The Art of Being Assertive
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