Module 29

May 2012
Provided by CWH

HUMAN FACTORS TRAINING

FOR

AVIATION MAINTENANCE

ASSERTIVENESS
Assertiveness is the ability to express your feelings, opinions, beliefs and needs in
a positive, productive manner. At various times in our social and working lives we may
be passive, and other times aggressive, depending on the circumstances. Most of us tend
to be more on one side of the spectrum than on the other.
A passive person goes with the flow. A passive person does not want to make
waves or cause conflict of any sort. A passive person allows him or herself to be a victim.
An aggressive person wants to have it all their own way whatever the fallout. If it
doesn’t go their way, they will make it known how happy they are. An aggressive person
creates conflict, leaving others hurt, humiliated, angry or vengeful.
Assertiveness walks the line between passive and aggressive. To be assertive
when trying to get your point across, you must look people in the eye. Too little eye
contact indicates passive behavior and too much indicates aggressive behavior. Standing
too far away from others while speaking is considered passive and too close is considered
aggressive. A distance of 1.5 to 3 feet is considered the most appropriate social distance
is western society. We live in a multicultural society these days, so you must watch those
you are talking for signs that they are uncomfortable; you may be encroaching on their
private space. A lack of hand movement during conversation is considered passive while
large, abrupt gestures may be considered aggressive. Body language, facial expressions
and hand gestures are very effective in getting your point across when they are
considered and controlled. Remember, in communications, body language is primary in
understanding the message, followed by tone of voice and lastly the verbal message
itself.

How to be assertive

You must want to know what you want to say and how you are going to say it
before you start.

Plan your approach to the conversation. You must be able to get the attention of
the person you wish to speak to and be in a position where interruptions will b e
minimized so that you can keep his or her attention.
 State your concern and stick to the issue at hand. Do not let yourself get
sidetracked to other issues or your message will get watered down or lost
altogether.

Deal with fact only. Suppositions will detract from the force of the message.

State the consequences if the concern is not dealt with. Support what you say with
how you say it. Be confident of yourself and the facts.

Suggest a solution. Supervisors hear complaints all day. Carefully thought out
solutions to concerns or problems make their jobs easier and makes them more
willing to listen.

Finish by inviting a response. This will show that you are willing to listen and to
try to understand their point of view of the concern raised. Together you have a
better chance of resolving the issue.

Be assertive also means accepting gracefully that you will not always get your
own way. Learn from the conversation and try to understand the other person’s
point of view. This will help you reassess the situation and will prepare you for
success if you wish to revisit the conversation in the future.

In the aviation business, safety is always an issue. So are pressure and stress, and
sometimes fatigue. It is all too easy to allow norms to develop that cut corners and make
our jobs “easier”. Not all norms are bad, but negative norms do develop and may
compromise safety if someone does not speak up in an assertive manner.
You can also find yourself in situations involving poor working conditions and a
lack of resources. These situations cannot always be eliminated, but they may be made
more acceptable and safer if you concerns are brought up in an assertive manner.
 MODULE 29

Questions

Employee Name: _________________

1. Why is it important to look people in the eye when talking to them?

2. Why is body language important when talking to others?

3. Why does passive or aggressive behavior compromise safety?

SUBMIT