Today's business environments demand effective relationships with colleagues and clients.

Communicating Assertively and resolving conflict are some of the skills needed to succeed in business.

COURSE OBJECTIVE

To understand the pitfalls of interpersonal relationships and to learn how to communicate assertively and resolve conflict.

COURSE CONTENT

SELF AWARENESS INTERPERSONAL SKILLS

• Initial perceptions
• Barriers to good communication.
• Attitude to self/others
• Transactional analysis
• Body Language

ASSERTIVENESS CONFLICT

• Assertive behaviour - individual assessment.
• What causes conflict?
• Assertive vs aggressive/submissive behaviour
• Individual conflict strategies
• Why aggressive/submissive behaviour?
• Steps in conflict resolution
• How to be more assertive

WORK PROJECT

Individual work projects must be submitted two weeks after completion of the course.

Projects will focus either on resolving conflict with someone at work, or identifying personal development action plans to improve individual behaviour.

The project - which is part of the assessment process - must include aspects covered during the course and must not be longer than three pages.

INDIVIDUAL LEARNING OUTCOMES - ALIGNED TO SPECIFIC OUTCOMES

At the conclusion of this programme, learners will be able to:

• Identify and understand other people's communication styles.
• Implement appropriate steps to deal with conflict situations.
• Understand the difference between assertive, aggressive and submissive behaviours.
• Draw up individual Action Plans for the future.

ASSESSMENT CRITERIA AND METHODOLOGY

• Participation in class discussions and exercises
• Completion of Portfolio of Evidence work at the end of each Module
• Completion of Individual Action Plans at the end of each Module
• Participation in role plays
• Completion of required written work project.

DURATION:3 DAYS