public sector and charities
please enquire Call Joseph Scott
0845 6580654
Course Overview - 2 days
The ability to ask for what we want briefly, directly and courteously; the ability to say “no” without offence; the ability tonegotiate as equals; all these are key to developing assertion skills.
Learn the difference between Assertion and Aggression
Ask directly for what you want
Say “No” and mean it, or negotiate a realistic alternative
Learn to manage conflict
Reach workable consensus with others
Q. Who will the Course Benefit?
All who wish to add the techniques of assertive behaviour to their existing communication skills. Anyone who currently feels their behaviour too easily slips into Submissiveness or Aggression
Q. What skills will the participtants gain?
Participants will learn how to:
Explain the key differences between Assertive behaviours and the alternatives
Make direct, assertive requests which are fair, reasonable and respect the rights of others
Say “No” in the appropriate context, or negotiate mutually acceptable alternative outcomes
Make a complaint focussed on resolving the problem rather than apportioning blame
Give and receive criticism assertively, without defensiveness or aggression
Navigate conflict situations to achieve mutual consensus
Ensure their non-verbal behaviours (body language) match their assertive linguistic skills
Q. What are the course objectives?
To introduce the Assertiveness skillset. To give participants a set of Assertive “recipes” for a range of situations. To give them practice in applying assertive skills.
Improve Customer Service
