Fundamental Insights for Dealing with Demanding People/Situations
“Of all the decisions a Manager makes, none are as important as the decisions about people.
THEY determine the performance capacity of the organization." - Peter F. Drucker
It’s been suggested that at least 50% of the work population are relaxed, modest, team players who finding it quite challenging to deal with more aggressive, demanding people/situations. There is a need for everyone to feel confident and respected and not to be pushed into decisions they disagree with. This session will help you to understand the options that help you to deal more assertively with demanding people, as well as providing an alternative to aggressive behaviour. We will help you to create a positive action plan to deal with the situations which you might expect to encounter.
Presented by Dave Neely – Performance Management Consultants
Who Should Attend
. Anyone who often becomes quiet and passive when
dealing with demanding customers and colleagues
. People who become aggressive in stressful situations
. People who are shy in new social situations
What You Will Learn
This session will help you to understand the basics of assertiveness and will help you to:
. Improve your ability to Say No when it is in your best interest.
. Improve your ability to deal with criticism
. Reduce stress, lessen miscommunication with others
. Improve teamwork and collaboration on the job from your better ability to deal with demanding people
. Improve your social interactions
Your Workshop Leader
Dave Neely is a Kingston-based training consultant. He
spent 18 years with IBM Canada in the Customer Service Department. In his role as an IBM trainer, he delivered Assertiveness Training to Customer Service Reps. He has delivered Customized Training Seminars since 1987. He has delivered Emotional Intelligence sessions in Iqaluit, Cambridge Bay and Rankin Inlet. You will enjoy his passion and enthusiasm.
Unique Workshop Feature
Insights to SuccessTM – A personal self-awareness tool which provides individual behavioural insights. This online
report is a 23 page written assessment which is designed
to help you to understand your strengths and motivation. This understanding provides the foundation for your journey to be more assertive with others
Workshop Content – 2 days
Introduction - What are the specific situations where you need to be more assertive?
Behavioural Styles – Understanding yourself
The Behavioural Model, Individual assessments, how you act under stress
5 Emotional Intelligence Competencies
Staying positively focused
Your Right to be Assertive
Your Bill of 15 Rights of Assertiveness
Video – “The Art of Assertiveness”
Three Options for Behaviour
Application to Case Studies
Application to our Specific Situations
Dealing with Conflict
Video and Discussion
5 Conflict Strategies
Summary and Action Plan
very informative and valuable, you have a way of getting everyone comfortable and participative
Dave, you made my week, have never been to a seminar like this
the energy was great, there was never a dull moment
down to earth explanations with real life situations, thanks for everything.
Dave took our real situations as the case studies, made it much more meaningful
Loved the real life examples