communication 2

Question 1

passive

Answer 1

ignoring your own needs/rights
avoiding conflict

Question 2

passive-aggressive

Answer 2

manipulating or blaming inappropriatley gets own way
unpredictable

Question 3

aggressive

Answer 3

getting your own way at the expense of others creates conflict

Question 4

assertive

Answer 4

saying what you want but not at the expense of others
- can negotiate and compromise

Question 5

3 principles of assertiveness

Answer 5

• honesty
• bottom line
• communicate as equals

Question 6

3 steps to assertiveness

Answer 6

• summaries them
• express yourself
• suggest action

Question 7

what type of statement is assertive

Answer 7

assertive ‘i’ statements

Question 8

broken record technique - for difficult situations

Answer 8

• repeat
• acknowledge
• continue

Question 9

calm model

Answer 9

C - clarify
A - address
L - listen
M - manage