| ASSERTIVENESS SKILLS |
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| Course Aim |
| Assertiveness training to enable delegates to deal with internal and external customers in a professional, confident and assertive manner, by avoiding conflict, manipulation and defensiveness. These skills can be used effectively in both the workplace and personal life. |
| Course Objectives |
| By the end of this course delegates will be able to: |
| • Describe the role of assertiveness |
| • Explain the differences between Assertive, Aggressive and Submissive communication |
| • Avoid being manipulated by others |
| • Turn all criticism into a gift by reducing defensiveness |
| • Understand the key components of self-confidence |
| • Increase their confidence both vocally and physically using assertion |
| • List specific actions they can take in each area to establish and maintain self-confidence |
| Content |
| Course content includes: |
| • The Role of Assertiveness |
| • Defining assertiveness |
| • Aggressive, Assertive and Submissive Behaviour |
| • Benefits of being assertive |
| • Being assertive in the right situations |
| • Understanding different levels of assertiveness |
| • The six elements of assertiveness |
| • Listening, understanding, saying what you think and feel |
| • Being specific, staying relevant |
| • Positive outcome |
| • Barriers to assertiveness |
| • Recognising and dealing with fear |
| • Assertiveness techniques |
| • Persuasion skills and coping with criticism |
| • Self Confidence |
| • Self Talk and Confidence |
| • Increasing Vocal Self Confidence |
| • Increasing Physical Self Confidence |
| • Practical Tips to Build Confidence |
| • Action |
| • What have you learned? Applying learning to your own situation |
| • Planning for realistic change |
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| How the course works |
| Delegates are given a full understanding of the difference between aggressive, assertive and submissive behaviour, and the benefits of being assertive. |
| Over the period of the course, delegates will use a number of techniques that will assist them in 'pushing back' in a professional manner, which in turn will earn them greater respect and increased confidence. |
