Business need: To improve confident and positive communications with colleagues customers and in problem solving groups
Programme title: Assertive skills
Job categories: Managers, secretaries, customer relations staff, procurement staff, engineers, IT staff, specialists.

Objectives

• To understand the difference between assertive and aggressive behaviour
• To make assertive request
• To refuse constructively
• To deal positively with unjustified criticisms
• To handle verbal aggression constructively

Programme design

This is a two day programme with many exercises supported by related concepts. A workbook provided a focus for the course and a reminder of the main points afterwards, Course members work on their real situations and rehearse how to behave more assertively back at work

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