August 1999 Web Brief
Learning to be Successful

Quote of the month: "A man is literally what he thinks" James Allen

Assertiveness in Five Steps
Source: Communication Briefings ideas that work

This five-step approach will allow you to say what needs to be said without putting others on the defensive:

  • Show you care about the personís situation. "I can see how frustrating it must be for you with all this work piling up, especially because youíre the only one who can run this machine."
  • Outline the problem, but donít judge. "I see that lots of scrap materials have overflowed into the aisle."
  • Describe how you feel about the problem and how it affects you. "I find that I feel frustrated because I have trouble getting down the aisle."
  • Ask for a specific behavior change. "Iíd appreciate it if the scrap could be stacked in the corner until maintenance collects it. Is that all right with you?"
  • Be ready to compromise by asking the person to suggest another solution if he or she is not comfortable with what you want. "If my idea wonít work for you, what do you think we can do to take care of this?"

Source: For Team Members Only: Making Your Workplace Team Productive and Hassle-Free, Charles C Manz, James Mancuso, Christopher P. Neck, and Karen P. Manz, AMACOM, 1601 Broadway, New York, NY 10019