Assertiveness & conflict resolution
One Day
This program provides strategies used by negotiators, counsellors and facilitators to manage difficult situations in a calm and controlled way.
What is assertive behaviour?
- What are the 'classic' indicators of passive, aggressive and assertive behaviour?
- Why do we react passively or aggressively when we know we shouldn't?
- How to control your emotions and behaviour when you are being criticised
Communicating clearly
Before addressing the more difficult situations faced at work and home, we look at practical techniques for communicating ideas clearly and confidently.
- How to combine verbal, visual and vocal forms of communication so people listen to you
- How to slow down and think clearly when speaking in a meeting
- The ‘power’ words that always make you sound confident
- How to use eye contact and body language to look confident, even if you feel uncomfortable
- Learn the simple techniques used by politicians and presenters to deal confidently with personal criticism or difficult questions
Following the discussion of general communication skills, the course shifts its focus to communicating in conflict situations. Conflict can range from simple disagreements to personal attacks or harassment
The 5 conflict resolution strategies
- Defining the 5 conflict resolution strategies: Competing, Collaborating, Compromising, Withdrawing & Conceding
- Which strategy do you prefer to use most of the time?
- What are the strengths and limitations of each strategy?
- How to calmly choose the right strategy at the right time
What makes people tick?
- What are Jung’s personality types?
- What is your type? (Questionnaire)
- How does your personality type affect the way you deal with people at work and home?
- How do people with your type tend to irritate colleagues…
- How to work more effectively with people who are very different to you
Standing up for yourself
- When do you find it difficult to express your view confidently e.g. to senior managers?
- When is it O.K. to argue your point or disagree with someone?
- How to acknowledge other people’s opinions without patronising them
- Discover the proven 3 step technique for stating your view calmly and logically under pressure
- How to control your frustration when people won’t listen
- Learn how professional presenters use questions to deflect personal attacks
Course Details
Start: 20 March 2012
End: 20 March 2012
Price: $295 per person
Discount Price: $285 per person*
Start: 13 June 2012
End: 13 June 2012
Price: $295 per person
Discount Price: $285 per person*
Start: 8 August 2012
End: 8 August 2012
Price: $295 per person
Discount Price: $285 per person*
Start: 7 November 2012
End: 7 November 2012
Price: $295 per person
Discount Price: $285 per person*
Start: 21 November 2012
End: 21 November 2012
Price: $295 per person
Discount Price: $285 per person*
* Discount applies when registering 3 or more people in one transaction.
Who is developing their potential?
"Facilitator was engaging and interesting and managed to keep participants there mentally. Excellent course."
Jaime Carragher - NSW Dept of Planning
Meet Your Trainers
Karen Clark
An expert in management, assertiveness and customer service training, Karen has worked with major organisations both here and in the UK... read more
Tailor-made training? Of course we can
Don’t see the course that fits? Let us tailor and deliver a course that targets specific training issues relevant to your organisation...click here for more
