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: 27th October, 2008
Location: Qatar
Brochure Price: Dhs 1580.00
Online Price: Dhs 1,501.00 (Save 5% Online)

Date: 6th 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.

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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"

Assertiveness Skills (& Dealing With Difficult Situations)
"Assertiveness Helps You To Become More Confident And Better Able To Handle Different, And Sometimes Difficult, Situations"