On course for success

Assertiveness Skills For Front-Line Staff


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.


Learn to:

  • 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

Programme Outline

  • What is assertiveness?
  • Patterns in behavior
  • Active listening skills
  • Managing conflict
  • Learning to be assertive
  • Skills in being assertively

Targeted Participants

  • Admin & Support
  • Supervisor
  • Executive
  • Emerging Managers

Expert’s Profile

Gaik Lim is a highly experienced and highly-rated trainer with over 20 years of professional and personal experience.  She enjoys training and brings to her programmes interesting experiences gained from her work with corporations in the private and public sectors. Given her vast experiences, she hosted formal dinner and functions for ambassadors, diplomats and top senior corporate executives in various countries.  With her enthusiasm and intense interest in her training programmes, Gaik stood out and is one of the recipients of the SIM’s Top 10 Trainers 2015.  Gaik also conducts her training programmes in Hong Kong, Korea, Australia, Malaysia, Thailand and Brunei.


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