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Sales Skills Symposium 
& WORKSHOP 
Amelia Lee – October, 2014
Workshop Objectives 
• Introduction to Assertive Skill and Techniques 
• To provide an opportunity for you to practice Ass...
Continuum of Human Behavior
What does being Assertive Mean?
Assertiveness 
Assertiveness is the quality of being self-assured and confident 
without being aggressive. 
It is a form o...
Assertiveness 
Good News! 
Good Business practice 
It is a learnable skill
Assertiveness 
Assertiveness Advantages 
• Improved Personal and Team Performance 
• Improved Negotiation Skills 
• Improv...
Why are we not Assertive? 
Exercise
. 
Assertiveness 
Perhaps we believe in…. 
… don’t ask, it will be given 
… work hard and it will come 
… be polite, it’s ...
. 
Assertiveness 
Mutual needs 
PASSIVE
Passive, Assertive and Aggressive Behaviors 
Debrief Assertive Assessment – Exercise
Passive Behaviors 
Passive 
• Nervousness 
• Keeps distance 
• Hunched shoulders 
• Little or no eye contact 
• Smiles whe...
Passive 
Passive Communication 
• Quite or soft spoken 
• Pauses frequently as if not sure about the appropriateness of th...
Aggressive behavior 
Aggressive 
• Uses accusatory phrasing in their language. 
• Uses a lot of “I” statements. It is all ...
Aggressive Communication 
Non Verbal 
•Posture: Rigid, Tight fists, Clenched Teeth 
•Facial Expressions: Tight Jaw, Glanci...
Assertive Behavior 
Assertive 
• Composes sentences logically 
• Emotionally relaxed and reserved 
• Authentic 
• Good eye...
Assertive Communication 
Assertive Body Language 
• Posture: Upright, Relaxed, Open 
• Facial Expressions: Committed, Conc...
Assertiveness General Guidelines 
Be direct: 
Get to the point as clearly as possible and deliver it confidently 
Be brief...
Assertiveness General Guidelines 
Ask questions: 
Seek clarification and confirm understanding 
Make good eye contact: 
Ma...
Assertive Selling / Aggressive Selling 
Assertive vs. Aggressive behavior traits: 
• Results focused vs. lack of focus 
• ...
What Stops You from being more Assertive?
. 
Techniques for Assertive 
Behavior 
There are four basic techniques for assertive behavior: 
• Broken Record 
• “You Ma...
. 
Broken Record 
Situation: You are busy working on a project that is due today. A co-worker 
comes to you and ask you to...
. 
“You May Be Right” 
Situation: You find yourself in the midst of a discussion with your boss 
on the value of money as ...
. 
Straight Talk 
I want…….. + Because…….. The Total Process looks like this: 
1)Send message 
2)Be silent 
3)Active Liste...
. 
Straight Talk Practice 
A Co-worker keeps interrupting you while you are busy at work. These 
Interruptions are not onl...
. 
Three-Part “I” Messages 
Description 
Troublesome 
Behavior 
Disclosure 
of 
Feelings 
Effect it 
has 
on you 
+ + 
+ +...
. 
Three-Part “I” Message 
One of your Brand Ambassadors has not been getting out new product and 
is behind on the visual...
Case Studies
. 
Practice Assertiveness 
You realize one account consistently opts out of promotional programs. 
Once again, they have d...
. 
Practice Session 
Choose the following situations that you have found difficult to 
handle in the past:. 
• Disagreeing...
Situational Assertiveness
. 
Action Planning 
Consider How you will adopt a more Assertive Personality in the 
Areas of 1) Dealing with Others 2) Se...
Thank you – Questions?
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Assertiveness final

