When You Have to Say No...Diplomacy Skills for Front-Line Staff

This in-service workshop will help your staff:

• discuss the reasons why saying no is so difficult and identify those reasons that have personal significance

• learn strategies to decline requests without feeling guilty afterwards
• discuss and practice communication/interpersonal techniques useful to decline a task
• given simulated work situations, select an appropriate interpersonal response based upon the client, the task and the participant's own personality

Sometimes, a client’s needs just exceed the time you have—or what you’re allowed to do.  Yet, when you say no to a task, the client can become upset (and you probably don’t feel great about it either).  This workshop will discuss the reasons we feel guilty when we say no and introduce techniques that can make declining a task less difficult and stressful.

Frequently Asked Questions About This Session:

• How Long Is the Workshop?

         It can be delivered in 3-hours, or combined with another interpersonal skills topic for a six-hour session.

• Can It Be Customized to Address Specific Challenges Faced by Our Staff?

         Yes!  Our trainers will work with you to plan a session that meets the unique needs of your organization.

For more information, or to book this workshop, please call us at 416-246-3010 / 800-267-6272 ext. 229 or email us at info@capacitybuilders.ca.