Success in business rests on success in handling people: a manager needs to delegate to, correct and motivate staff, teams need to know how to reach productive outcomes quickly and harmoniously, and those dealing with the public need the skills to enhance the service they provide to customers. Everyone needs to know how to set boundaries diplomatically.
Assertiveness is directly connected to self-esteem and is an essential skill for harmonious relationships and personal confidence and happiness.
• Principles of clear communication and how to avoid misunderstandings
• The difference between passive, aggressive and assertive behaviours
• The art of persuasion
• How to say ‘no’ diplomatically
• How to avoid common errors in delegation (or in receiving instructions)
• Coping with criticism
• How to criticise constructively
• Dealing with abusive and aggressive people
• Communication techniques for sensitive situations
Periods of short explanations followed by discussion. Questions and discussion of individual problems encouraged throughout, although at all times any request for confidentiality will be respected. Visual aids and written support notes are used. In addition, participants are encouraged to take their own notes. The emphasis is on developing practical and realistic resolutions to negative situations.