The principles of assertion

• Recognising assertiveness

• Understanding the different styles of behaviour - assertive, passive, aggressive

• The need for assertiveness, persuasion and communication

• The difference between aggression and assertiveness

Self-assessment

• Recognising your own style

• What are the strengths and weaknesses of your style

• How to apply assertiveness at work

• Recognising and dealing with your own anxiety, apprehension and fear

Assertiveness and body language

• What is positive body language?

• Projecting a more confident, open and competent image

• How to use positive body language to influence others perceptions

Taking control with positive language and voice control

• Benefiting from win-win assertiveness

• Listening, understanding, discussing, being specific

• Using assertiveness in meetings

• Making requests without manipulation

• Giving and receiving feedback

• Establishing your goals and an action plan for implementing on return to work

Saying No

• Refusing unreasonable requests with confidence

• How to say no without feeling guilt

Using assertiveness positively

• Using assertiveness to manage criticism, confrontation and anger

• Managing challenging situations

• Using assertiveness to form stronger relationships

Questions and Answers