Week 2 test your understanding on effective communication skill

How would you use the assertive technique for "saying no" to a colleague who has given you a project assignment that you do not have time to work on.

Type your example answer below.

(Hint: say no followed by an explanation)

Answer explanation

No, I cannot take on that project right now because I am currently focused on my existing commitments and want to ensure I deliver quality work. I appreciate the offer, but I must prioritize my current responsibilities.

Lin has been asked to prepare a report on the user requirements to update the document management system.  The conversation might go like this:  

Lin: Could you tell me about any new functionality you want to see in the document management system? 

User: There are so many issues I don’t know where to start. We have problems with printing; it is difficult to find documents, and management always wants things done yesterday.  

What would be a good way to apply the Assertive technique for Dismiss and Redirect in response to the User?

Answer explanation

To apply the Assertive technique for Dismiss and Redirect, Lin could acknowledge the user's concerns about issues and then redirect the conversation to specific functionalities they want, ensuring the user feels heard while focusing on actionable items.

Example of a good sentence using Dismiss and Redirect:

Lin: I acknowledge your broader concerns, but at this time we need to focus just on this aspect of the

system [Dismiss]. These broader issues could be raised with management for consideration in the future

[Redirect].

Imagine you are working with a team, and you want to make it known to your colleague that his subordinates are fearful of the way he talks to them.

What would be a good example sentence of using the assertive technique of "Questioning to Prompt Awareness" to your colleague?

Answer explanation

A good example sentence could be.

"Have you noticed how your team reacts when you give feedback? It seems they might feel intimidated by your tone. What do you think about that?"

This prompts awareness without being confrontational

Example: Lin faces a user who is very angry because his printer keeps failing. The  conversation might go like this:  

User: Why can’t you teach people to fix things properly? This problem has happened so many times.  I keep calling, and someone comes and does something, but the next day, the printer fails again. 

Lin: I am sorry this keeps happening. It would be very frustrating, and I apologize that we have been unable to fix it for you.

What type of assertive skills is Lin applying?

• Dismiss and Redirect

• Forcing a Choice

• Fogging

• Broken Record

Answer explanation

Fogging

By acknowledging the criticism rather than becoming defensive, we take the force out of the criticism. This means that “when others then  lash out, instead of connecting with something solid, they find it is like punching fog” 

Example: Lin is currently undertaking a major review of the document management system and her boss asked her to do another task.

Kamil: We have an issue with outdated equipment in your area. We must do a major audit to establish what should be written off and replaced. I would like you to do this, and I need it completed by the end  of the month

Lin: I understand numerous issues with the equipment in our area, and some of it is no longer working. There are issues with the equipment database, so it will take time to identify everything. I  am currently working on the report on the document management system, which is taking up all my time.  Please tell me which task is the most important, and I will focus on that one.

Which of the assertiveness skills has Lin applied in her sentence?

• Forcing a choice

• Broken record

• Workable compromise

• Dismiss and redirect

Answer explanation

Forcing a choice.

We can use it when asked to complete a task and have already been assigned other tasks. It may be necessary to clarify what objective should be prioritized. 

Example: Lin has just returned from a difficult request from one of the staff, Jim. The staff member was angry because a request to fix his computer had been logged two days earlier, but no one had come to see what the problem was. The staff member complained to Lin’s boss. 

Kamil: What on earth did you think you were doing? This was unacceptable. 

Provide an example of using 'Ask for specifics' in a sentence in response to Kamil.

Answer explanation

A suitable response could be

"'Kamil, could you specify what aspects of the situation you find unacceptable? Understanding your concerns will help me address them more effectively."

This asks for specifics and shows willingness to improve.

Example: Lin asked her boss what was unacceptable

Kamil: The delay in returning to Jim was unacceptable; he should have been a top priority. 

Lin: Yes, I agree. I tried to contact him earlier, but he was not at his desk, so I should have tried again yesterday. I will make sure he is a priority in the future.

What type of assertiveness skill is Lin applying here?

• Dismiss and Redirect

• Fogging

• Workable Compromise

• Forcing an issue

Answer explanation

The answer is a workable compromise.

It can be used when others become frustrated. We try to find a way to compromise to satisfy them.  This process of compromise is also integral to effective teamwork.