Assertive Communications.ppt
- 2. Training Room DOMESTICS • Avoid the wires •Follow the Fire Plan •Use the toilets •Come back after breaks •No smoking in the training room
- 3. INTRODUCTIONS 1.Interview the person sat next to you 2. Spend 5 minutes finding out the following about each other: • Name/location/job title • What your job involves and how long you have done it • One thing about you that no-one else in the room knows
- 4. INTRODUCTIONS • Give us one example of a person you could be more assertive with • Explain why 3. Put your name on your name card 4. Introduce your “partner”to the rest of the group
- 5. OBJECTIVES • By the end of the course you will be able to: 1. Explain the difference between submissive, assertive and aggressive behaviour 2. Demonstrate assertive verbal, written and non-verbal communication 3. List 5 techniques to make you more assertive
- 6. OBJECTIVES • By the end of the course you will be able to: 4. Demonstrate how to say “NO” nicely 5. State how to avoid conflict by remaining assertive when faced with aggression
- 7. Programme • Setting the Scene • Three types of behaviour • Three types of communication • Assertive techniques • Saying “NO” nicely • Dealing with conflict • Course review and Action plan
- 8. Personal Objectives • What do you want to get out of this course? • Write each objective on a separate POST IT
- 9. Introducing the “Doink” “Doink” A blinding flash of the obvious
- 10. My “Assertive Communications” Doink Sheet
- 11. My “Assertive Communications” Doink Sheet Do not get aggressive, it only leads to aggression Do not allow suppliers to get an appointment to see you Remember my internal customers
- 12. Getting the most from the course • Switch off mobiles • Leave your troubles outside • Take notes • Ask Questions • Relax and enjoy
- 13. Assertive Communication Three types of Behaviour
- 14. Three types of Behaviour • Submissive • Assertive • Aggressive
- 15. Syndicate Exercise • Draw three pictures showing two people each being: 1. Submissive 2. Assertive 3. Aggressive • One person to present your answers on three flipcharts • Time allowed 15 minutes • Prize for the best
- 16. Submissive • To fail to stand up for yourself effectively • To continually allow the needs or views of others to take precedence over your own • To take on more than you can achieve
- 17. Submissive words • “I hope you won’t mind me saying- but…” • “Whatever you want- just ask” • “Of course I would love to meet and hear about your company” • “You are more senior to me so I will do whatever you say, Brian” • “No, I had nothing planned for tonight, Matthew”
- 18. Aggressive • To stand up for yourself in such a way that prevents others from doing the same • Making sure you get what you want while ignoring the needs of other people • Bullying Tactics
- 19. Aggressive words • “There is no way I am going to do that” • “I did not come here to be treated like that” • “The trouble with people like you is” • “If you do not like it then get out” • “If you leave I assure you that you will not get another job in the industry”
- 20. Assertive • To stand up for yourself • To say what you think, need or feel while making sure that you allow other people to do likewise • A win- win situation • Adult- Adult conversation
- 21. Assertive words • “What we need to agree now is” • “So if you send your details in, I will put them on file and call you if I need you” • “ I feel we could work together better if..” • “ I will work the early shift but it is unsafe for me to be in the hotel at night”
- 22. It is your choice... …You need to choose the appropriate behaviour for the situation … Behaving assertively allows you and the people around you to get more of what you want more of the time
- 23. Identify the behaviour.. • Work in pairs • Examine the eight statements • Identify the behaviour represented by the two responses for each statement • Be prepared to justify your answers in 15 minutes
- 24. How do we recognise these behaviours in others • Submissive? • Aggressive? • Assertive?
- 25. Uses of each behaviour • In your syndicate groups come up with two positive and two negative uses of each type of behaviour • One delegate to present your work on a flipchart • Time allowed - 10 minutes
- 26. Time to consolidate... • Setting the Scene • Three types of behaviour • UPDATE YOUR COURSE APPRAISAL FORM • IDEAS FOR YOUR DOINK SHEET THOUGHTS FOR ACTION PLAN • …Coming up THREE TYPES OF COMMUNICATION
- 27. Three types of Communication Getting the message across assertively
- 28. 3 types of communication • Written • Verbal • Non Verbal
- 29. Three types of communication • 7% Words • 13% Voice Tone • 80% Body Language 0 10 20 30 40 50 60 70 80 How we communicate Words Voice Tone Body
- 30. Body language • Eyes • Mouth • Gestures • Appearance • Posture and distance • Avoid conflicting messages
- 31. Verbal communication • Tone • Inflection • Volume • Avoid interrupting • Avoid mumbling • Plan what you will say • Watch their body language
- 32. Written Communication.. • Consider the reader • Keep it short and simple • Avoid emotive words • Avoid distance /barriers • Avoid Fogging • Don’t write in anger • Leave it and come back to it
- 33. Modern N@tiquette • Create a good first impression • Mind your manners-NO CAPITALS • Think before your send • Always check your post • Avoid jargon • Do not techno bully • Beware mass mailing • Say something • Avoid bad news
- 34. Let’s put it into practise • Complete the three communications exercises as described on the handouts • PLEASE STICK TO ALLOTTED TIMINGS