The Atlas front desk. Photo Resource Receptionists and facilities staff increasingly face disrespect, aggressive and sometimes threatening behaviour. ‘This behaviour ranges from verbal abuse and intimidation to reports of stalking’, says Yvette van Veldhuizen of Facilities and Services. Hence, training in Dealing with aggression and violence is now being offered.
The idea for the training emerged after several incidents, and the general conclusion is that both students and employees, as well as other visitors to the campus, are becoming more outspoken, Van Veldhuizen states. ‘Being a little outspoken is fine, but sometimes people are outright rude and disrespectful. For example, someone who got angry because he could not find a parking spot on the campus and became aggressive towards the front desk staff. The receptionist was not to blame but is somehow perceived as the one responsible.’
Gatekeepers
And there are other examples. ‘Buildings with tourniquets see difficult situations arise when visitors who need a visitor’s pass become impatient. Or: Children are not permitted entry or only under adult supervision. Employees are not always aware of this rule and invite their children to visit their workplace. When a child is refused entry, the employee becomes very angry at the receptionists, who are merely enforcing regulations others have designed.’ Facilities staff also increasingly face short tempers. ‘When something is broken, and our staff comes to repair it, people are often impatient. They basically expect everything to be fixed within seconds. That is not always possible, but colleagues are faced with these demands.’
Protests have also contributed to employees feeling unsafe in the past few years, Van Veldhuizen states. ‘One moment, all is fine, and the next, a large group of protestors with their faces covered and bullhorns try to breach the building or lecture hall. And there you are, alone. Several employees have been filmed, and their faces posted on social media; some were even accosted by random strangers in Wageningen on their time off and called fascists and whatnot. It is becoming personal, which is intense.’
Training
Thus, Facilities and Services has offered training in Dealing with aggression and violence since the start of 2025. Van Veldhuizen says the first six sessions have already taken place. ‘Participants report that it helps them to discuss their reality with each other. This fosters an increased understanding.’ The training includes role-playing with an actor to reenact particular real-life situations, which were provided by the participants themselves. ‘The actor reenacts these situations, and employees can practice how to deal with aggressive persons.’ The training also focuses on the emotional impact. ‘Everyone experiences difficult situations differently. One person may become angry if someone misbehaves, while another may become fearful. How can you stop yourself from becoming stuck with such feelings and taking them home with you? That, too, is addressed.’
Van Veldhuisen explains that the intent is for every receptionist and facilities employee to follow the training. ‘Several people responded to a message on the intranet, including those working at other departments who say this would be useful for them. The issue is widespread.’
