Assertiveness Skills (& Dealing With Difficult Situations)
'Assertiveness Helps You To Become More Confident And Better Able To Handle Different, And Sometimes Difficult, Situations'
Who Should Attend?
This course is essential for supervisors, managers, sales executives, secretarial staff, customer service staff, telephone operators, and all who have to deal with different personalities and difficult situations in the workplace - whether with customers or colleagues.
About the Programme
Assertiveness is a communication skill in much the same way that 'negotiating', 'delegating', and other identifiable business skills are. It is a communication skill that enables people to be more confident and develop the appropriate interpersonal skills for dealing with people. The course teaches you how to say the right thing at the right time - especially when interacting with aggressive or difficult people. Assertiveness increases the chance of success in any human transaction.
Course Objectives
- To increase self-esteem and confidence when dealing with difficult situations
- To be able to identify your own behavioural style and that of others
- To learn the difference between aggressive, passive, and assertive behaviours
- To learn a variety of assertiveness techniques
- To improve communication skills and interpersonal skills
- To have the opportunity to practise new behaviours in a safe and supportive environment
What You Will Gain
- Increased self-esteem and confidence in your ability to deal with a variety of situations
- The ability to deal with passive or aggressive people in a positive manner
- An awareness of effective assertiveness techniques
- The communication skills necessary to be more assertive
- An opportunity to practise new behaviours in a safe and supportive environment
Programme Contents
- What Is Assertiveness?
- What It Is Not
- Why We Need It
- Behavioural Styles
- Communicating Effectively
- First Impressions
- Body Language
- Verbal Communication
- Listening Skills
- Assertiveness In Communication
- How To Be Assertive
- Assertiveness Techniques
- Positive Inner Dialogue
- Fogging
- The 'Broken Record' Technique
- Discrepancy Assertion
- Negative Feelings Assertion
- Saying "No" Constructively
- The D.E.S.C. Script (Describe, Explain, Say, Commitment)
- Workable Compromise
- 'Win:Win'
- Choosing Different Techniques To Handle Difficult Situations
- Interactive Role Plays
- Role Plays Will Be Conducted As Part Of This Course
1 Day - Non-Residential
Delegate spaces available on the following course dates: