Overview

This one-day programme provides the knowledge and skills to become more assertive when dealing with other people in a variety of different situations.

Training objectives

As a result of this course, participants will be able to:

• Recognise what makes effective communication
• Know the difference between assertive, aggressive and passive behaviours
• Understand and practice the three steps to assertive behaviour
• Deal more confidently and effectively with difficult situations at work

Audience

All front-line staff who deal with external and/or internal customers.

Format

This thoroughly practical one-day course uses a mixture of formal tutor inputs, practical exercises and tutor-facilitated discussion. The style is very positive, upbeat and motivational.

The expert trainer

To be announced.

Course outline

1. The communication process
   • Verbal and non-verbal behaviour
   • Actively listening – not just hearing
   • The importance of assertive body language
2. Behaviour styles
   • Definition of assertive behaviour and the benefits it offers
   • Distinguishing between assertive, aggressive and passive behaviours
   • Recognising your own behavioural patterns
   • Analysing your strengths and weaknesses when dealing with other people
3. Assertiveness techniques
   • The ‘broken record’ technique and the ‘fogging’ technique
   • Three steps to assertive behaviour
   • Taking control through positive body language
   • How to say ‘no’ and still attain compromise
4. Persuading and influencing others
   • Using assertiveness to influence others
   • Influencing techniques
5. Handling difficult situations
   • Dealing with barriers to assertiveness
   • Recognising how to create win-win situations
   • Techniques for dealing with conflict
   • How to give constructive feedback