Agenda

Passive, Aggressive or Assertive? Understanding the Winning Management Balance

• The difference between passive, assertive, and aggressive management — and how to define a management style that avoids the extremes
• 9 common passive traits — and whether any of these traits interfere with your effectiveness
• The basic motivations of "bully" managers — and why an aggressive approach is disastrous
• 10 typical reasons why new managers fail — and tactics to avoid making the same mistakes
• 10 attitudes common to winning managers and assertive positives you can build on for future success
• 5 simple questions that determine whether you have natural assertive tendencies

Your "Attitude Inventory" Taking Stock Of Beliefs That Drive Your Behavior

• The 4 basic tenets of assertive behavior — and how they can guide you through every situation and challenge
• 10 down-to-earth ways to increase your self-respect and esteem
• Your 10 basic rights, and what you should — and shouldn't — expect from yourself and others
• How you can benefit from self-declaration — and get more control over your job, your career, and your life
• The 5 areas you must take responsibility for when developing a more assertive style
• 10 common irrational beliefs that lead to non-assertive behavior

Communication Essentials Exchanging Information The Assertive Way

• The 7 main components of effective, assertive communication, and ways to adapt them to your day-to-day activities
• How to express your opinions and thoughts in a direct way — without attacking or alienating others
• Sound steps to more productive two-way communication that allows you to compromise and achieve more win-win outcomes
• How to influence others through emotional appeals that are sincere and genuine, never "sappy" or weak
• Why "you's" must become "I's" when you confront someone
• It's not what you say, it's how you say it — how to avoid inadvertently sending the wrong message
• A clever approach that delivers a firm message by asking questions

The Assertive Supervisor Dealing With Employees Firmly, Fairly And Confidently

• The secret to refusing a request without feeling guilty: 4 questions to ask yourself before turning someone down
• How to spell out and enforce limits for employees to solve common problems such as absenteeism, tardiness, and missed deadlines
• 10 solid principles for setting rules and policies that employees understand and respect
• How giving employees constructive feedback instead of constructive criticism prevents defensiveness and finds solutions to the problems at hand
• 9 surefire steps to help you discuss — and solve — recurring problems with employees
• Why assigning tasks to employees the right way ensures work gets done correctly and on time
• 5 solid guidelines for giving recognition and praise so that you feel good, and your employees feel great!

The Total Communicator Using An Innovative Range of Communication Tools

• Negative words that can put a bad spin on communication with coworkers
• 3 ways to alter your voice to communicate more clearly, assertively, and meaningfully
• Unintentional messages you may be sending through body language and facial expressions
• 6 specific ways to become a better listener and open new lines of communication
• How to hear and interpret the total message — not just words, but subtle changes in tone, inflection, and body language
• The critical mechanics of feedback: how to give and receive better follow-up communication

Day-To-Day Dilemmas Handling And Solving Common Management Problems

• A simple 3-part communication model that guarantees you'll stand up to pressure with cool-headed confidence
• 6 ways to hold your ground in the face of hostility or aggression
• 8 specific guidelines for saying "no" effectively and handling even touchy situations without creating hard feelings or resentment
• How to tell whether you're being fairly or unfairly criticized
• A proven approach that helps you receive criticism in a positive way — without getting angry or feeling guilty
• 6 no-nonsense actions you can take when someone finds fault with your performance
• A 12-part formula that helps you deal with everyday conflict
• How to manage disagreement and conflict with people in power — your bosses, customers, or top managers
• Tips for accepting compliments with grace and confidence, and receiving praise without seeming boastful or immodest