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Assertiveness in The Workplace

This document provides an overview of a discussion session on assertiveness in the workplace. It includes an assertiveness quiz with 10 scenarios to identify passive, passive-aggressive, aggressive, or assertive responses. It then covers four approaches to communication, listening stages, speaking positively, and styles of communication including passive, passive-aggressive, aggressive, and assertive. Examples are given and a scenario is used to demonstrate the styles. The document concludes with tips on assertive nonverbal communication, tone, and an evaluation.

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173 views37 pages

Assertiveness in The Workplace

This document provides an overview of a discussion session on assertiveness in the workplace. It includes an assertiveness quiz with 10 scenarios to identify passive, passive-aggressive, aggressive, or assertive responses. It then covers four approaches to communication, listening stages, speaking positively, and styles of communication including passive, passive-aggressive, aggressive, and assertive. Examples are given and a scenario is used to demonstrate the styles. The document concludes with tips on assertive nonverbal communication, tone, and an evaluation.

Uploaded by

revathidadam55555
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Assertiveness in

the Workplace
Discussion Session
Assertiveness Quiz

On a piece of paper, number from 1


to 10. Write your choice a, b, or c
after each number.
1. You are in a restaurant and order a steak
medium-rare, but it is served to you well-
done. You would:
a) Accept it since you sort of like it well-done
anyway.
b) Angrily refuse the steak and insist on
seeing the manager to complain about the
poor service.
c) Call the waiter and indicate you ordered
your steak medium-rare, then turn it back.
2. You are a customer waiting in line to be
served. Suddenly, someone steps in line
ahead of you. You would:
a) Let the person be ahead of you since
he/she is already in line.
b) Pull the person out of line and make
him/her go to the back.
c) Indicate to the person that you are in line
and point out where it begins.
3. After walking out of a store where you purchased
some items you discover you were short-changed.
You would:
a) Let it go since you are already out of the store
and have no proof you were short-changed.
b) Go to the manager and indicate how you were
cheated by the clerk, then demand the proper
change.
c) Return to the clerk and inform him/her of the
error.
4. You are in the middle of watching a very
interesting television program when your
spouse comes in and asks you for a favor.
You would:
a) Do the favor as quickly as possible, then
return to the program to finish watching it.
b) Say "no," then finish watching your
program.
c) Ask if it can wait until the program is over
and, if so, do it then.
5. A friend drops in to say hello, but stays too
long, preventing you from finishing an
important work project. You would:
a) Let the person stay, then finish your work
another time.
b) Tell the person to stop bothering you and
to get out.
c) Explain your need to finish your work and
request he/she visit another time.
6. You ask a gas station attendant for five
dollars worth of gas. However, he fills up
your tank by mistake and asks for twelve
dollars. You would:
a) Pay the twelve dollars since the gas is
already in your tank and you will eventually
need it anyway.
b) Demand to see the manager and protest
being ripped off.
c) Indicate you only requested five dollars
worth of gas and give him only five dollars.
7. You suspect someone of harboring a
grudge against you, but you don't know
why. You would:
a) Pretend you are unaware of his/her anger
and ignore it, hoping it will correct itself.
b) Get even with the person somehow so
he/she will learn not to hold grudges
against you.
c) Ask the person if they are angry, then try
to be understanding.
8. You bring your car to a garage for repairs
and receive a written estimate. But later,
when you pick up your car, you are billed
for additional work and for an amount
higher than the estimate. You would:
a) Pay the bill since the car must have needed
the extra repairs anyway.
b) Refuse to pay, then complain to the Motor
Vehicle Department or the Better Business
Bureau.
c) Indicate to the manager that you agreed
only to the estimated amount, then pay only
that amount.
9. You invite a good friend to your house for a
dinner party, but your friend never arrives
and neither calls to cancel nor to apologize.
You would:
a) Ignore it, but manage not to show up the
next time your friend invites you to a party.
b) Never speak to this person again and end
the friendship.
c) Call your friend to find out what happened.
10. You are in a group discussion at work
which includes your boss. A co-worker asks
you a question about your work, but you
don't know the answer. You would:
a) Give your co-worker a false, but plausible
answer so your boss will think you are on
top of things.
b) Do not answer, but attack your co-worker
by asking a question you know he/she could
not answer.
c) Indicate to your co-worker you are unsure
just now, but offer to give him/her the
information later.
Topics Covered
 FourApproaches to
Communication
 Three Stages of the Listening
Process
 How Say It Assertively
 Speaking Positively
Styles of
Communication

