When can I use these skills?

Here's a list of the types of situation where the skills of empathy and assertiveness are very useful.  You can select the ones that are most relevant, and these will be the ones we'll help you with:

1. calming people down and gaining their co-operation when they are resisting, aggressive, complaining or objecting
2. persuading, selling or negotiating strongly without becoming entrenched in argument
3. standing up for what you think or want without getting a reputation for being difficult
4. disagreeing without getting into conflict
5. saying "no" without causing resentment
6. being firm but fair - "tough on the issue but soft on the person"
7. giving really bad news without appearing heartless
8. giving genuine praise without making people feel patronised
9. criticising without making people feel attacked
10. receiving criticism yourself without appearing defensive
11. appraising, counselling and coaching effectively
12. chairing and taking part effectively in meetings.

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