An employee has just been spit at
Now what?
Trainings for the leisure industry
Guests, visitors, etc. have selected your organisation. They have expectations and are sometimes disappointed. One person may express that more strongly than another, which can cause you great trouble as an employee. However, escapist behaviour is not an option. Even if you are being sworn at, you have to remain in your role and ensure that you get to the bottom of the problem. By applying our principles, the guest will feel that they have been listened to and you will also be clear that swearing is unacceptable. You will establish your boundaries and the difficult behaviour will stop.
General training goal
The employee will be in a position to recognise signals and will approach or address the guest or visitor directly. He or she will be able to sympathise and understand the irritation or sympathy. Furthermore, the employee will be able to name the behaviour and its effect in a respectful manner. The guest or visitor will realise that attention is being given to the problem. Since cooperation has been requested or boundaries have been set, they will also realise that the employee would like to help them further.
Trainings
- Aggression and hospitality training
- Conflict management
- Robbery prevention and response
- Attention and care
- Emergency training
- Aggression Intervention
- Aggression on the telephone
- Public Order Team*
*Upon consultation. According to positions, location, and objective.
Training duration
- 1 part of the day up to 4 hours or
- 2 parts of the day up to 4 hours or
- 4 parts of the day up to 4 hours