U1 Assertiveness at Work Flashcards
1
Q
Assertive Behaviour
A
- State your wishes in direct and appropriate ways
- Not in a threatening way
- Get what you want in a win-win situation
2
Q
Passive Behaviour
A
- Failing to state what you want
- Your statements can be easily disregarded
- Avoiding conflict and confrontation
3
Q
Aggressive Behaviour
A
- Ignoring others and dismissive
- Achieve results by use of force or threat
- Using voice/body as an intimidation tool
4
Q
Guidelines for being Assertive
A
- Decide what you want
- Say it clearly and specifically
- Support what you say with your body language/non-verbal communication
- Don’t be manipulated or sidetracked
- Listen actively
- Aim for a working compromise or “win-win” situation
- Eye contact
- Follow up, keep your word
5
Q
Use of Assertiveness as a Manager
A
- Reprimanding or critiquing a member of staff
- Delegating an unpleasant task
- Handling work overload from your boss
- Performing well in meetings
- During appraisals
- Resolving conflicts
- Handling representatives from other firms
- Dealing w the public
