Professional
behaviour –
Script / Role
Play
Assessment
Adele Carson
Julie Millar
Different communication /
behaviour styles
– Aggressive
– Submissive
– Manipulative (aggressive/passive)
– Assertive
– ACTIVITY
– What verbal and non verbal (NVB) characteristics are shown by each of these?
– Which do you think is most “professional”?
Assertive communication/behaviour
is professional – involves…
– Setting limits
– Being relevant – stick to the issue
– Setting the tone – professional
– Being direct, clear and honest
– Say “no” if you need to
– Do use “I” statements
– Do use “we” statements
– Don’t use lots of “you” statements
Assertive Communication
– a way of expressing one’s needs, feelings and opinions honestly, openly, directly
but respectfully, without being racked by negative emotions such as anxiety or
guilt
Assertive Person Is Able To
• Refuse unreasonable requests without being guilty
• Listen to others
• Separate the person from the problem
• Disagree with the views and opinions of others, if necessary
• Act non-assertively if it is felt that it is the best option under the
circumstances
Verbal Assertive Behaviour
• Basic assertion – straightforward statement of your wants, needs, views or
rights.
• Elaborated assertion – empathy, apology (for the consequences) and explanation.
• Confrontational assertion – pointing out to others that they are wrong (without
accusation). Should be based on facts and logic. Can involve drawing consequences
and escalating assertion (more than one incident).
• Protective assertiona) broken record – asking the same thing over and over.
b) Fogging – a way of accepting criticism without showing it is concerning you.
ACTIVITY – when you have been a “broken record” OR used “fogging”?
Non-verbal Assertiveness – looks
like…
• Tone of voice
– relaxed but firm, confident
• Gaze
– flexible and intermittent eye-contact
• Speed of Speech
– Moderate but tending towards the slow and deliberate
Non-verbal Assertiveness – looks
like…
• Facial expression
– Alert, yet avoiding uncontrolled movements or signs of negative emotion as well
as smiles apprehension
• Gestures
– Relaxed, open gestures while speaking
• Posture
– Generally upright, avoiding shifting, shuffling or fidgeting
Non-verbal and verbal – are they
matched???
• Check non-verbal clues
Does a person seem to ignore you?
Does a person’s face have a confused expression?
Does a person shakes the head or raises shoulders?
• Repeat (say the words again/with actions that match/in a different way)
• Ask questions (e.g. Is this clear to you? Can you show me?)
Listening
• Listening vs. Hearing – when you listen actively, you make sure that you
understand the message
• The average person speaks at about a rate of 150 words per minute (wpm). The
problem is that we can hear at about a rate of 1,000 wpm.
Problems with listening…
– ACTIVITY
– Which are your problems?
How to stay focused…
1. Concentrate on what the speaker is saying, both with his or her words as well
as with voice inflections, rate of speech, body language.
2. Try not to think about how you are going to respond to the other person while
he or she is speaking.
3. Interact non-verbally with the other person with small gestures or verbal
affirmations, such as nodding your head or saying ‘I see’.
4. Do not interrupt or finish the other person’s sentences
Listening…beware of pre and
misconceptions
– ACTIVITY
– Listen to the story
– You will be asked a question at the end
– Two possums are sitting on a log talking about rugby. The little possum is the big
possum’s son. But the big possum is not the little possum’s father. How is this
possible?
– ANSWER – big possum is little possums mother
Check for understanding…
– Repeat using your own words
– Ask for a demonstration, if needs be
– Show how to do something, if this will help
– Ask for meaning of unfamiliar words, if necesary
Factors influencing professional
assertive behaviour
• Gender – men and women communicate differently…
• Relationship – do you know the person you are talking to well or not?
• Status – work position held can have an impact.
• Situation – or context. Is the conflict at home or work – this may affect how you
deal with it.
• Culture – different cultures communicate differently e.g. Japanese don’t like
confrontation, but some Americans may not worry at all about this.
• Age – children communicate differently to adults e.g. around vocabulary
• ACTIVITY What are your opinions here?
Benefits of Assertion: The
Manager
• Self-esteem
• Higher chances of tackling an issue to everyone’s satisfaction
• No emotional energy is consumed
• May be rated less attractive than more submissive managers
Benefits of Assertion: The Staff
• There is no guarantee that all those subjected to assertive style will be always
happy with it
• Views and concerns taken into account
• Feel more at liberty to express their opinions
Benefits of Assertion: The
Organisation
• Good communication
• High staff morale
• High commitment
• Internal disputes are kept to minimum
• Reputation for good employer-employee relations
Script or role play structure
– Role play / script example…please see BMGT5015 Moodle week 6
– This example shows aggressive, submissive and ASSERTIVE (the one you want)
to help show differences between the styles!
Summary – assertive NVB and
verbal language
• Open gestures
• Confident facial expressions
• Strong voice
• No ‘ers’, ‘ums’, or other hesitations
• Direct gaze
• Don’t use lots of “you” statements
• Do use “we” statements
QUIZ – Nonverbal
Communication
– ACTIVITY
– Nonverbal and verbal communication are interconnected in which of
the following ways?
a) nonverbal cues can repeat verbal messages
b) nonverbal cues can substitute for verbal messages
c) nonverbal cues can contradict verbal messages
d) all of the above
QUIZ – Nonverbal
Communication Recap
– ACTIVITY
• Displays of feelings vary by cultures. Which of the following is NOT true?
a) Many Asian cultures use high degrees of facial expressions.
b) Arabic cultures freely express grief.
c) Most Americans hide grief or sorrow.
d) Sometimes, excessive smiling may signal shallowness.
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