Introduction

This seminar enables participants to deal with internal and external customers in a professional, confidant and assertive manner, by avoiding conflict, manipulation and defensiveness.

Outline

I. What is Assertiveness?

• Myths about Assertiveness

• What stops us from being assertive

II. Pros and Cons of Various Behaviors

• Passive Behavior

• Aggressive Behavior

• Assertive Behavior

III. Assertiveness Techniques

• Basic Assertion

• Empathic Assertion

• Consequence assertion

• Discrepancy Assertion

• Negative Feelings Assertion

• Broken Record

IV. Art of Saying “NO”

• Unhelpful Beliefs

• Changing your behavior