word
sp
HAS
sp
ANYBODY
COME
ACROSS
sp
THOSE
TERMS
sp
ASSERTIVE
AGGRESSIVE
AND
PASSIVE
YEAH
A
LOT
OF
sp
TRAINING
GOES
ON
ABOUT
ASSERTIVENESS
TRAINING
AND
MAYBE
sp
THE
WORD
HAS
sp
GOT
AROUND
sp
ASSERTIVENESS
sp
IS
GOOD
AND
sp
EVERYTHING
sp
ELSE
ISN'T
SO
sp
GOOD
sp
I
THINK
sp
MAYBE
THAT'S
RIGHT
ON
SOME
OCCASIONS
BUT
THE
THING
ABOUT
THIS
IS
THAT
VERY
MUCH
DEPENDS
WHERE
WE
ARE
AND
WHAT
SITUATION
WE'RE
IN
AND
WE
MAY
ACTUALLY
CHOOSE
TO
USE
sp
ONE
OF
THE
sp
OTHER
TYPES
sp
OF
sp
BEHAVIOUR
WHAT
SORT
OF
SITUATION
MIGHT
YOU
CHOOSE
TO
USE
sp
THAT
sp
TYPE
sp
OF
sp
HEADING
sp
{OOV}
sp
POSSIBLY
sp
YES
ER
A
sp
SITUATION
sp
THERE
sp
WHERE
YOU
MIGHT
ACTUALLY
sp
{OOV}
sp
WELL
YOU
TELL
sp
ME
WHAT
sp
YOU
THINK
SO
IT'S
sp
ACTUALLY
sp
DECLINING
sp
BACKING
OFF
YEAH
sp
SO
MAYBE
WE'D
USE
IT
IN
THAT
SITUATION
OR
sp
WORKING
sp
WITHIN
A
sp
BANK
AND
sp
SOMEBODY
RUNS
IN
sp
WITH
A
sp
SHOTGUN
WHAT
SORT
OF
BEHAVIOUR
THEN
{OOV}
sp
THERE
AREN'T
TOO
MANY
PEOPLE
WHO
ACTUALLY
GO
AGGRESSIVE
sp
AND
WRESTLE
sp
THE
GUNMAN
TO
THE
sp
GROUND
YEAH
THERE
MAY
BE
sp
THE
ODD
ONE
OR
TWO
BUT
sp
THE
RISK
sp
HE'S
sp
MAKING
sp
HIS
HEAD
sp
BLOWN
OFF
BY
sp
DOING
sp
IT
sp
SO
AGAINST
sp
MOST
sp
OF
sp
US
sp
WILL
sp
SAY
HERE
YOU
sp
ARE
TAKE
MY
MONEY
sp
AND
RUN
{OOV}
sp
PASSIVE
BEHAVIOUR
sp
WHAT
ABOUT
AGGRESSIVE
sp
BEHAVIOUR
sp
THEN
WHAT
{OOV}
CHOOSE
sp
TO
USE
sp
THAT
sp
{OOV}
ROB
sp
A
BANK
{OOV}
AGGRESSIVE
sp
BEHAVIOUR
sp
YEAH
sp
WHY
NOT
{OOV}
ORGANIZATION
sp
WHEN
ALL
sp
ELSE
FAILS
REALLY
sp
RIGHT
sp
I
sp
MEAN
sp
IT
sp
COULD
sp
BE
AS
A
MATTER
OF
A
sp
LAST
RESORT
sp
YEAH
MAYBE
sp
HE'S
sp
A
sp
BIT
sp
CRANKY
ABOUT
sp
THE
SCALE
sp
{OOV}
sp
SO
IT
sp
MAY
BE
A
sp
CONSCIOUS
DECISION
THAT
{OOV}
sp
GOES
sp
WITHOUT
{OOV}
HE'S
FEELING
AGGRESSIVE
{OOV}
RIGHT
YES
sp
IT'S
sp
QUITE
sp
OFTEN
AGGRESSIVE
PEOPLE
{OOV}
PASSIVE
sp
PEOPLE
WHO
LIKE
MAYBE
HAVING
PASSIVE
sp
PEOPLE
sp
AROUND
sp
AND
sp
JUST
sp
NEEDS
sp
SOMEBODY
sp
TO
sp
WALK
sp
OVER
sp
{OOV}
TO
SHOUT
sp
AT
AND
BEHAVING
IN
sp
AN
AGGRESSIVE
WAY
SO
sp
MAYBE
sp
WE
sp
HAVE
sp
TO
sp
GO
sp
AGGRESSIVE
WHEN
sp
WE
sp
DEAL
WITH
AN
sp
AGGRESSIVE
sp
PERSON
sp
SO
PERHAPS
sp
THE
FIRST
sp
THING
sp
ABOUT
sp
THAT
sp
CONTINUUM
IS
sp
THAT
sp
NONE
OF
sp
THEM
sp
ARE
sp
RIGHT
sp
OR
WRONG
sp
WE
ALL
sp
DIS
REPRESENT
THE
sp
WAYS
OF
BEHAVING
sp
AND
sp
IT'S
sp
VERY
sp
MUCH
A
sp
PERSONAL
sp
CHOICE
WHICH
ONE
WILL
USE
AT
ONE
sp
STAGE
{OOV}
RIGHT
sp
OR
WRONG
THE
{OOV}
sp
TO
sp
SAY
sp
ANYTHING
IS
sp
THAT
WE
ALL
sp
HAVE
sp
NATURAL
PLACES
WHERE
WE
FEEL
COMFORTABLE
WE
sp
ALL
HAVE
PARTICULAR
sp
STYLES
WHERE
IT'S
EASIER
TO
EAT
IT'S
MORE
COMFORTABLE
sp
PERHAPS
{OOV}
IS
AN
EXAMPLE
AND
VERY
COMFORTABLE
JUST
STAYING
WHERE
sp
WE
ARE
sp
BEING
PASSIVE
IT'S
NOTHING
PARTICULARLY
PROGNOSTIC
ABOUT
sp
THAT
sp
FOR
US
sp
SO
sp
WE
ACTUALLY
sp
CHOOSE
sp
TO
sp
BE
sp
WHEREVER
WE
sp
WANT
