ACM - Assertiveness and Conflict Management Duration One Day Overview Understanding Assertiveness, Developing Assertiveness Techniques, Personal Conflict Modes and Styles and Resolving Conflict. 1. Understanding Assertiveness Assertiveness Non-Assertiveness Aggression Comparing the three approaches 2. Developing Assertiveness Techniques Assertiveness Techniques Saying No when you want to Creating Win-Win Situations Coping with Criticism Forms of Authority 3. Communication The Communication Process Communication Styles 4. Personal Conflict Modes and Styles Self-Analysis: Competing Collaborating Compromising Avoiding Accommodating 5. Resolving Conflict Dealing with Conflict Resolving