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Assertive Communication in English

Here are three statements of sincere praise for coworkers or acquaintances: For John: I appreciate the care and attention you bring to every project. Your thoroughness and eye for detail really help ensure we deliver high quality work. For Sarah: Thank you for your willingness to help others on the team. I've noticed how patiently you explain things to new hires - it really helps them get up to speed quickly and feel welcomed. For Michael: I'm constantly impressed by your creativity in solving problems. The innovative approaches you come up with help us improve processes and better serve our customers. Your out-of-the-box thinking is an asset to this organization.

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Nikkie Detaro
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92 views19 pages

Assertive Communication in English

Here are three statements of sincere praise for coworkers or acquaintances: For John: I appreciate the care and attention you bring to every project. Your thoroughness and eye for detail really help ensure we deliver high quality work. For Sarah: Thank you for your willingness to help others on the team. I've noticed how patiently you explain things to new hires - it really helps them get up to speed quickly and feel welcomed. For Michael: I'm constantly impressed by your creativity in solving problems. The innovative approaches you come up with help us improve processes and better serve our customers. Your out-of-the-box thinking is an asset to this organization.

Uploaded by

Nikkie Detaro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Conversational English and Assertive

Communication
•  Part 2: Speak on the following topic:

What was one of the most memorable experiences


you’ve had (good or bad) at work?
You may wish to talk about:

-When it was.
-What it was about.
-What made it memorable.
-Whether it was a typical call. Why or why not?
-Whether you were able to express yourself fully.
Part 3: Delivering bad news.
The participant must give bad news in a mock call
situation.

The instructor will play the part of a disgruntled


customer.

The customer purchased gas on the 23rd of


January 2016 and there was an error with the pump
which meant that the payment was duplicated.
You must inform the instructor that you are unable
to process a refund until the next billing cycle.
Start small talk with the trainer

You found the trainer in the following


scenarios:

You need something from the trainer and you need it done now.
Start small talk with the trainer

You found the trainer in the following


scenarios:

The trainer needs to leave to catch a flight.


Start small talk with the trainer

You found the trainer in the following


scenarios:

The trainer is about to leave work. You need the trainer to stay for 2 more hours.
Review: Useful Expressions

When exchanging When offering


information: suggestions:
Could we have a word about… ? I suggest we…
Can you bring me up to speed Maybe we can…
on… ? It might be better to…
So what are we planning to do How about… ?
about…?
I think we should also
Can we go over… ? consider…
Review: Useful Expressions

When clarifying: When checking


comprehension:
What does that mean
exactly? Are you following okay?
Let me just clarify a couple Is everyone keeping up still?
of things.
Everything clear up to this point?
Could you explain… ?
Any questions so far?
Do you mean X or Y?
So that means…
In other words…
Review: Useful Expressions
When disagreeing:

When agreeing: That’s not quite true.


That’s totally out of the
question.
I think so, too.
You’ve got to be kidding.
Definitely.
On the contrary…
(That’s an) Excellent point. Fine, whatever.
Great idea. There’s absolutely no way
That’s definitely something to that…
consider. I doubt that.
I wouldn’t put it that way.
You can’t be serious.
I can’t go along with that.
That’s difficult to accept.
Yeah, no.
When was the last time you received feedback?

What did you feel?


• When was the last time you’ve given
feedback?

• How did the person feel?


Giving Feedback Well

• Talks about actual


behavior
• Relies on hard facts
• Focuses on correcting
CONSTRUCTIVE
the problem
FEEDBACK
• Ensures the person is
receptive
• Provides a clear path
towards improvement
Giving Feedback Well

SPECIFY

CONSTRUCTIVE
FEEDBACK
FOCUS DESCRIBE
Characteristics of Constructive Feedback
Let’s practice!
1. Improve the following feedback

The customers will never go for this idea.

You’re going to ruin the whole job!

"You've just offended every person in this group".

"I could work with you more easily if you had a


better sense of humour".
Let’s practice!
1. Look at the following scenarios
2. Decide how to give good feedback/reaction in each
situation

“Look . . . stop asking questions and just get it


done.”

“You may think you know how to handle the


situation, but you really don’t have enough
experience. I’m the boss, and I know when an
assignment is over your head.”
Invitation to Insight
Recall three situations in which someone has
praised you. Using the guidelines on the next
page, evaluate the praise you received.

Was it specific? Sincere? How did the praise


impact you?
Invitation to Insight
Think of three coworkers or acquaintances you
could praise sincerely.

How could you deliver the praise effectively?


For each, write a short statement or paragraph
expressing your praise.

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