communications: assertiveness

a) reframing

A patient criticizes you for taking too long to fill his prescription. Taking a step back and thinking about why the patient may be reacting that way is an example of ______________. a) reframing b) providing feedback c) making requests d) being persistent

Barriers to Assertiveness

Aggression works in the short-term Passivity allows people to escape conflict Irrational beliefs that interfere: Fear of rejection or anger Over concern for the needs and rights of others Belief in unalterable personality trait Perfectionist standards

Fogging

Assertive skill in which a person responds to a criticism by making noncommittal statements that cannot be argued against

Being persistent

Assuring your rights and decisions are respected "Broken record"

assertiveness with employers/colleagues

Avoid "counterattacks" or apologizing excessively Evaluate feedback Know how to appropriately process criticism Getting useful feedback Agree with criticism Disagree with criticism Fogging Delaying a response

characteristics of passive behavior

Avoid conflict at all cost "Hide" from people to avoid conversation Anxiety in relationships "Victims" being manipulated Worry about how others respond to them and have high need for approval

assertiveness with employees

Dealing with situations as they arise Provide feedback (both positive and negative) often

problems with aggressive behavior

Failure to build trusting relationships Negative long-term consequences

Giving Feedback

Focus on person's behavior rather than personality Descriptive rather than evaluative feedback Focus on your reactions rather than other person's intentions Use "I" statements Specific rather than general Focus on problem solving Provided in private Don't assign blame or assume bad intentions

ignoring provocations

Ignore critical comments from others and focus on solving the problem Prevent escalation of the conflict

reframing

Looking at a situation from a different frame of reference Separate intention from behavior "What else could this behavior mean?"

Making requests in a direct manner: supervisory: clearly communicate expectation equals: expect

Making requests in a direct manner If in a supervisory role: ? If in an equal relationship: ?

problems with passive behavior

Place the needs or wants of other people above their own Feel secretly angry or resentful towards others Damages self-esteem Lack of communication with others

setting limits

Taking responsibility for the decisions you make regarding personal resources When presented with a request, perform an appropriate evaluation Saying "no" may be difficult, but it is your right in many cases definitively say "yes" or "no" you don't have to justify

b) assertive

The following statement is an example of _________________ behavior. "Dr. Rose, this is Max Jones, the pharmacist at ABC Pharmacy. I'm calling about a problem Mr. London is having with his prescription for simvastatin." a) passive b) assertive c) aggressive

a) passive

The following statement is an example of _________________ behavior. "Well, I'd really like to. I don't know. I guess I could if it doesn't take too much time." a) passive b) assertive c) aggressive

c) aggressive

The following statement is an example of _________________ behavior. "You always fly off the handle when it gets busy here." a) passive b) assertive c) aggressive

c) broken record

Your boss calls you to pick up an open shift at the pharmacy, but you need to study for midterm exams. When you say no, she continues to pressure you to pick up the shift. You continue to respond to her by politely and calmly telling her you will be unable to pick up the shift. Which assertiveness technique was used in this situation? a) Reframing b) Ignoring provocations c) Broken record d) Providing feedback

passive request

example of a ? request: "Um, would it maybe possible for you to come in on Saturday?"

active request

example of an ? request: "Could you come in on Saturday?"