Health and Wellbeing
Listening Skills for Frontline Admin & Support Staff
Upset parents and short-tempered colleagues are easier to handle when you can stay calm, stay fair and say no without backing down.
- 43 minutes
- 8 modules
- 0.5 CPD hours
- Certificate
Members
14 days free, then £70 a year or £7 a month.
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What you'll learn
- Recognise how conflict builds, from the first knock to the pump
- Tell aggressive, passive and assertive responses apart, in yourself and others
- Say no, ask for clarity and buy time with polite, assertive phrases
- Plan ahead for the awkward conversations your role brings
- Close difficult conversations with an agreed next step
About this course
Problems at the front desk rarely arrive at a good time. A parent is angry about a change nobody explained, or a colleague wants help you haven't got time to give, and there's no chance to plan what to say.
Knowing how conflict builds helps you step in early. A bad morning is the knock, a throwaway comment is the wind-up, and before long you're pumping yourself up over nothing much. Once you can see it in yourself, you can see it in others. From there you'll learn the difference between aggressive, passive and assertive behaviour, with phrases for saying no, asking for clarity and buying yourself time ("I'll check and ring you back this afternoon"). A download collects them all.
Planning ahead helps too. Think through the awkward conversations your role brings before they happen, and end each one with a next step you've both agreed.
- For support staff. All phases.
8 modules
Open in order
- 5 min
Introduction
- 8 min
What do we mean by conflict?
- 6 min
Coping with stressful situations
- 4 min
Preventing conflict
- 5 min
Being assertive: Different types of behaviour
- 10 min
Practical ways to be assertive
- 3 min
Managing ourselves
- 6 min
Wrap up