Duration 2 Days

Who should attend?

Anyone who wishes to communicate more effectively in difficult situations or with ‘difficult people’ and who needs to persuade other people to take action or make decisions. Anyone who would like to manage people more effectively.

Learning Objectives

  • Understand what assertive communication is and how to recognise it
  • Demonstrate the key skills of assertive communication
  • Highlight how to deal with difficult situations and people
  • Understand the importance of effective communication
  • Understand methods of communication
  • Understand the Importance of maintaining accurate records of communication

Course Content

  • A model of human behaviour
  • Four common behaviours
  • Dealing with difficult situations and people
  • Stages in the communication process
  • Consideration of the recipient’s needs
  • Barriers to communication and how to overcome them
  • A range of direct communication methods relevant to the team and their relative advantages and disadvantages
  • A range of direct communication methods relevant to people outside own area of responsibility, including written, telephone, e-mail and face-to-face discussions
  • Aspects of face-to-face communication, including appearance, impact, body language
  • The importance of succinct and accurate records of one-to-one oral communication
  • Reasons for maintaining records of one-to-one communication
  • Creating a Personal Development Plan