Series Three: Assertive/listening to Build Relationships and Solve Problems
Research on human personality suggests that healthy individuals need to be treated with respect. They have a fundamental need to feel competent and Research on human personality suggests that healthy individuals need to be treated with respect. They have a fundamental need to feel competent and making a contribution.
The purpose of every communication should be to build rapport. Studies have shown that highly successful people share the ability to develop personal and professional relationships.
"People problems" are usually "Communication problems".
* Define and apply the definition of Assertiveness
* Learn to state your feelings and needs, while respecting others
* Assertive techniques to build self-esteem
* Take control of situations that were previously controlling you
* How to communicate non-defensively
* Listen to Learn and Understand
* Assess your listening style and areas for improvement
* Four steps to Active listening (until you really hear)
* Combine assertiveness and listening to resolve conflict and solve problems
On completion the participants will be able to:
1. Use assertiveness to clearly and concisely state your needs and feelings
2. Accept that others also have rights
3. Focus on behaviour and not personalities
4. Express your feelings openly and thereby encourage others to do the same
5. Listen to learn and avoid misinterpretation
6. Combine all these skills to solve problems and build relationships
7. Improvise in situations that have not existed previously
8. Plan and install processes to ensure a productive and fulfilling work environment
9. Communicate to say it right - first time
10. Take ownership of issues and challenges
11. Display more confidence and effectiveness in dealings with others
