ASSERTIVENESS SKILLS. & Dealing with Difficult Situations. H.H. Sheik Sultan Tower (0) Floor Corniche Street Abu Dhabi U.A.E

Transcription

1 ASSERTIVENESS SKILLS & Dealing with Difficult Situations H.H. Sheik Sultan Tower (0) Floor Corniche Street Abu Dhabi U.A.E

2 Course Introduction: During this Dealing with Difficult People & Situations in the Workplace training course, participants will learn how to approach, engage and better manage difficult people, while also learning how to understand and influence them so that a successful resolution can be achieved without creating negative feelings or damaging relationships. The course includes training in recognizing attitudes and actions that impact others, using effective management techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviors and much more. Course Objectives: To increase self-esteem and confidence when dealing with difficult situations To be able to identify your own behavioral style and that of others To learn the difference between aggressive, passive, and assertive behaviors To learn a variety of assertiveness techniques To improve communication skills and interpersonal skills To have the opportunity to practice new behaviors in a safe and supportive environment See conflict as a type communication Benefit from a confrontation Prevent re-occurring problems Get focused on solutions Deal with personal and others anger Deal with relationship issues Understand and use the three step conflict resolution model Change yourself depending on the situation Understand other people s behaviors and motives How to de-stress when things get ugly Identify root causes of difficult behavior Counter negativity with positivity Discuss problems in groups Use assertive anger in a positive manner Plan and practice to manage difficult situations successfully Who Should Attend? This course is essential for supervisors, managers, sales executives, secretarial staff, customer service staff, telephone operators, and all who have to deal with different personalities and difficult situations in the workplace - whether with customers or colleagues. CS140 REVISION 000 PAGE 2 OF 5

3 Course Outline: Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Identify Confrontational Situations To Speak or Not to Speak Define Your Involvement Reciprocity in Relationships Get to the Point Finding the Root Cause The 3 F's Explained Managing Difficult Situations Common Problem Management Difficult Behaviour Examples Practicing Positive Outcomes Planning for Difficult Situations People Don't Always Follow the Rules The Big Questions Conflict Defined Defining Conflict Self-Assessment Issue Prevention Understanding and Using Empathy Avoiding Assumptions or Misconceptions Anger Management Techniques for Coping Using Assertive Anger The 3-Step Conflict Resolution Model 3-Step Model Explained Implementing the Model Changing Yourself Negativity vs. Positivity Managing Negative Emotions Coping Techniques Deep Breathing Exercises Visualisation Therapy CS140 REVISION 000 PAGE 3 OF 5

4 Musical Therapy Massage Therapy Laughter Therapy What Does Self-Confidence Mean To You? What is Assertiveness? What is Self-Confidence? The Four Styles Obstacles to Our Goals Types of Negative Thinking Personal Application Communication Skills Listening and Hearing: They Aren t the Same Thing Asking Questions Body Language The Importance of Goal Setting Why Goal Setting is Important Setting SMART Goals Our Challenge to You Feeling the Part Identifying Your Worth Creating Positive Self-Talk Identifying and Addressing Strengths and Weaknesses Looking the Part The Importance of Appearance The Role of Body Language First Impressions Count! Sounding the Part It s How You Say It Sounding Confident Using I Messages Powerful Presentations What to Do When You re on the Spot Using STAR To Make Your Case Coping Techniques Building Rapport Expressing Disagreement Coming to Consensus Dealing with Difficult Behavior Dealing with Difficult Situations Key Tactics CS140 REVISION 000 PAGE 4 OF 5

5 Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations Course Certificate: International Center for Training & Development (ICTD) will award an internationally recognized certificate(s) for each delegate on completion of training. Course Methodology: A variety of methodologies will be used during the course that includes: (30%) Based on Case Studies (30%) Techniques (30%) Role Play (10%) Concepts Pre-test and Post-test Variety of Learning Methods Lectures Case Studies and Self Questionaires Group Work Discussion Presentation Course Fees: To be advised as per the course location. This rate includes participant s manual, and-outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day. Course Timings: Daily Course Timings: 08:00-08:20 Morning Coffee / Tea 08:20-10:00 First Session 10:00-10:20 Coffee / Tea / Snacks 10:20-12:20 Second Session 12:20-13:30 Lunch Break & Prayer Break 13:30-15:00 Last Session CS140 REVISION 000 PAGE 5 OF 5