Transcript Cengage PowerPoint Template

Nursing Assistant Monthly
Effective communication
What it means to be assertive
November 2008
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
2
Why learn to communicate assertively?
You will be able to:
 Stand up for your rights without stepping on the rights of
others
 Express yourself clearly and without apology
 Accept compliments gracefully
 Disagree respectfully
 Resolve conflicts
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
3
Communicating assertively requires
 Good self-esteem
– Respect for self
 Respect for others
– Honoring others’ points of view
 Empathy
• The ability to see through the eyes of others (“to put yourself in
someone else’s shoes”)
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
4
Assertive communication
 Is not aggressive or mean spirited.
 Aims to leave people on both sides feeling good about
themselves.
 Is effective!
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
5
Assertiveness in conflict
 Start by recognizing the others’ point of view
– “I realize we are all very busy this shift.”
 Avoid using words like “always” or “never”
– “You never offer to help!”
 Discuss the situation directly with the person involved
– Avoid gossip
 Face conflicts early, before small issues become big
problems
(continues)
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
6
Assertiveness in conflict (continued)
 Everyone (including you) deserves to be treated with
respect, even if you do not agree
– It’s OK to disagree!
 Ongoing on-the-job conflicts may require help from a
supervisor
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
7
Body language sends a message
 Frowning, arms crossed, avoiding eye contact
– May block communication
 Relaxed facial expression, head tilt, arms by side
– Demonstrates openness to communication
This is a general guideline –
there are some cultural differences.
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
8
Less effective communication styles
 Aggressive
– Hostile, angry
– One person “wins” the other “loses”
 Passive aggressive
– Difficult to know where you stand
– This person may be agreeable to your face, then go on to stir up
trouble, fail to keep promises
Both of these styles show a lack of self-esteem and respect for others.
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
Listening: the other half
of communication
 Communication is a two-way process.
 Put some effort into really listening to the other person’s
needs and point of view.
 Show you are interested and paying attention.
 Be clear about your own needs, and try to find common
ground.
Effective communication
Copyright © 2008 Delmar, Cengage Learning. All rights reserved.
November 2008
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