TO
BE
IT'S
VERY
sp
MUCH
sp
A
sp
PERSONAL
CHOICE
sp
THE
THIRD
THING
ABOUT
sp
THAT
IS
sp
THAT
IT
sp
REPRESENTS
sp
US
sp
SAYING
sp
CONTINUUM
NOW
WE'VE
GOT
VERY
MUCH
sp
A
PERSONAL
PERSPECTIVE
AND
WE
SEE
THINGS
THROUGH
OUR
OWN
EYES
SO
SOMEBODY
MAY
SEE
SOMEBODY
BEHAVING
AND
REGARD
sp
THAT
AS
AN
sp
ASSERTIVE
BEHAVIOUR
sp
SOMEBODY
ELSE
sp
MAY
sp
ACTUALLY
SEE
THAT
sp
AS
AGGRESSIVE
IT'S
VERY
MUCH
A
PERSONAL
VIEW
OF
sp
ACTUALLY
WHERE
WE
SEE
THE
PEOPLE
sp
LYING
AND
ALSO
INDEED
THE
sp
PEOPLE
sp
WHO
sp
PREFER
TO
DEAL
WITH
sp
THEM
sp
MAYBE
THESE
PEOPLE
HERE
sp
PREFER
sp
TO
DEAL
sp
WITH
AGGRESSIVE
PEOPLE
OR
INDEED
sp
PASSIVE
sp
BECAUSE
sp
YOU
CAN
COMPLETELY
sp
WALK
OVER
sp
THEM
{OOV}
DON'T
LIKE
DEALING
WITH
ANYBODY
THEY'RE
TOTALLY
sp
PASSIVE
ON
sp
THE
sp
FAR
END
sp
OF
sp
THE
SCALE
sp
{OOV}
PASSIVE
SO
WE
ALL
HAVE
PERSONAL
PREFERENCES
WITH
PEOPLE
WHO
WE
LIKE
TO
DEAL
sp
WITH
AND
INDEED
HOW
WE
SEE
PEOPLE
sp
AS
WELL
{OOV}
SO
GOT
TO
CONTINUE
ON
sp
THERE
sp
ON
BEHAVIOURS
sp
RECOGNIZE
PEOPLE
sp
THAT
sp
YOU
sp
SEE
AROUND
ABOUT
sp
{OOV}
RECOGNIZE
TO
BE
AGGRESSIVE
SOME
AS
ASSERTIVE
SOME
AS
PASSIVE
WHAT
ARE
SOME
OF
THE
CLUES
sp
IF
YOU
sp
LIKE
sp
THAT
sp
TELL
US
sp
IF
PEOPLE
BEHAVE
IN
AN
ASSERTIVE
AGGRESSIVE
PASSIVE
sp
WAY
sp
WHAT
sp
ARE
sp
SOME
OF
THE
OTHER
sp
CLUES
sp
{OOV}
TAKE
THAT
AWAY
FROM
US
RIGHT
{XX}
BODY
LANGUAGES
A
VERY
GOOD
EXAMPLE
ON
SORT
OF
THE
sp
CLUES
SOME
BEHAVIOURS
THAT
MAKE
US
sp
SAY
sp
YEAH
IT'S
sp
AGGRESSIVE
PASSIVE
ASSERTIVE
TONE
OF
VOICE
CERTAINLY
ANYTHING
ELSE
ABOUT
THE
VOICE
YEAH
VOLUME
VOICE
sp
TONE
VOLUME
WHAT
ELSE
WHAT
OTHER
sp
SORT
OF
sp
VISIBLE
sp
SYMPTOMS
sp
IS
{OOV}
BEHAVIOUR
sp
RIGHT
I
MEAN
PART
PARTLY
RELATED
TO
BODY
LANGUAGE
BUT
IT
{OOV}
THINGS
LIKE
sp
PROXIMITY
{OOV}
YEAH
sp
ABSOLUTELY
YEAH
sp
WHY
IS
IT
PEOPLE
WHO
USE
THE
AGGRESSIVE
WORDS
ARE
GON
NA
sp
BE
TOTALLY
DIFFERENT
sp
FROM
THE
sp
WORDS
{OOV}
sp
INDIVIDUAL
{OOV}
PASSIVE
sp
BEHAVIOUR
{OOV}
SO
THERE
ARE
A
sp
HOST
OF
sp
CLUES
THERE
IF
YOU
sp
LIKE
sp
ABOUT
THE
SORT
OF
THINGS
THAT
sp
PEOPLE
sp
WILL
ACTUALLY
DO
{OOV}
AND
THESE
ARE
ALL
UNDERLAID
BY
AN
sp
ATTITUDE
IF
sp
YOU'VE
sp
GOT
A
SLIGHTLY
sp
DIFFERENT
ATTITUDE
sp
{OOV}
ALSO
AN
ATTITUDE
sp
OKAY
WHAT
I'D
LIKE
sp
TO
DO
IS
GET
YOU
TO
sp
WORK
IN
THREE
SYNDICATES
LOOKING
AT
BODY
sp
LANGUAGE
sp
VOICE
sp
TONE
sp
WORDS
sp
PROXIMITY
ATTITUDE
sp
VOICE
VOLUME
{OOV}
BUT
WHAT
sp
WE'D
LIKE
TO
DO
IS
ACTUALLY
WORK
IN
A
SYNDICATE
THAT
IS
OUT
OF
sp
STYLE
OUT
sp
OF
KEEPING
IN
sp
YOUR
NORMAL
sp
STYLE
sp
SO
sp
FOR
sp
EXAMPLE
IF
sp
YOU'RE
sp
NORMALLY
AGGRESSIVE
WE'D
ACTUALLY
sp
LIKE
YOU
TO
sp
GO
WITH
A
sp
SYNDICATE
THAT'S
PASSIVE
sp
AND
sp
WORK
{OOV}
PASSIVE
IF
YOU'RE
NORMALLY
sp
PASSIVE
sp
WE'D
sp
LIKE
YOU
sp
TO
WORK
IN
A
sp
SYNDICATE
THAT
WILL
BE
AGGRESSIVE
OKAY
sp
NOW
sp
WE'RE
OBVIOUSLY
{OOV}
EVEN
sp
SPLIT
sp
TWO
