{"id":10343,"date":"2022-01-26T14:31:28","date_gmt":"2022-01-26T14:31:28","guid":{"rendered":"https:\/\/www.babylon.fr\/campus\/?p=10343"},"modified":"2024-12-06T11:48:47","modified_gmt":"2024-12-06T11:48:47","slug":"savoir-faire-face-aux-inciviltes","status":"publish","type":"post","link":"https:\/\/www.babylon.fr\/campus\/savoir-faire-face-aux-inciviltes\/","title":{"rendered":"Savoir faire face aux incivilit\u00e9s clients au travail : une n\u00e9cessit\u00e9 !"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Toute relation avec le public peut mener \u00e0 des situations de m\u00e9contentement et des difficult\u00e9s relationnelles peuvent se pr\u00e9senter. Malheureusement des incivilit\u00e9s et des actes de violences sont parfois commis par la client\u00e8le au cours des relations commerciales.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-prise-en-charge-des-contenus-embarqu-s wp-block-embed-prise-en-charge-des-contenus-embarqu-s wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<p class=\"responsive-video-wrap clr\"><iframe title=\"Faire face aux incivilit\u00e9s clients : oui ! Mais comment ? D\u00e9couvrez notre formation !\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/FtevAedWX64?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<\/div><\/figure>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:20px\">Comment r\u00e9agir face aux incivilit\u00e9s ? Comment les g\u00e9rer et les pr\u00e9venir ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Souvent per\u00e7ues comme banales, les incivilit\u00e9s ne sont pourtant pas \u00e0 minimiser. R\u00e9p\u00e9t\u00e9es, elles deviennent des \u00ab stresseurs chroniques \u00bb et peuvent avoir des cons\u00e9quences lourdes tant pour l\u2019entreprise que pour les collaborateurs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Qui n\u2019a jamais assist\u00e9 (ou v\u00e9cu soi-m\u00eame) \u00e0 la r\u00e9action violente d\u2019un client qui doit payer des frais qui lui semblent injustifi\u00e9s, ou dont le dossier n\u2019avance pas ? Une simple interrogation vire parfois subitement au \u00ab clash \u00bb verbal voire m\u00eame physique.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Toute personne en contact avec la client\u00e8le ou avec les usagers d\u2019un service dans le cadre de son activit\u00e9 professionnelle, est concern\u00e9e par le ph\u00e9nom\u00e8ne des incivilit\u00e9s et des violences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00eame si les relations se d\u00e9roulent g\u00e9n\u00e9ralement de fa\u00e7on harmonieuse, il arrive que certains soient injuri\u00e9s, menac\u00e9s et m\u00eame agress\u00e9s physiquement dans l\u2019exercice de leur travail.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:20px\">Mais qu\u2019est-ce que les incivilit\u00e9s ? Et comment faire pour les g\u00e9rer et les pr\u00e9venir ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Babylon.fr a con\u00e7u une formation en ligne, avec une s\u00e9rie de capsules, qui permettent d\u2019aborder successivement les formes que prennent les incivilit\u00e9s avec les clients et les conduites \u00e0 adopter pour d\u00e9samorcer les situations tendues dans le secteur bancaire.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" style=\"font-size:18px\">Objectifs de la formation : faire face aux incivilit\u00e9s clients.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Appr\u00e9hender les situations tendues avec respect et fermet\u00e9, sans agressivit\u00e9.<\/li>\n\n\n\n<li>Gagner en confiance dans les situations tendues et d\u00e9samorcer une situation conflictuelle.<\/li>\n\n\n\n<li>Avoir conscience des enjeux d\u2019image, pour soi, le client, l\u2019entreprise.<\/li>\n\n\n\n<li>Apprendre \u00e0 traiter les situations conflictuelles.<\/li>\n\n\n\n<li>Agir pour pr\u00e9venir le risque d&rsquo;incivilit\u00e9 et d&rsquo;agressivit\u00e9 des clients.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">Pour en savoir plus sur la formation ou vous inscrire, cliquez ici\u00a0:<\/p>\n\n\n\n<div class=\"wp-block-buttons is-nowrap is-layout-flex wp-container-core-buttons-is-layout-8f761849 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background has-text-align-center wp-element-button\" href=\"https:\/\/www.babylon.fr\/campus\/formation\/faire-face-incivilites-clients\/\" style=\"background-color:#3cbcd4\" target=\"_blank\" rel=\"noreferrer noopener\">En savoir plus <\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:31px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"893\" height=\"1017\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/01\/PLAN-incivil_banque.png\" alt=\"\" class=\"wp-image-20450\" style=\"width:679px;height:auto\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/01\/PLAN-incivil_banque.png 893w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/01\/PLAN-incivil_banque-263x300.png 263w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/01\/PLAN-incivil_banque-768x875.png 768w\" sizes=\"(max-width: 893px) 100vw, 893px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:7px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:16px\">Vous pouvez composer la formation de vos collaborateurs en s\u00e9lectionnant les capsules correspondant \u00e0 leurs besoins.