Workshop outline
We often communicate without being fully aware of the message we are really sending. Our success depends on being understood and understanding others. This workshop is designed to develop the ability to handle difficult situations and achieve clear, effective and productive communication with other people.

• The fundamentals of communications
• The four aspects of human behaviour - how we behave, why we behave the way we do and the effect of these behaviours on other people
• Taking responsibility for ourselves - understanding and controlling the effect we have on other people
• Skills and techniques for dealing with difficult situations
• Listening for what is relevant
• Giving and receiving constructive feedback
• Increasing self-esteem in yourself and others
• Finding a solution-focused approach to dealing with situations

Who should attend?
Anyone wishing to achieve optimum results from work situations that involve other people and by improving their own style.

Workshop content

• History and context
• Rights and responsibilities at work
• Three steps to assertiveness - the framework
• Taking ownership and responsibility

• What people say
• How people look
• Recognising assertive communication and the other behaviour types

• The difficulty in being assertive when you have low self-esteem
• Nurturing confidence in yourself and others
• Assertiveness skills
• Giving and receiving compliments and feedback
• Making requests and saying no
• Listening and questioning
• Positive thinking - looking for solutions