IN
EACH
sp
THREE
sp
SO
{OOV}
AGGRESSIVE
sp
GROUP
{OOV}
SO
sp
REMEMBER
sp
WANT
IT
TO
WORK
IN
A
sp
GROUP
THAT
sp
{OOV}
sp
A
NORMAL
sp
STYLE
SO
VOLUNTEERS
sp
FOR
GROUPS
{OOV}
ANYBODY
ELSE
I'LL
BE
sp
AGGRESSIVE
sp
{OOV}
AGGRESSIVE
OKAY
{OOV}
{OOV}
ASSERTIVE
sp
{OOV}
PASSIVE
{OOV}
ASSERTIVE
YES
{OOV}
YEAH
WELL
I
DU
N
NO
MAYBE
{OOV}
I
WAS
sp
GON
NA
SAY
IS
BECAUSE
WHAT
sp
WE'D
sp
LIKE
sp
YOU
TO
DO
IN
YOUR
sp
FEEDBACK
IS
ACTUALLY
GIVE
sp
YOU
A
sp
FEEDBACK
USING
THE
STYLE
THAT
YOU
WERE
sp
HOLDING
sp
BACK
sp
ON
SO
FOR
EXAMPLE
THE
GROUP
WHO
sp
ARE
DOING
THE
AGGRESSIVE
{LG}
I
DON'T
SAY
THAT
UNTIL
AFTER
{OOV}
sp
REPORT
BACK
{OOV}
ABOUT
BEING
sp
AGGRESSIVE
AND
WE'D
sp
LIKE
YOU
TO
REPORT
sp
BACK
MODELLING
AN
AGGRESSIVE
STYLE
YEAH
sp
ASSERTIVE
GROUP
sp
REPORT
sp
BACK
sp
MODELLING
AN
ASSERTIVE
STYLE
AND
sp
THE
PASSIVE
GROUP
sp
YOU
REPORT
BACK
MODELLING
A
sp
PASSIVE
sp
STYLE
OF
{OOV}
IF
HE
CAN
sp
ACTUALLY
sp
THINK
ABOUT
GETTING
UP
YEAH
OKAY
sp
SO
IF
YOU
sp
WOULD
sp
LIKE
TO
PREPARE
sp
YOURSELF
sp
RESPONSES
AND
sp
{OOV}
READY
FOR
A
PREPARATION
sp
NOT
sp
PREPARATION
PRESENTATION
sp
ERM
IT'S
sp
COMING
TO
HALF
PAST
NINE
GIVE
YOU
TWENTY
MINUTES
sp
ON
THAT
sp
PREPARATION
sp
SO
sp
IF
WE
CAN
BE
BACK
TEN
TO
TEN
THIS
{OOV}
GROUP
sp
PLEASE
sp
CAN
YOU
JUST
FLIP
sp
THE
THING
YEAH
SURE
sp
SO
IT'S
BODY
sp
LANGUAGE
sp
TONE
sp
VOLUME
sp
AND
VOICE
THINGS
LIKE
PROXIMITY
sp
THE
WORDS
THEY
sp
MIGHT
sp
USE
sp
AND
sp
ALSO
sp
WHAT'S
THE
sp
UNDERLYING
ATTITUDE
THAT
FIRES
THE
BEHAVIOUR
YOU'RE
LOOKING
sp
AT
sp
IN
TERMS
sp
YOU
sp
WAN
NA
WORD
{OOV}
HAY
LOFT
CONSERVATORY
{OOV}
SUBJECT
MATTERS
NOW
I'M
BEING
TOTALLY
sp
PASSIVE
sp
ABOUT
THAT
ONE
HOW
YOU
GETTING
ON
YEAH
DONE
YEAH
sp
YEAH
DONE
LOOKING
GOOD
OKAY
NOW
AT
THIS
STAGE
sp
YOU
sp
DON'T
NORMALLY
sp
HAVE
TO
sp
ASK
FOR
VOLUNTEERS
sp
FOR
sp
THE
FIRST
GROUP
BECAUSE
IT
USUALLY
SORT
OF
{OOV}
ROLE
THEN
OFF
THEY
GO
SO
GUESS
WHO'S
GON
sp
NA
GO
sp
FIRST
MORNING
{OOV}
sp
AGGRESSIVE
SO
WE
DON'T
NEED
TO
sp
GO
THROUGH
THIS
NOW
YOU'RE
GON
sp
NA
sp
GET
ON
AND
READ
IT
AND
YOU
CAN
REPORT
BACK
IN
TEN
MINUTES
AND
I
DON'T
WANT
ANY
QUESTIONS
RIGHT
AH
OH
OH
SHAME
{LG}
sp
{OOV}
sp
PRESENTATION
{LG}
SHORT
AND
SWEET
THINK
HE
GOT
sp
THE
sp
MESSAGE
sp
DID
YOU
GET
THE
MESSAGE
OTHER
GROUPS
sp
CERTAINLY
KNEW
WHICH
ONE
THEY
WERE
DOING
RIGHT
OKAY
sp
SO
WHAT
sp
YOU
SAY
sp
ABOUT
IT
BODY
sp
LANGUAGE
sp
EXPRESSIVE
sp
EYE
CONTACT
sp
TALKING
AT
THEM
AND
POWER
sp
STRIDING
WHAT'S
sp
POWER
sp
STRIDING
sp
SORT
OF
sp
POWER
STRIDING
sp
UP
AND
DOWN
WALKING
sp
UP
AND
DOWN
AND
BOUNCING
sp
ALMOST
YEAH
OKAY
SO
IT'S
sp
VERY
sp
MUCH
BODY
LANGUAGE
sp
THAT
IS
ACTUALLY
DIRECTIVE
sp
SORT
sp
OF
RIGHT
UP
sp
PEOPLE'S
NOSES
sp
QUITE
OFTEN
VERY
VERY
CLOSE
TO
PEOPLE
YEAH
ER
VOICE
TONE
VOICE
CERTAINLY
LOUD
SHORT
sp
SHARP
sp
PHRASES
ER
LITTLE
CHANCE
sp
OF
PAUSES
