Assertiveness For Frontline Staff

Overview:

The course is targeted at individuals who are looking for ways to communicate more effectively with clients and customers both face-to-face and over the telephone and to be able to cope positively with demands made by others. It covers the key principles of how to become more assertive and identifies useful techniques to develop personal skills. By the end of this interactive and varied day participants will understand what and how to be assertive, the three main behaviour types, how to respect others and deal with aggresive communiaction

Course Details:

1 Day course 9.30am to 4pm with comfort breaks and Lunch included. This is an interactive learning experience with supporting handouts provided for future reference.

Who this course is for:

This course is aimed at individuals and teams who have regular contact with the public and would like to develop their skills in handling difficult situations without being rude.

Topics Covered:

Positive listening and communication skills
Understanding Peoples behaviour
What is assertiveness
The difference between being assertive and appearing off-hand/rude
How to deal with angry people effectively

By the end of the course, delegates will be able:

To recognise the three main behaviour types
To respect personal and others’ basic rights
To become more aware of own communication skills
To be confident is conflict situations by implementing assertiveness strategies.

Accreditation:

Learners will gain a certificate of attendance

Why Invest in this Training:

Assertive frontline staff results in an approach in Customer Care that will ensure the Customer has been listened to, improving customer satisfaction as the approach is less confrontational, resulting in reduced stress and confident staff.