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 ...
