Welcome         Tel:  Fax:   0844 33 505 87 0207 806 8355       Assertiveness and Handling Difficult Situations - develop your confidence and self esteem to manage difficult situations Customer Rating:  read customer comments Duration: 1 Day Cost: £395 + VAT Discounts: 10% for Government Departments, Offices and Agencies Date Availability: Dates Location Status 07/04/2011 London Spaces 12/10/2011 London Spaces Overview A one day course for people who wish to move from a passive, manipulative, or aggressive communication style to communicating more assertively with others, openly and honestly in a spirit of co-operation. Course aims Remaining in control of our communication style is a great asset in working life. By examining our ‘stock responses’ in emotionally charged situations this course develops stronger, more effective strategies for dealing with other people. Delegates will leave the course equipped with specific skills to enable them to handle any communication challenge with confidence and competence. Who should attend? Anyone looking to develop a fresh approach to solving problems at work. What you will gain Learn to distinguish between assertive and non-assertive behaviours, and move from passive or aggressive behaviour to positive assertion. Learn active listening and questioning skills, and how to apply a range of assertiveness techniques when dealing with difficult people and situations. Leave the course room knowing how to contribute more effectively at work, and establish and maintain effective working relationships. Course objectives By the end of the course you will:- Learn to distinguish between assertive and non-assertive behaviours. Move from passive, manipulative or aggressive behaviour to positive assertion. Learn active listening and questioning skills. Understand a range of assertiveness techniques when handling conflict with individuals or teams. Know how to contribute more effectively at work. Appreciate how to establish and maintain effective working relationships. Pre-course work Prior to attending the course you will be asked to complete an assertiveness questionnaire. Your course tutor will then help you analyse this during the training. What delegates have said about this course “An absolutely excellent course.” - RW (Communities and Local Government) “I have learnt so much, thank you for a great day” - TL (Cabinet Office) “Excellent presentation. I would highly recommend” - SB (Defra)