Course objectives
- Dealing with non-assertive behaviours in professional situations, avoiding conflict situations
- Establishing and maintaining long-term and profitable relationships with external customers
- Increase of openness and communication quality in a team
- Developing and building self-confidence
- Developing the skill of expressing requests, needs and expectations
Benefits
- Participants will obtain knowledge about facts and myths concerning assertiveness
- Participants will acquire skills of assertive behaviours which are different from aggressive, manipulative or submissive behaviours
- They get to know the techniques of assertive feedback provision: positive and negative
- They get to know the techniques of assertive responding to criticism
- They will develop the skill of using empathy in expressing and receiving opinions instead of using assessments
- They will develop the skill of referring to resources and strengths in communication
- They will acquire knowledge about methods of taking care of assertiveness
Training scope
- Introduction to assertiveness
- Truths and myths about assertiveness – definition of assertiveness and assertive behaviours
- Personal map of assertiveness – “Am I assertive?” questionnaire
- Style of assertive, submissive and aggressive communication
- Distinguishing between assertive and aggressive, submissive and manipulating behaviours
- Benefits and losses derived from assertive, aggressive and submissive behaviours
- Building the foundations of an assertive attitude
- Rights of assertiveness – five laws of Fensterheim
- Internal dialogue, i.e., assertive actions start in the mind
- Necessary self-confidence – searching for one’s own strengths and the ability to communicate them
- Positive autosuggestion as a method for constructive thinking
- “Words that have power” – what to say and how to say to take care of yourself and not to hurt other people
- Convincing body language – shaping the image of an assertive person
- Shaping an assertive relationship in the working environment
- The skill of setting limits and protecting one’s own rights in business contacts.
- Assertive procedure during refusing – how to refuse and maintain proper relationships?
- Building of an assertive attitude – assertiveness pillars: openness, honesty, respect, courage, empathy.
- Opinion instead of assessment – what are the differences in verbal expression, what feelings do they evoke in the recipient.
- Techniques of expressing one’s own judgements, opinions, positive and negative feelings
- Ability to apologise for one’s own fault, avoiding accusations, distancing.
- Attitude oriented at searching for joint solutions – how to think, what to say to achieve the desired effect.
- Training in assertive communication skills
- Constructive feedback based on the full expression model
- Praise – how to express it so as it is not perceived as manipulation
- Difference between criticism and constructive feedback
- Skill of accepting criticism – assertive responding in a situation of: just and unjust criticism, criticism expressed by screaming or in the form of a hint
Audience
Young managers, persons working in contact with an external customer, persons strongly interdependent on actions and works of external and internal customers.