Contact Us
Monday, 28th September 2020

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

Facebook Login

                    ECABO

                   Accredited training provider

               quality  Certified Courseware

                    payment-method

Instant download training package

sales-forecasting-training-course-material  
Sales Forecasting
for only
Price: $99.95  $79.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

 

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 539.85 $ 349.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

 

Passive Agressive Passive-Agressive Assertive
Face-passive Face-Agressive Face-Pass-aggress Face-assert

 

Assertiveness is all about your rights and other people’s rights as well. Developing one’s assertiveness depends very much on one’s ability to express these rights, in speech, in text and through appropriate non-verbal communication. In developing our assertiveness we will often have to be prepared to negotiate our rights to balance these with those of others.

It is widely thought that (and this is not an official study or survey done just a very rough estimate) that 85% of people on the planet are Passive and 10% are aggressive and only 5 % are assertive.

Lets look at the major characteristics of each communication style to get a better picture :

Passive behavior: Face-passive


-His Mission is to Please others
-Need to be Liked by others
-Eye Contact - Poor
-Communicates Indirectly
-Has Little or No Opinion
-Pretends Things Are Fine
-Avoids Confrontation as much as possible
-Seeks Comfort
-Hint about what they want and do not say it directly
-His greatest fear is - Never Getting What  he Wants

Agressive Behavior: Face-Agressive


Aggressive individuals are essentially selfish. They know what they want and like, and disregard the needs of others in satisfying their own needs.
Aggressive people think of themselves as superior beings. They think they are OK and the rest of the world is not. They voice their opinions and needs, and behave as if others do not matter.


-Their mission is to Control
-Need to be Right
-Eye Contact - Stare
-Communicates Directly
-Very Opinionated
-Nothings Ever Good Enough
-Thrives on Confrontation
-Seeks Tension
-Demand rather than say please when asking for something
-Their greatest fear is  - To Be Found Out

 

Passive- Agressive behavior: Face-Pass-aggress

Passive-aggressive behavior refers to passive, sometimes obstructionist resistance to authoritative instructions in interpersonal or occupational situations. Sometimes a method of dealing with stress or frustration, it results in the person attacking other people in subtle, indirect, and seemingly passive ways. It can manifest itself as resentment, stubbornness, procrastination, sullenness, or intentional failure at doing requested tasks.

 Passive-Agressive people want to get even and use trickery,seduction, and manipulation to get their way. Usually not as open as aggressive types, those who are passive-aggressive are often nice to your face and use behind-the-back techniques to get even. They attempt to gain control or get their way by using silent treatment, withdrawing affection and attention, gossiping, tattling, and refusing to cooperate. When asked what is wrong, they often say, “oh, nothing,” even though their body language or their behavior is clearly stating that there is something wrong. 

 Assertive behavior:Face-assert


-Complements others
-Values People
-Response-Able
-Problem Solver
-Solution Oriented
-Non-judgmental
-Great Eye Contact
-Congruent  ( What's said is confirmed and supported by body language and also congruent by always delivering on promises)
-Sees the Real Person
-Respect Rights
-Living Example
-Proactive & Fearless
-Never Complains
-On Time & Thorough
-Gives Opportunity
-Focus on Facts & Listens
-Gather Info Not Evidence
-Acknowledge Emotions
-Takes Ownership
-Confident & Accountable
-Humble & Appreciative
-State what they Want
-State what they Need

The assertive person is likely to look the other person in the eye, not by staring the other person out, which is very typical of the behaviour of the aggressive person, but by having a generally confident degree of eye contact. This is very important when it comes to interviewing and being interviewed. Sit or stand in a way that gives off a confident impression, i.e. not slouching or standing erect but in a comfortable but confident posture. This again is important in interviews. Speak in an audible fashion. Passive people tend to mumble, that’s one very good reason why they are perceived as passive. Aggressive people tend to dominate by letting the whole room know they’re there, Assertive people in many occasions repeat their message several times until it is acknowledged or appreciated.


THE ASSERTIVE BODY LANGUAGE

Facial Expression:
● Committed
● Concerned
● Interested
● Responsive

Posture:
● Upright
● Relaxed
● Open

Eyes:
● High eye contact

Speech and Voice:
● Direct
● Relaxed
● Friendly
● Well moderated
● Not strained

Gestures:
● Open
● Hands not raised above elbow
● Parallel shoulders


Related articles

Greeting Customers Professionally

Greeting customers , your crucial first impression Whether you are in a retail store, hotel, receptionist in a company or in any customer facing situation those first few seconds set the tone and ...

2012-08-19 04:31:34

Customer service

World Class Customer Service, What is it?Delivering world class customer care means having the capacity to provide a memorable,unforgettable experience to each individual customer.World class ...

2013-02-10 13:57:11

Empathy Vs Sympathy

• Sympathy involves identifying with, and even taking on, another person’s emotions. A sympathetic response is, “I’m really angry about those centerpieces, too.” • Empathy means acknowledging and ...

2012-02-10 22:57:47

7 Defusing techniques

Defusing angry Customers 1-EmpathizeShow acceptance not necessarily agreement for what the customer said or experienced. 2-ApologizeExpress sincere personal regret for the bad experience. If ...

2012-02-10 19:25:05

Building Customer Rapport

Smile Try to smile more when you are with customers, the more you show your enjoyment in the relationship, the more at ease and comfortable your customer will be.    Genuinely Compliment ...

2012-02-11 09:52:59

What is proactive customer management ?

Being efficient in conversations with customers is based around getting two fundamental aspects right – the direction of the conversation and the control of the conversation. The direction of the ...

2012-08-23 02:57:08

World Class Customer Care,What is it?

Delivering world class customer care means having the capacity to provide a memorable,unforgettable experience to each individual customer. World class customer care is not about meeting but about ...

2012-02-08 13:34:33

WIIFM to provide great customer service?

 What's In It For Me? why should I provide great customer service? You don't own the company and you may not be paid more for providing great customer service so why should you bother ? Here ...

2012-02-09 20:33:38

all courseware packages

No need to sign up if you have Facebook!

Facebook Login

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $539.85 $349.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $719.85 $449.95

Training Articles

03 Mar

Job ...

Clearning up the confusion.Job Analysis: Is the process of studying the duties and ...

Read details
10 Feb

Coaching & Feedback

What is coaching all about? Coaching is the process of systematically developing people ...

Read details
09 Mar

Managing Up

Many people do not take seriously the need to “manage up”;or at least they do not believe ...

Read details

Get all available programs and save !! 

For only $2995.95

 allcourses   +  all mini courses
30 Full Courses   6 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

03 Mar

Job ...

Clearning up the confusion.Job Analysis: Is the process of studying the duties and ...

Read details
10 Feb

Coaching & Feedback

What is coaching all about? Coaching is the process of systematically developing people ...

Read details
09 Mar

Managing Up

Many people do not take seriously the need to “manage up”;or at least they do not believe ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $719.95 $449.95

Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405

 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

  The Presenter-Trainer Package

 

 

  Get All Packages

(Get all available programs for one low price)