1. Using Assertiveness at Work Jane Honeybourne Westbury Training www.westburytraining.co.uk

2. Using Assertiveness at Work Differentiate between passive, assertive and aggressive behaviour Differentiate between passive, assertive and aggressive behaviour Recognise trigger factors of aggression Recognise trigger factors of aggression Predict escalation Predict escalation Learn coping / managing techniques Learn coping / managing techniques Understand link between assertion and self-esteem Understand link between assertion and self-esteem

3. Phases of an Aggressive Incident Provocation Provocation Escalation Escalation Crisis Crisis Assault Assault Recovery Recovery Depression Depression

4. Guidelines for Assertiveness Acknowledge Acknowledge Question Question Restate Restate Satisfy Satisfy Commit Commit

5. Drama Triangle Victim PersecutorRescuer

6. When you………… I feel………..

7. Basic Assertive Rights To be treated with respect To be treated with respect To express own feelings and opinions To express own feelings and opinions To make own decisions To make own decisions To reconsider and change ones mind To reconsider and change ones mind To say I dont understand To say I dont understand To hold own values To hold own values To make mistakes and learn from them To make mistakes and learn from them