Assertive Communication

Question 1

What are the types of communications styles?

Answer 1

• Passive-aggressive
• Aggressive
• Manipulative
• Assertive
• Submissive

Question 2

What are the behaviours of a submissive communication style?

Answer 2

• Lack of respect for own needs and rights ƒ
• Do not express honest feelings, needs, values and concerns ƒ
• Allow others to violate their space, deny their rights, ignore their needs

Question 3

What are the behaviours of an aggressive communication style?

Answer 3

• Lack of respect for needs and rights of others ƒ
• Expresses their feelings, needs, ideas at expense of others
• Speaks loudly, rude, abusive, sarcastic ƒ
• Their point of view is most important

Question 4

What are the benefits of:

A) submissive communication style?

B) aggressive communication style?

Answer 4

A)

• Avoids or postpones conflict ƒ
• Comfort in familiar pattern of behaviour ƒ
• A way to gain approval of others
• Less responsibility ƒ
• Appears selfless ƒ
• Manipulates others

B)

• Needs are met at expense of others
• Protect themselves ƒ
• Control over own lives and lives of others ƒ
• Very active in shaping their own destiny

Question 5

What is the cost of:

A) submissive communication style?

B) aggressive communication style?

Answer 5

A)

• Others control your destiny ƒ
• Less satisfying relationships
• Generates feelings of pity, irritation and disgust from others ƒ
• Repressed anger and negative emotions

B)

• Their fear increases
• Provokes counteraggression ƒ
• Eventual loss of control
• Guilt ƒ
• Dehumanisation ƒ
• Alienation
• Impacts health
• Impacts safety of society

Question 6

What are some characteristics of the assertive communication behaviours?

Answer 6

• Open and honest ƒ
• Person is authentic – they are themselves ƒ
• Listening and assertive behaviour is finely balanced

> Accept both positive and negative feedback ƒ

• Respectful of self and others

Question 7

What are the benefits of assertiveness?

Answer 7

• Get more of your needs met
• Develop better relationships and impact others, institutions and society ƒ
• Communicate your feelings, thoughts and emotions with less anxiety or without guilt ƒ
• Allows you to take responsibility for what happens in your life
• Maintains your own dignity and self-respect ƒ
• Recognises your rights and values
• Protects you from being victimised or taken advantage of ƒ
• Enriches your working life and job satisfaction

Question 8

What is the cost of assertiveness?

Answer 8

• Disruptions to one’s own life ƒ
• How they might be perceived ƒ
• Possibility of negative results ƒ
• Being vulnerable and getting hurt ƒ
• May have to reassess own values
• Exercise willpower

Question 9

How to say NO to patients?

Answer 9

Saying No with:

ENO- Empathy – No statement – Options

Question 10

For aspects of assertive communication:

A) What is some advice for personal space?

B) What is some advice for body language?

Answer 10

A)

• Space varies in size from person to person
• A physical, psychological and values territory which is yours
• Have respect for the other person’s space and for your own
• May include their belongings and clothing or professional territory
• Encroaching on someone’s space is a way to push your values on others

B)

• Face front-on „
• Stand evenly „
• Hands visible, palms visible

Question 11

For aspects of assertive communication, what are examples of “I” statements used?

Answer 11

“I feel…” “I want…” “I need…” as opposed to “you” statements

• Listener less like to dispute these kinds of statements
• Allows you to state your point firmly

Question 12

For aspects of assertive communication, what is the importance of empathy?

Answer 12

• Approach the discussion having spent time thinking about the situation from their point of view
• Let the other person know that his or her point is understood
• Creates a more equal partnership in solving the proble

> Good idea to consider other person’s perspective BEFORE you address an issue with them

Question 13

For aspects of assertive communication, what is the five part assertive message? give examples.

Answer 13

1. A non-judgemental description of the behaviour –> when I …
2. Disclosure of asserter’s feelings –> I feel
3. Clarification of the effect of the other person’s behaviour or clinical decision on the asserter –> because (clarify effect on your life)
4. State your needs or clarify the behaviour you would like to change –> (i need you to/ i want/ i will)
5. Describe the consequences – the positive impact of the behaviour change on the asserter –> if you do this.. then I

Example of a 5-part assertion message

1. When I am on my own in the front of the shop
2. I feel frustrated
3. Because I am serving the majority of patients at the counter on my own which is a lot of extra work for me and I am unable to get my other jobs done
4. I want you to work in the front of store so that you can be there to help greet and assist me with patients
5. When you are out front with me I will be able to get my work done as well and I can supervise you better and help you with your product knowledge

Question 14

For aspects of assertive communication, what is the five part assertive message in a clinical scenario? give examples.

Answer 14

1. A non-judgemental description of the issue – factual, concise and organised
2. Clarification of the way the other person’s clinical decision/recommendation increases risk or worsens care for the patient
3. State your recommendation and clarify the way in which your recommendation decreases risk or improves care for the patient
4. Ask for feedback on your recommendation, encourage questions and comments – prepare to be flexible

ISOBAR to a prescriber

Example

1. Dr Monaco, when I have to keep calling you for the prescriptions you have ordered over the phone
2. I feel frustrated and concerned because I have supplied these medications to your patients to ensure continuity of their care
3. But it is taking too much of my time to get these prescriptions from you to process and until they are processed the pharmacy is not paid by Medicare and importantly this breaches the regulations for a direction by prescriber supply
4. Dr Monaco, I want to have a great working relationship with you and work together for our mutual patients so, going forward I want the outstanding scripts sent today and I will want any prescriptions within 5 days for any further phone order supplies as per the regulations
5. If you do this, then I can continue to support you with phone supplies when they are necessary

Question 15

What to do when assertiveness has no effect?

Answer 15

Escalate „

Delay the conversation „

Repeat the assertive message