Assertiveness Bitesize training for schemes Objectives To give

Assertiveness Bitesize training for schemes

Objectives • To give a full definition of assertiveness and assertive behaviour • To give some tips on how to be assertive in particular in a custody context, including assertive language tips • To discuss what to happen when assertiveness doesn’t attain the response needed

What is assertiveness? • Someone who is assertive states their needs and opinions clearly, so that people take notice. In other words: • Assertiveness means standing up for your personal rights or the rights of others by expressing thoughts, feelings and beliefs in direct, honest and appropriate ways. • Those who behave assertively always respect the thoughts, feelings and beliefs of other people as well as their own.

Hints and Tips on how to be assertive 1. Value yourself, your role and the rights of the detainee 2. Voice your needs and wants confidently 3. Acknowledge that you can’t control other people’s behaviour 4. Express yourself in a positive way 5. Be open to criticism and compliments 6. Listen to what the other person has to say

1. Value yourself, your role and the rights of the detainee • To be more assertive, have a good understanding of yourself and your behaviours/motivations, as well as a strong belief in your value as a custody visitor to the community, the police force of course the detainees. It will help you to recognise that you deserve to be treated with dignity and respect when you express concerns and give you the confidence to stick up for the rights, entitlements and wellbeing of the detainees. Tip: • While self-confidence is an important aspect of assertiveness, it's crucial that you make sure that it doesn't develop into a sense of self-importance. Your role in terms of protecting the rights, entitlements and wellbeing of the detainee is an incredibly important one, but not necessarily more important than anyone else's.

2. Voice Your Needs and Wants Confidently • You are speaking on behalf of the detainee, you are their voice, remembering this can help you focus. • Ensure that you are clear in what needs to be done to improve conditions for the detainee/s, clear indications of the problem are easier for others to hear effectively. • Stick to your guns but acknowledge when things might be out of the persons control. (e. g. building works, healthcare contracts).

3. Acknowledge That You Can't Control Other People's Behaviour • Don't make the mistake of accepting responsibility for how people react to your assertiveness. If they, for example, act angry or resentful toward you, ensure you avoid reacting to them in the same way. • Remember that you can only control yourself and your own behaviour, so do your best to stay calm and measured if things get tense. Remain respectful and polite at all times.

4. Express Yourself in a Positive Way • It's important to say what's on your mind, even when you have a difficult or negative issue to deal with. But you must do it constructively and sensitively. • It is likely that you will report back to the custody staff on a range of issues, be aware that you can note good practice as well as issues that need rectifying – giving a balanced overview can help people engage with the areas that need action/improvement.

5. Be Open to Criticism and Compliments • Accept both positive and negative feedback graciously and positively. • If you don't agree with criticism that you receive then you need to be prepared to say so, but without getting defensive or angry. It’s ok to agree to disagree on a point in a calm manner.

6. Listen to what the other person has to say Listening is a key technique in the assertiveness toolkit. Effective listening allows you to hear what the other person thinks, feels and needs. This information is invaluable and can help you to negotiate and influence much more effectively. Once you have stated your concern to the custody staff, listening will provide you with an opportunity to: • pause • practice calm • choose your assertive response

Assertive Language • Use ’I’ statements where possible rather than you – in a custody context you may need to say, ‘having spoken to the detainee I feel it necessary to……’ or ‘having spoken to the detainee I think that the detainee meets the threshold for an AA • Using ‘I’ statements are assertive and non-blaming – ‘having spoken to the detainee you need to…. . ’ or ‘having spoken to the detainee you haven’t called for an AA’ • Use empathy – for example you might want to say something like, ‘I can see that you’re really busy but its really important that…. ’ or ‘ I know you have a full suite however the detainee in…. needs…’

Exercise! 1. You need to get an AA for cell 13 2. You haven’t called a relative for the detainee in cell 2. 10, why not? 3. The detainee in cell 1. 13 needs a blanket, I need you to get them one now 4. Why hasn’t the detainee in cell 3. 1 seen a doctor yet – it’s disgraceful! I will be complaining about this!! 5. You put the detainee in cell 1. 1 in anti-rip clothing, justify yourself

What is assertiveness not? Things to avoid…. . • Don’t talk over others – this tends to escalate • Don’t let your emotions get the better of you even if you are angry • Don’t repeat your point endlessly, sometimes it’s best to withdraw from an interaction and either bring it up in a different way, or where needed to escalate it and ask someone else to step in and help solve the issue

How to escalate a concern – When? You should escalate a concern to your scheme manager when one of the following applies: 1. If a member of the custody staff will not carry out a request which you think is reasonable in a reasonable timeframe. 2. Where you reach a point in your request/conversation when it becomes clear that a resolution to the detainee’s issue is not possible. 3. Where there is a potential for negative impact on the detainee if your assertive request is not carried out.

Objectives – a recap • To give a full definition of assertiveness and what is assertive behaviour • To give some tips on how to be assertive and, in particular in a custody context including assertive language tips • To discuss what to happen when assertiveness doesn’t attain the response needed

Any questions?