Assertiveness courses and conflict management workshops - one day course

 

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Total Success

A different type of training

 

For more information:

 email us: tsuccess@dircon.co.uk

call us on (+44) 020 8269 1177 or fax us on (+44) 020 8305 0555

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ASSERTIVENESS TRAINING COURSE

 

Thank you for visiting Total Success Training

 

Special offers for this month only:

1. All open courses - £295 per person + VAT

2. Book one course at full price and get one at half price

 - click HERE for the dates and details

3. All courses can be booked online - click HERE for full details

 

Click HERE for a full list of all our C.P.D. certified and accredited courses (inc Time Management, Mediation skills, Train the Trainer etc)

 

We have a brand new website at www.totalsuccess.co.uk which contains all of our course information. Click on the link below

 

Book now to be included in our free draw for tickets to West End Theatre, Chelsea Flower Show and Royal Opera House

 

How do you become Assertive at work?

Assertion means standing up for what you want and stating your needs clearly and calmly. It means expressing your opposition and because that sometimes leads to confrontation it takes courage. Assertiveness is a learned behaviour and some find it harder than others because of their natural easy-going style, therefore more practice is required. However, the aim should not be just to gain a win. The aim should be to put forward your point of view, solve the problem and get the best result. Assertion should not be synonymous with aggression because aggressive people adopt a ‘I win - you lose’ mentality to achieve their objectives.

Click on any of the bullets below to see how our one-day Assertiveness Skills courses will provide delegates with valuable tips, techniques and insights including the following:

This course will allow delegates to develop the self-confidence so that their opinions will no longer go un-noticed in the workplace. Assertiveness training courses will provide delegates with effective tactics to build courage and challenge workplace bullies and handle harassment. Those who have attended the courses have expressed that becoming more assertive at work was made easier once they applied the techniques gained from the training.

Assertiveness does not come naturally to all because we have all learned passive behaviours to stave off confrontational situations. However these behaviours can be unlearned and assertive behaviour used to produce results that benefit both parties. Assertiveness training can help delegates to increase work effectiveness and productivity, achieve greater control of their daily activities and overcome work stressors.

Assertiveness skills, Dealing With Difficult People Stress Management and Time Management are some of the courses trained by Total Success Training in London and throughout the UK. We have over 18 years experience training people on strategies to improve productivity and enhance self development.

 

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CLICK ON COURSES FOR FULL OPEN COURSE AGENDAS

EXECUTIVE COACHING One-to-one leadership and management coaching

Appraisal skills (one day) - updated to include new legislation

Assertiveness Skills (one day)

Assertiveness and managing conflict (one day)

Coaching for managers (one day)

Customer Service and Customer Care (one day)

Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation inc The Equality Act 2010

Dealing with difficult people (one day)

Interviewing skills (one day) - updated to cover current legislation inc The Equality Act 2010

Introduction to selling (one day)

Leadership and team building (one day)

Letter and report writing (one day) - updates include writing e-mails

Mediation Skills (one day)

Negotiation skills (one day)

Presentation skills (one day)

Presentation skills (two days)

PowerPoint Presentation skills (one day)

Advanced Presentation skills (one day)

Project planning for non-project managers (one day)

Stress Management (one day)

Telesales and Telemarketing (one day)

Telephone skills and customer care (one day)

Time Management (one day) 

Time management working with Microsoft Outlook (one day)

Time management working with Microsoft Outlook 2007 (one day) 

Management Training / New Manager (two days)

Training the trainer (one day)


We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles

Presentation tips

Overcoming presentation fear

How to structure a presentation

Interviewing Skills

Good work through praise

Time management tips

Time management skills

Managing your e-mail

Time management and working from home

Assertiveness Self Assertion Analysis

Self Assertion Analysis

Becoming More Assertive

Dealing with difficult people

Customer Service on the telephone

Telephone skills and Customer Care

Managing your stress

Organisational stress management

Practical appraisal skills

Planning an appraisal and setting objectives

Giving feedback in an appraisal

The power of attitude in selling

Opening the call effectively

PowerPoint presentation tips and techniques

Using visual aids in PowerPoint presentations

How to use transitions in PowerPoint presentations

ASSERTION SELF ANALYSIS TEST

To test your assertiveness there are some typical situations below. Be completely honest with yourself and write down how you would naturally react in each situation.

On a piece of paper, number from 1 to 6. Write your choice a, b, or c after each number.

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1. You are in a restaurant and order a steak medium-rare, but it is served to you well-done.
You would:

  1. Accept it without comment because you sometimes like it well-done anyway.

  2. Angrily refuse the steak and insist on seeing the manager to complain about the poor service.

  3. Call the waiter and indicate you ordered your steak medium-rare and would like another steak cooked to your requirements.

