COMMUNICATION,

LISTENING AND
ASSERTIVENESS
Agenda

1. Develop 1. What is it?

2. 5 Imp ways 2. How to be?
3. 7 C’s 3. Use

Communication Listening Assertiveness

1. Why listen?
2. Good & Bad
3. Active Listening
ASSERTIVENESS
What is Assertiveness
Having meaningful, productive and positive interactions at work can help you enjoy more effective team building, leadership
and collaboration. Assertiveness is a confident, respectful demeanor that allows you to communicate effectively with others.
Practicing assertive communication can improve your interactions in any workplace. This article provides tips and information to
help you act assertively in professional situations.

What are assertiveness skills?

Assertiveness skills are communication strategies that convey information and ideas in an open and direct way while maintaining
respect for those you’re speaking with. Assertiveness allows you to profess and defend your claims, ideas and decisions in a
calm but powerful manner. Assertive communication is ideal for many workplace communications as it is stronger and more
effective than passive communication and more polite and considerate than aggressive communication.
Examples of assertiveness skills
When you’re assertive, you’re able to communicate successfully with others and convey your message correctly. These skills are
key aspects of assertiveness.
Respect: An assertive approach is respectful. This communication allows you to share your thoughts and feelings while offering
consideration for others. Offer respect by listening patiently to others’ opinions, carefully considering their viewpoints and
recognizing the validity of their thoughts even when they’re different from your own.
Openness: Assertive communication is open, meaning that you readily answer questions, offer all relevant information and
provide supporting details as requested. In open communication, you would share your research with others on your team or
offer your opinions promptly when asked.
Honesty: Honesty is crucial for direct, accurate communication. Those who have mastered professional assertiveness maintain a
high sense of integrity in all their dealings. In the workplace, this means offering your thoughts when doing so is appropriate and
productive.
Examples of assertiveness skills
Accountability: An assertive approach is one that stands up for your own rights and the rights of others. To do this, take
personal responsibility for your actions and stay accountable for what you have said or done. This means that you will tell others
when a workplace error results from your miscalculation and take charge of the efforts to remedy this issue.
Self-control: Self-control allows you to maintain assertiveness in a calm and respectful way. Using your self-control will help
you stay assertive rather than aggressive so you can communicate without offending others. When confronted with an unhappy
client, for example, self-control helps you to respond patiently and politely so you can resolve the issue in the best way possible.
Delegation: Delegation is the ability to assign tasks to others when appropriate. The ability to delegate separates assertive
communication from passive communication. By delegating, you can divide responsibility appropriately. When tasked with a
large project, you might delegate several of the tasks to others, selecting team members whose skills and expertise are best suited
to each step so the finished product is as strong as it can be.
How to improve assertiveness skills
Focusing on your assertiveness skills could help you find the ideal compromise between the extremes of aggressiveness or
passivity. Try these tips to communicate assertively.
Assess your personal communication style. Watch for signs you’re acting aggressively or passively. Recognizing opportunities
for improvement helps you see where you can start practicing assertiveness.
Practice your delivery. Script important communications ahead of time and practice with a friend or co-worker to make sure
your message is direct yet respectful. Ask for feedback that will help you improve your communications for future interactions.
Practicing common interactions ahead of time prepares you to respond effectively when you face them on the job.
Share your thoughts. Speak up when you have something to say. Openly provide your opinions and ideas so you’re
contributing readily to workplace discussions.
Use confident body language. Stand straight and keep your arms at your side or in your lap rather than crossed across your
chest. Make eye contact with the person you’re speaking to; or look at a point between their eyebrows if this is more comfortable
for you.
How to improve assertiveness skills
Maintain control of your emotions. Practice even breathing and keeping your voice steady. Stay calm in confrontations and
implement stress management techniques such as regular workouts, meditation or journaling to help you maintain a peaceful
demeanor.
Practice emotional intelligence. There are some scenarios in which assertive communication may not be appropriate. For
example, if you are dealing with a sensitive colleague who needs you to listen at the moment to diffuse a situation, it may be best
to let your assertive communication skills take a back seat for that conversation.
Remember…
Advantages Drawbacks
◦ Helps us feel good about ourselves and others ◦ Others may not approve of this style of communication or
may not approve of the views you express.
◦ Leads to the development of mutual respect with others
◦ Also, having a healthy regard for another person's rights
◦ Increases our self-esteem
means that you won't always get what YOU want.
◦ Helps us achieve our goals
◦ You may also find out that you were wrong about a
◦ Minimises hurting and alienating other people viewpoint that you held.
◦ Reduces anxiety ◦ But most importantly, as mentioned earlier, it involves the
risk that others may not understand and therefore not accept
◦ Protects us from being taken advantage of by others
this style of communication.
◦ Enables us to make decisions and free choices in life
◦ Enables us to express a wide range of feelings and thoughts
Highlighting assertiveness skills during the job
search
Assertiveness skills are important in the workplace, as they equip employees to
communicate clearly and maintain positive professional relationships with those
around them. Here are two ways to highlight your ability to communicate
assertively as you’re seeking employment.

