Assertiveness Skills (2 day)

Course Code – AS - AH

These sessions will cover the material of:

Understanding the self

• explore self-perception: strengths and weaknesses
• identify life scripts: address issues of low morale & develop self esteem
• critique your own communication image through video: identify your communication strengths

Appreciating different personality types

• recognise personality types: use knowledge of transactional analysis
• gain understanding of differences: manage transactional analysis & personal styles of communication

Understanding non-verbal cues

• recognise the psychology of non-verbal communication: how to use body language to enhance the message
• use non-verbal communication: emphasise points with gesture, expression, posture & tone
• instil confidence in others: the dynamics of first impressions.
• read the body language of clients: acknowledge the subtext

Maintaining credibility, professionalism & directness

• sound assertive: learn how to power the voice to add to the message
• project a positive image: appear calm, confident & enthusiastic
• field questions: deal with tricky questions in a constructive way
• keep the focus: know the difference between assertiveness & aggression

Handling aggression, confrontations and other emotively charged situations

• understand the basic psychological processes: anticipate, assess & respond appropriately
• keep your cool: acknowledge needs, label emotions & develop assertiveness
• develop negotiation tactics: understand the basics of proposals, counter-proposals & trade offs
• identify & diffuse power games: sharpen listening skills & keep a professional attitude