Effective communication is crucial for success in business, but technology can hinder building relationships. This course helps staff and managers avoid appearing aggressive or submissive, recognise triggers for difficult behaviour in themselves and others, and respond professionally.
Aim
Delegates are given tools and techniques for dealing assertively and constructively with difficult behaviours in the workplace, leading to more positive outcomes. Essentially it is a course few can afford to miss if they value building better, more productive relationships in work and life.
Objectives
By the end of the programme you will know how to:
- Communicate in a way that promotes personal self-confidence
- Present a professional and positive image in written and spoken communications
- Make your point of view in a way that is heard and respected
- Make requests and achieve workable longer lasting results with people
- Handle conflict, disagreement and aggression in a way that resolves problems and maintains the integrity of both parties
- Manage difficult conversations
- Develop an ongoing personal plan for your continued effectiveness
Content
- Understanding the barriers to effective communication
- Verbal and non-verbal communication – getting the right balance
- Using Email professionally and appropriately
- Understanding the difference between Aggressive, Passive and Assertive behaviours
- How to choose a professional response and avoid your emotional instincts
- Listening to really understand and create relationships
- Six useful assertive communication techniques and how and when to apply
- Dealing with difficult behaviour and situations with confidence
- Recognising and resolving destructive conflict
Please Note: A minimum of four delegates is required to run this course. Should bookings not reach the minimum number this course may be rescheduled.
Conrad Potts