◦ Assertiveness skills for the resume

◦ Example assertiveness skills
◦ Example job responsibilities
Assertiveness skills for the resume
Highlight your assertiveness on your resume by including Example assertiveness skills
relevant supporting skills in the skills section. This may Here is a list of assertiveness skills you can use on your
include self-motivation, strong communication skills and resume:
the ability to delegate. ◦ Verbal and written communication
◦ Self-starter
As you’re describing your job responsibilities, emphasize ◦ Delegation skills
ways you’ve acted assertively. Mention any times when ◦ Leadership
you’ve been in a leadership role, assigned tasks to others
◦ Conflict management
or resolved disputes. Hiring managers can recognize
assertive applicants from their ability to write directly and ◦ Collaboration
confidently about their value and accomplishments. ◦ Active listening
◦ Problem-solving
◦ Team-building
Example job responsibilities
Here are some examples of how assertiveness skills could be included in the job responsibilities on your resume:

◦ Utilized strong leadership skills to motivate my team to increase sales by 15 percent, despite the fact that many of us were new
◦ Through my ability to motivate the team and delegate effectively, we consistently met or exceeded deadlines
◦ Developed relationships across multiple departments and collaborated to bring a new product to market in just 30 days
◦ Utilized active listening while coaching team members in order to resolve problems and empower them with the knowledge
and skills to reach their goals
COMMUNICATION
7 Cs OF
EFFECTIVE
COMMUNICATI
ON
THE 7C’S OF COMMUNICATION
Effective communication is essential in every • CLEAR
aspect of our life, whether it be at home, at
work or with our friends. A person who can • CONCISE
communicate effectively will always have the • CONCRETE
advantage when dealing with people.
• CORRECT
Fortunately, there is a guideline that one can • CONSIDERATION
follow to implement the habit of effective
communication. The 7 C’s of communication • COMPLETE
are 7 attributes that you need to keep in mind • COURTEOUS
while communicating your message.
CLEAR
Convey your message in an easy-to-understand manner. Use short simple sentences while speaking or writing. The
aim is to share your thoughts and ideas with utmost clarity. Clear messages consist of exact and concrete words.

Bad Example Good Example

Hi Amit, Hi Amit,

I would like to schedule a meeting with you in regard to
yesterday’s conversation. The topics you covered were
great, and I’d like to speak about it in detail. Please let me
know when you would like to have this meet.
Regards,
Naresh
I would like to schedule a meeting with you in regard to
your presentation on email marketing. The topics you
covered were great, and I would like to discuss
implementation on our current clients. Please let me
know when you have the time so that we can discuss it in
detail.
Regards

Naresh

In the above example, we do not know which In this example, the reader knows exactly what is
conversation Naresh is referring to. If Naresh had expected of him because the message is clear.
met Amit on multiple occasions that day, then he
wouldn’t know what Naresh is talking about.
CONCISE
Concise means to be to the point without using a lot of words. Avoid using filler words like “you see”, “at this point of time”, “a lot
of sense”, “kind of”, “what I mean”, “sort of”. You need to ask yourself if there are any unnecessary sentences and if you have
written the same points multiple times. Being concise saves the time of both you and your reader and adds value to your message.

Bad Example Good Example

Dear Bharat, Dear Bharat,

I wanted to talk about the video editing ideas we sort of planned out the other
day. Don’t you think it would make a lot of sense to also add additional
elements to the videos? I mean, I think that would sort of improve the quality
of the videos as well as have a stronger impact on the client’s message.
For instance, we could add a dissolve transition on each movie, which would
then give it a seamless flow. This would then make the video cleaner and be
more appealing in the minds of the people. The impact would just be a lot
greater. This makes a lot more sense according to me.
What do you think?
Regards,
Aaron
I wanted to discuss the video editing ideas we planned out yesterday. It would
be better to add additional elements to the video in order to have a stronger
impact on the client’s message.
A dissolve transition would give a seamless flow to each movie and make the
videos cleaner and appealing in the minds of the target audience.
What do you think?
Regards
Aaron

There is a lot of repetition in this email and it is • Brief and to the point
quite long. The email can be made shorter and to • No Repetition or unnecessary Sentences
the point.
CONCRETE
Concrete messages are clear and usually supported with facts. It gives a laser focus touch to your messages without
being vague. There are details in the message without it being too long. A concrete message is solid and specific.

Bad Example Good Example

Have you ever been late for a meeting just

Save time with the Indicator because you didn’t know the train schedule?
Master everyday Hate waiting for a bus because you don’t
know its timings?
Then download the Indicator Master app. It
will give you all the train and bus schedules so
that you can avoid delays and save time!

This kind of tag line does not give the user any details. • Clear Picture
There are no facts and it’s vague. People might not • Vivid factors
download this application since it’s not concrete • Focuses on main point
enough to entice the user. • Solid message
CORRECT
Make sure all your facts and figures are accurate with the no grammatical errors. Always proofread your work
before presenting it. A correct message with viable facts will add credibility to your work.

Bad Example Errors

Hi Sunil,
Thanks so much for meeting me at lunch today! I
enjoyed our conservation, and I'm looking forward
to moving ahead on our project. I'm sure that the
two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Nikhil
If you read that example fast, then you might not
have caught any errors. But on closer inspection,
you'll find two.
1. Conversation
2. Week
These spelling mistakes usually happen due
to fast typing or unconscious of mind.
Spell checkers don’t always work so make sure you
proofread everything.
CONSIDERATION
Consideration is simply keeping in mind the audience's requirements and views while formulating your message. Follow the ‘You’
approach when dealing with your audience. Consider their level of education, interests, mindsets, etc. Emphasize on what is
possible rather then what’s not when dealing with them. This will result in positive outcomes during your interactions

Bad Example Good Example

“You will be glad to know that we now have a walkup “You can now take care of your banking needs at

window open 7-9A.M and 3-8 P.M. Every week our new Walk-Up Window. It is open with a capable

weekday”. teller to serve you 7-9 A.M and 3-8 P.M Monday

through Friday”

• Focus on “you” instead of “I” or “We”

Readers may not get a clear picture of the benefits • Show audience benefit or interest of the receiver
with the message. • Emphasize positive, pleasant facts.
COMPLETE
A complete message gives the user all the information and is clear and detailed. When your message is complete, your audience
knows exactly what needs to be done. Make sure all the facts you want to convey in your message are accurate and there is a clear
call to action present in your message.

Bad Example Good Example

Hi Guys, Hi Guys,

Please make sure to carry all the items tomorrow Just a reminder that we have a meeting scheduled
for the meeting. at 10.00 am tomorrow to discuss the Britannia
event.
Regards, Please make sure you get all the event props that
Amar need to be presented to the client.

Regards
Amar

The message is clearly incomplete. There are no The message provides:

details as to what items, which meeting and at what • All necessary information.
time. • The topic for the meeting, client information and
the items to be presented to the client.
COURTEOUS
Being courteous is the most important attribute of communication. Always be friendly and honest. Respect the
speaker while you communicate. Even if you have some feedback that needs to be pointed out, it can be conveyed
in a constructive manner. A courteous message will leave the speaker in a positive mindset rather than negative.
Bad Example Good Example

Dear Smita, Dear Smita,

I have noticed that there are always delays in the orders.
You need to focus on the orders department as a priority.
Please get all the orders cleared ASAP!
Regards,
Ganesh
Thank you for your work on the book fair. I have noticed
that there are orders pending which need to be cleared
on priority. I would appreciate it if you could focus on
getting these cleared so that we can avoid any delays to
the customer.
Thanks a lot, and please let me know if you have any
questions regarding the same.
Best,
Ganesh

There is a very good chance that the reader will get Now you can see that the same message has been
angry if they receive a message like this. It might result conveyed in a constructive and positive manner. The
in creating a toxic environment rather than solving any reader would be more likely to respond positively in
issues. this case rather than react.
CONCLUSION

The way we communicate is a huge factor on how successful we are in

life. If we communicate effectively, it gives us more credibility in our jobs
as well as personal life.

