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<p>Introduction 1</p> <p><b>Part One 5</b></p> <p>1 What is Assertion? 7</p> <p>2 Win-Win 29</p> <p>3 It’s All in the Mind 47</p> <p>4 Assertive Communication 85</p> <p><b>Part Two 125</b></p> <p>5 Getting the Respect You Deserve at Work 129</p> <p>6 Getting the Best Out of People at Work 141</p> <p>7 Handling Difficult Behaviour and Coping with Conflict 155</p> <p>8 Being Assertive in Meetings and Presentations 167</p> <p>9 Families – Who’d Have ’em? 181</p> <p>10 Friends, Neighbours and Social Occasions 193</p> <p>11 Getting the Service You Deserve 205</p> <p>Sustaining Your Assertion 217</p> <p>About the Authors 225</p> <p>Acknowledgements 227</p> <p>Index 229</p>

<p><b>Suzanne Potts</b> is a motivational speaker and an expert in assertiveness, who specialises in keynote speaking for industry conferences, corporate events and charity forums. Her passion for spreading assertiveness and negotiation skills into cultures, industries and countries has taken her to the war-torn territories of the former Yugoslavia, the military culture of Pakistan, Belarus and other communist style Republics. In the UK, she works within all industry sectors including retail, banking, pharmaceutical and charity.<br />Suzanne began her career in sales and distributions, managing diverse sales teams across many continents and cultures. By the mid 80’s working for Xerox, she reached the most senior sales operational post ever achieved by a woman. More recently she has been working with the government and senior women from the FTSE 500 companies in supporting the aims of the 'Davies' report to promote more women into the Boardroom.<br />Since becoming the Director of Teamskills, audiences throughout the world have benefited from Suzanne's expertise.</p> <p><b>Conrad Potts</b> is a psychologist and a corporate training consultant. He specialises in change management, performance improvement and motivation, and has led numerous change management programmes for multi-national organisations. He has appeared both on BBC and ITV programmes as the "resident psychologist".<br />Conrad has lived and worked throughout the UK, Europe, Russia, Middle East and the South Pacific, and for many years had taught at the London Business School, and lectured at Imperial College and Manchester Business School. Most recently he has been facilitating with the 'Escaping Victimhood' charity to rehabilitate the lives of those who have experienced the results of violent crime. He is a founder member of Teamskills dedicated to the development of talent in organisations, teams and leadership.<br />The authors developed their skills and training profile with Ken & Kate Back, who were the leading authorities on Assertiveness in the 80s and 90s. With more than 60+ years between them, Conrad and Suzanne are positioning themselves as their natural successors.</p>

<b>Time to put your foot down</b><br /><br />You don't have to be pushy to get what you want. There are simple ways to assert yourself that will make you happier, healthier and more successful.<br /><br />Assertiveness is about seeing the other person's viewpoint and being prepared to listen. The more flexible you are, the more choices you have about how you relate to others, and the more opportunities you have to resolve conflicts.<br /><br />Packed with practical tools and techniques for dealing with a whole host of situations in work and life, you will learn how to:<br /> <ul> <li>Get the respect you deserve at work, deal with your boss and say 'no'</li> <li>Get the best out of the people you work with</li> <li>Handle difficult behaviour and cope with conflict</li> <li>Be self-assured in meetings and presentations</li> <li>Deal with your family, friends and neighbours, and challenging social occasions</li> <li>Get the service you deserve from retailers, trades people and public services</li> <li>Sustain your assertiveness and maintain your wellbeing and balance</li> </ul> Don't be a push over - learn how to make your voice heard and deal with any tricky situation with self-assurance and confidence.

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