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Training Course Summary:

This course has been specifically designed to enable individuals to spot assertive, non-assertive and aggressive behaviour. Delegates will be able to practise assertive approaches to manage the varying difficult situations they face. The scenarios mirror real-life situations and, in a low risk environment, group discussion and skills practice will introduce delegates to difficult, defensive or negative people who, in various ways, cause problems and conflict. With expert guidance and individual support, delegates will learn and implement proven techniques to deal with these types of people and the situations effectively and assertively.

By the end of this course you will be able to:

Understand why and how conflict arises and how to identify silent conflict.
Recognise the non-verbal and verbal attributes of assertiveness and the benefits of its application in the workplace.
Develop a management style which is productive, positive and direct rather than aggressive or submissive.
Be assertive and confident in situations which involve teams, conflict and confrontation.
Adopt a constructive and influential behaviour style in the face of negative attitudes and aggression or when addressing poor performance.
Recognise the rights and values of others and communicate your views and ideas in a direct and effective manner.

Who Should Attend:

Suitable for managers, team leaders and experienced supervisors who need time and space to examine, learn and practise the positive and assertive techniques for working with others and handling difficult and sensitive situations. Individuals who aspire to build and develop more productive working relationships to improve workplace performance.

Training Course Overview/Content:

Defining Assertiveness

Defining assertive, aggressive and submissive behaviour
The essence of assertiveness
The value of assertiveness in the workplace
Building Productive Relationships

Understanding yourself and others
The dynamics of interpersonal relationships
Making positive changes in your interpersonal style
Increasing Impact and Presence

Verbal aspects of behaviour
Adopting assertive body language
Developing your skills when giving and receiving feedback
Practising active listening skills
Effective questioning techniques
Dealing with Aggression and Conflict from Others

How to deal successfully with aggressive behaviour
Dealing with a negative team member or poor performance
Disciplining a team member
Handling conflict, confrontation and aggression
Handling personal attacks
Dealing with sensitive issues confidently
Persuasive and Assertive Communication

Planning your behaviour - the three steps to assertive behaviour
Empathy, discrepancy, consequence and responsive assertion techniques
Presenting your point of view - helping others shape and develop their ideas
Personal Development

Being aware of the image you project
Presenting a positive image to your colleagues through your behaviour
Dealing with sensitive issues confidently
Building Productive Relationships

Giving your Line Manager feedback on your working relationship
Winning round negative people within your own team or other departments
Being seen to be approachable - using key words, phrases and body language to optimum effect
Dealing with criticism confidently and assertively
Action Planning

Creating a personal action plan