1. Nursing Assistant Monthly Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication What it means to be assertive November 2008

2. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 2 Why learn to communicate assertively? You will be able to:  Stand up for your rights without stepping on the rights of others  Express yourself clearly and without apology  Accept compliments gracefully  Disagree respectfully  Resolve conflicts

3. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 3 Communicating assertively requires  Good self-esteem –Respect for self  Respect for others –Honoring others’ points of view  Empathy The ability to see through the eyes of others (“to put yourself in someone else’s shoes”)

4. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 4 Assertive communication  Is not aggressive or mean spirited.  Aims to leave people on both sides feeling good about themselves.  Is effective!

5. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 5 Assertiveness in conflict  Start by recognizing the others’ point of view –“I realize we are all very busy this shift.”  Avoid using words like “always” or “never” –“You never offer to help!”  Discuss the situation directly with the person involved –Avoid gossip  Face conflicts early, before small issues become big problems (continues)

6. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 6 Assertiveness in conflict (continued)  Everyone (including you) deserves to be treated with respect, even if you do not agree –It’s OK to disagree!  Ongoing on-the-job conflicts may require help from a supervisor

7. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 7 Body language sends a message  Frowning, arms crossed, avoiding eye contact –May block communication  Relaxed facial expression, head tilt, arms by side –Demonstrates openness to communication This is a general guideline – there are some cultural differences.

8. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 8 Less effective communication styles  Aggressive –Hostile, angry –One person “wins” the other “loses”  Passive aggressive –Difficult to know where you stand –This person may be agreeable to your face, then go on to stir up trouble, fail to keep promises Both of these styles show a lack of self-esteem and respect for others.

9. Copyright © 2008 Delmar, Cengage Learning. All rights reserved. Effective communication November 2008 9 Listening: the other half of communication  Communication is a two-way process.  Put some effort into really listening to the other person’s needs and point of view.  Show you are interested and paying attention.  Be clear about your own needs, and try to find common ground.