Dealing with verbal aggression: the power of the ABCD method

A targeted training course on “Dealing with verbal aggression” helps employees to respond confidently and professionally. During the training courses provided by Wilgh, the ABCD method is used, a practical and easy-to-apply model that offers guidance in difficult conversations.

What is the ABCD method?

The ABCD method is a communication tool that guides employees step by step in dealing with verbal aggression. The model helps them to remain calm, maintain an overview and respond constructively.

The letters stand for:

A – Give attention 
Listen actively to the other person and acknowledge their emotions without rewarding the aggression. Often, simply naming the emotion can relieve the initial tension.
B – Set boundaries 
Set clear and respectful boundaries. Make it clear what behaviour is unacceptable and what the conditions are for a good conversation. This prevents the situation from escalating.
C – Indicate consequences 
Indicate what will happen if the transgressive behaviour continues. Consequences must always be realistic, feasible and proportionate.
D – Follow through 
If the aggression does not stop, actually carry out the announced consequence. This provides clarity and shows that boundaries are not optional.

Why does this approach work?

The ABCD method combines empathy with clarity. Where many people tend to either appease or confront, this model offers a middle ground: respectful, professional and effective. It ensures that employees remain in control, while de-escalation remains paramount.

What do participants learn in the training?

In our training course “Dealing with verbal aggression”, participants experience the ABCD methodology in practice. We work with role-plays and realistic case studies. The training focuses on:

Recognising different forms of verbal aggression
Using the right communication skills
Practising setting boundaries without damaging the relationship
Remaining confident and calm under pressure
Applying the ABCD methodology in a variety of situations

The result is that employees are better prepared for challenging interactions and experience more peace of mind and confidence in their work.

Would you like more information or to book a training course? Visit our website: Course on Dealing with Aggression - Wilgh