Professional Documents
Culture Documents
Objective
Howard also faces a lot of problem with his boss. Howard’s boss
loads all his own work on Howard’s shoulders and does not even
give credit to Howard for the work done. Howard is just not able
to say ‘no’ to his boss.
Hence, you can see that Howard faces a lot of problem in his
interactions at his workplace with his subordinates and boss as
well in his personal relationships. All these problems arise
because Howard is not assertive. Howard is not able to voice his
ideas, opinions and views in a strong, confident and assertive
manner.
d e fe n d yo ur position,
Being happy to
if it pr o vo k e s conflict
even
Being confi
dent abou
conflict if it t handling
occurs
o w t o n eg otiate
ing h
Understand l e w a n t different
e o p
when two p Having a po
outcomes sitive and op
outlook timistic
Assertiveness is
not
aggressiveness
Being asserti
ve does not
involve hum
es not mean iliating other
Being assertive do people
la ting the rights of others
vio
• He often feels very angry but is not able to express his anger
appropriately.
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Pitfalls of being Non-assertive
There are several pitfalls of being non-assertive. Lack of assertiveness leads to:
1 • Depression
• Depression
2 • Resentment
• Depression
• Resentment
• Frustration
3
4
• Temper: When you can't express your anger appropriately,
it can build up to come out as severe temper outbursts
5
7
8
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Pitfalls of being Non-assertive
There are several pitfalls of being non-assertive. Lack of assertiveness leads to:
• Depression
• Resentment
• Frustration
• Temper
4
7
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Pitfalls of being Non-assertive
There are several pitfalls of being non-assertive. Lack of assertiveness leads to:
• Depression
• Resentment
• Frustration
• Temper
5 • Relationships
6 • Anxiety: You may avoid certain situations which make you feel
uncomfortable and feel anxious in situations that you cannot
7 avoid
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Pitfalls of being Non-assertive
There are several pitfalls of being non-assertive. Lack of assertiveness leads to:
• Depression
• Resentment
• Frustration
• Temper
• Relationships
6 • Anxiety
1 2 3
avio sive
vior
avio e
Beh ubmis
eh a
iv
r
r
r es s
ve B
e/S
Agg
Beh
erti
siv
As s
Pas
Let us look at each in detail.
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Understanding Behavior Patterns
1 Behavio
ive
r
Symptoms:
Aggress
1 RReeaassoonnss:
:
••SSaatitissffyying o
ing one’s wnn nee
••DDiissrreeggard ne’s oow
r
needdss
Behavio
••OOvveerr--ccorre o od moe
Symptoms: orrecctitioonn ooff bbeing emotitioonnaall ttrraauum maa
••In
Aggress
Inaapppprrooppargues e in g ttooo p a
o passssivivee
•Frequently rriia
attee ddeewith nggothers
aalilin wwiitthh aannggeerr
•Frequently gets angry
•Easily and frequently finds fault with others
•No difficulty in complaining when receiving poor quality
•Expects others to accommodate own schedules
•Continually works towards personal agendas at other’s
expense
•Rarely feels aware of the needs or feelings of others
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Understanding Behavior Patterns
2 avior
ve B eh
Asserti
Symptoms:
•Able to express desires and feelings
•Able to converse and work well with people
•Able to disagree with others respectfully
•Aware of the needs and desires of others
•Able to make concessions for others
•Able to express a concern or a need
•Able to refuse a request without feeling guilty
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Understanding Behavior Patterns
2 avior
m
RReeaassoonnss::
••SSaatitissfy
min indd
••TThhin
fy oonnee’s’s oow
selvlveess aass co
ingg coconnsisiddeeraratitioonn ooff ooth
connfifiddeenntt aanndd ririgghhtt beings
theerrs
s inin
••HHaavvee nnoo fe feaarr ooff re beings
rejejecti
c tioonn
••HHaavvee aappppro roppririaate
te inner
ve B eh
3 Behav missive
ior
b
e / Su
Symptoms:
Passiv
3 Behav missive
••In
RReeaassoonns:
s:
••FFeeaarr of re
of rejjeecctitioonn
••FFeeaarr of u
of uppsseetti
••FFeeeelsls res
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ttinngg ootthheerrs
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Inaapppprroopprriiate le
s
ate iinnnneerr vvoice
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Symptoms:
Passiv
AAnn ‘A
‘Aggggrreessssiv e
ppoossttuurree and ive PPeerrssoonn’’ uusseess aa ccoonnfron
and tteennddss tto st frontitinngg
tthhee ootthher p o a n
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er peerrssoonn iin
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ootthheerr pperso a n a
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ersonn.. ntitim
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continue
AAnn ‘‘AAggggress
ressive
ppoossttuurree and ive PPeerrssoonn’’ uusseess aa ccoonnfron
and tteennddss tto st frontitinngg
tthhee ootthher p o a
s d n
er peerrssoonn iinn an tand uupp aanndd ttoow weerr oovveerr
tthhee ootthher p an aatttteem p
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!