Using the 7 C’s of communication, that is when you’re clear, concise,

concrete, correct, consider the speaker, complete and courteous, with
your message, you will become an effective communicator and find
more success in your interactions with people.
LISTENING
Listening Skill
Listening is the ability to accurately receive and interpret messages in the communication process.
Listening is key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result,
communication breaks down and the sender of the message can easily become frustrated or irritated.
If there is one communication skill you should aim to master, then listening is it.
Listening is so important that many top employers provide listening skills training for their employees. This is not surprising
when you consider that good listening skills can lead to better customer satisfaction, greater productivity with fewer mistakes, and
increased sharing of information that in turn can lead to more creative and innovative work.
Many successful leaders and entrepreneurs credit their success to effective listening skills. Richard Branson frequently quotes listening
as one of the main factors behind the success of Virgin.
Listening is Not the Same as Hearing.
Hearing refers to the sounds that enter your ears. It is a physical process that, provided you do not have any hearing problems, happens
automatically. Listening, however, requires more than that: it requires focus and concentrated effort, both mental and sometimes
physical as well.
The Purpose of Listening
There is no doubt that effective listening is an extremely important life skill. Why is listening so important? Listening serves a
number of possible purposes, and the purpose of listening will depend on the situation and the nature of the communication.
◦ To specifically focus on the messages being communicated, avoiding distractions and preconceptions.
◦ To gain a full and accurate understanding into the speaker's point of view and ideas.
◦ To critically assess what is being said. (See our page on Critical Thinking for more).
◦ To observe the non-verbal signals accompanying what is being said to enhance understanding.
◦ To show interest, concern and concentration.
◦ To encourage the speaker to communicate fully, openly and honestly.
◦ To develop a selflessness approach, putting the speaker first.
◦ To arrive at a shared and agreed understanding and acceptance of both the sides views.
Often our main concern while listening is to formulate ways to respond. This is not a function of listening. We should try to
focus fully on what is being said and how it's being said in order to more fully understand the speaker.
What Makes a Good Listener
Good listeners always strive to fully understand what others want to communicate, particularly when the statement lacks clarity.
Listening demands the attempt to decode and interpret verbal messages and nonverbal cues, like tone of voice, facial
expressions, and physical posture.
Active listeners also show their curiosity by asking questions. Do this, and you will make a great impression.
Through body language and other cues, good listeners subtly communicate to the speaker that they're listening. Additionally,
they encourage and welcome the thoughts, opinions, and feelings of others.
One way to demonstrate active listening is to allow the interviewer to complete each question and statement before responding.
Do not interrupt and be sure that your responses genuinely answers the question. Remember that it's perfectly fine to take a few
moments to frame the right response. Doing so shows that you've fully absorbed the speaker's words and are considerate enough
to formulate the best answer.
What Makes a Bad Listener
Interrupting indicates that your listening skills are underdeveloped. Likewise, responding in a way that fails to answer the
question will reflect poorly on your listening skills, especially in a job interview.
Talking too much is also problematic, as proper conversations should be well balanced, with parties getting equal time to speak.
Monopolizing a conversation prevents you from listening and the other party from fully expressing what they want to say. In the
end, this will lead to you making a poor impression.
Looking distracted is also a quality of a poor listener. This could involve anything from avoiding eye contact to checking your
phone or watch while someone else is talking.
Becoming an Active Listener
There are five key active listening techniques you can use to help you become a
more effective listener:
1. Pay Attention
Give the speaker your undivided attention and acknowledge the message.
Recognize that non-verbal communication also "speaks" loudly.
◦ Look at the speaker directly.
◦ Put aside distracting thoughts.
◦ Don't mentally prepare a rebuttal!
◦ Avoid being distracted by environmental factors. For example, side
conversations.
◦ "Listen" to the speaker's body language.
Becoming an Active Listener
2. Show That You're Listening
Use your own body language and gestures to show that you are engaged.

◦ Nod occasionally.
◦ Smile and use other facial expressions.
◦ Make sure that your posture is open and interested.
◦ Encourage the speaker to continue with small verbal comments like yes, and
"uh huh."
Becoming an Active Listener
3. Provide Feedback
Our personal filters, assumptions, judgments, and beliefs can distort what we hear.
As a listener, your role is to understand what is being said. This may require you
to reflect on what is being said and to ask questions.

◦ Reflect on what has been said by paraphrasing. "What I'm hearing is... ," and
"Sounds like you are saying... ," are great ways to reflect back.
◦ Ask questions to clarify certain points. "What do you mean when you say... ."
"Is this what you mean?"
◦ Summarize the speaker's comments periodically.
Becoming an Active Listener
4. Defer Judgment
Interrupting is a waste of time. It frustrates the speaker and limits full
understanding of the message.

◦ Allow the speaker to finish each point before asking questions.

◦ Don't interrupt with counter arguments.
Becoming an Active Listener
5. Respond Appropriately
Active listening is designed to encourage respect and understanding. You are
gaining information and perspective. You add nothing by attacking the speaker or
otherwise putting her down.

◦ Be candid, open and honest in your response.

◦ Assert your opinions respectfully.
◦ Treat the other person in a way that you think she would want to be treated.