Assertive Communication

 

Within the company, and with clients, the most important and most frequent type of communication is of a personal nature. That is, communication often takes place in the form of personal meetings and negotiations. The atmosphere and emotional tone of these meetings have an impact upon the opportunity for cooperation within the company and with the clients as well. If these personal discussions and meetings are at all strained, relations between colleagues can deteriorate, which can adversely affect both individual and company results.

The quality of communication and relations with external clients is even more important for the company. The company is usually judged on the basis of the quality of communication of one contact person, regardless of whether this person is a manager or an employee. If the communication is not appropriate, the clients will no longer be satisfied with the company, which has a negative impact on company efficiency and results. Therefore, it is important how we communicate with our colleagues, staff, and managers, let alone our clients.

The method of assertiveness is a way of influencing, which takes the partner’s objectives and concepts into consideration, and ensures that the partner’s differing opinion or possible objection is also taken into account in an empathetic manner. With the help of assertiveness, communication becomes efficient and authentic, and a positive relationship based on mutual advantage (a win-win relationship) is established between the partners. Assertive communication is an integral part of a healthy work environment. It is indispensable for efficient work since it fosters the prevention of conflict and contributes to the diffusion of stress.

By the end of the program the participants will be familiar with:

• The definition and the importance of self- and role-knowledge and the Johari window, and thus will be able to create an authentic image of themselves
• The method and the importance of self-assertiveness, and accepting others
• The bases of communication, their own communication skills, and possibilities for their development and its direction

By the end of the program the participants will be able to:

• Utilize the communication skills via which they can become good "emitters", good "receivers" and good "questioners"
• Receive and process objections and feedback by means of active listening
• Recognize the communication mistakes they encounter during their work
• Recognize and practice the rules of information flow within a team
• Practice the ways of criticizing, praising, and the assertive forms of stating opinion
• Practice the method of assertive communication in their work
• Formulate and communicate their needs and expectations in a clear, concise, and assertive manner, thus being able to take on responsibility and identify with the role of managing
• Create win-win situations, relationships, and partnerships in their communication