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Assertiveness and dealing with difficult situations

This course covers the main concepts underlying assertiveness and techniques which can be used when dealing with difficult situations to achieve a satisfactory outcome for all parties.

Who should attend
All staff working within teams and with clients.

What they will learn
1. The benefits of assertive behaviour.
2. Practical techniques that will help on a day to day basis.
3. Dealing with difficult situations.
4. Achieving win-win results.

Course content
1. Types of behaviour.
2. Assertive behaviour and body language.
3. The use of language - 3 steps to assertiveness.
4. Dealing with difficult situations.
5. Handling criticism and complaints.
6. Handling anger and manipulative behaviour.
7. Practical applications.

Contact us for further details or to book a course.