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Difficult situations are inevitable. This course will help you to understand the mechanisms at play when you're in a difficult situation. You’ll learn and practise behaviours that will navigate you through the tough times and help you avoid them in the first place. The program explores a number of techniques that allow you to take the initiative to change a difficult situation.

  • Duration: 1 day
  • Pre-requisites: There are no pre-requisites for this course

  • Identify the elements of a difficult situation
  • Analyse what works and doesn’t work when dealing with difficult situations
  • Describe your reactions to difficult situations and how they shape outcomes
  • Use listening, paraphrasing and questioning to ensure you understand the other person’s perspective
  • Apply assertive techniques to respond to difficult workplace situations
  • Define conflict and identify your style in conflict situation
  • Apply a process for resolving workplace conflict

Setting the Context

  • Introduction
  • Learning outcomes
  • Your personal goals

The importance of being assertive

  • Interpersonal interactions
  • Assertiveness
  • Why assertiveness?

How we react to different situations

  • Reacting versus responding
  • Transactional analysis
  • Assertive rights
  • Barriers to assertiveness
  • The social context
  • Empathy

Assertiveness at work

  • The work context
  • Assertive communication
  • Language of assertiveness
  • Voice of assertiveness

Your assertive rights

  • Saying no respectfully
  • Making effective requests
  • Promising
  • Renegotiating

Action Planning

  • Key take aways and actions to implement

Name Date Time Location Cost
Conflict Management 10 April 2019 09:00 am - 04:45 pm Sydney $743
Conflict Management 1 April 2019 09:00 am - 04:45 pm Melbourne $743

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