Assertiveness Skills and Dealing with Difficult Customers – Training Workshop

Assertiveness With Difficult Customers Workshop

Assertiveness skills are essential in developing good communication skills, managing your time and reducing personal stress. They are also a key component for dealing with difficult customers and challenging situations. This training programme will introduce or reinforce current skills and develop a range of additional skills on how to increase your assertive behaviour with both internal and external customers. This in turn will help attendees gain greater respect from their managers, peers and customers.

This training programme will also look at how to develop a range of appropriate styles tailored to individual challenging situations, which can be encountered, especially when dealing with customers. By the end of this training workshop attendees will identify their personal blockages preventing assertive behaviour and develop the skills necessary to deal with challenging customers or difficult situations. This will include learning how to build trust, credibility and rapport fast and effectively. The end result will be increased confidence in handling conflict, criticism and other situations. The programme will be a mix of theory and practical exercises where attendees will get the chance to practice dealing with situations assertively.

Find out more about Assertiveness Training Courses for your Organisation

Assertiveness With Difficult Customers Workshop Objectives

By the end of this workshop attendees will be able to;

  • Identify the personal blockages preventing assertive behaviour.
  • Learn how to build trust, credibility and rapport fast and effectively.
  • Gain confidence in handling conflict, criticism and other challenging situations.
  • Develop the skills necessary to deal with challenging customers or difficult situations.
  • Recognise how to handle difficult customers, through assertive behaviour techniques.
  • Develop a broader range of communication techniques, to use in a variety of settings, including complaint handling.

Assertiveness With Difficult Customers - Content

  • What is assertiveness?
  • Assertive & aggressive behaviour.
  • Submissive behaviour
  • Softeners and Irritators
  • How assertive are you?
  • Transactional analysis
  • Personal blockages to assertiveness
  • Managing time assertively
  • Saying no with confidence
  • Communication styles
  • Complaint handling Techniques
  • Dealing with conflict
  • Controlling the situation
  • Angry customers
  • Conflict escalation
  • Individual conflict styles
  • Reducing and dealing with stress.
  • Transactional analysis.
  • Practical exercises.
  • Facilitated learning

Our Training Courses


We tend to work with a maximum of 12 attendees per Facilitator/Trainer, although this is flexible depending on the workshop. Some workshops with diagnostic tools allow us to have around 16 to 20 attendees.


We deliver our Workshops at your premises in the UK, throughout Europe and around the World in a number of languages as well as English. We just need access to a venue, which includes a projector and flip charts.

Couse Durations

Most of our workshops are 1 day courses, although they each vary depending on the degree of customisation. Workshops typically run from 09:15 to 16:45 which will include lunch and breaks.


Our courses are designed to be enjoyable, interactive, experiential and stimulating to maximize on the learning opportunity. This means that everyone has a chance to contribute and get involved throughout.

Workshop Prices

Our prices are based on a day rate per facilitator plus expenses, which ordinarily works out more cost effective than sending your team externally on courses which will also incur individual expenses.


This workshop is designed for those who need to develop their communication skills and covers a comprehensive agenda, with a wide range of practical exercises to help you communicate more effectively.

Find out more about our Training Courses

For more details on our range of Training Programmes, please contact us on 0203 507 0053 or fill in the form on this page and we will answer any of your questions regarding this course . We work throughout the UK and internationally and our team of trainers are able to talk through your exact training requirements to develop your staff, based on your overall organisational Requirements.

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