Assertiveness Skills for Managers

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					                                                                           Assertiveness Skills for Managers


Why You Should Attend This Course:
                                                                           Building Rapport
This course enhances both personal and organisational development.         •   Assertive expressions
Participants will create self-awareness of Assertive communication         •   Tactful and confident tone
skills and be provided with techniques to interact with others to build
team harmony.                                                              Active Listening Skills and Managing Emotions
                                                                           •   The elements of active listening
Learning Outcome:                                                          •   Self-improvement areas
                                                                           •   Strategies to maintain calm energy
At the end of this course, YOU will be able to achieve the following:
                                                                           Gaining Cooperation
•    Understand the different personality styles and analyse your own      •   Transactional Analysis
     personality                                                           •   Psychological Understanding
•    Communicate assertively to suit different functions                   •   Win-win approach
•    Identify and overcome barriers of communication to get desired
     results                                                               Handling Difficult People
•    Adapt own style of communication to suit your target audience         •  Compromise
     and build rapport                                                     •  Collaboration
•    Influence others through communication strategies                     •  Accommodation
•    Apply active listening and manage emotions to give the right          •  Dominance
     response                                                              •  Avoidance
•    Manage difficult people and gain cooperation
•    Give and receive constructive feedback                                Getting and Giving Feedback
                                                                           •   Positive
Course Outline:                                                            •   Negative
Personality Analysis                                                       Influencing Others
Through a questionnaire, participants will understand:                     •    Reciprocation
•   Their strengths and weaknesses                                         •    Commitment Consistency
•   How to adapt their personality style to suit other personality types   •    Liking
Assertive Communication                                                    Who Can Benefit?
Participants will learn how to build the focus of their message to suit
the following functions:
                                                                           •   Managers working across diverse teams
•    Inform
                                                                           •   Managers who need to work smarter with their teams
•    Persuade
                                                                           •   Organisations who care going through change and need to
•    Coordinate                                                                optimise performance from their employees
•    Control                                                               •   Managers who want to achieve business excellence through
                                                                               improved individual performance
Communication Barriers
                                                                           •   Managers looking for a strong system of driving knowledge
•  Overcoming communication barriers that could occur in:                      management
    - The organisation of message
                                                                           •   Managers who want to know more about best practice in
    - The channel
                                                                               transferring knowledge
    - The lack of feedback
•  Causes for barriers                                                     Trainer’s Profile
•  Solutions to those barriers
                                                                           Sharlyn Stafford is a dynamic and successful corporate coach and
                                                                           consultant with more than 20 years of experience facilitating corporate
                                                                           training programs in Singapore, South East Asia, Australia and North
                                                                           America.
                                                                   Assertiveness Skills for Managers



Sharlyn’s personal premise advocates encouraging individuals        Besides being a trainer, Shirley’s overall experience covers other
in their life long learning and self-knowledge to achieve career    areas of marketing and communication. This includes Business
results and personal wins. She achieves this by delivering          Development, Advertising & Public Relations, Marketing &
tangible outcomes for her clients, which has established her as     Communications, Client Management, and Event Management.
an expert in management development.                                Specialising in the lifestyle and service industry, she works in the
                                                                    capacity of a Creative Director, Copywriter and Art Director. This
Her focus on corporate training and executive coaching with a       includes press liaison, scriptwriting for television commercials,
firm foundation in interpersonal skills, communication skills,      corporate videos, and CDRoms.
presentation skills and professional image – has garnered her
a steady clientele from UBS AG (Hong Kong & Singapore),             Shirley has a Bachelor of Arts Degree in Economics, Sociology
Ermenegildo Zegna, Reuters (Singapore), Monetary Authority          and Philosophy from the National University of Singapore. She
(Singapore), United Overseas Bank (UOB), National University        studied Neuro-Linguistic Programming with the Master Trainer
of Singapore, Singapore Technologies Group, Ernst & Young           Institute of New York.
(Singapore and Australia) and many others.
                                                                    Serving multinationals and statutory boards on a local and
Sharlyn graduated with an honors degree in Business Studies         regional level, her client list cover various industries, including:
and Tourism from the University of Waterloo in Canada. She is
also a qualified Color and Style consultant from Colors Ltd in      •    Banking and Finance - AIA, Citibank, Credit Swiss First
Toronto, Canada.                                                         Boston, MAS, KPMG, UOB, UBS
                                                                    •    Education - NUS, Nanyang Business School, Jurong
She started her image consultancy business in Sydney,                    Institute, MIS, Ong Teng Cheong Institute of Labour Studies,
Australia in 1985, specializing in Color and Style imaging for           Nanyang Girls’ Secondary School
men and women and Corporate Grooming programs. She now              •    Government Institutions - NorthEast & SouthEast
combines her thorough understanding of cross-cultural issues             Community Development Councils, HDB, Ministry of
of the East and West, providing consultancy and training in              Environment, LTA, SMRT
Professional Image, Presentation Skills, Interpersonal              •    Lifestyle - Cartier International, Lancome Cosmetics,
Communication, Customer Service and Management                           Readers’ Digest, Glamour Shots
Development. Her success in starting her own business               •    Manufacturing/Logistics - TIMKEN, SANDEN, Singapore
consultancy and training company has served as a rich                    Technology Logistics
backdrop to becoming a professionally qualified corporate           •    Medical - Baxter Healthcare, Pfizer, SGH
trainer and coach.
                                                                    •    Trade/Property - Temasek Holdings, Sumitomo Trading
                                                                         Corporation, Diethelm, Unilever
Sharlyn has authored and published both “Imaging for Women”
                                                                    •    Travel - Singapore Airlines, Singapore Changi Airport
and “Imaging for Men” in 2003 and 2007 respectively
                                                                         Services Enterprise, Aerospace Training Center, United
                                                                         Airlines Technology – National Computer Services,
Shirley Han is a Senior Consultant in Personal Empowerment
                                                                         Singapore      Technology    College,   Defense     Science
courses. These include programs in Presentation Skills,
                                                                         Organisation, Hewlett Packard
Professional/Corporate Image, Grooming and Deportment,
Interpersonal Communication, Conflict Management, Time
Management, Customer Service and Telephone Etiquette.                   Date: 9 & 10 Sep 2009
                                                                              10 & 11 Dec 2009
She is also a trainer in Singapore Airlines for their Cabin Crew        Time: 9.00am – 5.00pm
and Ground Personnel in Etiquette & Deportment, Effective               Venue: Anson Centre, 51 Anson Road #03-53
Communication and Professional Imaging.                                 Course Fee:
                                                                            S$880.00
                                                                            Excludes GST
                                                                            Lunch and refreshments will be provided
                                                                            MIS Members enjoy 15% discount
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