Becoming an Assertive Communicator
Course Information
1 Day Course
Time: 9am – 5pm
Contact: bes@dnb.com.sg
Course Introduction
Assertiveness is an essential skill in adult communication. The ability to choose and make appropriately direct and tactful statements or requests vs. less desirable forms of communication (aggressive, passive, and passive-aggressive) can be learned and developed with awareness and practice. When we practice handling interactions assertively, we can make our lives more manageable and rewarding.
Learning Outcome
By the end of this workshop, participants will be able to:
- Understand the importance of assertive communication
- Learn the difference between assertive and aggressive behaviour
- Understand their right to be assertive
- Overcome personal roadblocks to assertiveness
- Learn the strategies and techniques that will transform them into assertive communicators
- Understand the role of body language in assertive behaviour
- Learn how to employ assertive skills when dealing with difficult people
- Learn to speak with confidence, poise and assertiveness
Who Should Attend
Middle managers, executives, support staff, sales representatives, customer service and administrative staff, business professionals and anyone who seeks to become a more assertive communicator.
Course Outlines
Topic 1: Introduction
- The fundamentals of assertive behaviour
- What is assertiveness?
- A Self-Test: How Assertive Are You Now?
- Effective Assertive Behavior – What does it really mean?
- Assertive vs. Aggressive communication
- Your Basic Right to be Assertive
- Roadblocks to assertiveness
- Dealing with issues versus emotions
- Personal assertiveness competencies
Topic 2: Becoming an Assertive Communicator
- The Four Communication Styles
- Passive and aggressive behaviour
- Finding the balance in assertiveness
- Five “must ask” questions to defuse tensions in a conflict
- The “ACID” process to assertiveness
- Understanding body language and assertiveness
- Making Assertiveness Work for You
- Five Key Assertiveness Skills
Topic 3: Putting Assertiveness to Work
- Getting passive people to come out of their shells
- Drawing the Line with aggressive people
- Strategies for assertive communication with customers
- Becoming assertive with your subordinates and colleagues
- Handling complaints with assertiveness
- Giving positive and negative feedback with assertiveness
- How to use what you have learnt
- Personal action plan for greater assertiveness
Trainer's Profile
Mr. Praga
Praga is a highly interactive and engaging international trainer, whose work is mainly based on research and applied knowledge from extensive experiences in bench-marking organizations best practices. As a dynamic training & development leader with more than 2 decades of experience, his training uniqueness comes from his Accelerated Training Approach which is built on Learning Design Re-patterning Model™ known by many to be empowering, refreshing and filled with success formulas.
Praga is the co-founder of Accelerated Training Approach™ built on Learning Design Re-Patterning Model and a Fellow Member with the Institute of Therapies Management (London). Holding a Masters in Organizational Psychology, a Degree in Business Administration and several Diplomas in Psychology and Psychotherapy. Praga is the only Singaporean to be certified as a Master Trainer with the Institute Therapist Management of London researching on Human Behaviour.
In the early years, after serving the Republic of Singapore Navy for 7 years, Praga worked has an IT program consultant by delivering program seminars to industrial leaders where he was also recognized and awarded the best sales performer for continuously achieving and exceeding organizational targets. He also became competent in the field of Information Technology by successfully completing and becoming a Microsoft Certified System Engineer(MSCE), Microsoft Certified System Administrator(MSCA) and Cisco Certified Network Associate (CCNA).
He’s also a:
• Certified Agile-SCRUM Master ®
• Certified Agile-SCRUM Product Owner ®
• Certified NLP Master Practitioner™
• Certified NLP Master Life Coach™
• Certified Master Trainer in Psychotherapy™
• Certified Behaviour Management Specialist™
• Certified EQ Practitioner™
• Certified Psychometric Profiling Trainer™
• Certified Trainer in Applied Counselling™
• Certified Stress Management Trainer™
• Certified ACTA Trainer & Assessor