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Program Objectives   Understand the philosophy of    being assertive.   Recognize the differences between being    asser...
AChallenge   Please write a One Sentence           Definition of     A S S E R T I V E N E S S.                           ...
Definition of      AssertivenessAn honest, direct, and appropriate     expression of ones feelings,        thoughts, and b...
Test Your Assertiveness (1 of3)      Can you express negative feelings        about other people and their behaviors     ...
Test Your Assertiveness (2 of3)      Do you have the confidence to ask        for what is rightfully yours?      Can you...
Test Your Assertiveness (3 of3)      Are you able to refuse unreasonable        requests from friends, family, or co-    ...
Why Assertiveness IsImportant? communication brings   Effective      about the achievement of      individual and/or shar...
The Myths AboutAssertiveness feelings and rights are    Other people’s      more important than yours.           You wil...
Assertive Rights the right to be assertive.  You have You have the right to request that others   change their behavior ...
Remember  ´ You do not live in isolation.  ´ Your actions impact everyone.  ´ You are in control of your behavior.  ´ Your...
What’s Keeping You From BeingAssertive?   ´ Fear of change.   ´ Refusal to admit their submissiveness.   ´ Fear of ruining...
Have You Ever Felt…   … guilty about saying “no”?   … that others regard you as a pushover?   … that it’s better to be wel...
Sound Familiar?             If any of these things sound like             you, it means you are probably             exhib...
A Caution            While assertiveness is a key factor            in enhancing quality of work life,            group dy...
WiseWords yourself:  Ask   1. How important is being assertive in this      particular situation?   2. What will you think...
What Assertiveness Is     Respect for yourself and others.     Honestly expressing your      thoughts, feelings, and bel...
What Assertiveness Is Not     It is important to remember that      assertiveness is not      aggressiveness or selfishne...
Aggressiveness Is   Inappropriately expressing your    thoughts, feelings, and beliefs in a way    that violates other pe...
Are You Aggressive? (1 of 2)     Do you become abusive, whether it      be verbal or physical, when      criticizing othe...
Are You Aggressive? (2 of 2)     Do you brag or exaggerate your      achievements?     Do you ignore the rights and     ...
Acting Unassertiveness Is     Acting in an indirect or passive      manner.     Permitting others to take advantage     ...
Are You Unassertive? (1 of 2)    Do you feel guilty standing up for      your fights or expressing your      feelings?   ...
Are You Unassertive? (2 of 2)    Do you have trouble saying “no” to      people?    Are you unable to ask other people t...
Assertiveness vs.Authority “pull rank”? Should you    If you use effective communication      skills, assertiveness and s...
More Words to theWise Don’t use these cautions  o        as an excuse to perpetuate        unassertive behavior.    o   Mo...
What Would YouSay? Joan is at a meeting where the topic  ®       is the profitability of the project she’s       been work...
What Would YouSay? The copier has been broken for two  ®       days. Sam asked the secretary to call       in for repairs ...
What Would YouSay? Bob is in line at the deli counter waiting  ®       to be served. His number is about to be       calle...
What Would You Say?  ® Judy’s boss asks her to go on an    important business trip which will    carry over into the weeke...
What Would YouSay? George is next in line to buy tickets  ®       in a crowded movie theatre lobby.       Just as his turn...
What Did YouSay? Do you think that these  Q:       were appropriate and       effective ways to       handle the situation...
A PassivePerson people usually: Passive    Speak softly and hesitantly.    Use fillers like “uh” and “um.”    Avoid eye...
Should I UseForce?     Passiveness is clearly not conducive       to ascertaining your personal rights,       but you don’...
An AggressivePerson on others’ rights, using fear and Infringes intimidation to get what he or she wants. Aggressive peopl...
An AssertivePersonhis or her own rights in a positive, Asserts open, honest, and self-confident manner. Assertive people u...
Several  Tips   Be cognizant of your expression.    Do not act hastily or in anger.    Remain calm, cool, courteous &  ...
Six Personality     Types H am sters.          Dreamers. Invisib le Beings.   Whiners. Pit-b u lls.         Mutes.        ...
Hamsters Do good work, get respect, BUT get nowhere when it comes to career advancement. Where do all their efforts go? Th...
