ASSERTIVENESS SKILLS

COURSE OBJECTIVES

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 style that is productive, positive and direct rather than aggressive or submissive.
Be assertive and have self confidence in situations that 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.
Give and receive feedback in a constructive and positive way.
Develop assertiveness techniques by practising ways in which difficult situations and people can be handled effectively and with confidence.

COURSE DESIGNED FOR

Members of an organisation, regardless of role or function who need time and space to examine and learn how to be assertive and practice positive and assertive techniques for working with others effectively; anyone who would like to further develop their confidence.

COURSE DURATION

One Day

MAXIMUM NUMBER OF DELEGATES

Eight

IN HOUSE DELIVERY OPTION

Yes

COURSE CONTENTS

This assertiveness skills training course will deliver the following:

Defining Assertiveness ~

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

Achieving More Productive Relationships ~

Understanding yourself and others
The dynamics of interpersonal relationships
Why rights are important to assertiveness
Identifying and overcoming flawed thinking processes

Persuasive and Assertive Communication ~

Verbal aspects of behaviour
Adopting assertive body language and exuding confidence
Developing your communication skills when giving and receiving feedback
Practising active listening
Effective questioning techniques

Assertive and Influencing Techniques ~

Planning your behaviour - the three steps to assertive behaviour
Empathy, discrepancy, consequence and responsive assertion techniques
Escalating your assertiveness level

Assertiveness Toolkit ~

During the assertiveness training delegates will learn how to be assertive and boost self-confidence and will role-play situations appropriate to their current development needs. The following scenarios illustrate the typical areas covered:

Disciplining a team member
Dealing with a negative team member or poor performance
Handling conflict, confrontation and aggression with assertion
Saying 'no' to unreasonable/unrealistic demands
Dealing with anger and bullying
Setting objectives
Agreeing deadlines with others
Telling others what you want - asking for things with self-confidence
Expressing opinions effectively - getting people to listen
Giving your boss feedback on your working relationship
Communicating with senior people
Dealing with sensitive issues

Your On-going Assertiveness Development ~

Review the assertiveness training
Establishing your goals
Develop a plan of action for implementation on your return to work