RAISED
TONE
YEAH
LIKELY
TO
BE
AGGRESSIVE
LIKELY
sp
TO
sp
BE
CERTAINLY
LIKELY
TOO
LOUD
YEAH
{OOV}
THINK
ABOUT
{OOV}
DOMESTIC
SILENCE
WHAT'S
WRONG
NOTHING
SO
THEY
SIT
THERE
AND
YOU
sp
THINK
sp
THERE'S
NOTHING
BEING
sp
SAID
BUT
sp
THE
ATMOSPHERE
IS
VERY
sp
MUCH
FULL
OF
AGGRESSION
FREQUENTLY
IS
LOUD
BUT
SOMETIMES
ABSOLUTELY
THE
COMPLETE
sp
OPPOSITE
sp
SILENCE
CAN
BE
ACTUALLY
VERY
AGGRESSIVE
sp
PARTICULARLY
WITH
sp
SOMEBODY
YOU
DON'T
NORMALLY
GET
THAT
SILENCE
FROM
YOU
KNOW
THEY'RE
NORMALLY
WARM
PLEASANT
INDIVIDUALS
AND
ALL
sp
OF
A
sp
SUDDEN
SILENT
AND
THAT'S
ACTIVELY
AGGRESSIVE
AS
WELL
CERTAINLY
sp
A
WORD
YOU
sp
MUST
sp
YOU
WILL
I
{OOV}
IMPOSING
{OOV}
LANGUAGE
POSITIVE
AND
THREATENING
{OOV}
CONVERSATION
{OOV}
I'M
sp
SORRY
I
CAN'T
READ
THAT
YEAH
SO
IT'S
LIKELY
TO
WAN
NA
BE
OUT
ON
THEIR
OWN
COMPETENT
sp
CONTROVERSIAL
{OOV}
OKAY
WHAT'S
THE
UNDERLYING
PHILOSOPHY
BEHIND
THAT
TYPE
OF
sp
BEHAVIOUR
sp
{OOV}
AGGRESSIVE
sp
BEHAVIOUR
sp
WHAT'S
sp
REALLY
JUST
sp
SORT
OF
sp
QUICK
sp
SUMMARY
sp
OF
ALL
OF
sp
THAT
{OOV}
sp
LACK
OF
SELF
CONFIDENCE
sp
POSSIBLY
sp
I
sp
MEAN
AGGRESSION
COULD
BE
A
RESPONSE
sp
TO
LACK
OF
SELF
CONFIDENCE
YOU'RE
sp
QUITE
sp
RIGHT
sp
IF
YOU'RE
sp
LACKING
IN
sp
SELF
CONFIDENCE
sp
YOU
sp
MAY
sp
DON'T
sp
WANT
sp
YOU
DON'T
sp
WAN
sp
NA
sp
GET
OTHER
PEOPLE'S
sp
VIEWS
AND
MEEKNESS
{OOV}
IMPOSE
THEM
SO
PERHAPS
THE
UNDERLYING
PHILOSOPHY
IS
I
WIN
YOU
LOSE
YEAH
{OOV}
ME
I'M
sp
GON
NA
WIN
AND
GON
NA
BE
LOUD
AND
BE
AGGRESSIVE
I'M
sp
GON
NA
STAND
OVER
YOU
I'M
GON
NA
STAND
VERY
CLOSE
TO
YOU
I'M
sp
GON
NA
POINT
MY
FINGER
AT
YA
I'M
GON
NA
STARE
AT
YOU
IT'S
ALL
ABOUT
I
WIN
YOU
LOSE
I
NEED
TO
BEAT
YOU
sp
I'M
GON
NA
STAMP
ON
YOU
I'M
GON
NA
MAKE
sp
SURE
THEY
ACTUALLY
sp
BEAT
YOU
SO
THAT'S
THE
UNDERLYING
sp
PHILOSOPHY
OF
AGGRESSIVE
IT'S
GON
NA
BE
I
sp
WIN
YOU
LOSE
OKAY
THANK
YOU
AGGRESSIVE
GROUP
sp
WHO'S
GON
NA
COME
NEXT
RIGHT
{LG}
{OOV}
THIS
IS
GON
NA
DO
sp
RIGHT
{OOV}
THE
ER
sp
BODY
LANGUAGE
{OOV}
VOICE
TONE
sp
VOLUME
sp
{OOV}
SOCIAL
DOMINANCE
{OOV}
THE
WORDS
{OOV}
AND
ATTITUDE
{OOV}
THANKS
{OOV}
AGAIN
IT
COMES
THIS
BUT
ASSERTIVE
BEHAVIOUR
{OOV}
BODY
LANGUAGE
ETCETERA
IT'S
VERY
MUCH
MIDDLE
OF
THE
ROAD
{OOV}
AGGRESSIVE
PERSON
{OOV}
YEAH
YEAH
I
THINK
THAT'S
A
GOOD
POINT
sp
COS
sp
CERTAINLY
IF
IF
YOU'RE
TOWARDS
THE
AGGRESSIVE
WE'VE
ACTUALLY
GOT
{OOV}
GO
YOU
MIGHT
SHOUT
A
BIT
LOUDER
sp
SHOUT
sp
A
BIT
LOUDER
AND
sp
WHAT
HAPPENS
sp
IF
IT
DOESN'T
WORK
sp
ALL
AT
THE
END
YOU
DO
IS
LOSING
YOUR
VOICE
sp
AND
AND
sp
IF
YOU
DON'T
GET
sp
YOUR
sp
WAY
THEN
sp
YOU
sp
{OOV}
IT
UP
LOUDER
AND
LOUDER
sp
AND
LOUDER
AND
sp
IF
YOU
sp
DON'T
sp
GET
sp
YOUR
sp
WAY
sp
YOU
MAY
HAVE
sp
TO
BACK
DOWN
sp
THEN
AND
sp
THE
AGGRESSIVE
PERSON
sp
BACKING
DOWN
TO
SORT
OF
sp
A
sp
SUBMISSIVE
DOESN'T
sp
ALWAYS
sp
HOLD
VERY
MUCH
CREDIBILITY
sp
MAYBE
sp
THE
sp
ASSERTIVE