InvisibleBeings      They do good work            BUT nobody knows it.             Their unassertiveness            lets o...
Pit-bulls overly aggressive Their behavior gets in the way of their success at work. They may be good workers, but the dis...
Dreamers             Day-dreaming      shows a lack of self control   that keeps them from advancing.       Work that they...
Whiners They constantly complain about exactly what they don’t like, yet expect others to speak up and change the situatio...
Mutes      They have a problem       saying “no” and, for       that matter, much of       anything at all.       They tak...
Nine Types Of Assertive Response     Disagree in both a passive and active      manner depending on the situation.       ...
Nine Types Of Assertive Response      Be reasonable when you are in a       discussion with others without letting       ...
Nine Types Of Assertive Response     Accept compliments graciously without      feeling embarrassed or the need to      d...
Are You Assertive at theWorkplace? you do your job well       Then          while maintaining your rights          and ful...
Developing to Your FullAssertive Potential   ² Inside everyone, there’s an                 assertive person       trying  ...
Tension atWork             Page 50
Relax! By controlling tension you will also control the possibilities of outbursts and unnecessary or unproductive anger. ...
Relaxing    TechniquesTried and true methods are best…   Remember to keep on breathing!   Inhale, count to 10, exhale, r...
Heading Tension Off At The Pass                 Finding appropriate                  ways to deal with:                   ...
What To Do When ConfrontedWith a Problem        Get a Grip      Controlling your  emotions is the first step   to helping ...
What To Do When ConfrontedWith a Problem      Reach for Logic    Examine the situation   carefully and make sure    you ha...
What To Do When ConfrontedWith a Problem    Don’t Keep a Lid On It    Procrastination will only      make it worse. Pent-u...
What To Do When ConfrontedWith a Problem    Don’t Take It So Hard          Remember to keep    perspective when things get...
In Dealing With     Conflicts Deal with the situation    immediately. Listen carefully. Sort out the facts from the    ...
In Dealing With     Conflicts Ask questions. Compliment the individual/group for    having the courage to bring this to ...
If You Have A   Grievance the situation      Deal with         immediately.        Be prepared to listen.        Avoid ...
Who’s AfraidOf...   The only thing   someone should   fear is missing   opportunities by   continuing to   worry and feed ...
Making the FirstMove Overcoming the Fear of Being Assertive:   Concentrate.   Make eye contact.   Be tactful and honest.  ...
Interpersonal Skills atWork Avoid misunderstanding        which can lead to frustration.        Being assertive means bein...
Keys to More Power! Increased assertiveness leads to increased powerful verbal communication. The Keys to Communication:  ...
VerbalCommunication “uh” and “um”     Avoid fillers like     and diminutives like “little,” “only”     and “just.”     Don...
Non-VerbalCommunication    Be aware of gestures and body       language.       Always maintain good posture.       Make su...
WrittenCommunication clear.     Be concise and     Use specific and simple language.     Use the active voice when writing...
Communication is aGoal Aspects of Good Other Communication:   Ã   Listening well.   Ã   Controlling your emotions.   Ã   L...
Tips on ListeningWell an Active Listener: Being    Paraphrase what the speaker    has said.    Maintain eye contact and   ...
Controlling Your Emotions (1 of2)     1. Breathe, relax, and remain        calm.     2. Realize demonstrations of        a...
Controlling Your Emotions (2 of2)     4. Consider the other party’s        viewpoint and emotions.     5. Don’t make accus...
Four Steps To Saying “No” (1 of 2) 1. Listen to the request - Make sure    you understand the request    completely before...
Four Steps To Saying “No” (2 of2)     1. Give a reason for your refusal –        Without giving a reason, you may        c...
Use “I” Statements (1 of4)     Three Parts:          1. Behavior                    1. Effect                        1. Fe...
Use “I” Statements (2 of4)     Three Parts:          1. Behavior              What it is exactly, that the other          ...
Use “I” Statements (3 of4): Three Parts:     1. Effect        What it happening because of        their behavior.         ...
Use “I” Statements (4 of4): Three Parts:     1. Feelings        What effect does their behavior        have on your feelin...
Letting Other People KnowHow You Feel     While remaining cool     and collected, try to     explain your point of     vie...
Making AssertiveStatements your wants, needs and     Describe      intentions to other people.     Use terms like “I wan...
Communicate Assertively/i   Broken Record . Skills                      r Empathetic Assertion.i   Fogging.             t ...
MoreTips Communicating a request for change to          another person is probably one of the       hardest tasks for the...
Requesting Change FromSomeone Else   1. Describe the situation.   2. Express your feelings on the subject.   3. Request a ...
The Criteria ofRequestingChange you use to request change from  The method  someone else should include the following  six...
The Criteria ofRequestingChange  o   You will not damage your relationship      with the person you are requesting      ch...
Don’t GetMad...       Anger may              seem like a              quick fix, but it              will get you        ...
Assertiveness is  More Than   Courage                   Page 86
Assertiveness is Also About  Setting limits.   Expressing your feelings.                               Page 87
“No” is Not a DirtyWord If something makes you feel uncomfortable  or if you feel the request is unreasonable,  then it is...
Don’t Go Down the Passiveor Aggressive Road            Passive   Assertive Aggressive      Use good communication to   tra...
FirstImpressions               Slouching, avoiding                  eye contact, and                  other self-effacing...
Keeping UpAppearances    Part of standing up for yourself     is standing up straight!    And remember to look ‘em in th...
It’s a Two-Way     Road be aware of the physical       Also        responses of others.If people areavoiding yourstare or ...
Taking the FirstStep     If you don’t like the way          you feel when you          behave a certain way,          know...
“Ajourney of a thousand miles mustbegin with   a single    step.”Chinese Proverb                  Page 94
Fears Which Block AssertiveBehavior  1. Fear of making mistakes.      Fear  2. Fear of displeasing others.  3. Fear of dis...
Reminder           Assertiveness =            Personal Authority            + Confidence in Your Skills            + Sense...
Start OutSmall       Master what you can manage              comfortably at first, then move               up to greater c...
You Can Change YourHabits   1. Identify what you want to change about         yourself.    2.   Set a goal.    3.   Contro...
“Natural abilities are likenatural plants, that need  pruning by study...”       Francis Bacon                            ...
“The Play’s theThing…”     A good way to enforce what you’ve     learned is to role-play. l   Practice and feedback are es...
Tips onAssertiveness Here are some communication skills that will help you convey an assertive attitude:    Be aware of y...
Tips onAssertiveness firm voice  Use a pleasant but    when communicating.  Be aware of your gestures and how   you hold...
Comfort Zone   Comfort level is the degree to    which you feel comfortable with    what is happening, while taking    in...
Time for theDiagnosticyou fare when it comes to   How do    behaving assertively? v Knowing where you are personally    ca...
Action Plan What are you   going totake action on?                  Start with the                  three easiest         ...
Action   Steps    List specific behaviors.   Be as systematic as possible.   Rank the behaviors in terms of their    co...
Action   Steps    Attach time limits to each behavior.   Repeat specific behavior until mastered.   Review all previous...
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Assertive Communication

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Assertive Communication

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Transcript of "Assertive Communication"

  1. 1. Page 1
  2. 2. Program Objectives Understand the philosophy of being assertive. Recognize the differences between being assertive and aggressive through exploration of personal reactions to given situations. Participate in role-playing exercises to practice the tenets of being assertive. Instill in participants the courage to be assertive -- in the most appropriate and effective way. Page 2
  3. 3. AChallenge Please write a One Sentence Definition of A S S E R T I V E N E S S. Page 3
  4. 4. Definition of AssertivenessAn honest, direct, and appropriate expression of ones feelings, thoughts, and beliefs. Page 4
  5. 5. Test Your Assertiveness (1 of3)  Can you express negative feelings about other people and their behaviors without using abusive language?  Are you able to exercise and express your strengths?  Can you easily recognize and compliment other people’s achievements? Page 5
  6. 6. Test Your Assertiveness (2 of3)  Do you have the confidence to ask for what is rightfully yours?  Can you accept criticism without being defensive?  Do you feel comfortable accepting compliments?  Are you able to stand up for your rights? Page 6
  7. 7. Test Your Assertiveness (3 of3)  Are you able to refuse unreasonable requests from friends, family, or co- workers?  Can you comfortably start and carry on a conversation with others?  Do you ask for assistance when you need it ? A “yes” response to the questions indicates an assertive approach. Page 7
  8. 8. Why Assertiveness IsImportant? communication brings  Effective about the achievement of individual and/or shared goals.  Assertiveness increases your ability to reach these goals while maintaining your rights and dignity. Page 8
  9. 9. The Myths AboutAssertiveness feelings and rights are  Other people’s more important than yours.  You will offend other people by being assertive.  You are not important enough to express your feelings and rights. Page 9
  10. 10. Assertive Rights the right to be assertive. You have You have the right to request that others change their behavior if they are infringing on your rights. You have the right to use your own time to answer questions. You have the right to express your needs even if they are illogical.  Be aware that there are responsibilities attached to all these rights! Page 10
  11. 11. Remember ´ You do not live in isolation. ´ Your actions impact everyone. ´ You are in control of your behavior. ´ Your response to a situation must be guided by ascertaining your rights and responsibilities and following through. Page 11
  12. 12. What’s Keeping You From BeingAssertive? ´ Fear of change. ´ Refusal to admit their submissiveness. ´ Fear of ruining relationships if you speak your mind. ´ Lack confidence in your ability. Page 12
  13. 13. Have You Ever Felt… … guilty about saying “no”? … that others regard you as a pushover? … that it’s better to be well liked than well respected? … that outbursts of anger are appropriate? … that intimidation is the only way you can get what you want? Page 13
  14. 14. Sound Familiar? If any of these things sound like you, it means you are probably exhibiting non-assertive behavior. Realize that you are not alone. Non- assertive behavior is very common in the workplace. Page 14
  15. 15. A Caution While assertiveness is a key factor in enhancing quality of work life, group dynamics, and interpersonal climate, it is not always appropriate. Q: How can you tell? A: Tailor your response to the situation. Page 15
  16. 16. WiseWords yourself: Ask 1. How important is being assertive in this particular situation? 2. What will you think of yourself if you are not assertive now? 3. What are the consequences of assertive behavior? 4. Do the costs of this behavior outweigh the benefits? Page 16
  17. 17. What Assertiveness Is  Respect for yourself and others.  Honestly expressing your thoughts, feelings, and beliefs.  Effectively influencing, listening, and negotiating with others. Page 17
  18. 18. What Assertiveness Is Not  It is important to remember that assertiveness is not aggressiveness or selfishness.  Being assertive does not involve humiliating or abusing other people and their rights.  Being assertive does not mean violating the rights of others or gaining at the expense of some one else’s loss. Page 18
  19. 19. Aggressiveness Is  Inappropriately expressing your thoughts, feelings, and beliefs in a way that violates other people’s rights.  Achieving your goal by not allowing others the freedom to choose.  Completely disrespecting others whether it be in an active or passive method. Page 19
  20. 20. Are You Aggressive? (1 of 2)  Do you become abusive, whether it be verbal or physical, when criticizing others?  Do you purposely make others feel like they are incompetent or unimportant?  Do you make unreasonable demands of other people? A “yes” answer to any of the questions may indicate aggressive behavior. Page 20
  21. 21. Are You Aggressive? (2 of 2)  Do you brag or exaggerate your achievements?  Do you ignore the rights and feelings of other people?  Do you aim to get your way at all costs?  Do you often dominate conversations with others? Page 21
  22. 22. Acting Unassertiveness Is  Acting in an indirect or passive manner.  Permitting others to take advantage of you by violating your rights.  Thinking that you and your needs are inferior to others and their needs. Page 22
  23. 23. Are You Unassertive? (1 of 2)  Do you feel guilty standing up for your fights or expressing your feelings?  Are you unable to recognize and acknowledge your strengths?  Are you uncomfortable with starting or carrying on a conversation?  Do you rarely stand up for yourself? Page 23
  24. 24. Are You Unassertive? (2 of 2)  Do you have trouble saying “no” to people?  Are you unable to ask other people to perform reasonable requests for you?  Do you feel that you let other people take advantage of you? A “yes” answer to any of the questions may indicate unassertive behavior. Page 24
  25. 25. Assertiveness vs.Authority “pull rank”? Should you  If you use effective communication skills, assertiveness and self confidence, most situations may be resolved.  However, using your authority is legitimate as a secondary option. Page 25
  26. 26. More Words to theWise Don’t use these cautions o as an excuse to perpetuate unassertive behavior. o More often than not, assertiveness is appropriate to the situation and you should not hesitate in applying it. Page 26
  27. 27. What Would YouSay? Joan is at a meeting where the topic ® is the profitability of the project she’s been working on for three months straight. She has not said a word in the past hour. Suddenly she jumps up and accuses the boss of deliberately canceling the project based on personal dislike. Page 27
  28. 28. What Would YouSay? The copier has been broken for two ® days. Sam asked the secretary to call in for repairs several times with no effect. He says nothing and ends up calling it in himself. After all, he thinks, she’s probably too busy typing up that memo he gave her this morning. Page 28
  29. 29. What Would YouSay? Bob is in line at the deli counter waiting ® to be served. His number is about to be called next. Suddenly, a woman steps in front of him and places her order. Bob vociferously complains about the deli worker and the woman, exclaims he will never shop there again, tosses his ticket, and stalks off. Page 29
  30. 30. What Would You Say? ® Judy’s boss asks her to go on an important business trip which will carry over into the weekend of her sister’s wedding. Judy feels she can’t refuse her boss and plans on sending her spouse to the wedding in her place. Page 30
  31. 31. What Would YouSay? George is next in line to buy tickets ® in a crowded movie theatre lobby. Just as his turn comes up, a man cuts in front of him and requests tickets. George meekly steps back to allow the man room and hopes he gets waited on next. Page 31
  32. 32. What Did YouSay? Do you think that these Q: were appropriate and effective ways to handle the situations? A: The answer is probably “no.” Reactions like these usually cause more problems than they solve. Page 32
  33. 33. A PassivePerson people usually: Passive  Speak softly and hesitantly.  Use fillers like “uh” and “um.”  Avoid eye contact.  Allow other people in their personal space. Page 33
  34. 34. Should I UseForce? Passiveness is clearly not conducive to ascertaining your personal rights, but you don’t need to go to the other extreme to be assertive. You don’t have to be forceful to be assertive. Soft-spoken people can be assertive too! There is no one way to be assertive correctly, but there are things to avoid. Page 34
  35. 35. An AggressivePerson on others’ rights, using fear and Infringes intimidation to get what he or she wants. Aggressive people often: w Raise their voices when they lose control. w Shout and use accusatory language like “You should” and “You must.” w Stare people down and may invade other people’s personal space physically. Page 35
  36. 36. An AssertivePersonhis or her own rights in a positive, Asserts open, honest, and self-confident manner. Assertive people usually: 5 Speak calmly and confidently. 5 Notify other people of their feelings with statements starting with “I think” and “I feel.” 5 Maintain eye contact, have good posture and are poised and in control. Page 36
  37. 37. Several Tips  Be cognizant of your expression.  Do not act hastily or in anger.  Remain calm, cool, courteous & collected.  Avoid making mountains out of molehills.Following these simple suggestions will presentyou as someone who is confident & optimistic --as opposed to someone who is hostile and angry. Page 37
  38. 38. Six Personality Types H am sters. Dreamers. Invisib le Beings. Whiners. Pit-b u lls. Mutes. Page 38
  39. 39. Hamsters Do good work, get respect, BUT get nowhere when it comes to career advancement. Where do all their efforts go? They may be assertive for the organization they work for, but fall short when it comes to standing up for themselves. Page 39
  40. 40. InvisibleBeings They do good work BUT nobody knows it. Their unassertiveness lets others take credit for their achievements and that leaves them out of the limelight. Page 40
  41. 41. Pit-bulls overly aggressive Their behavior gets in the way of their success at work. They may be good workers, but the disruption and tension they create makes them disliked and puts them on the defensive. Page 41
  42. 42. Dreamers Day-dreaming shows a lack of self control that keeps them from advancing. Work that they eventually turn in is acceptable. This lack of focus may indicate low self-esteem. Page 42
  43. 43. Whiners They constantly complain about exactly what they don’t like, yet expect others to speak up and change the situation. They do nothing to affect the change themselves, no matter how much taking decisive actions would help remedy their complaints. Page 43
  44. 44. Mutes They have a problem saying “no” and, for that matter, much of anything at all. They take everything that’s given, whether they like it or not, and their passivity makes them over-worked and stressed. Page 44
  45. 45. Nine Types Of Assertive Response  Disagree in both a passive and active manner depending on the situation.  Always ask for answers when you have questions regarding any issues even when it is with a person of authority.  Let other people understand more about you – let them share your thoughts and experiences. Page 45
  46. 46. Nine Types Of Assertive Response  Be reasonable when you are in a discussion with others without letting them dominate the interaction.  Say “no” to any requests you are uncomfortable with or feel is unreasonable.  Always look directly into the eyes of the person you are talking to. Page 46
  47. 47. Nine Types Of Assertive Response  Accept compliments graciously without feeling embarrassed or the need to depreciate yourself.  Be friendly and sincere with the people you would like to know better; give them a chance to get to know you.  Insist on being treated fairly and justly – never let others take advantage of you. Page 47
  48. 48. Are You Assertive at theWorkplace? you do your job well Then while maintaining your rights and fulfilling your responsibilities. Don’t worry if you don’t fit into this category yet … There’s still hope! Page 48
  49. 49. Developing to Your FullAssertive Potential ² Inside everyone, there’s an assertive person trying to get out. ² What’s keeping you back? Page 49
  50. 50. Tension atWork Page 50
  51. 51. Relax! By controlling tension you will also control the possibilities of outbursts and unnecessary or unproductive anger. Page 51
  52. 52. Relaxing TechniquesTried and true methods are best…  Remember to keep on breathing!  Inhale, count to 10, exhale, repeat... 52 Page
  53. 53. Heading Tension Off At The Pass Finding appropriate ways to deal with: O Conflicts p Grievances Page 53
  54. 54. What To Do When ConfrontedWith a Problem Get a Grip Controlling your emotions is the first step to helping solve, rather than magnify, this problem assertively. Page 54
  55. 55. What To Do When ConfrontedWith a Problem Reach for Logic Examine the situation carefully and make sure you have a handle on all the facts. Look to see if you are in fact also contributing to the situation. Page 55
  56. 56. What To Do When ConfrontedWith a Problem Don’t Keep a Lid On It Procrastination will only make it worse. Pent-up frustrations could lead to unwanted explosions that may be more problematic than the original situation. Page 56
  57. 57. What To Do When ConfrontedWith a Problem Don’t Take It So Hard Remember to keep perspective when things get sticky, and don’t take things personally. It will only increase your emotional involvement and hamper your ability to resolve the situation. Page 57
  58. 58. In Dealing With Conflicts Deal with the situation immediately. Listen carefully. Sort out the facts from the emotional content. Avoid being defensive. Page 58
  59. 59. In Dealing With Conflicts Ask questions. Compliment the individual/group for having the courage to bring this to your attention. Respond calmly and clearly. Offer alternatives. Page 59
  60. 60. If You Have A Grievance the situation  Deal with immediately.  Be prepared to listen.  Avoid being emotional.  Avoid putting the other person on the defensive.  Be prepared and know the facts.  Remain calm.  Have the courage to be assertive. Page 60
  61. 61. Who’s AfraidOf... The only thing someone should fear is missing opportunities by continuing to worry and feed passive attitudes. Page 61
  62. 62. Making the FirstMove Overcoming the Fear of Being Assertive: Concentrate. Make eye contact. Be tactful and honest. Remember who you’re with and tailor your discussion. Page 62
  63. 63. Interpersonal Skills atWork Avoid misunderstanding which can lead to frustration. Being assertive means being open and direct. ² Are your requests reasonable? ² Are your requests easy to understand? ² Are you sure you know what you want from other people? Page 63
  64. 64. Keys to More Power! Increased assertiveness leads to increased powerful verbal communication. The Keys to Communication: 5 Verbal 5 Non-verbal 5 Written Page 64
  65. 65. VerbalCommunication “uh” and “um” Avoid fillers like and diminutives like “little,” “only” and “just.” Don’t use “I’m sorry” if you’re not sincere or if the situation doesn’t call for it. Always keep in mind your tone and volume, and how think about how they may be perceived by others. Page 65
  66. 66. Non-VerbalCommunication Be aware of gestures and body language. Always maintain good posture. Make sure to allow for comfortable personal space between you and the person you’re communicating with. Page 66
  67. 67. WrittenCommunication clear. Be concise and Use specific and simple language. Use the active voice when writing, and remember to be inclusive and aware of your audience. Page 67
  68. 68. Communication is aGoal Aspects of Good Other Communication: Ã Listening well. Ã Controlling your emotions. Ã Letting people know how you feel. Ã Making assertive statements. Page 68
  69. 69. Tips on ListeningWell an Active Listener: Being Paraphrase what the speaker has said. Maintain eye contact and verbally encourage the speaker. Ask informative and clarifying questions. Page 69
  70. 70. Controlling Your Emotions (1 of2) 1. Breathe, relax, and remain calm. 2. Realize demonstrations of anger, shouting, and threats are never appropriate. 3. Use neutral, non-judgmental statements. Page 70
  71. 71. Controlling Your Emotions (2 of2) 4. Consider the other party’s viewpoint and emotions. 5. Don’t make accusatory statements-- blame is usually a dead-end road. 6. Check yourself before you say something you’ll regret later on. Page 71
  72. 72. Four Steps To Saying “No” (1 of 2) 1. Listen to the request - Make sure you understand the request completely before coming to a hasty conclusion. Ask questions if you need any clarification. 2. Say no immediately - You do not need to justify your decision. If you start doing so, you will be prolonging the conversation unnecessarily. Page 72
  73. 73. Four Steps To Saying “No” (2 of2) 1. Give a reason for your refusal – Without giving a reason, you may come off as uncooperative or hostile. A clear and honest reason will be sufficient, you do not need to argue with the other party. 2. Offer to find an alternative – Let the other party know that you will try to help them but you are unable to perform the entire request. Page 73
  74. 74. Use “I” Statements (1 of4) Three Parts: 1. Behavior 1. Effect 1. Feelings Page 74
  75. 75. Use “I” Statements (2 of4) Three Parts: 1. Behavior What it is exactly, that the other person has done or is doing. Page 75
  76. 76. Use “I” Statements (3 of4): Three Parts: 1. Effect What it happening because of their behavior. Page 76
  77. 77. Use “I” Statements (4 of4): Three Parts: 1. Feelings What effect does their behavior have on your feelings? Page 77
  78. 78. Letting Other People KnowHow You Feel While remaining cool and collected, try to explain your point of view. Use terms like “I feel” and “I think” rather than “It should be” or “It must.” Page 78
  79. 79. Making AssertiveStatements your wants, needs and  Describe intentions to other people.  Use terms like “I want,” “I need,” and “I plan to.” Page 79
  80. 80. Communicate Assertively/i Broken Record . Skills r Empathetic Assertion.i Fogging. t Simple Assertion.i Free Inform ation. . Self-Disclosure.. N egative Assertion. . Workable Compromise. Page 80
  81. 81. MoreTips Communicating a request for change to  another person is probably one of the hardest tasks for the newly assertive person.  Using the following technique may help someone get through those first tough spots when it comes to difficult situations. Page 81
  82. 82. Requesting Change FromSomeone Else 1. Describe the situation. 2. Express your feelings on the subject. 3. Request a behavior change. 4. State the positive consequences of changed behavior. Use this template as your guide when dealing with sticky situations. Page 82
  83. 83. The Criteria ofRequestingChange you use to request change from The method someone else should include the following six criteria. o A good chance that the person you are requesting change from will change. o You will not violate the rights of others. o You will not be-little other people’s self-esteem. Page 83
  84. 84. The Criteria ofRequestingChange o You will not damage your relationship with the person you are requesting change from. o You will not lessen the motivation of the other person. o You will not be defensive. Page 84
  85. 85. Don’t GetMad...  Anger may seem like a quick fix, but it will get you nowhere fast.  Yelling until you are blue in the face will only come back to haunt you later. Page 85
  86. 86. Assertiveness is More Than Courage Page 86
  87. 87. Assertiveness is Also About Setting limits. Expressing your feelings. Page 87
  88. 88. “No” is Not a DirtyWord If something makes you feel uncomfortable or if you feel the request is unreasonable, then it is your prerogative to refuse. Remember:  You are not saying “no” to the whole person, but only to part of the relationship which makes you feel uncomfortable.  “No” does not require an explanation. Page 88
  89. 89. Don’t Go Down the Passiveor Aggressive Road Passive Assertive Aggressive Use good communication to transmit your requests and feelings. Page 89
  90. 90. FirstImpressions  Slouching, avoiding eye contact, and other self-effacing mannerisms can show a lack of self confidence.  This kind of self- presentation can perpetuate a cycle of non-assertive behavior. Page 90
  91. 91. Keeping UpAppearances  Part of standing up for yourself is standing up straight!  And remember to look ‘em in the eye! Page 91
  92. 92. It’s a Two-Way Road be aware of the physical Also responses of others.If people areavoiding yourstare or shyingaway, slowdown. You maybe coming ontoo strong. Page 92
  93. 93. Taking the FirstStep If you don’t like the way you feel when you behave a certain way, know that you have the power to change it! Remember, the only behavior you can control is your own. Page 93
  94. 94. “Ajourney of a thousand miles mustbegin with a single step.”Chinese Proverb Page 94
  95. 95. Fears Which Block AssertiveBehavior 1. Fear of making mistakes. Fear 2. Fear of displeasing others. 3. Fear of disapproval. 4. Fear of appearing too masculine or too feminine. Page 95
  96. 96. Reminder Assertiveness = Personal Authority + Confidence in Your Skills + Sense of Purpose + Commitment to Goals Page 96
  97. 97. Start OutSmall Master what you can manage comfortably at first, then move up to greater challenges. Change is always gradual; it’s not immediate, but it’s not impossible either. Page 97
  98. 98. You Can Change YourHabits 1. Identify what you want to change about yourself. 2. Set a goal. 3. Control your fears and anxieties. 4. Aim for a success that is manageable at first. 5. Keep a record to monitor your progress. 6. Practice, practice, practice! Don’t lose sight of your goal, and remember that upkeep is a life- long commitment. Page 98
  99. 99. “Natural abilities are likenatural plants, that need pruning by study...” Francis Bacon Page 99
  100. 100. “The Play’s theThing…” A good way to enforce what you’ve learned is to role-play. l Practice and feedback are essential to discovering strengths and weaknesses, as is having a chance to try out your skills in a supportive forum. Page 100
  101. 101. Tips onAssertiveness Here are some communication skills that will help you convey an assertive attitude:  Be aware of your facial expression.  Always make eye contact.  Pay attention to what others are saying and let them know that you are listening. Page 101
  102. 102. Tips onAssertiveness firm voice  Use a pleasant but when communicating.  Be aware of your gestures and how you hold and present yourself.  Always ask questions when clarification is needed to avoid misunderstanding.  Look for ways to solve the problem so all parties are satisfied. Page 102
  103. 103. Comfort Zone  Comfort level is the degree to which you feel comfortable with what is happening, while taking into the situation, circumstances and relationship.  Whenever the comfort level is exceeded, “Speak Up”. Page 103
  104. 104. Time for theDiagnosticyou fare when it comes to How do behaving assertively? v Knowing where you are personally can help gauge how far you’ve come and how much farther you have to go. Page 104
  105. 105. Action Plan What are you going totake action on? Start with the three easiest items. Page 105
  106. 106. Action Steps List specific behaviors. Be as systematic as possible. Rank the behaviors in terms of their complexity or degree of difficulty. Rank the behaviors in terms of chronological order. Begin with the least difficult behavior. Advance to a more difficult behavior. Break difficult behavior down into several smaller behaviors. Page 106
  107. 107. Action Steps Attach time limits to each behavior. Repeat specific behavior until mastered. Review all previous behaviors. Advance to next most difficult behavior. Measure and evaluate. Keep records (preferably visual). Reinforce through reward and punishment. Use visual reminders (pictures, charts, etc.). Remember: (A small goal is enough!). Page 107
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