Focus on Facts

How To Be More Assertive: Part 9

If someone makes a difficult request, eg: they are being inconsistent, or asking you for something that is contrary to an established policy, or a customer demand, then:

• Let the facts speak for themselves
• Ask for clarification of the facts

This technique is particularly useful when dealing with your manager, a senior person or someone in a position of power.

For example, you could point out the discrepancies between the current request and previous requests. This should not be used to “score points” or to humiliate a person who is inconsistent—everyone changes their mind. It should be used to identify and then constructively resolve differences.

Questions

When might this technique be useful?

When might this technique be inappropriate?

How To Be More Assertive

What is
assertiveness?

Four styles

Rights and
responsibilities

Positive beliefs

Being direct

Expressing
disagreement constructively

Managing the other
person's behaviour
by enforcing
a process

Building rapport

Focusing on facts

Focusing on
consequences

Stopping put-down
behaviour

Text Book Techniques

Personal
action planning