2019adapter au style de communication de son interlocuteur La prise de parole et quelques techniques et outils : voix, regard, gestuelle Construire une r\u00e9ponse appropri\u00e9e en cas de provocation orale Transformer l\u2019agression en critique utile et constructive Bien informer son interlocuteur : donner un message clair et simple Sortir des blocages : prendre du recul, g\u00e9rer son stress, am\u00e9liorer ses r\u00e9flexes, n\u00e9gocier et dialoguer Les \u00e9l\u00e9ments de la n\u00e9gociation : identifier le niveau de probl\u00e8me et les hi\u00e9rarchiser Proposer une solution, faire parler son interlocuteur pour limiter le stress G\u00e9rer son stress et ses \u00e9motions Rester ma\u00eetre de soi et ne pas rompre le contact avec son interlocuteur Les techniques physiques anti-stress et les techniques permettant de r\u00e9duire la tension Construire sa bo\u00eete \u00e0 outils et ses plans d&#8217;actions L\u2019\u00e9coute active Les 6 attitudes de Porter (test) Les 4 \u00e9tapes de l\u2019\u00e9coute active (\u00e9tude de cas) Les outils de traitement de situations difficiles La m\u00e9thode DESC (mise en situation) La m\u00e9thode OSBD (vid\u00e9o + mise en situation) Comment choisir entre ces 2 techniques en fonction de la situation Tirer des enseignements de chaque conflit, d\u00e9finir ses propres axes de progr\u00e8s D\u00e9terminer les mesures \u00e0 prendre maintenant pour \u00e9valuer les risques d\u2019agression verbale \u00c0 qui s\u2019adresse cette formation ? Tout salari\u00e9 ayant \u00e0 subir des relations difficiles (coll\u00e8gues, clients, usagers, &#8230;) Financement de la formation<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4222","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4222","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4222"}],"version-history":[{"count":13,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4222\/revisions"}],"predecessor-version":[{"id":4274,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4222\/revisions\/4274"}],"wp:attachment":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4222"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}