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Terms & Conditions

Featured in the The Assertiveness Skills Pack training manual

By Joanna Gutmann

Category: Communication Skills

Credit price: 2 download credits (Single user)

All too often, customers are thought of as a multi-faced entity, rather than as individuals with different needs and expectations. Front-line staff need to recognise this, so that they can develop assertive communication with customers, in order to improve customer care.

Participants consider the rights and responsibilities of customers, staff and the organisation and, from these, define a standard for customer care. This leads to the identification of the knowledge, skills and attributes needed by staff, and the ways in which management can provide positive support.

Who is it for: This training resource is intended for use by trainers to enable participants to guide their staff in communicating assertively with customers, and by considering the rights and responsibilities of customers, staff and the organisation, they define a standard for customer care

Resource Type:	Activity
Min Group Size:	4
Max Group Size:	12
Typical Duration:	01:50:00
No of Pages:	10

Resources: View standard resources for Fenman training activities

Purpose: This training resource is intended for use by trainers with all staff who manage front-line staff. Many front-line staff will also benefit from participating in this activity, although trainers may opt for ending the activity after the identification of knowledge, skills and attributes and/or linking it to another activity, for example, ‘Handling complaints’. All participants should have completed, ‘Rights in assertiveness’, and must have taken part in ‘Behaviour styles’, or have undergone basic assertiveness training, to provide them with the background information and understanding to support this activity.

Download the training activity, Customer care as featured in the Fenman training manual; The Assertiveness Skills Pack