SVH ERKEND | 98% VAN ONZE STUDENTEN BEVEELT ONS AAN

FOOD | WINE | HOSPITALITY

Dealing with aggression

PROGRAM

Learn to deal effectively with inappropriate behaviour and aggression

Wil je jouw medewerkers goed voorbereiden op situaties met ongewenst gedrag of agressie?
This training helps to respond appropriately, de-escalate conflicts, and increase workplace safety. Whether it involves verbal intimidation, physical confrontations, or emotional tension, the right knowledge and skills will ensure employees remain calm and act professionally.

Why follow this course?

In hospitality, health care and the service industry, inappropriate behaviour and aggression occur more often than you might think. Well-prepared staff can make the difference between escalation and ease.

During this training, participants will learn:

  • Recognising inappropriate behaviour and aggression at an early stage;
  • Setting boundaries and communicating professionally;
  • Applying de-escalation techniques in difficult situations;
  • Maintaining calm and safety, for you and for the guest/customer. Result: increased self-confidence, safety and a pleasant working atmosphere for everyone.

For whom?

What do you learn during the training sessions? Topics covered include:

  • The training is practical, interactive and focused on your own work environment.
  • Awareness and recognition of aggressive behaviour.
  • Effective communication (verbal and non-verbal)
  • De-escalation techniques
  • Exercises with practical examples and role play


Our experienced trainers provide a safe learning environment in which participants practice actively and receive feedback.

Benefits

FREQUENTLY ASKED QUESTIONS

Which level is most suitable for me?

The demand for education is increasing rapidly as people seek more knowledge. In addition to our practical training courses, we use modern digital learning methods such as E-learning, Game-learning and Mobile learning.
Below is an overview of the different knowledge levels:
– Level 1 (Basic)
– Level 2 (Intermediate)
– Level 3 (Advanced)
– Level 4 (Expert)

What does E-learning | Game learning involve?

Game learning, that’s learning through entertainment. By offering information and/or skills in game form, we make learning, discovering and experiencing fun. You stay motivated and the knowledge you gain sticks better and is available in your own time. The E-learning│Game Learning contains a unique learning method. The program is built on knowledge, insight and application. It can, therefore, be quite challenging to answer the questions. We do strongly recommend that you first go through the lessons thoroughly before answering the questions.

What is the difference between SVH, SDEN and WSET?

SVH, SDEN and WSET are not training courses but exam levels from three independent organisations. To obtain the right diploma, you must find a recognised trainer who meets your requirements. Because WSET is the largest organisation for wine education worldwide, it is often mistakenly seen as an internationally recognised training. In terms of content, the training lags behind SVH and SDEN, which both have industry recognition and international appeal.

Theoretical and experimental frameworks.
Theoretical and experimental frameworks apply to both SVH and SDEN exams. For SVH exams, a plus applies, meaning extra content on practical applicability. This additional content relates to everything a hospitality employee needs to know about giving good advice to guests and hobbyists at home about wine and food.

I'm Taking a Training Course, Do I Have to Take an Exam?

No, that’s not mandatory! But… a successful course/training or education should be crowned with a meaningful diploma, the irrefutable proof that you have a certain level of knowledge. Under the exams section in the main menu, you’ll find the various dates for the official SVH exam. For more information about exams, also see SVH.nl

Theoretical and experimental frameworks.
Theoretical and experimental frameworks apply to both the SVH and SDEN exams. A plus applies to the SVH exams, which means extra content on practical applicability. This additional content covers everything an hospitality employee needs to know about giving good advice to the guests and hobbyist at home about wine and food.

I'm an entrepreneur. Are the costs for training tax deductible?

Check the current rules regarding deduction of study costs at www.belastingdienst.nl

I'm an employee. Are the costs for training tax deductible?

Study costs are tax-deductible, but there are some conditions attached. The main conditions are:
1) The study costs you incur must be related to earning your income.
2) You can acquire a better position within the company where you work with this wine study.
Check the current rules regarding deduction of study costs at www.belastingdienst.nl

I have a complaint. What should I do?

Do you have a complaint?
If you have a complaint about our services, please submit it to the management of WTOL Academy BV. We’re delighted to resolve your complaint to your satisfaction. Please look into our terms and conditions
Description of your complaint
Clearly state in the letter or email what the complaint is and/or why you are not satisfied with the solution. Always include your personal details and account number. You can send your letter to: Click here
Response within 6 weeks
The management of WTOL Academy BV strives to respond in writing as quickly as possible. You will receive a response within 6 weeks at the latest.
Disagree with management’s response
Do you disagree with the management’s response? Then you can turn to the court. In certain cases you can turn to the disputes committee.
Binding decision
The decision of the Disputes Committee is binding for both you and WTOL Academy BV. The Disputes Committee charges fees for handling a dispute. For more information, please contact the Disputes Committee.

My question hasn't been answered. What can I do?

Leave your details here and we’ll contact you within one business day.
You can also contact us directly. We are available by phone on weekdays between 9:00 AM and 5:00 PM. We’re happy to help you.

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