Course Objectives:

1.        Understand the differences between aggressive, assertive and passive behavior

2.        Learn how to communicate assertively

3.        Be familiar with one’s own as well as other colleague’s and managers’ communication styles

4.        Be able to adapt one’s own communication style to gain attention and cooperation from others

5.        Contribute with ideas and opinions in a confident and logical manner

6.        Understand the meaning of taking responsibility for one’s words and actions

Course Outline:

1: The Fundamentals of Assertive Behavior

Definition of Assertiveness

Activity: Self-assessment

The Confidence/Cooperation Communication Model

Assertive, Aggressive and Submissive

Overview of the Different Styles and its Consequences

2: A Look at Your Confidence and Self-Image

The relationship between self-image & assertiveness

Analyzing your barriers to assertiveness

Impression Management – what impression do you leave behind

How to improve your self-image

Assertive Body Language & related activities

3: Expressing Yourself Assertively and Contributing Ideas

Identification of Assertive Language

I-statements & related activity

Activity: Take a Stand

How to speak up and contribute with ideas professionally

Structuring your message and selling your ideas

Dealing effectively with Interruptions and Disagreements in meetings

4: Dealing with Difficult People & Conflicts

Dealing with unassertive people & related activity

Dealing with people with unrealistic requests

Saying NO assertively

Conflict situations

Dealing professionally with complaints from start to finish

Managing information and explaining options and actions

5: Problem-Solving Skills

Accountability at the work place

Analyzing a Situation

Generating & Evaluating Ideas

Making decisions on your own

Bringing a problem to the attention of your superior

Dealing with Crisis and informing the affected people