Contents -- Introduction -- 1 To be, or not to be? -- Conditioning -- Appropriate behaviour choice -- Comments -- Key points -- 2 Prepare to assert yourself -- Comments -- Tension control -- Comments -- Inner calm -- Key points -- 3 Positive thinking -- Self-awareness and self-esteem -- Positive self-image -- Comments -- Positive language -- Comments -- Positive affirmations -- Comments -- Positive outcomes -- Comments -- Key points -- 4 Rights and wrongs -- Everyone's basic rights -- Key points -- 5 Now and then -- How assertive are you? -- Comments -- Key points -- 6 Now see hear -- Listening -- The art of small talk -- Comments -- Conflict resolution -- Comments -- Key points -- 7 Body talk -- Body language -- Comments -- Comments -- Key points -- 8 Relationships -- Matching -- Comments -- Mirroring -- Why bother to match and mirror? -- Relationships with relatives -- Comments -- Key Points -- 9 Words and phrases -- Direct, assertive communication -- Comments -- Be direct -- Tackle the problem not the person -- Deal with specifics, not generaliZations -- Don't over-apologize -- Don't give excessive explanations -- Take ownership of your message -- Comments -- Honesty -- Directives and requests -- Comments -- Spontaneity -- Comments -- Key points -- 10 Power -- Confident delivery -- Volume and intonation -- Comments -- Projection -- Position and status -- Comments -- Key points -- 11 Yes and no -- Making and refusing requests -- Comments -- Broken record technique -- Comments -- Key points -- 12 Problem people -- The irate -- The stayer -- The rabbit -- Your boss -- Comments -- The critic -- Key points -- 13 Tricky situations -- Giving criticism -- Compliments -- Asking for a rise, promotion or career move -- Being interviewed -- Presentations -- Face to face meetings -- Comments -- Key points -- 14 EVOLVING TECHNOLOGIES -- Social networking.

TEXTING -- E-mails -- Virtual workplaces -- Virtual meetings -- Instant messaging -- Video conferencing -- Comments -- Key points -- Conclusion.