« Chacun a pu s'exprimer et échanger. Toujours intéressant de parler et d'ouvrir un dialogue sur la posture à adopter. »
Enedis
Salarié
Formation gestion des incivilités clients au travail
Cette formation apprend à vos équipes à mieux gérer les tensions et conflits qui pourraient éclater avec les clients ou le public.
Request a quote (reply within 24h)
Over 1,500 organisations trust us with their prevention programmes.
Practical information
Flexible delivery options to meet your strategic goals
Target audience
Salariés en contact avec des clients ou du public
Speaker profiles
Formateur en communication interpersonnelle · Médiateur · Psychologue du travail
Every workshop can be tailored to your context and your challenges. Quote on request.
Introduction 
A hands-on session, designed for your teams
Our workshops start from your employees' day-to-day: the movements, the postures and the situations they actually face.
Each session alternates short inputs with practice, so everyone leaves with reflexes they can use the next day.
The content adapts to your industry, your scheduling constraints and the group's level — we agree on it together beforehand.
Testimonials
What participants say
We collect feedback from participants on every workshop and review it carefully, as part of a continuous-improvement approach.
« Qualité et professionnalisme de l'intervenante, outils apportés pour gérer la relation client. De très bon conseils sur la gestion de mes émotions vis à vis du client. »
Quadient
Salariée
« Nous en apprenons beaucoup sur nos réactions. La formatrice est directe et claire. »
Total
Salarié
Certified process and OPCO funding
Our Qualiopi certification attests to the quality of our processes and opens the way to funding by your OPCO under the skills development plan.
FAQ
Questions about this session?
How long does it take to organise a session?+−
A quote within 24h, and delivery within 10 working days once the quote is signed.
Can the content be tailored to our industry?+−
Yes, on quote: our instructional design team adapts the case studies to your trades and your risks.
Can the training be funded?+−
Our Qualiopi certification opens the way to funding by your OPCO under the skills development plan.
Can the session run across several sites?+−
Yes. Our speakers are sourced locally, everywhere in France, with no travel costs.
How do we track attendance?+−
Your Goalmap dashboard centralises sign-ups, attendance and satisfaction feedback.
What happens if we cancel?+−
Tell us at least 10 working days before the date and the session is rescheduled at no cost.
1,500
companies supported
15,000
sessions delivered
4,6/5
Average satisfaction score
700,000
employees reached
1,000
speakers mobilised
Client story
They trust us
Logo
Saint-Gobain
40 000 collaborateurs du groupe en France, répartis sur 2200 sites · Construction and civil engineering
Saint-Gobain : sensibiliser les salariés à la santé-sécurité grâce au programme #jeprendssoindemoi
La santé et la sécurité des collaborateurs constituent un axe majeur de la politique RH du groupe Saint-Gobain. Dans le cadre de leur programme #jeprendssoindemoi, Saint-Gobain souhaitait déployer des actions de prévention capables de toucher des équipes variées. L'objectif : prévenir les risques professionnels (TMS, RPS, maladies chroniques) et diffuser une véritable culture de prévention santé à grande échelle, au plus près des des collaborateurs.
Read the full client storyHow it works
A simple, effective journey
1
Needs analysis
We look at your needs and constraints together: employee profiles, logistics, budget.
2
Setting up the sessions
We recommend the best-suited activities and formats, and pick the right speakers for you.
3
Client dashboard access
We give you a dashboard to engage your employees, communicate and steer your programme.
4
Programme review
We measure your employees' satisfaction and present a review of the initiatives.
Why Goalmap?
Why 1,500 companies trust us with their prevention programme
The richest catalogue of prevention activities
The most complete catalogue of health prevention activities in France, to support you over time on every topic.
- Multi-theme workshops for all your challenges
- Varied formats that fit your constraints
- Content you can tailor in substance and in form
- A single point of contact for your programme
Modern, rigorous instructional design
A participatory approach built on scientifically validated practices, designed to embed skills at work for the long run.
- A multi-level approach (employees, managers, HR…)
- Interactive learning units
- Learning centred on the key skills
- Available in every format
Hand-picked speakers, everywhere in France
A solid network of over 1,000 qualified experts, carefully selected and ready to work on your sites across the country.
- Osteopaths, ergonomists, psychologists, occupational doctors, etc.
- A demanding recruitment process
- A « train the trainers » approach
- Quantitative follow-up of the results achieved
One platform to steer your whole programme
A single dashboard to manage your health, safety and wellbeing actions, track attendance and measure your results.
- Multi-level management by site, region or group
- Sign-up and invitations for your employees
- Central access to teaching and administrative documents
- Quantitative follow-up of employee and speaker feedback
Companion e-learning module
Extend the session with an online module
Every workshop can be paired with a short e-learning module, available from your Goalmap dashboard. Employees revisit the key points at their own pace, on desktop or mobile, without booking another slot. It is also how you reach those who could not attend the session.
Module preview
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Useful resources
Go further with our guide
The workplace prevention guide
The workplace prevention guide
An overview of the obligations, the levers and the delivery formats needed to build a prevention programme that lasts. Written by our instructional design team, from what we see in the field across our 1,500 clients.
Gestion des conflits au travail : les étapes de résolution d’un conflit
Les conflits désorganisent le travail d’une équipe et font naître des tensions et des risques psychosociaux. Apprendre à gérer les conflits au travail, c’est savoir désamorcer une situation délicate pour restaurer un climat sain et des échanges apaisés.
8 clés pour renforcer la résilience de son entreprise
Qu’est-ce que la résilience et d’où vient ce concept ? Comment renforcer la résilience organisationnelle ? Nous vous livrons 8 clés tirées de paroles d’experts de la QVT.
Take action
Ready to act on prevention?
Tell us what you need: we come back to you with a proposal that fits your constraints.
Request a quote
Get a quote for your prevention programme within 24h, turnkey
EN : Gérer les incivilités et l'agressivité des clients et usagers 4.4/5
(290 reviews)
Quote within 24h · Delivery within 10 working days · Turnkey service