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.