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.

The number of participants: 8-15 people

Duration: 2 days

Available language: PL / EN

Available course material: PL / EN

Course form
Interactive methods: simulations, role cards, case study, self-diagnosis questionnaires, work with a camera and/or voice recorder, workshops in subgroups, individual work, facilitated discussion, mini-lecture.

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