Training in assertiveness

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.