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CLICK ON COURSES FOR FULL OPEN COURSE AGENDAS Appraisal skills (one day) - updated to include new legislation Assertiveness Skills (one day) Assertiveness and managing conflict (one day) Coaching for managers (one day) Customer Service and Customer Care (one day) Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation Dealing with difficult people (one day) Interviewing skills (one day) - updated to cover current legislation Introduction to selling (one day) Leadership and team building (one day) Letter and report writing (one day) - updates include writing e-mails Negotiation skills (one day) Presentation skills (two days) PowerPoint Presentation skills (one day) Advanced Presentation skills (one day) Project planning for non-project managers (one day) Stress Management (one day) Telesales and Telemarketing (one day) Telephone skills and customer care (one day) Time Management (one day) Time management working with Microsoft Outlook (one day) Time management working with Microsoft Outlook 2007 (one day) Management Training / New Manager (two days) Training the trainer (one day) ) We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles How to structure a presentation Time management and working from home Assertiveness Self Assertion Analysis Customer Service on the telephone Telephone skills and Customer Care Organisational stress management Planning an appraisal and setting objectives Giving feedback in an appraisal The power of attitude in selling PowerPoint presentation tips and techniques |
WHAT ARE THE THREE RESPONSE STYLES (AGGRESSIVE, PASSIVE AND ASSERTIVE BEHAVIOURS)? Aggressive behaviour Being aggressive is often defined as establishing one’s rights in a way that violates or ignores the rights of others: In other words, getting your own way at other people’s expense. Aggressive behaviour often involves putting people down, making them feel guilty, intimidated, small, incompetent, foolish or worthless. Aggression does not necessarily mean being confrontational; sarcastic humour can be very aggressive. Aggressive behaviour has control at its heart; aggressors get an instant ‘behavioural pay-off’ or reward if they get the other party to comply with their wishes by backing down or getting out of the way. It produces quick results (which often consolidates the behaviour as acceptable in the mind of the aggressive person). Aggressive people focus on task issues when making decisions i.e. the end result and can easily dismiss people’s feelings when talking to them. Passive behaviour Being passive can be defined as failing to stand up adequately for your rights. It usually means putting up with a situation in which you feel uncomfortable rather than being honest about what you really think or feel. It involves being apologetic about your own views and putting yourself down rather than expressing them positively. Passive people concentrate on relationship issues when making decisions; “I’ll feel really bad if I ask them to stop doing that.”, “Will I feel silly…”; “They won’t like me if I do that.”; “I’ll feel guilty about turning them down.”. Passive people are often referred to as ‘People pleasers’ as they would rather please the other person and avoid conflict rather than make their point. They find it difficult to separate the person from the situation i.e. they think “I don’t like letting them down by saying no” as opposed to “I’m turning down the task not the person”. Assertive behaviour Being assertive is usually defined as standing up for your own rights without dismissing on the rights of others. It means being honest with yourself and others, putting forward your own views and stating clearly and honestly what you want, think and feel. It means being self-confident and positive but not dogmatic. Behaving assertively means being firm in expressing an opinion but understanding the other person’s point of view and being prepared to reach a workable compromise. Assertiveness can be defined simply as ‘making your point of view in a clear and tactful way’. It does not necessarily mean winning the argument or making the other party fall in line and agree with you. Remember the other party may also demonstrate assertive (or aggressive) behaviours and disagree with you so don’t confuse assertive with ‘always getting your way’; being able to argue or negotiate or debate or stand your ground or persuade may allow you to gain an advantage but being assertive will start the process where you move towards your stated objectives. The old adage ‘if you don’t ask - you don’t get’ is very pertinent in assertive communication. Simply put, the more you make your opinions known; the more you ask for what you need; the greater chance you have of achieving your aims.
Assertiveness Scenario: A week ago you purchased a jumper, which you found to have a hole in it when you got home. You have decided you want your money back (not a replacement), and you are just about to speak to the sales assistant. Below write your responses to this situation indicating what you would say in an assertive manner:
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Further ASSERTIVENESS SKILLS links: http://www.totalsuccess.co.uk/assertiveness.htm http://www.totalsuccess.co.uk/assertivenessandconflictmanagement.htm http://www.totalsuccess.co.uk/assertivenesstraining.htm http://www.totalsuccess.co.uk/assertive.htm http://www.totalsuccess.co.uk/assertivenesscourse.htm http://www.totalsuccess.co.uk/assertivenessskills.htm
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Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -
- NEW Newsletter Pages -
Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules