Assertiveness

1. Assertiveness at Work

Assertiveness training is based on the idea that individuals have certain rights and certain responsibilities to themselves and other people.

If people feel their rights are respected, their confidence, motivation and productivity improve.

1.1 People have the right to feel respected in the workplace.

A culture of assertiveness is especially valuable where people work under pressure or have daily contact with the public.

• If people feel they are respected, they are more likely to respect the rights of others.
• Encourage employees to challenge aggressive or discriminatory behaviour or harassment calmly and quickly.
• Recognise your employees' personal knowledge of your key business contacts. Customers and suppliers probably chat to your receptionist every time they call.

1.2 People have the right to know what is expected of them in their jobs.

• Give people the equipment, information and authority they need, plus regular feedback.

1.3 People have a right to be consulted about decisions that affect them in their work.

• Employees who are involved in making decisions are more likely to understand why unpopular decisions have been made.

1.4 People have a right to make genuine mistakes and do not deserve blame and put-downs.

• Many mistakes occur because people have not been properly trained or equipped.
• A culture of blame has a negative impact on morale. People cover their backs or accuse others, rather than accept responsibility for their actions.

1.5 People have the responsibility to respect other people's rights, irrespective of seniority.