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Course rating of 0 Vendor rating of 4

This workshop can help participants who are struggling to find that middle ground between being too aggressive and too passive, and how to counter the manipulative tactics of difficult people.

Course Outline

This two-day workshop is designed to help you improve your interactions with other people in your workplace or at home.


Participants also learn more about the six elements of our communication with others that help us reveal appropriate information about ourselves, and get a handle on how to better manage ourselves for a professional image.   Learning Objectives:

*        Identify common communication problems that may be holding you back.

*        Develop skills in asking questions that give you information you need

*        Learn what your non-verbal messages are telling others

*        Develop skills in listening actively and empathetically to others

*        Learn how to firmly stand your ground and make your feelings heard

*        Enhance your ability to handle difficult situations without being manipulated

*        Be more aware of six critical elements of our communication with others.


Workshop Outline and Methodology




Facilitators use a variety of training methods for each workshop, including large group discussions, individual work and reflection, small group discussions and exercises, case studies and simulations for role play. Videos that are applicable will form a part of some workshops. 


Customization will be based on information provided by the organization or the individual department prior to the workshop. These will be interactive workshops with a 40/60 split between concept/theory and practical application of skills discussed. Class size should be kept under 20, whenever possible, so each participant will have the opportunity to gain techniques for the types of situations they deal with or expect to deal with.




Learning Objectives and Agenda


            What’s In This for Me?

            Ten Commandments of Human Relations


Defining Good Communication:


What Are the Characteristics of a Good Communicator?

            The Communication Process 

            Windows and Barriers


Questioning Techniques:

Closed Questions

            When they are used

            The assumptions that result

            Open Questions

            The different types

            When they are used

            Probing Skills


Listening Techniques:


  Barriers to Effective Listening

            Active Listening Techniques

            Listening Guidelines


Six Elements of Our Communication with Others:

Frame of Reference



            Self-Impression Management



            Frame of Reference






Day 2 Reconnect (A short exercise to get feedback from day one and to focus on communication skills that impact interpersonal relationships1/2 hour)


Five Approaches to Interpersonal Relationships








            Dealing with Difficult People


The Difference between Assertive, Passive and Aggressive

            The Four-step Response

            Learning How to Say “No”


Persuading Others

            First Persuading Yourself

            Techniques for Persuading Others


Managing Stress


Personal Action Plan




Prerequisites & Certificates


Certificates offered

Cancellation Policy
Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.
Map & Reviews
Itplanit Services Corp.
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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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