Table of Responsive and Assertive Behaviours RESPONSIVE BEHAVIOURS ASSERTIVE BEHAVIOURS Display empathy Voice clear, precise, crisp, firm – Use body language to indicate Tone strong, steady, calm, with emphasis – listening e.g. Body straight, balanced nod, “go on”, “uhuh” – Keep good eye contact Stand firmly on two feet Voice open, interested, inquiring Face to face – Body relaxed, open posture Language I think, I feel, I want – – Tone firm, level Firm handshake – Express feelings Use gestures to emphasise Ask information seeking questions Use clear and concise statements Be flexible with time perspectives Regular breathing Allow silence Listen to the tempo of your delivery questions Challenge (if appropriate) Don’t rush Use open-ended responses Concentrate on details Avoid whining “poor me” Use stories and anecdotes
Table of Responsive and Assertive Behaviours RESPONSIVE BEHAVIOURS ASSERTIVE BEHAVIOURS Display empathy Use body language to indicate listening e.g. nod, “go on”, “uhuh” Keep good eye contact Voice – open, interested, inquiring Body – relaxed, open posture Tone – firm, level Express feelings Ask information seeking questions Be flexible with time perspectives Allow silence Don’t rush questions Use open-ended responses Avoid whining “poor me” Use stories and anecdotes Voice – clear, precise, crisp, firm Tone – strong, steady, calm, with emphasis Body – straight, balanced Stand firmly on two feet Face to face Language – I think, I feel, I want Firm handshake Use gestures to emphasise Use clear and concise statements Regular breathing Listen to the tempo of your delivery Challenge (if appropriate) Concentrate on details