Trainers' Library Portal

Handling Customers Assertively

Time required:

30 minutes.

What it does:

What is the difference between Assertive Behaviour and more Passive or Aggressive approaches? This activity explores those differences and gives your team a chance to share their ideas about how to deal assertively with customers.

flagThis activity is suitable for remote delivery.

You will need:

Each of your participants will need a copy of both handouts. The PowerPoint is designed to support your delivery of the session.

Before running this team activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for a member of your team to take.

In a nutshell:

Building effective working relationships with customers is a big challenge. Can your team think on their feet and identify assertive coping strategies for different situations?