Assertiveness

8. A Culture of Assertiveness

Assertive behaviour must be welcomed in your business, if each person is to operate assertively.

8.1 Provide assertiveness training for sales people, receptionists and customer service people first, and other employees later.

• Include supervisors and managers. They need to understand the pressures their teams face and learn to deal with them.

8.2 Reinforce a win-win culture in the business.

A workplace where people see all transactions in terms of winners and losers reinforces unproductive behaviour patterns.

• Train your supervisors and managers to encourage plain speaking and support assertive behaviour.
• Do not tolerate bullies in the workplace.
• Assertiveness training for your thrusting go-getters may be better aimed at learning how to listen than how to get heard.

8.3 Provide multiple communication channels.

• Call regular team and department meetings and encourage everyone to participate in the discussions.
• Introduce newsletters, team bulletins and individual or group contributions to your intranet, if you have one. Every chance to express themselves boosts employees' confidence and sense of worth.
• In your appraisal process, ask questions that will encourage employees to express their needs and viewpoints.