This important workshop helps build the skills you need to deal with challenging people and situations in the workplace. 

This important workshop helps build the skills you need to deal with challenging people and situations in the workplace.

You will discover techniques and strategies to achieve this through group discussion and interactive exercises. You will work on two case studies related to situations from your workplace to better understand the people involved. You will receive feedback from your trainer and other participants on what you can do to create more positive results for yourself and others. 

Who should attend?

Any individual who wants to learn how to communicate with confidence and build strong, amicable relationships with others.

Benefits

  • Understand others’ motivations better
  • Feel more comfortable in dealing with challenging situations at work
  • Handle criticism in a more confident way

Learning Objectives

  • Identify the differences between aggressive, assertive and passive behaviour
  • Explore ways to influence people, especially when raising issues
  • Discover methods to deal with criticism effectively

Course Outline

Introduction and Overview

  • What is assertiveness?
  • How assertive are you? 
  • What makes us passive or aggressive? 

Examining Wants and Needs

  • Underlying reasons for conflict
  • Analysing wants and needs - generating options
  • A difficult situation from your workplace

Influencing

  • Understanding the nature of communication  
  • Using visual, vocal and verbal communication
  • Giving negative feedback in an assertive way

Neutralising

  • Controlling your emotions
  • Dealing with criticism 

Achieving Win-win

  • Dealing with negative feedback
  • A difficult situation from your workplace

Course Information

Length: 1 day

Maximum group size: 16