• The elements of the 3-stage framework and its use in influencing others
• Practical exercises in effective questioning, listening and summarising techniques
• Identifying ways of making requests and saying no effectively
• Identifying effective techniques for defusing conflict situations
• How to use the skills and models learnt in practice situations

Who should attend?
People at any level who want to work effectively with others through applying the skills and techniques of assertiveness.

Learning method
A mix of discussion and practical exercises.

Workshop content

Introductions and objectives
Session 1 – communication
Defining effective communication
Group discussion
Session 2 – understanding different behaviours
Aggressive, manipulative, non-assertive and assertive behaviour
Verbal and non-verbal communication
Effect of different behaviours at work
Definition of assertiveness
Small group work
Session 3 – rights and responsibilities
Links with assertiveness
Exercises
Session 4 – framework for assertiveness
3-stage framework
Using the framework to influence others
Practical exercises on non- verbal communication, listening, questioning and summarising
Session 5 – making requests and saying no
Communicating clearly
Responding appropriately
Relevant rights and responsibilities
Syndicate exercises
Session 6 – defusing techniques
Dealing with potential conflict situations
Attitude, skills and behaviours
Staying calm, empathising, clarifying, three Ps
Syndicate exercises
Session 7 – practice sessions
Putting the skills and models together for final practice sessions in small groups
Session 8 – action planning
Planning future actions back in the workplace