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Test How to Set Limits Assertively
Agenda
1st QUESTION: Where is assertiveness found, according to the text?
At the extreme of passivity, always avoiding conflict
At the extreme of aggressiveness, imposing itself with hostility
Midway between passivity and aggressiveness
In the ability to always give in to the other's requests
2nd QUESTION: What is the first step to assertively setting a limit?
Be firm and clear, making a statement of what will not be tolerated
Apologize for having to set a limit
Make a vague suggestion about the desired behavior
React with hostility to demonstrate authority
QUESTION 3: What is the "brake" technique?
In stopping talking and waiting for the other to calm down
In interrupting unacceptable behavior and redirecting the conversation
In giving in to the client's requests to stop the conflict
In justifying one's own point of view at length
QUESTION 4: What is the pillar of assertiveness?
The flexibility to change limits according to the other's insistence
Aggression to command respect
Passivity to avoid any confrontation
Consistency in firmly maintaining a limit once it has been established
QUESTION 5: What does a person learn if a professional gives in after setting a limit?
That the limit is very important and should not be crossed again
That the professional is very consistent and firm
That you just need to push a little harder to get your way
That should respect the professional more in the future
QUESTION 6: What is the difference between a suggestion and an assertive limit?
There is no difference, they are the same
A limit is a statement of what will not be tolerated, while a suggestion is weaker
A suggestion is more effective than a limit
A limit should always be expressed as a question
QUESTION 7: What is important to distinguish when dealing with a frustrated person?
The difference between validating their emotion and accepting their unacceptable behavior
The difference between an important client and one that is not
The difference between a real complaint and a fabricated one
The difference between an easy problem and a difficult one to solve
QUESTION 8: What does assertive boundary-setting achieve, besides protecting yourself?
Customer trust is lost
The conflict worsens
Weakness is demonstrated
Educate others on how you want to be treated
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