Assertiveness Skills & Dealing with Difficult Situation
Course Details
Session: 1 Days
Hours: 8 Hours /Day
Mode: Face to Face / online
Where
Dubai
United Arab Emirates
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 BTC Course Tutor will take each delegate through a step-by-step process of this course. This will be facilitated through a highly interactive, enjoyable one day course involving lectures, different exercises, role-plays, discussions and extensive course reference notes. Delegates will be expected to create a personal development plan to execute the learnings from this course.
Book your place
Assertiveness Skills & Dealing with Difficult Situation