The ability to communicate well and deal effectively with difficult situations is not an inborn talent. By developing assertiveness as our preferred way of behaving, we can operate in ways that show respect for ourselves and respect for others. This clear nuts and bolts guide for frontline employees helps them to strengthen their assertiveness skills, improving their interpersonal relationships, enhancing their self-esteem and getting more of what they need in order to perform their jobs effectively with and for customers. A great text for staff development or coaching individuals in handling difficult situations with customers and coworkers.

• When Have You Been Assertive, Nonassertive or Aggressive?
• Are There Alternative Responses?

• Recognizing Your Response Style
• Options and Outcomes
  

• What Risks Do you Face?
• Do You THINK Assertively?
• What Are Your Assertive Rights?
• How Do You Change Your Behavior?

• “I” Statements and “I” Message Practice
• “Mixed Feeling” Statements
• The Flat-Out “No” and Empathetic Assertions
• Follow-Up with Fogging, Broken Record, Unhooking

• Determining the Obstacles
• Accepting Criticism and Compliments
• Role-Play: Handling Conflict Situations
• Visualizing Assertiveness Success
• Assertiveness/Effectiveness Scale