Communicate Assertively
| Passive | Agressive | Passive-Agressive | Assertive |
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Assertiveness is all about your rights and other people’s rights as well. Developing one’s assertiveness depends very much on one’s ability to express these rights, in speech, in text and through appropriate non-verbal communication. In developing our assertiveness we will often have to be prepared to negotiate our rights to balance these with those of others.
It is widely thought that (and this is not an official study or survey done just a very rough estimate) that 85% of people on the planet are Passive and 10% are aggressive and only 5 % are assertive.
Lets look at the major characteristics of each communication style to get a better picture
Passive behavior:
-His Mission is to Please others
-Need to be Liked by others
-Eye Contact - Poor
-Communicates Indirectly
-Has Little or No Opinion
-Pretends Things Are Fine
-Avoids Confrontation as much as possible
-Seeks Comfort
-Hint about what they want and do not say it directly
-His greatest fear is - Never Getting What he Wants
Agressive Behavior:
Aggressive individuals are essentially selfish. They know what they want and like, and disregard the needs of others in satisfying their own needs.
Aggressive people think of themselves as superior beings. They think they are OK and the rest of the world is not. They voice their opinions and needs, and behave as if others do not matter.
-Their mission is to Control
-Need to be Right
-Eye Contact - Stare
-Communicates Directly
-Very Opinionated
-Nothings Ever Good Enough
-Thrives on Confrontation
-Seeks Tension
-Demand rather than say please when asking for something
-Their greatest fear is - To Be Found Out
Passive- Agressive behavior:
Passive-aggressive behavior refers to passive, sometimes obstructionist resistance to authoritative instructions in interpersonal or occupational situations. Sometimes a method of dealing with stress or frustration, it results in the person attacking other people in subtle, indirect, and seemingly passive ways. It can manifest itself as resentment, stubbornness, procrastination, sullenness, or intentional failure at doing requested tasks.
Passive-Agressive people want to get even and use trickery,seduction, and manipulation to get their way. Usually not as open as aggressive types, those who are passive-aggressive are often nice to your face and use behind-the-back techniques to get even. They attempt to gain control or get their way by using silent treatment, withdrawing affection and attention, gossiping, tattling, and refusing to cooperate. When asked what is wrong, they often say, “oh, nothing,” even though their body language or their behavior is clearly stating that there is something wrong.
Assertive behavior:
-Complements others
-Values People
-Response-Able
-Problem Solver
-Solution Oriented
-Non-judgmental
-Great Eye Contact
-Congruent ( What's said is confirmed and supported by body language and also congruent by always delivering on promises)
-Sees the Real Person
-Respect Rights
-Living Example
-Proactive & Fearless
-Never Complains
-On Time & Thorough
-Gives Opportunity
-Focus on Facts & Listens
-Gather Info Not Evidence
-Acknowledge Emotions
-Takes Ownership
-Confident & Accountable
-Humble & Appreciative
-State what they Want
-State what they Need
The assertive person is likely to look the other person in the eye, not by staring the other person out, which is very typical of the behaviour of the aggressive person, but by having a generally confident degree of eye contact. This is very important when it comes to interviewing and being interviewed. Sit or stand in a way that gives off a confident impression, i.e. not slouching or standing erect but in a comfortable but confident posture. This again is important in interviews. Speak in an audible fashion. Passive people tend to mumble, that’s one very good reason why they are perceived as passive. Aggressive people tend to dominate by letting the whole room know they’re there, Assertive people in many occasions repeat their message several times until it is acknowledged or appreciated.
THE ASSERTIVE BODY LANGUAGE
Facial Expression:
● Committed
● Concerned
● Interested
● Responsive
Posture:
● Upright
● Relaxed
● Open
Eyes:
● High eye contact
Speech and Voice:
● Direct
● Relaxed
● Friendly
● Well moderated
● Not strained
Gestures:
● Open
● Hands not raised above elbow
● Parallel shoulders
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A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
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The ability to handle yourself properly today can sometimes outweigh even your technical skills. If you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career. All business experts agree that good manners promote good business. This is how important business etiquette is.
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No matter if you are the boss at your company or an employee, change affects everyone. In dealing with change, people must address their own thoughts, feelings and behaviors first to be able to go through the labyrinth of change. There are loads of books and training programs addressing organizational change. The different thing about this training program...
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Elevate your sales game with this dynamic training program! Gain the tools and strategies to build rapport, understand customers deeply, forge authentic connections, deliver exceptional service, overcome objections, and confidently close deals. Discover the secrets of tailoring your communication style and uncover persuasive conversations that leave a lasting impact.
