Training & People Development Consultant
PRACTICAL ASSERTIVE COMMUNICATION
www.valueconsulttraining.com (021 7919 8730)
The Concept
1. Menurut Anda, apa yang dimaksud dengan
berkomunikasi yang asertif?
2. Buat beberapa contoh komunikasi yang asertif?
Kenapa Anda ikut kelas ini?
3. Buat beberapa contoh kurangnya komunikasi yang
asertif?
Gambarkan situasinya: apa yang Anda lihat, dengar dan rasakan
www.valueconsulttraining.com (021 7919 8730)
Day 1 - Morning• Memahami ketrampilan
mengirim dan menerimapesan
• Ketrampilan berkomunikasiyang komunikatif
Day 1 – Afternoon• Manfaat ketrampilan
komunikasi asertif• Melatih penggunaan teknik
komunikasi asertif
Start: 09.00 am; Finish: 17.00 pm15’ Break: 10.00 am & 15.00 pmLunch: 12.00-13.00 pm
komunikasi asertifDay 2 – Morning•Menyampaikan bahasa verbal dan non verbal
•Ketrampilan menyimak
Day 2 – Afternoon• Komunikasi efektif dengan
Atasan• Memberi instruksi dan
umpan balik
www.valueconsulttraining.com (021 7919 8730)
1. To understand the CONCEPT of communication and assertiveness and their significance in the workplace
2. To understand the STRATEGY to communicate effectively
3. To posses the SKILLS to communicate effectively and assertively to achieve objectives and goalsassertively to achieve objectives and goals
www.valueconsulttraining.com (021 7919 8730)
Is a process of sending and receiving messages with attached meanings
Sender Receiver
Sending message
Through
Feedback
Message is received, interpreted correctly, and ideally ACTED upon
Through a channel
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Suatu proses yang sederhana…….
Mengapa kita gagal berkomunikasi?
Mengapa kita gagal berkomunikasi secara asertif?
Let’s try to communicate!
www.valueconsulttraining.com (021 7919 8730)
Sender Receiver
Sending message
Three
Tree
Three
Three
Why we fail to communicate? Identify!
Encodes: Intended Meaning
Decodes: Perceived Meaning
Feedback
www.valueconsulttraining.com (021 7919 8730)
Sender Receiver
Sending message
Why we fail to communicate? Identify!
Encodes: Intended Meaning
Decodes: Perceived Meaning
Sesudah makan siang
Sesudah pekerjaan yang sekarang selesai
Feedback
www.valueconsulttraining.com (021 7919 8730)
Sender Receiver
Sending message
Effective Communication in the Workplace
Receiver’s skills1. Ask questions:
5Ws + 1H2. Plan what to tell
and ask
Sender’s skills1. Listening skills2. Test Understanding3. Constant Feedback
Feedback
Management of NoisePhysical Distraction, Semantic Errors,
Cultural Difference, Absence of Feedback, Status Effects
and ask
Strategywww.valueconsulttraining.com (021 7919 8730)
Message Strategy
Communicator Strategy
Determine:• Objectives• Communication Styles• Credibility
Audience Strategy
Seek:• Who they are• What they know• What they feel• How to appeal to them
www.valueconsulttraining.com (021 7919 8730)
Communicator Strategy
Determine:
• Objectives• Communication Styles• Credibility
What are your objectives?
General Objectives
Action Objectives
Communication Objectives
“Saya ingin mengusulkan rapat rutin mingguan. Setiap peserta “Saya ingin mengusulkan rapat rutin mingguan. Setiap peserta hendaknya melaporkan kegiatan minggu sebelumnya. Risalah rapat harus dibuat dan diarsipkan sebagai rekaman kegiatan”
www.valueconsulttraining.com (021 7919 8730)
Determine:• Objectives
• Communication Styles
• Credibility
What communication style do you choose?
Tell? or Sell? or Consult? or Join?
TellYou want your audience to LEARN, to understand. You
SellYou want your audience to DO SOMETHING
Communicator Strategy
LEARN, to understand. You do not need your audience’s opinion
DO SOMETHING DIFFERENT. You need some audience involvement to do so.
ConsultYou need some GIVE-AND-TAKE with your audience. You want to learn from them yet control the interaction somewhat
JoinYou and your audience are WORKING TOGETHER to come up with the content
www.valueconsulttraining.com (021 7919 8730)
Which one which….
• Sebagai hasil sesi curah pendapat, kelompok kita akan menghasilkan solusi atas masalah ini.
• Sebagai hasil presentasi, atasan saya akan mengetahui pencapaian departemen saya bulan ini.
• Sebagai hasil sesi tanya-jawab ini, setiap orang akan menyuarakan dan mendapatkan jawaban atas perhatian menyuarakan dan mendapatkan jawaban atas perhatian mereka terhadap kebijakan baru ini.
• Sebagai hasil presentasi ini, komite akan menyetujui proposal anggaran yang diajukan.
www.valueconsulttraining.com (021 7919 8730)
Determine:• Objectives• Communication Styles
• CREDIBILITY
What is your credibility?
INITIAL CREDIBILITY refers to your audience’s perception of you before you even begin to communicate, before they ever read or hear
Communicator Strategy
before you even begin to communicate, before they ever read or hear what you have to say
ACQUIRED CREDIBILITY, in contrast refers to your audience’s perception of you after the communication has taken place, after they have read or heard what you have to say.
www.valueconsulttraining.com (021 7919 8730)
Audience Strategy
Seek:• Who they are• What they know• What they feel• How to appeal to them
WHO ARE THEY?• Who should be included in your audience?
Primary? Secondary? Gatekeeper? Key Decision Maker?
• How can you analyze them? As individuals? As a group?
WHAT DO THEY KNOW?• How much background information do
they need?• How much new information do they HOW CAN YOU APPEAL TO THEM?• How much new information do they
need?• What are their expectation about
channels and form?
WHAT DO THEY FEEL?• How interested are they in your
message?• What is their probable bias: positive or
negative?• Is your desired action easy or hard for
them?
HOW CAN YOU APPEAL TO THEM?• Can you appeal to tangible benefits?• Can you appeal to task or career
benefits?• Can you appeal to their sense of self-
worth?• Can you appeal to group benefits?• Can you appeal to your personal
credibility?• Can you appeal to shared values?
www.valueconsulttraining.com (021 7919 8730)
Message Strategy
1. How can you emphasize?• Using the direct approach• Using the indirect approach
2. How can you organize?• Organizing ideas • Using idea charts
mostAUDIENCE MEMORY CURVE
irst
astmost
least
beginning end
ast
mage
olor
iss (keep it simple and short)
www.valueconsulttraining.com (021 7919 8730)
1. Never allow physical distraction: close the door, instruction not to disturb the meeting
2. Choose simple and direct
1. Physical Distraction
2. Semantic Errors 2. Choose simple and direct words
3. Be sensitive to cultural differences
4. Allow receiver to plan and compose feedback
5. Listen actively
2. Semantic Errors
3. Cultural Difference
4. Absence of Feedback
5. Status Effects
www.valueconsulttraining.com (021 7919 8730)