Passive
Passive/Aggressive
Aggressive
Assertive
Passive Communication
 Softvoice
 Overly agreeable, no point of view
expressed
 Avoidance
 Withdrawn body language
 Sound unsure
 Beat around the bush
 Sound hopeless or helpless
Some Passive Messages
“Uh…if that’s the way you want to do
it…um, that’s fine with me.”
“I don’t know if I could do that.”
“I’ll talk to him soon about that problem;
I’ve just been really busy.”
“I’m sorry to ask you.”
“I hate to bother you.”
“Maybe that’s a good idea.”
Passive/Aggressive
Communication
 Appears to agree but really does not agree
 Tells others but not the source of the
concern
 Makes subtle digs and sarcastic remarks
 Keeps score, sets conditions
 Nonverbal message contradicts the verbal
message
 Holds back expressing concerns or
providing assistance
 Criticizes after the fact
Some Passive/Aggressive
Messages
“I knew that wouldn’t work.”
“If that’s the way you want it…”
“How could you even think that?”
“ When was the last time you helped
me?”
“The problem with Joe is…”
Aggressive
Communication
 Blaming, accusing
 Intimidating body language
 Demanding, ordering
 Raised voice
 Harsh, personal language
 Verbal browbeating
Some Aggressive
Messages
“You must…”
“Because I said so.”
“You idiot!”
“You always…”
“You never…”
“Who screwed this up?”
Assertive Communication
 Takes responsibility
 Takes initiative
 Listens actively
 Speaks up, is direct and constructive
 Shows sincerity
 Is solutions focused
 Assumes a confident voice and body
language
 Addresses concerns directly to the
source
 Requests needs
Some Assertive
Messages
“Yes, that was my mistake.”
“As I understand your point…”
“Let me explain why I disagree with that
point.”
“Let’s define the issue and then explore
some options to help resolve it.”
“Please hear me out and then work with
me to resolve my concern.”
Communication Style
Scenario

Say you just received an important


assignment with a tight deadline.
You know that you need assistance
from Sue, a co-worker, to get it
done. Identify the following
communication styles and pick
which you think would be best.
“Sue, look, I’m in a jam right now.
You need to help me get this critical
project done right away! I don’t
have time to hear that you’re busy
with something else. That excuse
just won’t fly. So come on, sit down
and let me show you what I need
you to do.”
“Hi, Sue. I hate to bother you. I
know you’re probably busy with a lot
of other issues right now. I have
one of those tough assignments. If
you have a chance, maybe you
could lend me a hand for a little bit.
But, uh, its okay if you don’t want
to.”
“Sue, I know you’re the type who
doesn’t want to put yourself out too
much. Hey, I’m just kidding. But
look, when you were in a pinch last
week, who helped you out? That’s
right-me. So look, I’m in the same
boat now. Don’t worry, I won’t have
you do most of the work anyway.”
“Sue, I was just assigned a critical
project that needs to be done in a week.
I would appreciate it if you could lend
some assistance. The project involves
an area in which your experience will
really come in handy. What I’d like to do
is take a few minutes with you now or
this afternoon to determine what time
and support you can lend and to fill you
in on the needs of the project. Does that
work for you, and if so, what time can we
meet?”
Don’t confuse aggressive with
assertive.
Aggressive Assertive
Blunt Direct
Harsh in tone Firm in tone
Blame and Browbeat Collaborates on
Push for your own solutions
way Speaks up, yet hears
One-way conversation others opinions
flow Two-way conversation
flow
It Isn’t Just What You
Say, But How You Say It

Nonverbal Assertiveness
Eye Contact
 Make steady eye contact
 Maintain eye contact
 Look in the right places
Eye Contact Pitfalls
 Staring and glaring
 Looking away and all around
 Darting glances
 Blinking excessively
 Focusing in on one person
 Glazing over
Body Language
Posture
Facial expressions
Gestures
Body Language Pitfalls
 Slouching
 Invading space
 Hovering over the listener
 Looking blank
 Looking stern
 Displaying threatening gestures
 Folding your arms
 Exhibiting distracting habits
Set the Tone
 Project your voice
 Show inflection in your voice
 Display sincerity in your tone
Vocal Pitfalls

 Sounding uncertain
 Being too soft-spoken
 Mumbling
 Being to loud
 Dropping your voice at the end of a
sentence
 Sounding Monotonous
 Putting people down with your tone
 Having harshness in your tone
 Speaking too fast
 Using excessive filler sounds
Assertive
Communication is
 Not a guarantee
 Not another “should”
 Not negative
 Taking charge of oneself
 Middle ground style
 An active expressive focus
Evaluation Questions
 Strongly agree
 Agree
 Disagree
 Strongly disagree
 Don’t know

1. I found the presentation of material easy to


understand.
2. This Advantage session increased my knowledge on
the subject presented.
3. I will be able to use some of the information from this
Advantage session in the future.
4. The presenter was well prepared for this Advantage
session.
5. This presentation should be repeated in future
semesters.

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