Spearhead Training > Personal Development > Assertiveness Skills (& Dealing With Difficult Situations)

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 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 handling people. The course teaches you how to say the right thing at the right time - especially when dealing 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
• Culture And Gender Inhibitions
  • Why It Is Not Easy
• Two-Way Communication
  • Listening
  • Your Voice
  • Body Language
• How To Be Assertive
  • The Three Step Process
• Assertiveness Techniques
  • Positive Inner Dialogue
  • Fogging
  • The "Broken Record" Technique
  • Discrepancy Assertion
  • Negative Feelings Assertion
  • Saying “No”
  • Workable Compromise
  • "Win:Win"
• Using Different Techniques To Handle Difficult Customers
• 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:

Date: 30th November, 2008
Location: Dubai
Brochure Price: Dhs 1580.00
Online Price: Dhs 1,501.00 (Save 5% Online)

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals and that will also be an important tool for management reference.

Total investment includes - Training Materials, Lunch & Refreshments.