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Assertiveness final

  1. 1. Sales Skills Symposium & WORKSHOP Amelia Lee – October, 2014
  2. 2. Workshop Objectives • Introduction to Assertive Skill and Techniques • To provide an opportunity for you to practice Assertive Skills and provide feedback • Develop an action plan for future us
  3. 3. Continuum of Human Behavior
  4. 4. What does being Assertive Mean?
  5. 5. Assertiveness Assertiveness is the quality of being self-assured and confident without being aggressive. It is a form of behavior and mode of communication… . “…characterized by a confident declaration or affirmation of a statement without need of proof; this affirms the person's rights or point of view without either aggressively threatening the rights of another (assuming a position of dominance) or submissively permitting another to ignore or deny one's rights or point of view.”
  6. 6. Assertiveness Good News! Good Business practice It is a learnable skill
  7. 7. Assertiveness Assertiveness Advantages • Improved Personal and Team Performance • Improved Negotiation Skills • Improved Interpersonal Relationships • Business deals can often be settled • Reflects confidence • Indicates decisiveness • Empowers the individual
  8. 8. Why are we not Assertive? Exercise
  9. 9. . Assertiveness Perhaps we believe in…. … don’t ask, it will be given … work hard and it will come … be polite, it’s rude to give honest feedback It’s all about keeping the balance
  10. 10. . Assertiveness Mutual needs PASSIVE
  11. 11. Passive, Assertive and Aggressive Behaviors Debrief Assertive Assessment – Exercise
  12. 12. Passive Behaviors Passive • Nervousness • Keeps distance • Hunched shoulders • Little or no eye contact • Smiles when criticized • Frequent throat clearing • Overtly conscious of the implications of the conversation
  13. 13. Passive Passive Communication • Quite or soft spoken • Pauses frequently as if not sure about the appropriateness of the sentence • Eager to finish the conversation and move on • Hesitates or is slow in responding
  14. 14. Aggressive behavior Aggressive • Uses accusatory phrasing in their language. • Uses a lot of “I” statements. It is all about the person who is delivering the request. • Uses threatening language. There can be many “if” statements which lead to punishment if the request is not satisfied. For example, “If you don’t comply, I will …” • Delivers opinions as facts. • Uses sarcasm and mockery. • Uses forceful words such as “must”, and “will” frequently.
  15. 15. Aggressive Communication Non Verbal •Posture: Rigid, Tight fists, Clenched Teeth •Facial Expressions: Tight Jaw, Glancing, Frowning, Eye Squinting, Tense •Gestures: Pointing, Finger wagging, finger stabbing, Invading personal space, tense Verbal •Speech and Voice: Fast, Loud, Clipped, High pitched, Demanding, Opinionated
  16. 16. Assertive Behavior Assertive • Composes sentences logically • Emotionally relaxed and reserved • Authentic • Good eye contact without seeming to want to demean • Thinks through the request and has an obvious solid structure to the reasoning. • Uses clear and concise statements. The receiving end has no problem understanding what is wanted of them. • Cares about the opinion of others and is willing to compromise as necessary to achieve the higher aim • “I” statements are present but are used sparingly when appropriate.
  17. 17. Assertive Communication Assertive Body Language • Posture: Upright, Relaxed, Open • Facial Expressions: Committed, Concerned, Interested, Responsive • Speech and Voice: Direct, Relaxed, Friendly, Well Moderated, Not strained • Gestures: Open, Hands not raised above elbow, Parallel shoulders
  18. 18. Assertiveness General Guidelines Be direct: Get to the point as clearly as possible and deliver it confidently Be brief: Less is more. Don’t confuse the other person by extra details or vague conservative requests. Deliver your request and stop Provide reasons: To support your requests, provide a number of rational reasons. Make sure to present concise reasons directly related to your request
  19. 19. Assertiveness General Guidelines Ask questions: Seek clarification and confirm understanding Make good eye contact: Make eye contact appropriate for the culture, always with a friendly gaze and never seeming to demean. Keep good posture and body positioning: Don’t seek to dominate or to subjugate yourself. Keep an open posture at angle to the listener.
  20. 20. Assertive Selling / Aggressive Selling Assertive vs. Aggressive behavior traits: • Results focused vs. lack of focus • Enthusiastic vs. shows indifference; not excited • Honest vs. unable to trust • Courageous vs. afraid of rejection • Understanding vs. lack of empathy or compassion • Committed to growth vs. uncommitted to change or growth • Respectful vs. shows lack of respect (360 Solutions)
  21. 21. What Stops You from being more Assertive?
  22. 22. . Techniques for Assertive Behavior There are four basic techniques for assertive behavior: • Broken Record • “You May be Right”! • Straight Talk • Three-part “I” Message
  23. 23. . Broken Record Situation: You are busy working on a project that is due today. A co-worker comes to you and ask you to join him/her for lunch: Co-Worker: “He, why don’t you join me for lunch today? You: “I’d love to, but I can’t. I have a two o’clock deadline to meet” Co-Worker: “You’ll be back on time. Don’t worry so much; it will get done.” You: “I’d love to, but I really can’t. I have a two o’clock deadline. Co-Worker : “But everyone will be there. The department is going” You: “I’d love to, but I can’t” Co-Worker: “Okay, maybe you’ll join us next time.” You: “Sure, I’d like that. Thanks.”
  24. 24. . “You May Be Right” Situation: You find yourself in the midst of a discussion with your boss on the value of money as a motivator for today’s employees and sense the conversation is getting heated. You fear the situation, if it escalates, may jeopardize your relationship
  25. 25. . Straight Talk I want…….. + Because…….. The Total Process looks like this: 1)Send message 2)Be silent 3)Active Listen 4)Resend Message 5)Repeat steps 1 – 3 as needed 6)Once you hear a willingness from the other to change or comply, show appreciation (i.e. Thank you!)
  26. 26. . Straight Talk Practice A Co-worker keeps interrupting you while you are busy at work. These Interruptions are not only annoying, but you find yourself unable to get Back into what you were doing. What would you say? I want: Because:
  27. 27. . Three-Part “I” Messages Description Troublesome Behavior Disclosure of Feelings Effect it has on you + + + + When you….. I Feel…… Because…… (Guttman Development Strategies)
  28. 28. . Three-Part “I” Message One of your Brand Ambassadors has not been getting out new product and is behind on the visual guidelines consistently. You have asked them before to follow the guidelines and have showed them several times, every time you visit this account our Brand Standards are compromised. You are upset and angry, and you want to avoid such embarrassment in the future by ensuring the visual standards are completed on time and represent the Brand in a positive way. When you…………….. I feel……………………….. Because……………………….
  29. 29. Case Studies
  30. 30. . Practice Assertiveness You realize one account consistently opts out of promotional programs. Once again, they have decided not to buy into this season’s promotional offering. They are currently down 10% from last years sales and 30% off projected plan for the year. Your Assertive Response: A Brand Ambassador fails to maximize the consumer experience by clearly discovering the customer/s needs and adding on appropriate items. When you recommend they take advantage of specific eLearning courses, they scoff at their validity Your response:
  31. 31. . Practice Session Choose the following situations that you have found difficult to handle in the past:. • Disagreeing with something someone has said. • Handling customer complaints. • Not able to sell in a program What did you do? How would you respond assertively the next time you are in a similar situation?
  32. 32. Situational Assertiveness
  33. 33. . Action Planning Consider How you will adopt a more Assertive Personality in the Areas of 1) Dealing with Others 2) Selling Skills • Share with a Colleague and determine an Accountability Buddy.
  34. 34. Thank you – Questions?

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