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This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of your class participants to the test and lay the ground for many of the concepts throughout the program.
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Through a series of hands-on activities and key emotional intelligence concepts, this one-day training program will help participants improve their emotional intelligence skills enabling them to use emotional information from themselves and others, integrate this with their thinking for better decision making helping them to more easily get what they want from the immediate situation and from life in general.
Find a way to say YES! (Telephone customer service)
This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business.
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Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS.
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The sophisticated ability of humans to influence and be influenced by each other is probably one of the key foundations of the evolutionary success of our species. It’s an essential part of human communication and a powerful tool in both the personal and professional lives of people of all sorts. We all need to use the art of influencing others in some aspect of our lives...
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In today’s complex and competitive work environment, understanding and effectively navigating office politics is essential for career success. The "Mastering Office Politics" training program is designed to equip professionals with the knowledge and skills needed to thrive in any organizational setting. Through this comprehensive program, participants will explore the dynamics of workplace politics...
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The customer experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully. Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises.
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Negotiating is a part of everyday life. We negotiate in our work, with our friends, and even our family members. In this two day class, participants will learn what negotiation is and how to get the most from their personal negotiations. Participants will discover their personality style and how to negotiate effectively with other personality styles.
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This two day training program is packed with techniques for improving the most essential basic business writing skills as well as both verbal and non-verbal communication in general in addition to proper time management and general office organization techniques that will help administrative assistants, secretaries and office managers in performing their day to day tasks more confidently and professionally.
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We all know an angry face when we see one. Anger is such a universal and powerful emotion that can make you physically and emotionally ill, sap your energy and poison your relationships or it can motivate you to make needed changes and add vitality to your life. This training program aims to help you adopt a more constructive attitude towards your anger and to more effectively manage anger in others as well.
Building High Performing Teams
A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
Business Etiquette
The ability to handle yourself properly today can sometimes outweigh even your technical skills. If you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career. All business experts agree that good manners promote good business. This is how important business etiquette is.
Call Control
The main focus of this one day tailored training program is to help call center agents reduce their AHT – Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more...
Coaching People For Better Performance
In this two-day interactive training program, participants will learn a structured process that will enable them to systematically develop their people and unlock their potential to improve their performance. Participants will learn through a series of hands-on activities, and practice two different coaching models (Continuous support coaching model & GROW coaching model)...
Change Matters - Change Management
No matter if you are the boss at your company or an employee, change affects everyone. In dealing with change, people must address their own thoughts, feelings and behaviors first to be able to go through the labyrinth of change. There are loads of books and training programs addressing organizational change. The different thing about this training program...
Communication Skills for Customer Service Staff
The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion...
Communication Skills for Sales Staff
Elevate your sales game with this dynamic training program! Gain the tools and strategies to build rapport, understand customers deeply, forge authentic connections, deliver exceptional service, overcome objections, and confidently close deals. Discover the secrets of tailoring your communication style and uncover persuasive conversations that leave a lasting impact.
Communicating with Clarity and Impact
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of your class participants to the test and lay the ground for many of the concepts throughout the program.
Conflict Resolution
Conflict is inevitable, we’ve all had conflict situations in the past and probably will have them in the future. This two day conflict resolution training program will teach you or help you teach others how to more confidently deal with workplace conflict situations. Participants will discover how conflict situations can be turned around into opportunities.
Creative Problem Solving and Decision Making
This highly interactive workshop introduces a variety of creative problem solving and decision making tools and techniques. Participants will learn to analyze problems, generate creative solutions, and decide which solution most closely matches their needs. In addition to the numerous activities and exercises throughout the training where participants get to practice the different tools and techniques learned...
All you need
to deliver a great training!
Our training material packages come with all you need to provide
a professional and accelerated learning solution with
High Impact
Power Point Slide Deck
To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.
Student
Workbook
A comprehensive reference workbook you can give out to your class participants as a quick future reference.
Trainer
Guide
With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.
Activity
/Exercise Sheets
Various training material and support documents to help you both explain and debrief the different exercises, activities and games Plus a fun final Jeopardy style review game as a fun ending for your training program.
Additional
Support Documents
To ensure you have all you need to deliver a complete and professional training program, additional supporting documents are included with each full course material package. From training evaluation forms to 5 different certificate templates that you can edit and hand out to your participants at the end of your training.
Job Aids
& Forms
Specific forms designed to extend and reinforce the training that participants can utilize back on the job to help them apply the new learned concepts (Select training material packages)
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