Assertiveness Skills & Dealing with Difficult Situation

Course Details


Session: 1 Days

Hours: 8 Hours /Day

Mode: Face to Face / online

United Arab Emirates

Assertiveness Skills & Dealing with Difficult Situation

This one-day programme provides the necessary knowledge and skills to become more assertive when dealing with people in a variety of different challenging situations.
Key Learning Points:
  • Recognise what makes effective communication
  • Know the difference between assertive, aggressive and passive behaviours
  • Understand and practice the difference steps to assertive behaviour
  • Deal more confidently and effectively with difficult situations at work


Who should attend?
All employee who deals with external and/or internal stakeholders that is prone to different challenging situations.

Course Outlines

The Communication Process
  • Verbal and non-verbal behaviour
  • Actively listening – not just hearing
  • The importance of assertive body language

Behavioural 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

Assertiveness Techniques
  • The ‘broken record’ technique and the ‘fogging’ technique
  • The different steps to assertive behaviour
  • Taking control through positive body language
  • How to say ‘no’ and still attain compromise

Persuading and Influencing Others
  • Using assertiveness to influence others
  • Influencing techniques

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
Training Method

The training will be conducted in a friendly, inclusive and fun atmosphere, which is conducive for different learning styles, but respects each attendee as an individual and ensures each one is challenged and ensures each individual is challenged and achieve maximum benefit from the course. Our goal is that attendees will be highly engaged and encouraged to be participative.

Book your place

Assertiveness Skills & Dealing with Difficult Situation