Training Courses

Assertiveness and Conflict Management Training


2 Days

People in either management or non-management positions who want to improve their communication, deal with conflict appropriately to obtain win-win solutions, and improve confidence in interpersonal interactions.


1. Understanding Conflict at Work

  • Understanding Conflict at work
  • Confronting Fears about Conflict
  • Understanding the Different Behaviour Styles in Conflict

2. Self-Development

  • Understanding Paradigms
  • Analysing Childhood Messages and Other Paradigms
  • Building Positive Self-Esteem

3. Understanding Assertiveness

  • The Differences between Assertion, Aggression, Non-assertion & Passive-aggression
  • Understanding Difficult People
  • Encouraging other people to be more Assertive
  • The Basic Rights of Assertiveness
  • Exercises in Assertive Communication

4. Listening and Questioning Skills

  • Understanding the Importance of Listening
  • Listening Traps
  • How to Reduce Conflict by Listening Actively and Reflectively
  • Listening Skills Evaluation

5. Handling Conflict Constructively

  • AssertivenessNecessary Beliefs for Handling Conflict
  • Identifying the Source of Conflict
  • Approaches to Handling Conflict
  • Balancing Relationships and Issues
  • Route Map for dealing with Confrontations
  • Negotiation Tactics and Techniques
  • Handling Criticism
  • Examining your own Habits, Pitfalls and Weaknesses
  • Situational Conflict Resolution

6. Communicating Assertively

  • Non-verbal Communication
  • Verbal Skills
  • How to avoid e-mail-related conflict or misunderstandings
  • Presenting Ideas Confidently
  • Tips for Building Co-operative Relationships
  • Questioning and Persuasion Techniques
  • Role Plays and Skills Practice

Optional Modules:

  • Dealing with Change and Stress
  • Running Efficient Meetings
  • Enhancing Team Dynamics

“The fact that this course is situational makes it very applicable to anyone regardless of cultures and backgrounds”. Attending this programme is one of the most productive things I’ve done this year.” (M.C., Metropolitan Life)

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