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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

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

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

12. 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

13. 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

14. 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