Assertiveness Skills For Front-Line Staff

SIM Professional Development

Course introduction

Dealing with criticisms and objections from customers/colleagues requires specific communication skills. This workshop enables you to acquire these skills to assert appropriately and confidently at work.

Course Benefits

Learn to:

  • disagree with others without getting aggressive
  • deal with criticisms
  • manage objections
  • handle upset customers
  • diffuse anger
  • apologise appropriately
  • say no without offending others
  • listen actively

Target Audience

(Level 1) Admin & Support
(Level 2) Supervisor, Executive, & Emerging Managers

Course Outline

What is Assertiveness?

  • What it means to be assertive
  • Why people tend to be passive
Patterns in Behaviour
  • Body language in assertiveness
  • Cultural differences and their impact on assertiveness
Active Listening Skills
  • Why we need to listen actively ?
  • Listening actively
Managing Conflict
  • Working towards a win-win approach
Learning to be Assertive
  • Knowing what you want
  • Setting limits
  • Respecting the rights of others
  • Knowing when to let go 
Skills in being Assertively
  • Types of assertiveness techniques and when to use them
  • Skills practice using work-related situations

Available Course Sessions

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Trainer Profile

Gaik Lim

Gaik Lim is an interpersonal skills trainer and consultant with over 15 years of training experience.

As a professional who enjoys doing training, Gaik Lim has conducted a variety of interpersonal skills courses in Hong Kong, Brunei, Malaysia, Indonesia, Thailand and Singapore. With banking and corporate experience, she brings direct relevance to her programmes.

Her clients include multinational corporations, local and foreign banks, as well as hospitals and service-based companies.

Her training programmes are highly skilled-based with an interactive approach using real work-related case studies. A highly-rated trainer, her participants find her courses interesting, relevant and enjoyable.