sp
PERSON
MIGHT
sp
BE
ABLE
sp
TO
BE
MORE
sp
FLEXIBLE
CERTAINLY
COS
HE
CAN
MOVE
sp
BETWEEN
I'VE
NEVER
HAD
SOMEBODY
sp
FROM
sp
MY
CLASS
sp
SHOULD
BE
sp
ABLE
sp
TO
BEAT
PASSIVE
{OOV}
sp
ASSERTIVE
{OOV}
THAT
WAY
sp
FIND
IT
DIFFICULT
sp
TO
sp
DO
THAT
ONE
WHAT
sp
ABOUT
sp
THE
sp
PHILOSOPHY
sp
FOR
sp
THIS
sp
ONE
sp
THEN
ASSERTIVE
YES
sp
YEAH
THE
ATTITUDE
IS
sp
VERY
MUCH
ABOUT
I
sp
RESPECT
sp
YOUR
RIGHTS
AS
sp
AN
INDIVIDUAL
sp
YOU'VE
sp
GOT
EQUAL
RIGHTS
AS
sp
MUCH
AS
I
sp
HAVE
THE
INDIVIDUAL
sp
WHO'S
sp
GON
NA
BE
sp
ASSERTIVE
sp
IS
LIKELY
TO
BE
OPEN
sp
AND
HONEST
sp
OR
LIKELY
TO
ADMIT
sp
THINGS
sp
THAT
sp
ARE
sp
NOT
SO
sp
GOOD
sp
AT
sp
{OOV}
sp
HONEST
sp
{OOV}
THOSE
sp
BUT
THEY'RE
NOT
GON
NA
sp
NECESSARILY
APOLOGISE
sp
FOR
THOSE
THEY'RE
sp
GON
NA
TREAT
THOSE
AS
STATEMENTS
OF
FACT
AND
THEY'RE
sp
CERTAINLY
sp
GON
sp
NA
TRY
sp
AND
INVOLVE
sp
OTHER
sp
PEOPLE
AND
ACTUALLY
SAY
WHAT
DO
YOU
sp
THINK
sp
{OOV}
THIS
WHAT
ARE
SOME
sp
WAYS
FORWARD
ER
BUT
sp
IT
DOESN'T
MEAN
sp
THAT
THEY'RE
GON
NA
sp
BE
sp
WALKED
sp
ALL
OVER
AND
THEY
sp
STILL
sp
STAND
UP
FOR
THE
THINGS
THAT
THEY
FIRMLY
BELIEVE
IN
THEY
sp
MAY
NOT
sp
ALWAYS
GET
WHAT
THEY
WANT
BUT
AT
LEAST
THEY'RE
STANDING
UP
FOR
THEM
AND
ACTUALLY
FEEL
sp
GOOD
ABOUT
THEMSELVES
AFTERWARDS
BECAUSE
{OOV}
AT
LEAST
sp
I
HAD
sp
MY
SAY
IN
IT
AND
HAD
THE
OPPORTUNITY
sp
TO
sp
PUT
sp
SOMETHING
sp
IN
OKAY
sp
SO
sp
GOODNESS
sp
FROM
THE
ASSERTIVE
sp
GROUP
PASSIVE
sp
GROUP
RIGHT
sp
WELL
ERM
sp
WE
sp
DECIDED
sp
TO
ER
CHANGE
sp
{OOV}
WELL
I
THINK
sp
THE
I
sp
DECIDED
sp
THAT
WHAT
{OOV}
I
sp
DID
IT
sp
FOR
sp
SMALL
sp
REASONS
sp
{OOV}
THANK
sp
YOU
VERY
sp
MUCH
THANKS
DAVID
COMMENTS
sp
FROM
sp
THE
sp
OTHERS
sp
FOR
THAT
sp
PASSIVE
sp
BEHAVIOUR
IT'S
VERY
APOLOGETIC
RIGHT
IT
FREQUENTLY
sp
IS
APOLOGETIC
sp
YEAH
WHY
WHY
IS
IT
LIKELY
sp
TO
sp
BE
APOLOGETIC
YEAH
I
MEAN
IT'S
ABOUT
TO
DECIDE
WHETHER
YOU
LOSE
SITUATIONS
NOW
I
LOSE
EVERYBODY
ELSE
IS
MUCH
BETTER
sp
THAN
ME
EVERYBODY
ELSE
HAS
GOT
A
FAR
BETTER
sp
RIGHT
TO
sp
ACTUALLY
{OOV}
THEY
OFTEN
CAN
sp
BE
RELATED
TO
{OOV}
IN
sp
HIERARCHY
sp
{OOV}
TERRIBLY
sp
AGGRESSIVE
sp
TO
sp
HIS
sp
SUBORDINATES
sp
BUT
sp
THE
COMPANY
sp
OR
sp
HIS
BOSS
{OOV}
QUITE
OFTEN
sp
THE
sp
POSITION
sp
THE
sp
ATTITUDE
sp
THAT
sp
WE
ACTUALLY
sp
TAKE
sp
{OOV}
PASSIVE
AGGRESSIVE
ASSERTIVE
SO
A
RANGE
OF
sp
BEHAVIOUR
sp
IS
VERY
sp
IMPORTANT
IN
INFLUENCING
sp
THAT
WE
IDENTIFY
sp
WHERE
WE'RE
sp
COMING
FROM
AND
WHERE
sp
THE
sp
OTHER
sp
PARTY'S
COMING
FROM
AS
sp
WELL
sp
SO
sp
THAT
WE
sp
CAN
MAYBE
BEGIN
TO
MOULD
sp
OUR
BEHAVIOUR
sp
AND
DECIDE
WHAT
IS
APPROPRIATE
MAYBE
ON
SOME
OCCASIONS
TOWARDS
A
sp
PASSIVE
{OOV}
ACTUALLY
GON
NA
HELP
sp
US
ACHIEVE
sp
FOR
sp
INFLUENCE
WE
sp
MAY
sp
DECIDE
LET'S
sp
BE
PASSIVE
sp
AND
sp
MOVE
sp
TO
sp
BATTLE
sp
{OOV}
DECIDE
sp
IS
ACTUALLY
AN
sp
IMPORTANT
sp
ISSUE
sp
AND
sp
WAN
sp
NA
BE
AGGRESSIVE
AND
THEY
ACTUALLY
BRING
IN
sp
A
RELATIONSHIP
{OOV}
SO
IMPORTANT
{OOV}
ON
sp
OTHER
OCCASIONS
WE
MAY
DECIDE
sp
ASSERTIVENESS
sp
IS
sp
AN
INVESTMENT
ACTUALLY
GOT
TO
sp
USE
sp
THAT
sp
STYLE
OF
sp
BEHAVIOUR
sp
TO
sp
GET
sp
MY
POINT
ACROSS
AND
sp
TO
LISTEN
sp
TO
THEM
AS
WELL
SO
THE
CHOICE
sp
IS
sp
THE
sp
CHOICE
{OOV}
{OOV}
sp
RIGHT
sp
YOU'VE
GOT
A
VIEW
sp
BUT
THE
OTHER
PARTY
sp
{OOV}
THE
OTHER
sp
PARTY
ACTUALLY
HAS
sp
A
POINT
OF
sp
VIEW
{OOV}
YOU
DON'T
KNOW
{OOV}
YOU
NEED
sp
TO
LOOK
{OOV}
CHANGE
CHANGE
IS
sp
PROBABLY
sp
THE
sp
BIGGEST
{OOV}
sp
SITTING
WITH
sp
THEIR
sp
ARMS
CROSSED
sp
{OOV}
QUITE
sp
LONG
sp
PERIODS
sp
{OOV}
INVOLVED
sp
WITH
WHAT
IS
sp
GOING
ON
sp
{OOV}
PEOPLE
WHO
sp
SIT
WITH
THEIR
FOLDING
{OOV}
sp
SOMETIMES
sp
CHANGE
sp
OF
ATTITUDE
{OOV}
HOW
sp
PEOPLE
REACT
sp
{OOV}
INDEED
AND
sp
ONE
OF
THE
POINTS
{OOV}
CAN
BE
sp
MORE
sp
DIFFICULT
{OOV}
sp
YOU
DON'T
sp
KNOW
sp
{OOV}
OKAY
sp
SO
sp
WE'VE
sp
HAD
A
LOOK
AT
THE
THREE
sp
DIFFERENT
sp
ERM
BEHAVIOUR
TYPES
PASSIVE
sp
AGGRESSIVE
ASSERTIVE
{OOV}
STAGE
FURTHER
THOUGH
AND
BEGIN
TO
THINK
ABOUT
WHAT
WE'RE
DEALING
WITH
PEOPLE
sp
WITH
DIFFERENT
sp
BEHAVIOUR
sp
TYPES
HOW
DO
WE
sp
ACTUALLY
sp
MANAGE
TO
DEAL
WITH
THEM
sp
{OOV}
SOME
OF
THE
sp
WAYS
THAT
WE
CAN
sp
ACTUALLY
sp
DO
sp
THAT
SO
sp
WE'LL
DO
sp
LET'S
sp
JUST
SPLIT
INTO
sp
TWO
GROUPS
ONE
sp
GROUP
TO
HAVE
A
LOOK
AT
AGGRESSIVE
PEOPLE
sp
ONE
GROUP
TO
HAVE
A
LOOK
AT
PASSIVE
AND
sp
WHAT
I'D
LIKE
TO
sp
DO
IS
sp
IDENTIFY
ANY
sp
GROUPS
HOW
sp
YOU
GON
NA
DEAL
WITH
sp
PEOPLE
WHO
ARE
sp
WE
GET
THIS
sp
SIDE
OF
sp
THE
GROUP
TO
sp
BE
AGGRESSIVE
PEOPLE
{OOV}
PASSIVE
sp
SIDE
WE'LL
GIVE
sp
THE
RIGHT
HAND
SIDE
OF
THE
GROUP
AS
I'M
sp
STANDING
LOOK
AT
THE
PASSIVE
PEOPLE
HOW
ARE
sp
YOU
sp
GON
sp
NA
DEAL
sp
WITH
sp
PASSIVE
sp
PEOPLE
ON
sp
THE
RIGHT
AND
HOW
ARE
YOU
GON
NA
sp
DEAL
sp
WITH
AGGRESSIVE
sp
PEOPLE
sp
WHAT
sp
ARE
sp
SOME
OF
THE
THINGS
THAT
YOU
CAN
DO
WHEN
sp
YOU
sp
ACTUALLY
HAVE
TO
DEAL
WITH
THESE
sp
PEOPLE
PARTICULARLY
sp
REMEMBER
IF
sp
YOU
{OOV}
TRY
TO
ACHIEVE
INFLUENCE
ON
A
sp
COURSE
HERE
sp
THAT'S
sp
WHAT
sp
WE'RE
sp
HERE
sp
FOR
WE'LL
LEAVE
sp
THE
sp
ASSERTIVE
sp
ALONE
FOR
THIS
PARTICULAR
POINT
sp
IN
TIME
sp
{OOV}
WHAT
ARE
WE
TO
DO
TO
DEAL
WITH
AGGRESSIVE
WHAT
ARE
WE
TO
DO
sp
TO
DEAL
WITH
PASSIVE
AGAIN
{OOV}
SOME
FEEDBACK
ON
sp
THE
sp
FLIP
CHART
{OOV}
ERM
LET'S
GIVE
YOU
FIFTEEN
MINUTES
FOR
THAT
SO
IT'S
COMING
UP
sp
TO
FIVE
PAST
sp
{OOV}
TWENTY
PAST
sp
WE'LL
TAKE
A
BIT
OF
FEEDBACK
ON
HOW
YOU'RE
GON
NA
sp
DEAL
WITH
THOSE
sp
PEOPLE
YEAH
THE
CLOCK
sp
THE
CLOCK'S
sp
THERE
I
ALWAYS
GET
GROUPS
THAT
SAY
WHERE'S
THE
sp
CLOCK
sp
COS
sp
THEY
sp
CAN'T
SORT
OF
SEE
sp
WHERE
sp
IT
sp
IS
AND
I'M
SORT
OF
sp
SAYING
IT'S
THE
ANGLE
{OOV}
TELL
THE
TIME
{OOV}
OKAY
SO
A
QUARTER
OF
AN
HOUR
AND
sp
WE'LL
sp
TAKE
SOME
