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Assertiveness: How To Be Strong In Every Situation by Suzanne Potts, Conrad Potts

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Index

absolute thinking

aggression

4P approach

beliefs

body language

example situations

responding to

think-feel-act model of behaviour

win-lose approach

assertive listening

assertiveness

aggression confused with

beliefs

body language

definition of

example situations

levels of assertive options

world view and language patterns

assumptions

basic assertion

conflict with work colleagues

families

friends

getting better service

giving feedback to staff

respect at work

beliefs

blaming others

body language

assertive listening

dealing with aggression

meetings

rapport

saying “no”

see also non-verbal communication

childhood, beliefs formed in

children

choice

closed questions

communication

assertive listening

internal and external

levels of assertive options ...

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