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Making sure your behaviour and communication is assertive is invaluable in the workplace. But there is a fine line between non-assertive behaviour, assertive behaviour and aggression. Learning how to understand the impact of your behaviours on others and yourself will make it far easier for you to do your job, to get others to perform for you and to enhance your relationships both within and outside the organisation. Use The to demonstrate the benefits of assertive communications in a wide range of workplace situations. It will help your people to recognise and respond appropriately to the three broad styles of behaviour within assertiveness: non-assertive, aggressive and assertive. Not only will this increase their self-awareness of their own behaviours, but it will also give them the skills to deal confidently and professionally with colleagues and customers. Contains CD-ROM Author: Joanna Gutmann Pages: 242 'OK to copy' pages:128 Contents 1. Rights in assertiveness To enable delegates to identify the rights they give themselves and other in the context of assertiveness. This session, together with Session 2 forms the basis ofallwork on assertiveness. 2. Behaviour styles To enable delegates to identify the behaviour characteristics of themselves and others. This session, together with Session 1, forms the basis ofallwork on assertiveness. 3. Handling aggressive behaviour To enable participants to behave assertively in the face of aggressive behaviour. Forallstaff who wish to increase their assertive skills. 4. Dealing with non-assertive behaviour To enable participants to recognise non-assertive behaviour and to deal with it assertively. For staff who wish to develop their assertive skills. 5. Customer care To enable participants to guide their staff in communicating assertively with customers. For staff who manage front-line staff. Many front-line staff will also benefit from participating in this session although trainers may opt for ending the session after the identification of knowledge, skills and attributes and/or linking it to another session, for example Session 17, Handling anger. 6. Making and refusing requests To enable participants to make requests in a clear and direct manner. To enable participants to refuse requests in a polite but firm manner. For staff who wish to increase their assertiveness skills. 7. Asserting yourself in meetings To enable participants to contribute effectively to meetings. For staff who have to attend meetings and wish to be able to contribute effectively to the direction and decisions of those meetings. 8. The assertive chairperson To enable participants to chair meetings in a professional and effective manner. Forallstaff who currently chair meetings of any size or who are likely to do so in the future. 9. Criticism To enable participants to give and receive criticism in an assertive manner. Forallstaff who wish to improve their assertiveness skills. 10. Time management To help participants improve their use of time. For staff for whom interpersonal dealings comprise a large percentage of the working day. 11. Tackling interpersonal problems - a model approach To enable participants to adopt a calm and assertive approach to problems with the behaviour of others. For staff who wish to improve their assertive skills and open up channels of communication in difficult circumstances. 12. Handling responses to the model To enable participants to prepare for possible responses to their model and to react assertively. For staff who wish to improve their assertiveness skills and develop their use of models for handling interpersonal problems. 13. The assertive team To enable teams to improve their communication skills and increase their effectiveness. For any team who are either working on a specific project or whose job requires them to be together on a day-to-day basis. The teams can be either vertical (for example, Sales Manager, Sales Representatives, Administration Staff) or horizontal (f

Making sure your behaviour and communication is assertive is invaluable in the workplace. But there is a fine line between non-assertive behaviour, assertive behaviour and aggression. Learning how to understand the impact of your behaviours on others and yourself will make it far easier for you to do your job, to get others to perform for you and to enhance your relationships both within and...

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