Communicating and influencing
This programme provides a challenging process that will enable understanding and capability in influencing others assertively and communicating with confidence.
Level
This programme is appropriate for learners at entry, intermediate and advanced levels.
Objectives
- To define assertive and non-assertive behaviours
- To appreciate the need for self-management before managing others
- To build capability in self-management
- To develop skills in being assertive in a variety of awkward situations
- To clarify how we learn and challenges associated with behaviour change
- To understand conflict and how to manage conflict assertively
- To build confidence through demonstrations & practical application
Process
Self-Assessment – Learners to work in pairs and consider 10 statements – indicating which statements are assertive, aggressive or submissive. Facilitated discussion around the self-assessment.
Behaviour Styles – Define 4 behaviour styles – assertive, aggressive, submissive and passive-aggressive. Demonstrate behaviour styles using practical examples. Predispositions towards one or more of the styles. Depth of understanding of the styles – verbal, vocal, visual signals. Benefits and barriers to assertiveness.
Self-Management – Appreciate the effect of non-assertive behaviour on oneself – become emotional / thinking becomes unclear. Assertiveness begins with self-management first, then managing others. Transactional Analysis (TA) and Emotional Intelligence (EI) as a means to manage one’s state and relationships.
Behaviour Change – Appreciate how we learn and the difficulties associated with changing one’s behaviour towards behaving more assertively – comfort zones, habit, need for conscious choice through increased self-awareness.
Practice One – Saying ‘No’ – The need to say ‘no’. Difficulties in saying ‘no’. Submissive, aggressive, passive-aggressive strategies for saying ‘no’. How to say ‘no’ assertively / constructively – verbal, vocal, visual behaviours, tips and techniques. Demonstration and practice sessions using practical scenarios.
Practice Two – Giving Bad News – What makes it difficult? Submissive, aggressive, passive-aggressive strategies for giving bad news. How to give bad news assertively / constructively – verbal, vocal, visual behaviours, tips and techniques. Demonstration and practice sessions using practical scenarios.
Practice Three – Challenging Feedback – Value of giving / receiving constructive feedback. Feelings about giving / receiving feedback. Submissive, aggressive, passive-aggressive strategies for giving feedback. How to give challenging feedback assertively / constructively – verbal, vocal, visual behaviours, tips and techniques. Demonstration and practice sessions using practical scenarios.
Conflict Management – Defining conflict. Conflict as positive / negative. Perceptions of conflict – conflict as relative. Causes of conflict. Five conflict handling styles – competing, accommodating, avoiding, compromise, collaboration (Thomas Kilmann). Self-assessment – Thomas Kilmann Conflict Inventory. Feedback and discussion.
Practice Four – Handling Aggression – Types / effect of aggression. Submissive, aggressive, passive-aggressive strategies for handling aggression. How to handle aggression assertively / constructively – verbal, vocal, visual behaviours, tips and techniques. Demonstration and practice sessions using practical scenarios.
Options
Programme can be adapted as a 1 or 2 day workshop for approx. 8 to 10 learners, with 1 or 2 facilitators, with the possibility of using professional role players.