what is assertive behaviour
assertive behaviour is being able to stand up for what you believe in and having the ability to be firm and direct whilst acknowledging the other persons feelings. By being assertive you establish a bottom line and focus on whats relevant
what are some positive effects of assertiveness
not infringing the rights of the other person, aids in rapport building process, non threatening or aggressive towards the person, clearly sends the message to the other person
what are some negative effects of aggressiveness and provide alternative behaviour
Intimidating and threatening the other person, the use of force to get what you want, engages in irrelevant conversation, does not listen to reason, inappropriate body language (tensing, shaking, menacing eye stare and clenched fist or jaw), creates discomfort and breaks down communication. an alternative behaviour is assertiveness
what are some negative effects of being passive and provide an alternative
does not stick to the bottom line, no options explained, no control of the situation at hand, and a soft tone of voice, lack of confidence and posture. Hesitant speech and poor eye contact. an alternative behaviour is assterviveness
what is aggressive behaviour
aggressive behaviour can be defined as disregarding the other persons rights and feelings to get what you want
what is passive behaviour
passive behaviour can be defined as putting the rights of others in front of your own and having little regard for your rights and doing things to please others instead of yourself
what is rapport building
rapport building is finding common ground, building a positive relationship and making someone feel comfortable with you through empathy
what are some positive effects of rapport building
builds trust, aids in obtaining information, creates a relaxed and comfortable environment. Allows to have their say, using self disclosure if necessary
what are some negative effects of poor rapport building
fails to find common ground, no attempt to create any trust, making the other person feel uneasy, un interested in engaging with the other person
what is empathy
empathy is the ability to put yourself into the other persons shoes and understand how they are feeling. By being empathetic you are showing that you care for the person
what are positive effects of empathy
builds trust, understand why it is they feel like they do in the situation, keeps the communication open and flowing, assists in rapport building with the person, knowing what it feels like to be in their position, enhances the communication process. (BUKAKE)
what are negative effects of empathy (lack of empathy)
over sympathetic towards the person, lack of interest, poor paralanguage, unable to understand the other persons situation, fails to communicate effectively, the other person feels like you don’t care, lack of eye contact and facial expressions, failure to hear and understand what is being said (could be marginal listening)
what is IDEA EAR
Identify Define Example Approp/Inapprop Effect Alternative Result
