HEAR, FEEL & CONNECT!

Let's be more assertive

HEAR, FEEL & CONNECT!

Do you know what assertiveness is?

FIRST OFF.

Let's be more assertive

HEAR, FEEL & CONNECT!

Think of a moment where you felt satisfied with your job

Now..

Do you know what assertiveness is?

FIRST OFF.

Let's be more assertive

HEAR, FEEL & CONNECT!

do you know the difference?

Think of a moment where you felt satisfied with your job

Now..

Do you know what assertiveness is?

FIRST OFf.

Let's be more assertive

HEAR, FEEL & CONNECT!

do you know the difference?

What does it mean to be assertive?

Think of a moment where you felt satisfied with your job

Now..

Do you know what assertiveness is?

FIRST OfF.

Let's be more assertive

HEAR, FEEL & CONNECT!

wHY IS IT IMPORTANT?

do you know the difference?

What does it mean to be assertive?

Think of a moment where you felt satisfied with your job

Now..

Do you know what assertiveness is?

FIRST OfF.

Let's be more assertive

HEAR, FEEL & CONNECT!

here are somE TIPS

wHY IS IT IMPORTANT?

do you know the difference?

What does it mean to be assertive?

Think of a moment where you felt satisfied with your job

Now..

Do you know what assertiveness is?

FIRST OFf.

Let's be more assertive

HEAR, FEEL & CONNECT!

one last thing...

eXPRESS

respect

paraphrase

request

listen

focus

Solve

Breathe

Let's learn how to be more assertive with these tips

And now.... Think of a moment where you felt proud, happy and satisfied with the results.

TEST YOURSELF

Here are some questions to a quick self test.. On your last interaction with a customer. Did you feel proud about it?Did it feel good and forceful? Were you Passive, Aggressive or Assertive?

ARE YOU ASSERTIVE, PASSIVE OR AGRESSIVE?

While your goal is to be assertive in your job and personal life, is important to know how do you behave, check on some characteristics about other types of communication.

Speak your truth in a respectful manner and don't insult. Instead of, talk about what happened, without making any judgments about the other person. Avoid words like always or never. Remember, don't play the guilty game.

Respect

Stop preparing your response in your head and really listen to the other person. Wait for the other person to finish talking before you speak. Stay open to changing your opinions with a sincere and cooperative attitude. Let's review 4 things all great listeners know.

Being right will not make you happy and it eats away all relationships. Focus instead on solutions. When you do this, the other steps fall into place more easily.

Solve

It's important to say what's on your mind, even when you have a difficult or negative issue to deal with. But you must do it constructively and sensitively. Don't be afraid to stand up for yourself and to confront people who challenge you and/or your rights. You can even allow yourself to be angry! But remember to control your emotions and to stay respectful at all times.

EXPRESS

EXPRESS YOURSELF IN A POSITIVE WAY!

What does it mean to be assertive?

Assertive behaviour can include:

• Being open and honest to a customer.
• Listen their concerns and respond appopriately.
• Accept responsibilities
• Express appreciation
• Apologize if needed.
• Maintaing Self-Control

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

Remember to focus on what is happening now, in this moment. Now is not the time to bring old conflicts or other issues into the conversation. Focus on what do you have in front of you.

Focus

Think of a time where you felt good with yourself, where you felt peace inside and replicate that feeling.

LET'S PAUSE FOR A MOMENT AND CLOSE YOUR EYES

Breathe. Take a moment before you respond. This also helps you maintain a polite tone of voice. Know that it is perfectly acceptable to take time to avoid saying something you’ll regret.

Breathe!

Kimberly Chang | Trainer Training and Development Department. World Connection – Changing the Customer Experience for Good.

Now that you have finished this course, you are more assertive! Take a moment to fill this survey:

https://forms.office.com/r/niwMxgrnJH

ARE YOU ASSERTIVE, PASSIVE OR AGRESSIVE?

While your goal is to be assertive in your job and personal life, is important to know how do you behave, check on some characteristics about other types of communication.

And now.... Think of a moment where you felt proud, happy and satisfied with the results.

TEST YOURSELF

Here are some questions to a quick self test.. On your last interaction with a customer. Did you feelproud about it?Did it feel good and forceful? Were you Passive, Aggressive or Assertive?

ARE YOU ASSERTIVE, PASSIVE OR AGRESSIVE?

While your goal is to be assertive in your job and personal life, is important to know how do you behave, check on some characteristics about other types of communication.

And now.... Think of a moment where you felt proud, happy and satisfied with the results.

TEST YOURSELF

Here are some questions to a quick self test.. On your last interaction with a customer. Did you feelproud about it?Did it feel good and forceful? Were you Passive, Aggressive or Assertive?

And now.... Think of a moment where you felt proud, happy and satisfied with the results.

TEST YOURSELF

Here are some questions to a quick self test.. On your last interaction with a customer. Did you feelproud about it?Did it feel good and forceful? Were you Passive, Aggressive or Assertive?

WHY IS IT IMPORTANT?

Assertiveness can help you express yourself effectively and stand up for your point of view.Take it as a journey where you commit to change past behaviours that are not longer useful for you. The key is to commit and dedicate yourself to continually improving step by step, or conversation by conversation. If you stick with it, I can guarantee that you will become better at communicating assertively.

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

WHY IS IT IMPORTANT?

Assertiveness can help you express yourself effectively and stand up for your point of view.Take it as a journey where you commit to change past behaviours that are not longer useful for you. The key is to commit and dedicate yourself to continually improving step by step, or conversation by conversation. If you stick with it, I can guarantee that you will become better at communicating assertively.

You can learn to be more assertive over time by identifying your needs and wants, expressing them in a positive way, and learning how to say "no" when you need to. You can also use assertive communication techniques to help you to communicate your thoughts and feelings firmly and directly.

Do you want to be more assertive?

• Let's review the other sticky notes to check 1 tip at a time

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

Tell the other person what you heard them say, and ask if your understanding is correct. Repeat in a nicely way what the other person told you and it makes the conversation more understandable.

Paraphrase

Assertiveness is the quality of being self-assured and confident without being aggressive to defend a right point of view or a relevant statement. In the field of psychology and psychotherapy, it is a skill that can be learned and a mode of communication

What does it mean to be assertive?

Assertive behaviour can include:

• Being open and honest to a customer.
• Listen their concerns and respond appopriately.
• Accept responsibilities
• Express appreciation
• Apologize if needed.
• Maintaing Self-Control

And remember on those tough days ~ no matter what anyone else does, you are in control of your own actions.

Does being assertive ensure that you will always get your way? Absolutely not, but it does improve your chances of achieving your goals and finding a solution that works for everyone.

Ask for what you want, instead of demanding or begging.

REQUEST

What does it mean to be assertive?

Assertive behaviour can include:

• Being open and honest to a customer.
• Listen their concerns and respond appopriately.
• Accept responsibilities
• Express appreciation
• Apologize if needed.
• Maintaing Self-Control

And now.... Think of a moment where you felt proud, happy and satisfied with the results.

TEST YOURSELF

Here are some questions to a quick self test.. On your last interaction with a customer. Did you feelproud about it?Did it feel good and forceful? Were you Passive, Aggressive or Assertive?

ARE YOU ASSERTIVE, PASSIVE OR AGRESSIVE?

While your goal is to be assertive in your job and personal life, is important to know how do you behave, check on some characteristics about other types of communication.