Assertiveness profile and scoring
Assertiveness
Profile and Scoring
Assertiveness is defined as upholding one’s own integrity and dignity whilst at the same time encouraging and recognising this behaviour in others.
In assertiveness we balance the needs of others with our own. We treat others as we wish to be treated. When necessary we can choose whether to give priority to the needs of others or choose to give greater consideration to our own needs.
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You can take the “Assertiveness profile and scoring”
SUBMISSIVE/NON-ASSERTIVE : When we put all the needs of others before our own
AGGRESSIVE : When we put personal needs before those of others
ASSERTIVE : When we balance our needs and those of others and act according to the priorities as we see them
The Non-assertive Person:
● Is reluctant to express own opinions, and particularly, feelings
● Often feels used by others
● Keeps quiet when others take advantage
● Refrains from complaining when services or products are not up to standard
● Finds it difficult to refuse the requests of others for time or resources
● Acquiesces in the views and desires of the majority even though these conflict with personal wishes
● Frequently makes compromises in the interests of harmony
● Is unwilling to inconvenience people for the things he or she wants
● Is submissive in the presence of aggressive behaviour
● Prefers to keep own views private
Common reasons we give ourselves for not being assertive:
Fear of upsetting others
There is a myth in interpersonal relations that goes like this. If you sacrifice enough, work hard enough, care enough, forgive enough, other people will give you their approval. It gets worse. If you don’t gain their approval it is because you are not giving up enough, working hard enough, caring enough, etc.
Fear of rejection
This is the extreme version of fear of upsetting others. If we upset someone by asking for what we want, we fear they will withdraw their regard for us and reject us altogether
Feeling responsible for the other person
There is a real difference between hurting someone and someone feeling hurt. You are not responsible for their feelings; if they ‘feel’ hurt because of a reasonable need that you have, then that is their choice.
This is totally different from a situation where, through aggressive behaviour, you hurt someone by abusing their rights, taking deliberate advantage or by not respecting them as a person.
Inappropriate inner voices
This occurs when the rules by which we live have been determined by others, usually during childhood, and we still operate by them.
The aggressive person
● Frequently argues with others
● Frequently gets angry and thinks that others need to be put in their place
● Has no difficulty in complaining when receiving poor quality products or services
● Usually gets own way in situations
● Expects others to accommodate own time schedules
● Has strong views on many subjects and has no difficulty in expressing them
● Easily and frequently finds fault with others
● Continually works to personal agendas at the expense of others
● Rarely feels aware of the needs or feelings of others
● Competes with others and is angry if not successful
AGGRESSION
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.
The origin for aggressive behaviour is complex. Perhaps as small children aggressive people discovered they could get what they wanted, and subsequently developed behaviour around this inappropriate, albeit successful, behaviour. Sometimes aggressive behaviour is an over-correction of being too passive, or it could be an inappropriate way of dealing with anger.
The assertive person
● Is able to express desires and feelings to others
● Is able to converse and work well with people at all levels
● Is able to appreciate the views of others and accept any that appear more reasonable than their own
● Is able to disagree with someone yet retain their friendship and respect
● Is aware of the needs and desires of others
● Is able to make concessions to others without feelings of inadequacy
● Is able to express a concern or a need with minimum embarrassment to both parties
● Is able to control feelings and emotions even in difficult or emotionally charged situations
● Is able to refuse a request without feeling guilty or obliged
● Is able to ask for what he or she wants and can insist on legal entitlements without becoming emotional Psychological advantages of Assertive behavior
● You can put limits on your own behaviour and that of others
● You can enjoy a realistic outlook on what is possible for you and what is not
● You are not adversely affected by rude or impolite people
● You are able to rejoice at your successes and accept your failings
● You can always be in control of your own behaviour and not be pushed into a rage or forced into submission
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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.
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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.
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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