Part 1: Reversing the domino effect; recognizing behaviour; what makes us behave the way we do? - positive self-talk, early programming,rights; assertiveness and effective management; assertive techniques. Part 2: Reprimanding or criticizing a member of staff; being reprimanded or criticized; handling aggressive people; handling submissive people; handling resentment; delegating an unpleasant task; resolving conflict; saying "no" to a request; handling work overload from your boss; telling your team about tough targets; giving praise; being praised; performing well in meetings; talking to a poor listener; seeking guidance from your boss; reducing stress; handling persistent sales people.
