A one-day interactive workshop programme designed to give staff the skills to deal with people in a positive way by telephone and face to face.

Objectives

As a result of attending the course participants will be able to:

• Differentiate between assertiveness and other types of behaviour
• Handle difficult situations and people effectively
• Practice using assertive behaviour
• Learn to say ‘no’ but still be effective   

Course Content

• Introduction to Assertiveness
• What it is and is not
• Establishing our existing levels of assertiveness

Interpersonal Communication

• The barriers to effective communication
• Body language to set the scene and facilitate persuasion
• Using positive language and tone of voice
• Effective listening for different situations

Developing & Using Assertive Behaviour

• Assertive, indirectly aggressive, aggressive and passive behaviour
• Using the techniques to stay cool and rational under pressure
• Diffusing situations effectively
• Understanding the other person’s point of view
• Ownership of problems and complaints
• How to deal with threats and bad language

Using the telephone to handle internal customers

• Knowing the welcome
• Questioning techniques
• Giving information in the matching way
• Summarising the conversation

Face to Face Skills

• Relate effectively to other people and be prepared for negative attitudes
• Anticipate and handle with confidence and authority awkward situations
• Saying ‘no’ without feeling guilty

Training Methods

All training will be on an interactive basis to establish individuals’ needs and every element will be supported by related exercises. A comprehensive workbook is used that can be reference for future use.

Duration and Attendees

A one-day course with an ideal maximum number of twelve people.