FEEDBACK
sp
{OOV}
{OOV}
I
THINK
THE
ER
{OOV}
LAST
ONE
IS
sp
PERHAPS
{OOV}
SO
IF
ANYBODY'S
GOT
sp
{OOV}
OR
ANYTHING
ELSE
PERHAPS
{OOV}
OKAY
WHO
WOULD
LIKE
TO
COME
AND
ER
GIVE
US
A
{OOV}
FEEDBACK
THIS
IS
THE
GROUP
THAT
ARE
sp
DEALING
WITH
sp
PASSIVE
BEHAVIOUR
ERM
sp
THEY
CAN
START
sp
BY
RELAXING
ERM
{OOV}
AND
A
PASSIVE
sp
PERSON
{OOV}
ERM
AND
AT
THE
SAME
TIME
TRY
sp
AND
INCREASE
sp
THEIR
{OOV}
ALWAYS
USE
ENCOURAGING
sp
WORDS
SEE
THEIR
sp
POINT
OF
sp
VIEW
INVOLVE
INSTRUCTIONS
AS
sp
POSSIBLE
UNDERSTAND
sp
WHAT
THEIR
WHAT
PROBLEMS
THEY
HAVE
sp
{OOV}
AND
TRY
AND
PROVIDE
WHERE
POSSIBLE
ERM
REWARD
sp
{OOV}
POSITIVE
sp
FEEDBACK
sp
{OOV}
ER
ESTABLISH
sp
TRUST
{OOV}
MUCH
AS
sp
POSSIBLE
AND
INVOLVE
ER
AND
sp
TRY
AND
GET
INVOLVED
sp
YOURSELF
sp
IF
YOU
CAN
sp
IN
sp
ANY
WAY
TO
ER
SHOW
THAT
YOU'RE
YOU
UNDERSTAND
THE
TASK
THAT
THEY'RE
DOING
{OOV}
ERM
TRY
AND
WHERE
POSSIBLE
TO
USE
THE
INDIVIDUAL
COMMUNICATION
sp
WITH
sp
THEM
AS
OPPOSED
TO
ERM
COMMUNICATING
TO
THEM
AS
sp
A
MEMBER
sp
OF
A
GROUP
PREFERABLY
IN
A
RELAXED
sp
ENVIRONMENT
ER
sp
RATHER
THAN
A
SORT
OF
sp
{OOV}
sp
ERM
sp
INCLUDING
sp
ANY
DECISION
MAKING
sp
{OOV}
PASS
ON
AS
sp
MUCH
CREDIT
FOR
sp
THAT
DECISION
AS
POSSIBLE
YEAH
ERM
sp
{OOV}
POSSIBLE
IDENTIFY
sp
THEIR
IMPASSIVE
sp
REASONS
sp
FOR
sp
THEIR
{OOV}
GOOD
THANKS
A
LOT
YES
CERTAINLY
{OOV}
DEAL
sp
WITH
PA
sp
PASSIVE
PEOPLE
sp
PROBABLY
MORE
sp
DIFFICULT
{OOV}
sp
PEOPLE
WHEN
I
WAS
sp
OUT
ON
THE
ROAD
I
sp
MEAN
sp
BEFORE
sp
I
sp
CAME
INTO
sp
TRAINING
sp
I
WAS
{OOV}
sp
SO
I
LAID
sp
MY
sp
CARDS
AT
THE
sp
TABLE
sp
AT
THIS
POINT
sp
IN
TIME
TO
sp
SAY
YES
I
sp
NEED
sp
TO
sp
SELL
INSURANCE
ERM
AND
I
ALWAYS
REMEMBER
{OOV}
PARTICULAR
BROKER
sp
WHO
sp
YOU
sp
GO
IN
AND
{OOV}
AND
sp
HE'S
SAYING
sp
WELL
sp
SO
sp
HOW
MANY
OF
THESE
PARTICULAR
PRODUCTS
sp
WOULD
sp
YOU
sp
SELL
OVER
THE
NEXT
YEAR
AND
HE
SAID
sp
OH
{OOV}
TWENTY
sp
FIVE
AND
YOU
GO
IN
GREAT
sp
GUY'S
{OOV}
sp
PROMISED
sp
TO
SELL
sp
TWENTY
FIVE
sp
DOMESTIC
CONTENTS
sp
POLICIES
OVER
THE
sp
NEXT
YEAR
sp
UNFORTUNATELY
THE
RULES
INSPECTOR
sp
WOULD
sp
COME
IN
sp
NEXT
sp
AND
sp
THE
RULES
INSPECTOR
WOULD
sp
SAY
TO
THE
GUY
sp
HOW
MANY
sp
RULES
POLICIES
ARE
{OOV}
AND
sp
YOU
SAY
OH
{OOV}
G
A
INSPECTOR
sp
{OOV}
AND
sp
TO
EVERY
ONE
HE
ACTUALLY
GAINED
{OOV}
IN
FACT
IT
WASN'T
THERE
sp
WAS
sp
NO
COMMITMENT
sp
THERE
AT
sp
ALL
sp
GET
sp
RID
OF
PEOPLE
{OOV}
DIFFICULT
PEOPLE
TO
DEAL
WITH
THEY
GET
MUCH
COMMITMENTS
OUT
{OOV}
THEY'RE
SO
FRIGHTENED
{OOV}
THEY
WON'T
ACTUALLY
SAY
NO
THEY
WON'T
POINT
OUT
WHAT
IS
THE
OBJECTION
TO
THAT
AND
NONE
OF
US
GOT
VERY
MUCH
BUSINESS
OUT
OF
THE
GUY
AT
ALL
I
MEAN
sp
HOW
sp
HE
EVEN
sp
GOT
sp
TO
BE
A
BROKER
I
NEVER
sp
UNDERSTOOD
{OOV}
BUT
sp
HE
JUST
sp
COULD
sp
NOT
GIVE
VERY
sp
{OOV}
VERY
sp
VERY
DIFFICULT
sp
TO
ACTUALLY
DEAL
WITH
{LG}
ACTUALLY
THERE
sp
ARE
sp
QUITE
