Developing Positive Assertiveness in Interpersonal Skills

Designed For
Whether youre a manager, supervisor, administrative assistant, executive secretary, senior clerk, youll benefit from this 1-day seminar by learning how to communicate in ways that win the attention, respect and approval of others. Select the most appropriate and effective assertive response to a variety of situations. Communicate with greater power and authority during conflicts, crises, and negotiations. Confidently confront difficult people by asking for (and getting) what you want or need. Offer criticism without arousing resentment so you can project a more professional image.

D&B Presents

Objectives:

Key Topics
Projecting a Winning Image
The importance of a good first impression Effective communication is your Road to success

Resolving conflicts At Work Through Assertiveness

The five basic approaches to conflict resolution The ACID Process in solving problems and your assertiveness toolbox Five key assertive skills in dealing with passive and aggressive behaviours

What is Assertive Behaviour?

Being Assertive Where are you right now? Understanding the four basic interpersonal style

Putting Assertiveness To Work

Case Study: Assertive communication with Boss Case Study: Assertive communication with Peers Case Study: Assertive communication with Subordinates Case Study: Assertive communication with Customers Building Your Confidence in deal with Difficult People How to say No without being offensive or feeling guilty

Developing Your Assertiveness Potential

3 steps to becoming an assertive person A personality assessment Who am I ? How to handle people around us when they become difficult How to build self-confidence by changing negative childhood patterns How to build self-esteem by practising accountability Some dos and donts for choosing assertive words carefully

Speaker Profile
MRS MARY SUEN, MSc in Training & HRM, Chartered FCIPD, FInstAM, MIHRM Prior to entering management consultancy, Mrs Suen was a very successful commercial realtor in Canada who sold $30 million Canadian dollars worth of properties and was the Property Manager of two shopping centres. Before she left for Canada, she was the Administrative Manager of The Royal Hong Kong Jockey Club, where she was in charge of office services, warehouse, transport, the two racestands, and a staff of 800. Before that, she had been the Club' Assistant Personnel manager for 6 years and a Senior s Executive Secretary for 14 years with major insurance, property, and pharmaceutical companies. Mrs Suen was listed in the International Whos Who of Entrepreneurs in 2001. In 2002, she was awarded Woman of the Year by American Biographical Institute and in 2003, she was nominated as Training Provider of the Year by China Staff. She has conducted and designed numerous very successful in-house and public seminars on secretarial skills, supervisory and office administration, time management, communication, selling and customer service skills for over 35 years in Hong, Kong, China, Australia, Canada and other Asian countries

Program Details (Course code:PD0822)

Date Time Medium Course Fee Venue Enquiry August 18, 2008 9:30am 5:30pm Cantonese with English Manuals HK$2,200- (1 unit) 18/F Caroline Center, Lee Gardens Two, 28 Yun Ping Road, Causeway Bay, Hong Kong 2516-1382