ASSERTIVENESS SKILLS FOR FRONT LINE STAFF
Dealing with criticisms and objections from customer/colleagues requires specific communication skills. This enables you to acquire these skills to assert appropriately and confidently at work.
- Disagree with others without getting aggressive
- Deal with criticisms
- Manage objections
- Handle upset customers
- Diffuse anger
- Apologies appropriately
- Say no without offending others
- Listen actively
Gaik Lim is an interpersonal skills trainer and consultant with over 20 years of training experience from Hong Kong, South Korea, Brunei, Malaysia, Indonesia, Thailand, Singapore and Australia. Her clients include multi-national corporations, local and foreign banks, and other organisations, including hospitals. She also conducts public programmes under the Singapore Institute of Management (SIM). Her training programs are highly skilled-based with an interactive approach using real work-related case studies. Feedback from line managers and participants
shows that her programs are truly effective and relevant today’s work requirements. A highly-rated trainer, her participants find her courses interesting, relevant and enjoyable.