Programmes for Veterinary Clinics

Back

Vets

Home Page

Assertiveness

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

Who should attend All staff working with customers.

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 to book the course or for further information.