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 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