Introduction | p. 1 |
To be, or not to be? | p. 3 |
Conditioning | p. 3 |
Appropriate behaviour choice | p. 4 |
Prepare to assert yourself | p. 9 |
Tension control | p. 11 |
Inner calm | p. 12 |
Positive thinking | p. 15 |
Self-awareness and self-esteem | p. 16 |
Positive self-image | p. 18 |
Positive language | p. 20 |
Positive affirmations | p. 22 |
Positive outcomes | p. 25 |
Rights and wrongs | p. 29 |
Everyone's basic rights | p. 30 |
Now and then | p. 35 |
How assertive are you? | p. 35 |
Now see hear | p. 41 |
Listening | p. 41 |
The art of small talk | p. 43 |
Conflict resolution | p. 46 |
Body talk | p. 51 |
Body language | p. 51 |
Relationships | p. 59 |
Matching | p. 60 |
Mirroring | p. 62 |
Why bother to match and mirror? | p. 62 |
Relationships with relatives | p. 63 |
Words and phrases | p. 69 |
Direct, assertive communication | p. 69 |
Honesty | p. 75 |
Spontaneity | p. 77 |
Power | p. 81 |
Confident delivery | p. 81 |
Volume and intonation | p. 82 |
Projection | p. 85 |
Position and status | p. 85 |
Yes and no | p. 91 |
Making and refusing requests | p. 91 |
Broken record technique | p. 93 |
Problem people | p. 101 |
The irate | p. 102 |
The stayer | p. 103 |
The rabbit | p. 104 |
Your boss | p. 105 |
The critic | p. 108 |
Tricky situations | p. 115 |
Giving criticism | p. 115 |
Compliments | p. 117 |
Asking for a rise, promotion or career move | p. 118 |
Being interviewed | p. 120 |
Presentations | p. 122 |
Meetings | p. 124 |
Conclusion | p. 131 |
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