Objectives

• For each delegate to understand the difference between passive aggressive and assertive behaviour.
• For each delegate to analyse their personal communication style and how they are perceived by colleagues and team members.
• For each delegate to understand how they communicate and the benefits of becoming more assertive.
• For each delegate to be able to ask questions, state their opinion and say “no” calmly and confidently.
• For delegates to learn how to handle conflict and confrontation .
• For each delegate to understand how to influence others effectively, based on an understanding of the different personality types.
• Gaining commitment and buy-in through influencing skills.
• For each delegate to understand how to communicate effectively over the telephone.

Contents – Day One

• Introduction – the psychology of communication
• Communication styles – understanding aggressive, passive and assertive messages (body language, voice, words, emails etc.)
• What’s My Communication Style – self assessment
• Evaluation of delegates’ levels of assertiveness
• Developing assertive techniques such as key listening and questioning techniques.
• Conflict management style – self assessment
• Conflict management techniques
• Summary and close

Contents – Day Two

• Saying “No”
• Giving and receiving feedback
• Client Relationship Management
• Working with Others
• Influencing techniques – the decision making process
• Influencing different personality types
• Summary and close