1. 1 Free Downloads To get your free downloads of the : Audio Tape Slides Notes Go to my web site after 3 rd March www.bobferguson.biz Look on the downloads page

2. 2 Driver AmiableExtrovert Analytical Assertive Quick Decisions Long Attention Span Attention to Detail Organised Emotion Effect of Type

3. 3 What to do – if receiving Speak to source Put brain in neutral Relax – control breathing Focus on facts or performance Avoid counter-punching Go to solution if possible Dont apologise for what you havent done

4. 4 What to do – if giving Be direct use SMARTER or Delegation Provide background if appropriate Expect acceptance Focus on facts or performance

5. 5 Key Assertive Techniques Receiving Take ownership Fogging – You may be right – set aside Question – establish facts Self-disclosure Feel/Felt/Found Vocal Quality – Calm strong voice Giving 1. Broken Record

6. 6 Lets be adult about this Adult Parent Child Controlling Nurturing Free Conforming Adult Parent Child Controlling Nurturing Free Conforming

7. 7 Delivering Bad News Pick good place and time Get straight to the point Open with softeners and I statements Listen Focus on feelings but dont get emotional Offer support Put in perspective Forgive yourself

8. 8 Developing Assertiveness Like musician You dont always win