Course overview



Course date

20-10-2022 to 21-10-2022



Course type


Course fee

(including 7% GST)

Member Total Fee : $616.32
Non-Member Total Fee : $770.40


UTAP Funding

Course Overview

Dealing with criticisms and objections from customers/colleagues requires specific communication skills. This workshop enables you to acquire these skills to assert appropriately and confidently at work. 

Course benefits

Learn to:

  • Disagree with others without getting aggressive
  • Deal with criticisms
  • Manage objections
  • Handle upset customers
  • Diffuse anger
  • Apologise appropriately
  • Say no without offending others
  • Listen actively

Course outline

  • What is Assertiveness?
    • What it means to be assertive
    • Why people tend to be passive
  • Patterns in Behaviour
    • Body language in assertiveness
    • Cultural differences and their impact on assertiveness
  • Active Listening Skills
    • Why we need to listen actively ?
    • Listening actively
  • Managing Conflict
    • Working towards a win-win approach
  • Learning to be Assertive
  • Knowing what you want
  • Setting limits
  • Respecting the rights of others
  • Knowing when to let go  
  • Skills in being Assertively
    • Types of assertiveness techniques and when to use them
    • Skills practice using work-related situations

Learning Features

An interactive course that involves group work, individual and group exercises, video discussions, case studies and role play based on work-related situations.


2 days

Course runs

Date Time Venue Registration Closing Date Register
20-10-2022 to
09.00 - 17.00 SIM Management House 06-10-2022

Who should attend?

(Level 1) Admin & Support

(Level 2) Supervisor, Executive, & Emerging Managers

Programme leader

Gaik Lim is a highly experienced and highly-rated trainer with over 20 years of professional and personal experience. She enjoys training and brings to her programmes interesting experiences gained from her work with corporations in the private and public sectors. Given her vast experiences, she hosted formal dinner and functions for ambassadors, diplomats and top senior corporate executives in various countries. With her enthusiasm and intense interest in her training programmes, Gaik stood out and is one of the recipients of the SIM’s Top 10 Trainers 2015. Gaik also conducts her training programmes in Hong Kong, Korea, Australia, Malaysia, Thailand and Brunei. 

Course fee

Programme Fee Amount (including 7% GST) Remarks
Member Total Fee $616.32 -
Non-Member Total Fee $770.40 -
Early Bird Discount 10% Read Terms & Conditions

Programme Executive In Charge : Kho Mei Yen

Telephone number : 6248 6137

Email :

Non-members are welcome to sign up for SIM membership to enjoy the discounted rate.

To register for the programmes now, select the preferred programme run-dates below through the register icon.