Art of Communication

1. ASSERTIVE
COMMUNICATIONS

2. Training
Room
DOMESTICS
• Avoid the wires
•Follow the Fire Plan
•Use the toilets
•Come back after breaks
•No smoking in the training
room

3. INTRODUCTIONS
1.Interview the person sat next to you
2. Spend 5 minutes finding out the
following about each other:
• Name/location/job title
• What your job involves and how long
you have done it
• One thing about you that no-one else
in the room knows

4. INTRODUCTIONS
• Give us one example of a person you
could be more assertive with
• Explain why
3. Put your name on your name card
4. Introduce your “partner”to the rest of
the group

5. OBJECTIVES
• By the end of the course you will be able to:
1. Explain the difference between submissive,
assertive and aggressive behaviour
2. Demonstrate assertive verbal, written and
non-verbal communication
3. List 5 techniques to make you more
assertive

6. OBJECTIVES
• By the end of the course you will be able to:
4. Demonstrate how to say “NO” nicely
5. State how to avoid conflict by remaining
assertive when faced with aggression

7. Programme
• Setting the Scene
• Three types of behaviour
• Three types of communication
• Assertive techniques
• Saying “NO” nicely
• Dealing with conflict
• Course review and Action plan

8. Personal Objectives
• What do you want to get
out of this course?
• Write each objective on
a separate POST IT

9. Introducing the “Doink”
“Doink”
A blinding flash
of the obvious

10. My “Assertive Communications” Doink Sheet

11. My “Assertive Communications” Doink Sheet
Do not get aggressive, it only leads to aggression
Do not allow suppliers to get an appointment to see you
Remember my internal customers

12. Getting the most from the course
• Switch off mobiles
• Leave your troubles outside
• Take notes
• Ask Questions
• Relax and enjoy

13. Assertive Communication
Three types of Behaviour

14. Three types of Behaviour
• Submissive
• Assertive
• Aggressive

15. Syndicate Exercise
• Draw three pictures showing two people each
being:
1. Submissive
2. Assertive
3. Aggressive
• One person to present your answers on three
flipcharts
• Time allowed 15 minutes
• Prize for the best

16. Submissive
• To fail to stand up for yourself
effectively
• To continually allow the needs or
views of others to take precedence
over your own
• To take on more than you can
achieve

17. Submissive words
• “I hope you won’t mind me saying-
but…”
• “Whatever you want- just ask”
• “Of course I would love to meet and
hear about your company”
• “You are more senior to me so I will
do whatever you say, Brian”
• “No, I had nothing planned for
tonight, Matthew”

18. Aggressive
• To stand up for yourself in such a
way that prevents others from
doing the same
• Making sure you get what you
want while ignoring the needs of
other people
• Bullying Tactics

19. Aggressive words
• “There is no way I am going to do
that”
• “I did not come here to be treated like
that”
• “The trouble with people like you is”
• “If you do not like it then get out”
• “If you leave I assure you that you
will not get another job in the
industry”

20. Assertive
• To stand up for yourself
• To say what you think, need or
feel while making sure that you
allow other people to do likewise
• A win- win situation
• Adult- Adult conversation

21. Assertive words
• “What we need to agree now is”
• “So if you send your details in, I will
put them on file and call you if I need
you”
• “ I feel we could work together better
if..”
• “ I will work the early shift but it is
unsafe for me to be in the hotel at
night”

22. It is your choice...
…You need to choose the appropriate
behaviour for the situation
… Behaving assertively allows you
and the people around you to get
more of what you want more of the
time

23. Identify the behaviour..
• Work in pairs
• Examine the eight
statements
• Identify the behaviour
represented by the two
responses for each
statement
• Be prepared to justify
your answers in 15
minutes

24. How do we recognise these
behaviours in others
• Submissive?
• Aggressive?
• Assertive?

25. Uses of each behaviour
• In your syndicate groups come up with
two positive and two negative uses of
each type of behaviour
• One delegate to present your work on a
flipchart
• Time allowed - 10 minutes

26. Time to consolidate...
• Setting the Scene
• Three types of behaviour
• UPDATE YOUR COURSE APPRAISAL
FORM
• IDEAS FOR YOUR DOINK SHEET
THOUGHTS FOR ACTION PLAN
• …Coming up THREE TYPES OF
COMMUNICATION

27. Three types of Communication
Getting the message across
assertively

28. 3 types of communication
• Written
• Verbal
• Non Verbal

29. Three types of communication
• 7% Words
• 13% Voice Tone
• 80% Body Language
0
10
20
30
40
50
60
70
80
How we communicate
Words
Voice Tone
Body

30. Body language
• Eyes
• Mouth
• Gestures
• Appearance
• Posture and distance
• Avoid conflicting messages

31. Verbal communication
• Tone
• Inflection
• Volume
• Avoid interrupting
• Avoid mumbling
• Plan what you will say
• Watch their body
language

32. Written Communication..
• Consider the reader
• Keep it short and simple
• Avoid emotive words
• Avoid distance /barriers
• Avoid Fogging
• Don’t write in anger
• Leave it and come back to it

33. Modern N@tiquette
• Create a good first impression
• Mind your manners-NO CAPITALS
• Think before your send
• Always check your post
• Avoid jargon
• Do not techno bully
• Beware mass mailing
• Say something
• Avoid bad news

34. Let’s put it into practise
• Complete the three communications
exercises as described on the handouts
• PLEASE STICK TO ALLOTTED
TIMINGS