Building Assertiveness

8/7/2019 Building Assertiveness

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Communication . . .

Written & OralCommunication

One-Way/Two-Way

Verbal & Non-verbal

Questioning Listening


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Receiver

4. Decoding

5. Perceived meaning

Person B

Sender

6. Intended meaning

7. Encoding

Sender

1. Intended meaning

2. Encoding

Person A

10. Intended meaning

9. Decoding

(receiver)

8. Communication

channel

3. Communication

channel

Two-way

communication

if B sends

feedback to A

One-way

communication


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One-way communication

Process in which information flows in only

one direction

No feedback from the receiver

Faster and easier for sender

Two-way communication Process in which information flows in two

directions

Receiver provides feedback

Basis for constructive exchanges

More difficult and time consuming

More accurate


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Oral channel Advantages - questions can be asked and answered

Feedback is immediate and direct

Receiver can sense the senders sincerity More persuasive

Disadvantages

Can lead to spontaneous, ill-considered

statements

There is no permanent record of thecommunication


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Written channel Advantages - message can be revised

Provides a permanent record

Message stays the same when sent to severalreceivers

Receiver has more time to analyze the message

Disadvantages - sender has no control overwhere, when, or if the message is read Sender does not receive immediate feedback

Receiver may not understand parts of the message

Message must be longer to answer anticipatedquestions


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Verbal skills

Powerful messages are simple stated message

Are straight & direct

Spoken & Written Messages

Nonverbal skills Can support or undermine the stated message

Nonverbal cues may make a greater impact than other signals

Can send a positive message with nonverbal signals by:

Arranging the office to foster open communication

Body language Facial expression and tone of voice


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Listening Skills


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Helps understand what the speaker wants to convey

Avoids any misunderstanding or communication gap

Helps avoid conflict, stress, or errors

Builds good rapport and relationship between members in

a team


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Encompasses five steps

Is of three typespassive,selective, and active

Needs to be active for effective

communication

When active, helps listener

check understanding

1. Hearing

2. Interpreting

3. Evaluating

4. Remembering

5. Responding

Steps Types

Passive

Selective

Active


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Boredom

Situation

Pre-conceived notions

Tiredness

Jumping to conclusions

Selective listening

Speed of talking

Extensive use of jargons orclichs


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Put aside any other work.

Avoid distraction.

Focus on listening without pre-conceived ideas or prejudices.

Show empathy towards the speaker.

Avoid arguing and criticizing while listening.

Ask questions to get more information.

Repeat or summarize the conversation.

Give feedback.


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WANNA CHECK

YOUR LISTENING

SKILLS

WANNA CHECK

YOUR LISTENING

SKILLS


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Speak calmly.

Speak with a slow speed and tone of your voice.

Speak with low volume and pitch of voice.


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Speak with extra emphasis on words.

Speak with a high volume and increased pitch of voice.

Speak using high speed and tone of voice.


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Speak clearly and firmly in a pleasant voice.

Speak with appropriate volume and pitch of voice.

Speak in normal speed and modulate the tone of your voice.


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It is the ability to honestly express your opinions, feelings,attitudes, and rights, without undue anxiety, in a way thatdoesnt infringe on the rights of others


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Desirable skillReduces tension

Increases mutual regardGains relevance and prominenceBoosts self-confidence


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Respect others rights

Ensure good interpersonal relationships

Express your rights honestly and clearly

Stand up for your rights firmly and politely

Always seek effective outcomes


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Non-assertive communication: Camouflaging message Hesitant phrases Frequent justifications Profuse apologies

Aggressive communication: Excessive I statements

Boastful phrases Sarcastic remarks


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Distinguish facts from opinions

Provide constructive criticism Avoid advice, long rambling

sentences, hesitation, justification, andapologies

Avoid boastfulness, aggression,

threatening questions, sarcasm andblaming others

M

S

I

C

I

T

IR

C

Boasting

Aggressive

Facts

Opinion


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Non-assertive: wobbly voice musical tone jerky speech pattern Nervousness crossed arms

Aggressive: Staring pointing fingers fist thumping hard and sharp tone Shouting fast paced speech Scowling.

Assertive: good eye-contact, speaking in a steady and firm tone, open hand movements, good

posture


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Q & A

Documents

Building Assertiveness