Course Content:

Roles and Responsibilities

Recognising and building resilience and assertiveness

Time Management Skills

Setting S.M.A.R.T objectives

Understanding the pressure of stress and pressure

Confronting and dealing with inappropriate behaviour

Triggers and inhibitors

Conflict Resolution Techniques

Understanding the attitude and behaviour cycle

Improving customer service with attitude

Aim:

To provide individuals with the skills and knowledge to enable them to communicate more confidently and effectively, using assertive behaviour techniques. The course provides participants with the opportunity to work on their own personal and work situations, where they want to be more assertive.