|In-House Course Only|
|This course can be tailored for your organisation for up to 12 people at a location of your choice, on a date of your choice. Call us on 0845 130 5714 or click the make enquiry button below.|
What is this course about?
Whatever job we do, we usually have to work with others. Getting the job done and having a happy working environment can make all the difference to the quality of life and the business. This course is designed to encourage assertiveness to come naturally and build courage and confidence in the individual.
This course is designed to establish good practice for the good of all. It emphasises building confidence; giving a good impression to others and protecting oneself.
Who would benefit?
Anyone who works with others and is either passive or aggressive in their interpersonal dealings.
By the end of this course, those attending will be able to:
- Identify the best approach to use when voicing ideas and opinions to colleagues and senior managers
- Forge more productive working relationships and avoid offending or alienating others by applying best interpersonal skills
- Use an enhanced sense of self-value to respond in a constructive and positive manner
- Present a positive image of the organisation when dealing with the outside world
Key topics covered
1. Styles of communication
- Differentiating between assertive, aggressive, passive, submissive or accommodating behaviour
- Assertiveness, confidence, courage and faith
- The relationship between competence and confidence
- The characteristics that underpin effective behaviour
- Personal assessment
- Your behaviour style
- The reasons behind behaviour - the understandable and the impenetrable
- Rights - useful concepts and otherwise (the 'should' syndrome)
- How behaviour affects the productivity of others
- The cultural, gender and psychological processes that influence behaviour
2. Self acceptance and perceived position in different situations
- Dealing with colleagues, customers, clients, managers and friends
- Confidence levels when dealing with colleagues and managers
- Reactive and responsive judgements
- The relationship between self-confidence and perception others have of individuals' abilities
3. Persuasive communication
- Communicating in a positive manner with colleagues, seniors, clients and friends
- The barriers to effective communication
- How to say 'no' without causing offence or feeling guilty
- Using body language to help emphasise messages
- The importance of eye contact and facial expression
- Using the voice to advantage
4. Dealing with Difficult Situations
Recognising and overcoming situations that are potentially difficult:
- dealing with anger
- disagreeing with others
- dealing with criticism
- dealing with people who won't listen
- dealing with put downs
- dealing with a passive 'response'
- making and refusing requests
5. Action plan
- Reviewing techniques and selecting what's suitable
- Implement plans
- Awareness through to results
5. Interviewing Practical
6. Course summary and close
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As well as assertiveness training GA also deliver an extensive range of customer service training options.