25 Assertiveness courses

Learning Centre Support Specialist, Learning Support Assistant,

Understand and explore what you and others do that develops and destroys working relationships. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 2 days (13 hours) This is an exciting opportunity to dive into the very heart of human behaviour as we encourage you to explore what you and others do that develops and destroys working relationships.  We start by getting you to determine where in your working life you need to develop effective relationships before guiding you through a process of analysing personalities and behaviours and then giving you the skills to create and maintain great relationships.  OBJECTIVES  By the end of the course you will be able to: * Create a stakeholder map and analyse which relationships need to be developed * Describe different personality types and how these can cause connection and conflict * Develop behaviours that help build relationships * Bring more assertiveness to your relationships * Have courageous conversations and handle conflict should it occur CONTENT GETTING STARTED * The benefits of great working relationships * Determining what you want specifically from your relationships at work * Developing a stakeholder map to enable you to analyse who you need to build relationships with and how you might do this * Defining your personal brand * How your personal brand could impact relationships UNDERSTANDING OTHERS * Exploring different personality types * Understanding how others are both similar and different to you * Identifying when personality differences might cause conflict BETTER BEHAVIOUR * Exploring the concept of transactional analysis * How transactional analysis can help to build or break relationships * Understanding life positions * How life positions impact your behaviour and that of others * How to use transactional analysis in creating better relationships DEVELOPING RELATIONSHIPS * Understanding the common ways poor communication can cause problems in relationships * Developing assertive communication * Making human connections at work in order to build better relationships and create trust MAINTAINING RELATIONSHIPS * Recognition and Tiny Noticeable Things * How to have courageous conversations e.g. giving feedback * A model for handling conflict when it occurs

The Moccasin Manager, The Moccasin Approach, Management Training, Management Development,

Unlock the power of effective negotiation. Gain essential skills to navigate complex deals, build lasting partnerships, and achieve optimal outcomes. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) This course is designed for those who need to understand and be able to use essential negotiation skills to make them more effective in their role. Externally you maybe negotiating with suppliers, customers, regulatory authorities and other organisations. Internally you will be negotiating with stakeholders, colleagues, and team members which could be for resources, time, budget or facilities. Being able to negotiate agreements that are acceptable to all parties requires skill and is essential to maintain healthy, functional relationships. This will be a facilitated workshop designed to be flexible to achieve the desired outcome. We will achieve the objectives through a mixture of facilitated discussion, interactive exercises designed to give insight and facilitator input. During the day we will deal with the stages of a negotiation from preparation to closing. Individuals will get the opportunity to practice the skills needed to create win-win outcomes through a number of generic but realistic scenarios. OBJECTIVES By the end of the course you will be able to: * State the principles of effective negotiation * Prepare effectively for different types of negotiation * Set negotiation objectives and identify what can be ‘traded’ * Explain how assertiveness and influencing skills can affect outcomes * Deploy appropriate strategies and tactics to achieve the best results * Use different techniques to deal with difficult customers and difficult situations CONTENT INFLUENCING  * Seek first to understand, and then be understood * The importance of understanding the other party’s position and how to do it * The power of non-verbal communication * Dealing with difficult customers and difficult situations whilst maintaining a positive relationship HOW TO APPROACH NEGOTIATIONS * Identifying potential negotiations and preparing for potential outcomes * Aiming for results which deliver win/win outcomes * Developing a win/win mindset and behaviours * Rights and responsibilities of negotiators SETTING NEGOTIATION OBJECTIVES * Clarifying essential, desirable and ideal objectives * Assessing the most favoured, realistic target and walk away positions THE NEGOTIATION PROCESS  * The importance of preparation * Creating an opening proposal * Where to pitch the opening proposal BARGAINING/TRADING - GAINING MOMENTUM * Knowing your parameters – what can be traded? * Choosing a strategy and tactics * Dealing with questionable tactics and ploys * Building rapport – the communication process * Asking the right questions and active listening * Being assertive, demanding your rights and ensuring you meet your responsibilities CLOSING TECHNIQUES * Trial and actual closing techniques * Signalling * Summarising and documenting the agreement * Follow up and implementation of the deal

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? * Internal versus external customers * Why customer care is important * Meeting customer expectations Module Two Making a Personal Difference * How do you measure customer care? * Making a difference * Taking ownership * Positive mental attitude * Displaying professionalism both face-to-face and over the telephone * Using positive language Module Three Gathering Information and Offering Solutions * Asking the right questions * Active listening skills * Summarising and clarifying skills Module Four * Dealing with Difficult Situations * How to give a 'service' no * Demonstrating empathy * Assertiveness techniques * Handling a complaint * Problem solving * Saying 'sorry' * Making realistic promises and keeping them -------------------------------------------------------------------------------- Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. -------------------------------------------------------------------------------- Objectives By the end of the course participants will be able to * Adopt a professional telephone manner * Communicate assertively by taking control and directing the conversation * Deliver information positively by offering options and alternatives * Develop a range of versatile behaviours to use when dealing with difficult situations by: * Listening actively * Using empathy * Gathering relevant information through effective questioning * Finding solutions to concerns/problems quickly and efficiently * Speaking positively and assertively -------------------------------------------------------------------------------- WHAT IS THE BENEFIT? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. -------------------------------------------------------------------------------- IN-HOUSE COURSES Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. -------------------------------------------------------------------------------- THE IMPORTANCE OF CUSTOMERS AND CLIENTS Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. -------------------------------------------------------------------------------- CUSTOMER CARE PROGRAMMES FROM DICKSON TRAINING LTD We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. -------------------------------------------------------------------------------- SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.