Assertive skills for customer service solutions

Support material

Last Published  01 August 2012

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You can download and customise the following handout material created to support this tool.
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Assertive versus passive aggressive

 (33 KB)
Last Published: 01 Aug 2012
Use this table when explaining some of the classic visual clues of these behaviours.
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Assertiveness checklist

 (33 KB)
Last Published: 01 Aug 2012
Assess and feedback on someone's behaviour by looking for these key visual clues.
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Practice instructions

 (33 KB)
Last Published: 01 Aug 2012
Use this group role play scenario to practise the fundamentals of assertiveness skills.