A
FEW
INFURIATING
PEOPLE
{OOV}
WENT
sp
OUT
FOR
A
DRINK
sp
{OOV}
WHAT
ARE
sp
YOU
sp
HAVING
sp
TO
sp
DRINK
sp
AND
SHE
sp
SAID
sp
OH
WHATEVER
sp
YOU'RE
sp
HAVING
sp
AND
sp
WHO
HAVE
sp
NEVER
EVER
BEEN
ASSERTIVE
sp
{OOV}
OH
WELL
WHATEVER
YOU'RE
HAVING
I'LL
HAVE
THE
SAME
{XX}
YEAH
THAT'S
sp
RIGHT
{OOV}
SITUATION
sp
WHERE
sp
YOU
sp
{OOV}
sp
WHY
sp
DID
YOU
DO
sp
THAT
AND
THE
SILENCE
sp
IS
sp
ABSOLUTELY
INCREDIBLY
sp
AGGRESSIVE
sp
AND
YOU
FEEL
sp
QUITE
sp
PUT
ON
sp
THE
sp
SPOT
sp
SO
SILENCE
CAN
YES
sp
BE
A
VERY
sp
GOOD
sp
TECHNIQUE
sp
BUT
TOO
MUCH
{OOV}
IT
CAN
ACTUALLY
BE
SOMETIMES
A
BAD
sp
THING
sp
{OOV}
VERY
VERY
AGGRESSIVE
{OOV}
ALRIGHT
sp
THAT'S
WHAT
sp
YOU
WANT
THAT
IS
WHAT
WE'LL
DO
{OOV}
THANK
YOU
PASSIVE
GROUP
{OOV}
AGGRESSIVE
{OOV}
{OOV}
AVOID
THE
CONFRONTATION
sp
{OOV}
YES
{OOV}
TWO
OF
YOU
AGAINST
ONE
OF
THEM
sp
{OOV}
sp
BACK
sp
YOU
UP
{OOV}
{OOV}
WHATEVER
IT
MEANS
WHATEVER
IT
MEANS
TO
sp
YOU
sp
{OOV}
sp
SITUATION
sp
YEAH
YEAH
THANKS
JOHN
YES
PLEASE
AGAIN
ANY
sp
SORT
sp
OF
sp
COMMENTS
ON
SOME
OF
THOSE
sp
TACTICS
THERE
{OOV}
YOU
sp
ABSOLUTELY
sp
GET
sp
THEM
sp
GOING
OFF
{OOV}
sp
BUT
SOMETIMES
sp
{OOV}
YOU
sp
ACTUALLY
sp
WANT
TO
sp
USE
ALL'S
FAIR
IN
sp
LOVE
sp
AND
WAR
ALSO
{OOV}
ACTUALLY
USE
sp
THOSE
sp
SORT
OF
sp
TACTICS
{OOV}
IN
sp
TERMS
OF
HOW
{OOV}
sp
RANT
AND
RAVE
FOR
PROBABLY
sp
NOT
VERY
LONG
AND
sp
YOU
DON'T
GET
{OOV}
AGGRESSIVE
BEHAVIOUR
GOT
sp
NOWHERE
ELSE
TO
GO
sp
YOU
sp
GOT
TA
sp
{OOV}
GET
TO
sp
COME
sp
BACK
DOWN
sp
{OOV}
HANG
ON
TO
THE
CHAIR
TO
sp
GRIM
DEATH
sp
{OOV}
ABSOLUTE
sp
SHAMBLES
sp
NEVER
USED
IT
LIKE
sp
THIS
YOU
CAN
ACTUALLY
sp
GET
A
LOT
OF
INFORMATION
sp
OUT
OF
sp
THE
sp
GROUP
sp
THE
sp
PASSIVE
PERSON
sp
YOU
SIT
THERE
sp
{OOV}
OKAY
{OOV}
DON'T
TRY
AND
sp
STOP
sp
THEM
{OOV}
AND
sp
THEY
START
ALL
OVER
AGAIN
{OOV}
IT'S
INCREDIBLY
HARD
sp
WORK
sp
{OOV}
sp
{OOV}
sp
SHOUTING
WHAT
DO
YOU
MEAN
SHOUTING
sp
YOU
YOU
THINK
I'M
SHOUTING
sp
THOUGH
YOU
WAIT
sp
TILL
I
GET
sp
GOING
YOU
KNOW
sp
OKAY
RIGHT
sp
{OOV}
INCREDIBLY
POWERFUL
sp
{OOV}
TRYING
TO
sp
WORK
OUT
EXACTLY
WHAT
HE
sp
WANTS
sp
ER
{OOV}
EYES
WERE
sp
BULGING
{OOV}
DON'T
DO
THAT
DON'T
DO
sp
THAT
I'M
IN
CHARGE
DON'T
DO
sp
THAT
DON'T
YOU
DARE
I'M
sp
IN
CHARGE
OF
THIS
INTERVIEW
AND
ERM
sp
{OOV}
AND
ERM
{OOV}
AND
ERM
{OOV}
WHAT'S
CAUSED
sp
THIS
AND
sp
WHY
{OOV}
DISCUSSION
{OOV}
WHAT
HAS
sp
CAUSED
sp
THIS
CHANGE
{OOV}
TO
TRY
AND
FIND
OUT
AND
sp
PUT
HIM
OFF
sp
{OOV}
HORRIBLE
sp
FEELING
{OOV}
YOU
SEE
TWO
PEOPLE
SHOUTING
AT
sp
EACH
OTHER
sp
TWO
PEOPLE
SHOUTING
AT
sp
EACH
OTHER
GET
THE
IMPRESSION
sp
THAT
THE
sp
OTHER
PARTY
IS
sp
ACTUALLY
sp
DOING
sp
AN
IMPRESSION
sp
OF
A
GOLDFISH
sp
AND
sp
GOING
LIKE
THAT
DID
YOU
EVER
sp
SEE
THAT
sp
{OOV}
ACTUALLY
TALKING
{OOV}
CONCENTRATING
sp
{OOV}
AT
WHAT
YOU'RE
SAYING
sp
{OOV}
OKAY
SHALL
WE
sp
BREAK
FOR
sp
COFFEE
sp