[eBook Code] Assertiveness (eBook Code, 1st)

Introduction 1

Part One 5

1 What is Assertion? 7

2 Win-Win 29

3 It’s All in the Mind 47

4 Assertive Communication 85

Part Two 125

5 Getting the Respect You Deserve at Work 129

6 Getting the Best Out of People at Work 141

7 Handling Dif. cult Behaviour and Coping with Con0 ict 155

8 Being Assertive in Meetings and Presentations 167

9 Families – Who’d Have ’em? 181

10 Friends, Neighbours and Social Occasions 193

11 Getting the Service You Deserve 205

Sustaining Your Assertion 217

About the Authors 225

Acknowledgements 227

Index 229