Practical assertive communication

Training & People Development Consultant

PRACTICAL ASSERTIVE COMMUNICATION

www.valueconsulttraining.com (021 7919 8730)

The Concept

1. Menurut Anda, apa yang dimaksud dengan

berkomunikasi yang asertif?

2. Buat beberapa contoh komunikasi yang asertif?

Kenapa Anda ikut kelas ini?

3. Buat beberapa contoh kurangnya komunikasi yang

asertif?

Gambarkan situasinya: apa yang Anda lihat, dengar dan rasakan


Day 1 - Morning• Memahami ketrampilan

mengirim dan menerimapesan

• Ketrampilan berkomunikasiyang komunikatif

Day 1 – Afternoon• Manfaat ketrampilan

komunikasi asertif• Melatih penggunaan teknik

komunikasi asertif

Start: 09.00 am; Finish: 17.00 pm15’ Break: 10.00 am & 15.00 pmLunch: 12.00-13.00 pm

komunikasi asertifDay 2 – Morning•Menyampaikan bahasa verbal dan non verbal

•Ketrampilan menyimak

Day 2 – Afternoon• Komunikasi efektif dengan

Atasan• Memberi instruksi dan

umpan balik


1. To understand the CONCEPT of communication and assertiveness and their significance in the workplace

2. To understand the STRATEGY to communicate effectively

3. To posses the SKILLS to communicate effectively and assertively to achieve objectives and goalsassertively to achieve objectives and goals


Is a process of sending and receiving messages with attached meanings

Sender Receiver

Sending message

Through

Feedback

Message is received, interpreted correctly, and ideally ACTED upon

Through a channel


Suatu proses yang sederhana…….

Mengapa kita gagal berkomunikasi?

Mengapa kita gagal berkomunikasi secara asertif?

Let’s try to communicate!


Sender Receiver

Sending message

Three

Tree

Three

Three

Why we fail to communicate? Identify!

Encodes: Intended Meaning

Decodes: Perceived Meaning

Feedback


Sender Receiver

Sending message

Why we fail to communicate? Identify!

Encodes: Intended Meaning

Decodes: Perceived Meaning

Sesudah makan siang

Sesudah pekerjaan yang sekarang selesai

Feedback


Sender Receiver

Sending message

Effective Communication in the Workplace

Receiver’s skills1. Ask questions:

5Ws + 1H2. Plan what to tell

and ask

Sender’s skills1. Listening skills2. Test Understanding3. Constant Feedback

Feedback

Management of NoisePhysical Distraction, Semantic Errors,

Cultural Difference, Absence of Feedback, Status Effects

and ask

Strategywww.valueconsulttraining.com (021 7919 8730)

Message Strategy

Communicator Strategy

Determine:• Objectives• Communication Styles• Credibility

Audience Strategy

Seek:• Who they are• What they know• What they feel• How to appeal to them



Determine:

• Objectives• Communication Styles• Credibility

What are your objectives?

General Objectives

Action Objectives

Communication Objectives

“Saya ingin mengusulkan rapat rutin mingguan. Setiap peserta “Saya ingin mengusulkan rapat rutin mingguan. Setiap peserta hendaknya melaporkan kegiatan minggu sebelumnya. Risalah rapat harus dibuat dan diarsipkan sebagai rekaman kegiatan”


Determine:• Objectives

• Communication Styles

• Credibility

What communication style do you choose?

Tell? or Sell? or Consult? or Join?

TellYou want your audience to LEARN, to understand. You

SellYou want your audience to DO SOMETHING


LEARN, to understand. You do not need your audience’s opinion

DO SOMETHING DIFFERENT. You need some audience involvement to do so.

ConsultYou need some GIVE-AND-TAKE with your audience. You want to learn from them yet control the interaction somewhat

JoinYou and your audience are WORKING TOGETHER to come up with the content


Which one which….

• Sebagai hasil sesi curah pendapat, kelompok kita akan menghasilkan solusi atas masalah ini.

• Sebagai hasil presentasi, atasan saya akan mengetahui pencapaian departemen saya bulan ini.

• Sebagai hasil sesi tanya-jawab ini, setiap orang akan menyuarakan dan mendapatkan jawaban atas perhatian menyuarakan dan mendapatkan jawaban atas perhatian mereka terhadap kebijakan baru ini.

• Sebagai hasil presentasi ini, komite akan menyetujui proposal anggaran yang diajukan.


Determine:• Objectives• Communication Styles

• CREDIBILITY

What is your credibility?

INITIAL CREDIBILITY refers to your audience’s perception of you before you even begin to communicate, before they ever read or hear


before you even begin to communicate, before they ever read or hear what you have to say

ACQUIRED CREDIBILITY, in contrast refers to your audience’s perception of you after the communication has taken place, after they have read or heard what you have to say.


Audience Strategy

Seek:• Who they are• What they know• What they feel• How to appeal to them

WHO ARE THEY?• Who should be included in your audience?

Primary? Secondary? Gatekeeper? Key Decision Maker?

• How can you analyze them? As individuals? As a group?

WHAT DO THEY KNOW?• How much background information do

they need?• How much new information do they HOW CAN YOU APPEAL TO THEM?• How much new information do they

need?• What are their expectation about

channels and form?

WHAT DO THEY FEEL?• How interested are they in your

message?• What is their probable bias: positive or

negative?• Is your desired action easy or hard for

them?

HOW CAN YOU APPEAL TO THEM?• Can you appeal to tangible benefits?• Can you appeal to task or career

benefits?• Can you appeal to their sense of self-

worth?• Can you appeal to group benefits?• Can you appeal to your personal

credibility?• Can you appeal to shared values?


Message Strategy

1. How can you emphasize?• Using the direct approach• Using the indirect approach

2. How can you organize?• Organizing ideas • Using idea charts

mostAUDIENCE MEMORY CURVE

irst

astmost

least

beginning end

ast

mage

olor

iss (keep it simple and short)


1. Never allow physical distraction: close the door, instruction not to disturb the meeting

2. Choose simple and direct

1. Physical Distraction

2. Semantic Errors 2. Choose simple and direct words

3. Be sensitive to cultural differences

4. Allow receiver to plan and compose feedback

5. Listen actively

2. Semantic Errors

3. Cultural Difference

4. Absence of Feedback

5. Status Effects


Practical assertive communication

Presentations & Public Speaking

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