<\/p>\n\n\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:18px\">Capsules 1-2-3 : Pr\u00e9sentation du ph\u00e9nom\u00e8ne, pr\u00e9vention et gestion des incivilit\u00e9s clients<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">C01 &#8211; Introduction<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Introduction aux incivilit\u00e9s et aux conduites \u00e0 adopter pour d\u00e9samorcer des situations tendues et potentiellement violentes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C02 &#8211; Les bases de la communication<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comment la communication peut aider \u00e0 g\u00e9rer, voire \u00e0 pr\u00e9venir, les incivilit\u00e9s ?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C03 &#8211; \u00c9valuer la dangerosit\u00e9<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La fa\u00e7on d\u2019intervenir aupr\u00e8s d\u2019un client agressif d\u00e9pend de son niveau de dangerosit\u00e9. Cette capsule pr\u00e9sente des outils pour d\u00e9tecter ce niveau d\u2019agressivit\u00e9 et d\u00e9terminer comment r\u00e9agir.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:18px\">Capsules 4-5-6-7 : Application et mises en situation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Se situer sur l\u2019\u00e9chelle de dangerosit\u00e9, puis posture \u00e0 adopter<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C04 &#8211; Les agressions verbales<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comment r\u00e9agir face \u00e0 un client qui vous agresse verbalement ?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C05 &#8211; Les agressions physiques<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comment appr\u00e9hender des agressions physiques hautement potentielles ou av\u00e9r\u00e9es ?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C06 &#8211; Les agressions t\u00e9l\u00e9phoniques<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comment r\u00e9agir face \u00e0 un client qui vous agresse au t\u00e9l\u00e9phone ?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C07 &#8211; Les agressions num\u00e9riques<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comment r\u00e9agir face \u00e0 l\u2019agressivit\u00e9 et l\u2019incivilit\u00e9 num\u00e9rique (via e-mail et messageries, r\u00e9seaux sociaux, plateformes Web, etc.) ?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" style=\"font-size:18px\">Capsule 8 : Quiz final d\u2019\u00e9valuation (optionnel)<\/h3>\n\n\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:20px\">Accessibilit\u00e9<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Ce parcours de formation est enti\u00e8rement accessible et permet aux personnes vivant avec diff\u00e9rents types de handicaps (visuels, auditifs, moteurs, cognitifs) de le suivre dans des conditions optimales.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.babylon.fr\/campus\/formation\/faire-face-incivilites-clients\/\" style=\"background-color:#3cbcd4\" target=\"_blank\" rel=\"noreferrer noopener\">S&rsquo;inscrire !<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">N\u2019h\u00e9sitez pas \u00e0 nous contacter !<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure style=\"font-size:17px\" class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td>D\u00e9couvrez aussi notre formation <strong>Gestion et pr\u00e9vention des incivilit\u00e9s clients dans les commerces<\/strong>. <br><em>Pour en savoir plus sur la formation ou vous inscrire, cliquez <a href=\"https:\/\/www.babylon.fr\/campus\/formation\/faire-face-aux-incivilites-clients-commerce\/\" target=\"_blank\" rel=\"noreferrer noopener\">ici<\/a>.<\/em><\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Comment r\u00e9agir face aux incivilit\u00e9s clients ? Comment les g\u00e9rer et les pr\u00e9venir ?<\/p>\n","protected":false},"author":1,"featured_media":13661,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[106],"class_list":["post-10343","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites","tag-incivilites","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Savoir faire face aux incivilit\u00e9s et aux agressions - E-learning<\/title>\n<meta name=\"description\" content=\"Les incivilit\u00e9s clients ne sont pas \u00e0 minimiser. 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