continue
I am
I am a competent People listen to independent of
and confident what I have to I am creating the approval of
person say my desired others
future
1 2 3 4 5 6 7
I am an attractive At meetings I make I can always find
and interesting a significant opportunities in
person contribution situations of
change
o n s that
a ffi r mati e rso n
sitiv e a sa p
u s p o u r s e lf y o ur
va rio o
ve y e towar d s
r e a r e im p ro d p p e a l to
Th e s e to a ttitu a ya
u c a n u
b e tt e r
ti o n s m
h a t y ou
yo
ev e lop a e a ffi rma o r t ant t ou r
d d h e s im p it s y
an
o m e of t o t . It is t b e s t su
life. S hers may n ourself tha havior.
t y e
you, o p a set for istics and b
o r
devel al characte
n
perso
Broken Record
Fogging
Negative Enquiry
Negative Assertion
“I” Statements
Disagreeing Gracefully
• However, George found that the trainer had not covered all the topics that
were mentioned in the brochure that was shown to George before he signed
up for the course.
• Also, George did not find that the course was up to the mark that was
promised to him.
• So, George decides that he wants a partial refund of the fees that he had
paid for the course.
• Let us see how George uses the ‘broken record’ technique to communicate
assertively.
In my opinion as a course
coordinator, the course was up to
standard.
• It is a natural
TThhhuman tendency that when
ee sskkililll oof Ne
people call uuss names, criticize f Neggaatitivvus ee Aor
Assssgive
eerrtitioonn iis lik
e
use tthhee ppoow eerr ooff yywish s likee ‘‘jjuujjiit
us negativeylabels, we w
usually o
o uu rr ato
tt tssuu’’ w
whheerree yyoouu
o u
yourr aaddvvaanntage a tta
a cc kkeerr ttoo ttuurrn th
defend ourselves. tage.. n thee ssiittuuaatition
on ttoo
NNoo oonnee is p
• However, d when we istry peerto
rffeedefend
cctt,, ssoo iinn neg
o i s
do is aacccceeppt the negaatitivvee aassserti
ourselves,maggressive t
ort h e pp a
manipulative
a rrtt o f sertioonn aalll yyou h
maatttteerr ooff ffaact w o t h e
f the ccrriititicciissm th ou haavvee ttoo
people take advantagectofwour aayy.. m a
thatt iiss ttrruuee,, in a
in a
defensiveness and soon find our weak
spots.
““II”” ssttaatteme
emennttss ccaann be
be uusseedd iinn aa va
• “I” statements ••SSiittuuaatition
are among the most varriieettyy ooff w
waayyss::
on
powerful you can make, both for yourself
• ntteerrppret
and others. •IIn retaatitioonn aannd Un
d Unddeerrssttaandin
••FFeeeelliinngs a ndingg
gs nndd EEm
• In “I” statements youaare mootitioonnss who
affirming
••W aannttss you
Wwhat aannddwant.
you are and NNeeeeddss
••FFuuttuurre Ac
e Actionnss
• Using “I” statementstiisothe hallmark of
assertiveness.
LLeett uuss lloook
ok aatt eeaacchh iin de
n dettaailil..
1 Situation
2
Situation statements are powerful because they are factual and,
as an observation on your part, they are non-negotiable.
3 •‘I have been asked to work late three times this week’
•‘I see that I have been passed over for promotion again’
•‘I notice that you have not spoken to me for three days’
4
5
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“I” Statements
Interpretation &
2 Understanding
3
These statements are powerful because you’re describing your
interpretation of a situation, not just the situation itself.
Feelings &
3 Emotions
4 The strength of these statements is that they let the other person
know your exact position and what you expect.
1
This is not about feelings, but really a way to express your opinion
more strongly. Again, these statements are powerful because
they are non-negotiable or irrefutable.
2
•‘I feel betrayed’
•‘I feel taken advantage of’
3 •‘I feel angry, disappointed, cross, annoyed’
4 Wants &
Needs
5
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“I” Statements
2
The strength of these statements is that they let the other person
know what you expect from him.
3
•‘I want you to pay the bill’
•‘I want your full support for the campaign’
•‘I want you to complete this report’
4
Future
5 Actions
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Real Life Example