Assertiveness in the Workplace February 2011
description
Transcript of Assertiveness in the Workplace February 2011
Assertiveness in the Assertiveness in the WorkplaceWorkplaceFebruary 2011February 2011
Welcome and Welcome and Introduction Introduction
Our Days AgendaOur Days Agenda08h30 – 09h00 Registration and Tea09h00 – 10h30 Speaker Assertiveness in the
Workplace10h30 – 10h50 Tea Break10h50 – 12h30 Assertiveness in the Workplace
Continued12h30 – 13h15 Lunch13h15 – 14h30 Assertiveness in the Workplace
Continued14h30 – 14h50 Tea Break14h50 – 16h00 Assertiveness in the Workplace
Continued16h00 Close
Topic AgendaTopic Agenda
1.Understanding assertiveness 32.How assertive am I? 43.Applying assertiveness in the workplace 64.Assertiveness and dealing with aggressive
individuals 8
Understanding Understanding AssertivenessAssertiveness
Communication
Communication is the transfer of information, whether aggressively, passively or assertively by
posture, words, facial expressions, tone or gestures, from one source to another, and in such a way that an understanding, whether intended or
not, takes place.
Understanding Understanding AssertivenessAssertiveness
In his studies, Albert Mehrabian, the Professor Emeritus of Psychology at UCLA, identified that
there are essentially 3 elements to communication, words, tone and body language.
WordsWords ToneTone Body LanguageBody Language
Understanding Understanding AssertivenessAssertiveness
In order for effective communication to take place it is important that the three elements are in
congruence with one another. If people hear the words but see that our body language does not
line up with what we are saying, they will be less likely to accept that what are saying is true.
Mehrabian found that when the three elements were incongruent the listener was more likely to
trust the predominate one.
Understanding Understanding AssertivenessAssertiveness
Understanding Understanding AssertivenessAssertiveness
Understanding Understanding AssertivenessAssertiveness
Understanding Understanding Assertiveness Assertiveness
Understanding Understanding Assertiveness Assertiveness
Now that we have identified the three means of communication, let us look at the three broad
categories of communicators
AggressiveAggressive AssertiveAssertive PassivePassive
Understanding Understanding AssertivenessAssertiveness
AGGRESSIVE
Defining points• Standing up for what you believe in• Showing a lack of concern for what others believe in• Showing a lack of concern for the feelings and opinions of others.• Placing your needs and wants ahead of others
Understanding Understanding AssertivenessAssertiveness
AGGRESSIVE
Typical statements of an aggressor“I will only say this once”“If I don’t do it, nobody will”“The only way to get things done properly is for me to do it”“I don’t really care what you think”“No, you will listen to me”
Understanding Understanding AssertivenessAssertiveness
PASSIVE
Defining points• Failing to stand up for what you believe in• Allowing others to disregard what you think or believe• Allowing others to disregard your feelings and opinions• Placing the needs and wants of others ahead of your own
Understanding Understanding AssertivenessAssertiveness
PASSIVE
Typical statements of a passive“No its ok, lets do it your way”“Whatever you think”“I’m not very good at this”“If its going to cause problems, rather let me do it”“I don’t mind”
Understanding Understanding AssertivenessAssertiveness
ASSERTIVEDefining Points
Honest – Express yourself as you feel without lying to others as this is ultimately lying to yourself
Considerate – Consider the situation you are in, the feelings and attitudes of others and express yourself appropriately within that context
Direct – Be direct in your conversation so as to avoid the pitfalls of misunderstanding. Be clear, concise and deliberate
with each statement
Understanding Understanding AssertivenessAssertiveness
Effective assertive communicators understand….
“A win/win scenario is
always possible regardless of the behaviour style adopted by the other
person.”
“Other people also
have the right to be assertive in
their behaviour
style.”
Understanding Understanding AssertivenessAssertiveness
Effective assertive communicators understand….
“Other people are allowed to
passionately believe something that is completely different to what
you believe.”
“You are not in a competition to
change the other persons mind.
They will change their mind only
when they choose to change it.”
Understanding Understanding AssertivenessAssertiveness
Effective assertive communicators understand….
“You are not always
right.” “Any relationship
requires commitment from both
parties.”
Understanding Understanding AssertivenessAssertiveness
Effective assertive communicators understand….
“Assertiveness in the Workplace is a choice that I choose to make.”
“Proactive communication is always better than reactive communication.”
Understanding Understanding AssertivenessAssertiveness
7 Simple techniques for more effective listening
1. Maintain eye contact2. Respond appropriately with word or nod3. Refrain from interrupting4. Take notes if possible5. Allow the speaker to finish before evaluating the
message6. Clarify main points with questions7. Keep emotions under control
Understanding Understanding AssertivenessAssertiveness
Why ask questions?
• It builds understanding• Promotes a higher level of thinking• A person’s ability to understand & remember material is
enhanced• Questions encourage others to speak• To collect information• Able to find possible solutions• Builds trust
Understanding Understanding AssertivenessAssertiveness
Benefits of open-ended questions:
• Invites opinions, thoughts and feelings• Encourages participation• Establishes rapport• Stimulates discussion• Maintains balance between speakers
Topic AgendaTopic Agenda
1.Understanding assertiveness 32.How assertive am I? 43.Applying assertiveness in the workplace 64.Assertiveness and dealing with aggressive
individuals 8
What can you do to be more Assertive?
1. Assertiveness is often linked to self image and self belief. Examine yourself first and know what your value system is. In knowing clearly who you are and understanding your rights, you will be able to communicate more directly and with confidence and self control.
How Assertive How Assertive am I? am I?
What can you do to be more Assertive?
2. Value the rights of others and be respectful of them. Understand that you may not always be right so open your mind to rational arguments.
3. Ask for help from peers who you know will be honest with you.
How Assertive How Assertive am I? am I?
What can you do to be more Assertive?
4. Identify the body language characteristics that you have that limit your effectiveness. These could take the form of giggling, nodding your head too much, playing with your hands or always averting the gaze of the person you are talking to.
How Assertive How Assertive am I?am I?
What can you do to be more Assertive?
5. Identify the tone characteristics you use that limit your effectiveness. A singing voice or a voice with a sarcastic undertone should be replaced by a level, well modulated tone.
6. Learn how to avoid being interrupted while you are talking by using a polite yet firm phrase. An example of this would be, “hang on, I haven’t finished”
How Assertive How Assertive am I?am I?
What can you do to be more Assertive?
7. Don’t start interactions with the word sorry. Also avoid apologising for what you are about to say. Both will immediately reduce the assertiveness factor.
8. Improve your listening skills and learn to ask effective open questions which will not only provide you with clearer information but improve your overall confidence with regard to the issue at hand.
How Assertive How Assertive am I? am I?
What can you do to be more Assertive?
9. Don’t be afraid to say no. If necessary give an explanation but don’t apologise through the entire explanation. This will be perceived as passivity and could be used against you to ultimately get you to say yes.
10.Use “I” not “you” statements. People cannot argue with how a situation makes you feel but they will argue with you if you tell them how it makes them feel, even if you are right!
How Assertive How Assertive am I? am I?
What can you do to be more Assertive?
11.Practise with friends and family. Practise in front of the mirror by making assertive statements, maintaining direct eye contact, standing relaxed and upright and be very aware of your tone and body language. Choose less anxious situations at first until you build up your confidence.
How Assertive How Assertive am I? am I?
Topic Agenda Topic Agenda
1.Understanding assertiveness 32.How assertive am I? 43.Applying assertiveness in the workplace 64.Assertiveness and dealing with aggressive
individuals 8
Building Trust
1. Be honest2. Be open minded3. Be credible4. Be sincere5. Be timeous with
information6. Be discreet7. Be transparent8. Be open9. Be humble
Applying Applying Assertiveness Assertiveness
in the in the Workplace Workplace
Applying Assertiveness in the Applying Assertiveness in the WorkplaceWorkplace
Employer Employee
Get personally involved Get personally involvedInvolve the whole team and listen to others ideas and concerns. Allowing them to participate in the process
will ensure their loyalty and commitment to the process.
Share ideas and concerns remembering to always have an
alternate idea if you believe something wont work. Participate fully and with enthusiasm in the
processAsk for volunteers to assist with the process, you may be surprised as to who takes up the challenge. Build a
team to assist with the process.
Volunteer to assist with the process and be prepared to work in and work
with a team.
Be clear and honest about what needs to change and exactly how
that process will take place. Plan well and keep all informed as to the
progress.
Listen carefully as to the changes and ask questions to avoid any
confusion.
Be positive and encourage others to improve. Be direct and clear as to why change is needed and exactly
what that change will be.
Be positive and supportive to those in charge and be an agent for
change.
Keep people informed with regular meetings. If you see that negativity
is creeping in address it immediately by giving them a progress report.
Attend all meetings and be positive. Take notes and address your peers when they speak negatively about
the changes.
Change Managemen
t
Dealing with Different Cultures
In order to effectively communicate with another culture it is helpful
if you understand their approach to:
Authority – what is their approach to dealing with authority. Is it very hierarchical or very informal.
Gender – how do they respond to members of the opposite gender in work relationships.
Applying Applying Assertiveness Assertiveness
in the in the WorkplaceWorkplace
Time – are they time conscious or is the quality of the task more important.
Detail – is great attention to detail important to them or are they more comfortable working in a creative environment.
Individualism – do they believe in individualism or are the more collective in their approach to work.
Age – how do they treat elders and how would they respond to instruction from a younger
person.
Applying Applying Assertiveness Assertiveness
in the in the WorkplaceWorkplace
Topic AgendaTopic Agenda
1.Understanding assertiveness 32.How assertive am I? 43.Applying assertiveness in the workplace 64.Assertiveness and dealing with aggressive
individuals 8
Dealing with aggressive individuals or bullies in the workplace can
be a very intimidating. The reality is that that is exactly what an
aggressor or bully wants you to feel. If you are intimidated and
respond passively you reinforce the behaviour because as the bully
gets their own way their behaviour is being rewarded which leads
to it persisting.
Assertiveness and Assertiveness and Dealing with Dealing with
Aggressive Aggressive IndividualsIndividuals
1. Be prepared2. Don’t be dominated3. Don’t get offended – manage your emotions4. Ask clarifying questions5. Listen carefully6. Explain your action plan clearly
Assertiveness and Assertiveness and Dealing with Dealing with
Aggressive Aggressive IndividualsIndividuals
Skills PracticeSkills Practice
Thank you …. Thank you ….
Thank YouFasset Call Centre
086 101 0001www.fasset.org.za