August 2017
Issue 90
   

This month's theme - Communicating Assertively

In this Issue:


For Senior Managers: - 7 key assertive behaviours – how do you measure up?
For Trainers: Free assertiveness test
•  Training in Action: Dealing with aggression and hostility
Offer of the Month: Half Price Training Courses
The Light Touch: The scorpion and the swan
Quote of the Month: "Fit to command" by William Pen
   
 
 
  For Directors and Senior Managers – 7 key assertive behaviours
 

1. Speaking adult to adult even when you need to rebuke or correct

2. Listening before you speak – don’t pre judge or assume – it may backfire

3. Being honest about your feelings and expectations in a calm and controlled manner

4. Stating clearly your expectations

5. Checking that your expectations have been clearly understood

6. Allowing people to question your intentions without becoming defensive or attacking

7. Being genuinely willing to consider alternative views and opinions

 

 
  For Trainers – Free Assertiveness Test
 
 
Mostly
Sometimes
Rarely
1. I admire those who are capable of getting what they want without having to worry about the feelings of others.
2. I attempt to act appropriately in situations and with problems.
     
3. I am, when appropriate, calm, honest and confronting, expressing true feelings and honestly held views, whilst considering the views and feelings of others.
     
4. I am prepared to do what I have to do to win - winning is everything.
     
5. I tend to undervalue myself.
     
6. I value previous experience and hope to learn from it.
     
7. I aim to preserve the dignity of others.
     
8. I make decisions on what I know to be true even if I have to dismiss the opinions of others.
     
9. I stand up for myself without invading the views, beliefs or opinions of others.
     
10. I believe it is important to seek victory and get what I want in any meeting or discussion.
     
11. I fail to express honest and true feelings, thoughts or beliefs.
     
12. I am often apologetic.
     
13. I don’t suffer fools gladly so I don’t listen to their opinions.
     
14. I prefer to avoid problems and conflict.
     
15. I go to great lengths to prevent others getting hurt or upset, despite what the others may feel.
     
16. I tend to lack self-confidence.
     
17. I am prepared to investigate alternatives and compromises that allow others into a "win-win" situation.
     
18. If someone shouts at me I will shout back at him/her.
     

Please Contact us for the answer sheet

 

 

  Training in Action - Dealing with aggression and hostility
 

One of the projects our training consultants have engaged in is supporting medical centre staff handling difficult patient situations. Syd, Chris and Kevin delivered training for front line surgery staff in how to deal effectively with difficult and aggressive patients. Receptionists are finding that they are required to learn conflict avoidance skills as some patients become more demanding. This behaviour is not restricted to surgeries. We have also trained and supported people working in the hospitality industry, transport, chemical plants and local authorities where their employees encounter aggressive and sometimes hostile behaviour

There isn’t an "off the shelf" package for conflict management. Our clients working on public transport who are faced with abusers have no escape route, whilst for those in call centres and operating help lines, verbal abuse can be extremely stressful. Staff working on buses and trains need to learn different skills to those working in a reception area or those answering telephone calls.

Syd Strike Training Solutions has designed and delivered bespoke courses to cater for several types of aggressive and hostile situations. We have also written training programmes for our clients own trainers to deliver in company.

The first skill in conflict avoidance is to ‘remove the time bomb'. Syd Strike’s "Hostility Chart" demonstrates how people can quickly move from their comfort zone to a hostility zone if your employees do not recognise and remove the cause of frustration. Incidentally sometimes the employee is the cause! Employees need to learn how to recognise the signs of frustration, identify the ‘time bomb’ and remove it before it explodes. They then need to know how to problem solve and win back the customer.

Hostile Behaviour Chart
(Begin reading from the bottom of the chart)

Hostility Zone

Another line is crossed. 

The hostile person will see you as ‘the enemy’ and will    sometimes resort to unethical behaviour and violence.

Don’t fan the fire !    

Aggression Zone

Aggression is about behaviour.

When a person is aggressive he or she has crossed another line.

Aggression is:
Standing up for what you believe to be your rights, but in such a way that you violate the rights of others.

Refusing to consider the rights, needs, feelings of others.

Distress Zone

A deviation from the norm has occurred. 

Some of the symptoms of distress are:

Complaining – Coping
Reacting
Anger – emotion
Panic – reaction
Insisting – coping
Unpredictable behaviour
Irrational

Remove the Time Bomb !     

Comfort Zone People are in familiar situations and everything is as it should be.

Remove the time bomb quickly and avoid pushing people up the hostility chart.

Click here if you would like more information on our training solutions for dealing with aggressive and hostile situations

 

 

 

Please ask us about:

 

More interesting topics for you to consider:

»Easy to Make Mistakes
»Influencing and Negotiating
»Leading the Way
»Clock Watchers
»When adults behave like children
»Are you a spoon feeder


 


 

 



 

 
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OFFER OF THE MONTH

This month we are offering a limited number of courses at half the usual fees, for course booked to be delivered in December 2017.

This could help you provide training for your teams for as little as £400.

Subject to availability

Terms and conditions apply

Contact us for more information

Offer ends 5 September 2017

 


 

 

The Light Touch

 

The scorpion and the swan

A scorpion wanted to cross a river. On the bank he saw a swan and asked if the swan would carry him on his back to the other side.

The swan replied "No, If I carry you on my back you will sting me."

"But why would I sting you when we would both most certainly die," replied the scorpion.

The swan eventually accepted that the scorpion had a point, and agreed to take him to the other side.

Half way across, the scorpion stang the swan, and they both began to drown. "But why did you break your word and sting me, knowing we would both die?" asked the swan.

"Because I am a scorpion; it is in my nature." said the scorpion.

 

 

 

 

Quote of the Month

 

"No man is fit to command another that cannot command himself."

William Penn

 

 

 

 

 

 

 

NEXT MONTH'S THEME:
Purpose and Values

 

 

 



Syd Strike Training Solutions
Yarm House
2 Hawkridge Close
Stockton on Tees
TS17 0QS

Tel: (01642) 767913

Email: info@sydstrike.co.uk
Web: www.sydstrike.co.uk

 

 

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