Say the right thing

The aim
To understand and use assertiveness effectively at work.


About the programme
Real assertiveness involves clear yet respectful communication, particularly in the face of stress and conflict. By behaving more assertively your staff can be more positive, more creative and better equipped to get their job done effectively. This insightful drama teaches assertiveness techniques and focuses on assertiveness as a skill to improve individual performance.
The programme presents a variety of difficult situations to show individuals how to develop assertive behaviour by following a simple three-step model, and identifies scenarios that will especially benefit from an assertive approach.

The first programme looks at aggressive and passive behaviours, which are natural human reactions when faced with a difficult problem. It shows how by using a considered, assertive approach individuals can deal with a potentially difficult scenario to the satisfaction of everyone involved. The second programme introduces additional techniques and demonstrates how you can combine these with skills shown in the first programme.
The pack emphasises that you should only use assertiveness to reach a win-win outcome and not to manipulate or score points. It includes a trainer's guide with very detailed advice on how to run an assertiveness workshop for your staff in six sessions, handouts and a very clear plan of action.


The key outcomes
-Help staff distinguish between aggressive, passive and assertive behaviours
-Understand the benefits of assertiveness and appropriate situations for its use


Programme includes:
DVD (10 mins)
DVD (30 mins)
Trainers guide


Information:
Produced by BBC Worldwide Ltd 1995 © Video Arts.

Learning-chapters
Part 1

• Aggressive and submissive behaviour
• Reactions to threatening behaviour
• The cost of using aggressive beahviour
• Assertiveness
• The need to think right
• Remove your label
• List your good points
• The need to say it right
• Listen and understand
• Body language and tone
• Putting the lessons into practice
• Using the assertive route

Part 2

• Assertive with a customer
• Replay
• Probing
• Replay and probing in action