Do you feel that others take advantage of you? Or are you aggressive, meeting your own needs at the expense of others? Do you think you express your thoughts, feelings, and beliefs in a direct, honest, and appropriate way? An assertive person effectively influences, listens, and negotiates so that others choose to cooperate willingly. Being assertive is one of the most important skills you can have. In your daily work communication, you need to be assertive when handling complaints, selling, negotiating, motivating, or delegating.
Directions: Consider the following statements and check the answer that describes your behavior in MOST situations.
YES | NO | |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
Total of YES responses: ____________ |
Scoring:
15–19 | You are too timid. |
7–14 | You should be more assertive. |
0–6 | You are self-assured. |
Use “I” rather than “you” messages.
Express feelings and needs without blame or punishment.
Resolve issues immediately.
Learn to say no without guilt.
Keep control by speaking in a firm voice and maintaining a well-balanced posture.
Focus objectively on the situation and do not get sidetracked.
Express your case with conviction, but don’t neglect the position of the other person.
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After completion of the rating forms, form small groups to discuss some of the goals identified by individuals and issues that hinder assertive behavior. Conduct a large group discussion regarding specific actions that can be taken to improve assertive behaviors that meet the needs of the customer (internal and external) as well as those of the service representative.
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