Influencing Skills for IT Professionals

This one-day workshop will help you deal comfortably and confidently with the challenging behaviour of people you come into contact with, to your mutual satisfaction. The course develops personal effectiveness and confidence when dealing with customers on the telephone and face to face. In IS support functions, you often have to deal with the full range of your customers' emotions. Some are patient and understanding, but others, because they are being pressured, will put pressure on you. Whether they are impatient, aggressive, rude or sarcastic you still have to deal politely and professionally with them, and give them an excellent standard of service. Learn how to cope effectively and comfortably with those behaviours that you may currently find difficult to handle. This course will help you to be positive and constructive even when the other person is being very challenging. Through exercises, discussion, role-plays and feedback you will develop your own confident, influential and assertive personal style. This workshop forms one day of the RSM 'Inter-personal Skills for IT Professionals' programme, but may also be attended in isolation.

This course is available 'on demand' (minimum 2 students) for public presentations or for one-company, on-site presentations.

What you will learn

On successful completion of this course you will be able to:

  • identify the different styles of negotiation open to you
  • recognise assertive, aggressive and non-assertive behaviour and language
  • develop an assertive belief in yourself and use assertive language and behaviour
  • respond positively to aggressive or non-assertive behaviour from others.

Who Should Attend

All those who provide service within the IS/IT environment. This course is particularly appropriate for Service Desk/Help Desk personnel.




1 day

Fee (per attendee)

£450 (ex VAT)

Course Code



How to recognise aggressive, assertive and non-assertive behaviour

Developing an assertive belief in yourself and handle conflict

Projecting a positive image and saying 'No' politely

How to negotiate for what you want

Persuading and influencing.

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