1 day (Any day that suits you)
Morning session (9.30am to 12.30pm)
Afternoon session (1.30pm to 4.30pm)
Your practice or a neighbouring practice
This interactive one-day workshop aims to help delegates develop the behaviours that will enable them to positively deal with any workplace situation, resulting in a ‘win-win’ for all concerned.
To gain an understanding of:
- Defining assertion, non-assertion and aggressive behaviours
- Recognising assertive, non-assertive and aggressive behaviours in ourselves and others
- Understanding how our values and beliefs, and the values and beliefs of others, affect our behaviours
- How to be more assertive, and the importance of practising
- Identifying the different traits of assertion
- Dealing with negative feelings and low self-worth
- Giving and receiving feedback positively and constructively
- The power of influencing skills
- Identifying aggressive behaviour, the causes of conflict, and conflict resolution
- Getting to the ‘win-win’ stage
- How to contribute assertively and positively in meetings
Course outline for the day:
During the day we will explore how to develop assertive behaviour, and how to recognise the difference between assertive, non-assertive and aggressive behaviour. You will learn how to develop strategies that will enable you to assertively influence situations, thereby ensuring a ‘win-win’ for all concerned. You will also be able to deal with awkward and tricky situations at all levels of your organisation confidently and positively.
Delegates will receive all the course handouts electronically with links to further reading and case studies.
Who should attend:
Front-line staff, team leaders and managers.
Full day: £945 + VAT
For up to 12 people. You may wish to join up with other neighbouring practices to share the cost of the training.
Bookings via Practice Index are charged at a discounted rate and come with a money-back guarantee.
Course delivered by:
About the trainer:
Diane recently left primary care after nearly ten years as a practice manger, working for a 16,000 patient population practice across three sites. Since leaving general practice Diane, in conjunction with Practice Index, has been developing primary care training that is relevant in today’s fast-paced and stressful environment. She understands better than most the uniqueness of working within a primary care setting. During the past 25 years Diane has designed and delivered training on a wide range of topics from leadership development and customer service skills to information governance.
Diane is a qualified HR professional with a special interest in learning and development and adult learning theories. She is a member of both the Chartered Institute of Personnel and Development and the Institute of Leadership and Management. Diane is qualified to ILM 7 level in Executive Coaching and Mentoring with a further postgraduate qualification from the UWE (University of the West of England) in Executive Coaching. During her time in primary care she was responsible for implementing career development pathways which saw receptionists become phlebotomists then HCAs, and admin staff develop leadership skills to move into management positions.
I commissioned Diane to work with my senior team. They have all really enjoyed working with Diane and their confidence and ownership of their roles has grown. We are reaping the benefits of the work achieved with her on a daily basis as a team of staff, and this also benefits the people we work with. I highly recommend anyone to take some time out with Diane and enjoy that safe place she creates to dig a bit deeper – it is surprising what you find!
Alison T - NHS
The training was fantastic and reinforces the need to uphold good customer service.
Delegate NHS Primary Care
Please note: If the aforementioned trainer is not available on the day, a suitable replacement trainer will be supplied. For remote parts of the UK, additional travel costs maybe incurred. If so, this will be made clear to you before you book the training.