Assertiveness Skills (excerpts from presentation 16/7/10) Steve Baldwin - Trainer

Steve Baldwin - Trainer Objectives Consider your rights and the responsibilities associated with them. Identify the difference between assertive and aggressive behaviour Allow you to refuse requests in a polite but firm manner Assist you to identify your own characteristics and how to improve your assertiveness Steve Baldwin - Trainer

Continuous Improvement If you continue to do (and behave) as you always have done you will continue to get the same results We’re not asking for a new you or a change in personality Small steps, recognise benefits, another step Practice phrases that you do not find easy Steve Baldwin - Trainer

Steve Baldwin - Trainer Legal Rights You have the right to: Vote Protection from discrimination Obtain value for money Enjoy peace and quiet Steve Baldwin - Trainer

Personal Rights in Assertiveness Refuse Not understand Be successful Make a mistake Change your mind Choose not to assert yourself Be your own self You have the right to: Have and express different opinions and ideas to other people, and have them respected Consider your own needs Ask others for help or information Steve Baldwin - Trainer

Steve Baldwin - Trainer Responsibilities In order to prevent aggressive behaviour, it is essential to balance these rights with the responsibility that goes with them. There are dual responsibilities in terms of assertiveness: The respect of the personal rights of others To assert your rights in a reasonable and responsible manner Steve Baldwin - Trainer

Non-Assertive Behaviour Stating your needs and feelings in an apologetic way Avoiding stating your needs and feelings Giving others rights that you do not take for yourself Yourself Others Steve Baldwin - Trainer

Steve Baldwin - Trainer Aggressive Behaviour Ignoring the needs and feelings of others, either by intent or default Encouraging others to do as you want through flattery (manipulation) Taking rights for yourself that you do not give to others Others Yourself Steve Baldwin - Trainer

Steve Baldwin - Trainer Assertive Behaviour Stating your needs and feelings in an honest way Being clear and direct in what you are saying Standing up for your rights without violating the rights of others Steve Baldwin - Trainer

Steve Baldwin - Trainer Face to Face Content Tone of Voice Body Language Steve Baldwin - Trainer

Steve Baldwin - Trainer On the Phone Content Tone of Voice Steve Baldwin - Trainer

Steve Baldwin - Trainer Aggressive Behaviour Ignoring the needs and feelings of others …. Either by intent, or default Taking rights for yourself that you do not give to others Steve Baldwin - Trainer

Dealing with Aggression Low Level Making Decisions for you Nagging Stereotyping Insinuating Describing your actions in emotive terms “If I were you…” “Haven’t you finished that report yet?” “All Care Staff are like that” “I’m sure you could find the time to do this.” “That was the most stupid decision you have ever made” Steve Baldwin - Trainer

Refusing Requests Assertively One at a time ask the person on your right to do something Aggressive Manipulative Submissive Assertive When asked REFUSE assertively Steve Baldwin - Trainer