This course looks at the interpersonal skills required to deal effectively with: managers, colleagues, staff and customers.
Key areas that are addressed:
- The difference between aggression and assertiveness.
- Why are people non-assertive – and what can happen as a result.
- Dealing with difficult situations.
- Coping with criticism.
- Effective declining of unwanted requests.
- Defusing anger.
- Changing behaviour.
- Body Language.