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2. You are a customer waiting in queue to be served in your busy lunch hour. Suddenly, a frail old lady steps in line ahead of you and claims that she is in a hurry.
You would:

  1. Let her stay in front of you since she is already in line and it would be rude to speak out.

  2. Pull her out of line and, in a loud and angry manner make her go to the back.

  3. Calmly indicate to her that you are also in a hurry and have queued, then point out where it begins.

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3. After walking out of a store where you purchased some items you discover you were short-changed by £3.
You would:

  1. Let it go since you are already out of the store and have no proof you were short-changed. After all it’s only £3.

  2. Go to the manager and argue that you were cheated by the assistant, then demand the proper change.

  3. Return to the clerk and inform him/her of the error.

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4. You are in a group discussion at work which includes your boss. A colleague asks you a question about your work, but you don't know the answer.
You would:

  1. Give your colleague a false, but plausible answer so your boss will think you are on top of things.

  2. Do not answer, but attack your colleague by asking a question you know he/she could not answer.

  3. Indicate to your colleague you are unsure just now, but offer to give him/her the information later.

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5. You are in the middle of watching your favourite television program when your partner comes in and asks you for a non urgent favour which could mean missing the rest of the show.
You would:

  1. Do the favour as quickly as possible, then return to the program to finish watching what is left of it.

  2. Say "No way, I’m not missing this. You should have asked me earlier." then finish watching your program.

  3. Ask if it can wait until the program is over and, if so, do it then.

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6. A friend drops into your office to say hello and catch up on the latest office gossip, but is staying too long, preventing you from finishing an important project. Your friend is unaware that he is interrupting your work.
You would:

  1. Let him stay because you don’t want to upset him. Then you would finish your work at home that evening.

  2. Tell the person to stop bothering you and to get out.

  3. Explain your need to finish your work and request he/she visit another time.

 

SCORE INTERPRETATION KEY

In general, there are three broad styles of interpersonal behaviour. These are: a) Passive, b) Aggressive, and c) Assertive.

 

The "a" choices in the quiz are representative of the Passive style. Thus, the more "a" choices you made, the more passive you are.

a) The Passive style of interpersonal behaviour is characterised by inaction and indecision. People using this style tend to be easy to get along with and pleasant, but unwilling to stand up for their rights, for fear of offending others. They are very uncomfortable expressing anger and usually deny or suppress this feeling should it occur. As a result, resentment can easily build under the surface producing stress and tension.

 

The "b" choices in the quiz are representative of the Aggressive style. Thus, the more "b" choices you made, the more aggressive you are.

b) The Aggressive style is characterised by intrusiveness. People who use this style tend to go after what they want, but are unconcerned about how this will effect others. Their angry, dominating manner tends to alienate people who, in time, may seek to oppose them. Aggressive individuals are usually suspicious of others and are often on the look out for infractions or violations of their rights. Thus, the Aggressive style produces stress and prohibits the development of close, trusting, and caring interpersonal relationships.

 

The "c" choices in the quiz are representative of the Assertive style. Thus, the more "c" choices you made, the more assertive you are.

c) The Assertive style is characterised by both fairness and strength. Assertive individuals are able to stand up for their rights, but remain sensitive to the rights of others. People who choose this style are usually relaxed and easy going, but are honest about their feelings. This is the best style for minimising stress and maintaining long-standing intimate relationships.

Look at the "c" answers again. If you move your everyday behaviour closer to the "c" style of response, you will likely experience an increase in feelings of self-esteem and a decrease in feelings of stress.

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We believe the web is a fantastic place for marketing and promotion but we believe that there should be access to free information which is in abundance on many sites. Total Success have searched the web for free information on assertiveness and you can find these on our assertiveness links page. If you know of other sites which contain relevant information or to inform me that a particular site does no longer exist (many sites come and go at a fast rate on the web), please e-mail us. The criteria for inclusion is a site which has a lot of free information on assertiveness skills and not companies promoting courses or products.

If you require information on Assertiveness and other courses, please click on the following links:

Click here for assertiveness links

Click here for Assertiveness Home Page and Course Agenda

Click here for tips on Becoming More Assertive

Click here for tips on time management, delegation and people management

 

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Rothschild

Thames Valley Police

National Air Traffic Control

Tesco

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Legal Services Commission

Remploy

Physiological Society

British Retail Consortium

University of East London

Amnesty International

Hyde Housing

Carbon Trust

Glaxo Smith Kline

Game Conservancy Trust

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Docklands Light Railway

Suffolk County Council

Thale Translink

Tennyson Group

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Merseyside Police

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Berners Hotel

South East Essex College

Johnson and Johnson

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Epilepsy Society

Lloyds of London

Bank of America

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Abbey Life

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Informa Group

Marcus Evans

Legal and General

Nationwide Building Society

Eurostar

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Halifax

Barclays Global Investors

BAE Systems

Holmes Place Health Clubs

Action Energy and the Carbon Trust

British Airways

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Ernst and Young

London Borough of Greenwich

The Royal Society

Cancer Research

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London Borough of Lambeth

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HOME PAGE BOOKING A COURSE
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TOTAL SUCCESS PAGES:

Site Navigation aid - Links to all our web pages are listed below

 

- Training Pages -

Assertiveness Skills - Assertiveness and managing conflict - Time Management - Management Training / New Manager - Sales Course / Introduction to Selling - Telesales and Telemarketing - Presentation skills - PowerPoint Presentation Skills - Appraisal skills - Interviewing Skills - Stress Management - Leadership and team building - Coaching for managers - Letter and report writing - Dealing with difficult people - Customer Service and Customer Care -Correcting poor performance and disciplinary procedures - Negotiation skills - Training the trainer - Telephone skills and customer care

- Newsletter Pages -

Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -

- NEW Newsletter Pages -

Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules