Be a Stronger PA - The 2014 Assertiveness Workout


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Being assertive is vital at work, but it's easier said than done. Fortunately we're here to help! Get what you want (without rubbing people up the wrong way) to become a stronger, calmer and more efficient PA with the slides from our free PA Assertiveness Webinar, hosted by Lindsay Taylor and Ben Waldman.

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Be a Stronger PA - The 2014 Assertiveness Workout

  1. 1. Be a Stronger PA – The 2014 Assertiveness Workout 13th March 2014 Lindsay Taylor
  2. 2. 2) Set learning goals • Lindsay Taylor • Former PA • Associate Trainer with Reed • Believe in fun, down-to-earth, jargon- free learning that provides instantly usable skills Introduction & welcome
  3. 3. 1. Communicate assertively 2. Maintain boundaries 3. Master the art of saying “no” Stronger PAs ….
  4. 4. 1. Regarded as credible & professional 2. Boosts your self esteem 3. Saves you time & energy – efficiency & effectiveness Benefits ….
  5. 5. • Antagonist • Behaviour • Consequence ABC of Behaviour 2) Set learning goals Passive Assertive Aggressive
  6. 6. What is assertiveness? Question...
  7. 7. Assertiveness is ……. standing up for your own rights without violating the rights of others ?
  8. 8. Communication – the 3 Vs Verbal Vocal Visual
  9. 9. Verbal Assertiveness • Open, honest and to the point • “I” statements • Share your feelings • Acknowledging own rights, wants & needs • Ask questions of others to find out their wants & needs • Focus on problem solving and future
  10. 10. Vocal Assertiveness • Timing of speech is concise, putting own view forward and allowing others to have their say • Voice is relaxed, steady, firm • Evenly paced breathing • Place an emphasis on key words
  11. 11. Visual Assertiveness • Eye contact is gentle, direct, relaxed & where possible at same eye level • Posture is relaxed, upright, balanced • Face the other person at a distance acceptable to them • Body gestures are balanced and open • Facial expression is open, pleasant, relaxed
  12. 12. Introducing AIDA • Action: yesterday you missed the deadline for the monthly report • Impact: when this happens there is a knock on effect to me and people in other departments who cannot put their reports together until yours is complete • Desired Outcome: in the future could you strive to meet the deadline or let me know if you are having a problem meeting it and we can work something out • Agreement: what do you think?
  13. 13. The art of saying “no” 1. The “Final Word” No “Thank you for asking me - I would prefer not to do this. As I’m sure you will appreciate I have a deadline to meet for preparation of the management meeting packs.“
  14. 14. The art of saying “no” 2. The Rescheduling No “Whilst I can’t do it now, I could certainly help you later” Keep your promise. Make a diary note or set a reminder.
  15. 15. The art of saying “no” 3. The Problem Solving No “I’m not in a position to help you, have you considered phoning technical support?” Suggest an alternative solution
  16. 16. The art of saying “no” 4. The Negotiating No “If I help you with x, then I would really appreciate your help with y. Is this okay?” Tap into each other’s expertise and skill sets
  17. 17. The art of saying “no” 5. The Reprioritising No “I am happy to do this, however I will have to reprioritise my workload a bit. What would you suggest?”
  18. 18. The art of saying “no” 6. The “One Last Time” No “I know I’ve helped you in the past and I will help you again this time. As I’m sure you will appreciate, with my demanding workload my priorities need to be with xxx so from now on could I suggest you ask technical support or follow the printed procedures I have produced. Is that okay?”
  19. 19. 1. Communicate assertively 2. Maintain boundaries 3. Master the art of saying “no” Stronger PAs ….
  20. 20. Any questions?
  21. 21. 0800 170 7777