Workshop: Uncomfortable Situations in English - How to be Assertive and Responsive (B1 or Above)

This workshop is designed for any staff member who wants help in developing strategies to remain assertive and responsive in potentially uncomfortable or stressful situations in English, either on the telephone, face-to-face or by e-mail.

Goals

In these two workshop sessions you will be able to develop your own individual approach to coping with uncomfortable situations in English in which you need both to be both responsive and assertive. This will result in you feeling more confident in dealing with students’ and/or clients’ requests, demands or complaints in an appropriate and professional manner.

Content

The specific skills we will work on will be based on prepared input materials and exercises which we will then be able to relate to any individual examples of situations or cases which you may bring with you.  These skills will include:

• actively listening
• dealing with misunderstandings (including asking appropriate questions)
• checking for comprehension
• showing sympathy
• communicating important information clearly and effectively
• steering and ending conversations

• actively listening
• dealing with misunderstandings (including asking appropriate questions)
• checking for comprehension
• communicating important information clearly and effectively
• steering and ending conversations