practical assertive communication

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  1. 1. Training & People Development Consultant PRACTICAL ASSERTIVE COMMUNICATION www.valueconsulttraining.com (021 7919 8730)
  2. 2. 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 www.valueconsulttraining.com (021 7919 8730)
  3. 3. Day 1 - Morning Memahami ketrampilan mengirim dan menerima pesan Ketrampilan berkomunikasi yang komunikatif Day 1 Afternoon Manfaat ketrampilan komunikasi asertif Melatih penggunaan teknik komunikasi asertif Start: 09.00 am; Finish: 17.00 pm 15 Break: 10.00 am & 15.00 pm Lunch: 12.00-13.00 pm komunikasi asertif Day 2 Morning Menyampaikan bahasa verbal dan non verbal Ketrampilan menyimak Day 2 Afternoon Komunikasi efektif dengan Atasan Memberi instruksi dan umpan balik www.valueconsulttraining.com (021 7919 8730)
  4. 4. 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 www.valueconsulttraining.com (021 7919 8730)
  5. 5. 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 www.valueconsulttraining.com (021 7919 8730)
  6. 6. Suatu proses yang sederhana. Mengapa kita gagal berkomunikasi? Mengapa kita gagal berkomunikasi secara asertif? Lets try to communicate! www.valueconsulttraining.com (021 7919 8730)
  7. 7. Sender Receiver Sending message Three Tree Three Three Why we fail to communicate? Identify! Encodes: Intended Meaning Decodes: Perceived Meaning Feedback www.valueconsulttraining.com (021 7919 8730)
  8. 8. 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 www.valueconsulttraining.com (021 7919 8730)
  9. 9. Sender Receiver Sending message Effective Communication in the Workplace Receivers skills 1. Ask questions: 5Ws + 1H 2. Plan what to tell and ask Senders skills 1. Listening skills 2. Test Understanding 3. Constant Feedback Feedback Management of Noise Physical Distraction, Semantic Errors, Cultural Difference, Absence of Feedback, Status Effects and ask Strategy www.valueconsulttraining.com (021 7919 8730)
  10. 10. 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 www.valueconsulttraining.com (021 7919 8730)
  11. 11. Communicator Strategy Determine: Objectives Communication Styles Credibility What are your objectives? General Objectives Action Objectives Communication Objectives Saya ingin mengusulkan rapat rutin mingguan. Setiap pesertaSaya ingin mengusulkan rapat rutin mingguan. Setiap peserta hendaknya melaporkan kegiatan minggu sebelumnya. Risalah rapat harus dibuat dan diarsipkan sebagai rekaman kegiatan www.valueconsulttraining.com (021 7919 8730)
  12. 12. Determine: Objectives Communication Styles Credibility What communication style do you choose? Tell? or Sell? or Consult? or Join? Tell You want your audience to LEARN, to understand. You Sell You want your audience to DO SOMETHING Communicator Strategy LEARN, to understand. You do not need your audiences opinion DO SOMETHING DIFFERENT. You need some audience involvement to do so. Consult You need some GIVE-AND- TAKE with your audience. You want to learn from them yet control the interaction somewhat Join You and your audience are WORKING TOGETHER to come up with the content www.valueconsulttraining.com (021 7919 8730)
  13. 13. 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 perhatianmenyuarakan dan mendapatkan jawaban atas perhatian mereka terhadap kebijakan baru ini. Sebagai hasil presentasi ini, komite akan menyetujui proposal anggaran yang diajukan. www.valueconsulttraining.com (021 7919 8730)
  14. 14. Determine: Objectives Communication Styles CREDIBILITY What is your credibility? INITIAL CREDIBILITY refers to your audiences perception of you before you even begin to communicate, before they ever read or hear Communicator Strategy before you even begin to communicate, before they ever read or hear what you have to say ACQUIRED CREDIBILITY, in contrast refers to your audiences perception of you after the communication has taken place, after they have read or heard what you have to say. www.valueconsulttraining.com (021 7919 8730)
  15. 15. 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? www.valueconsulttraining.com (021 7919 8730)
  16. 16. 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 most AUDIENCE MEMORY CURVE irst astmost least beginning end ast mage olor iss (keep it simple and short) www.valueconsulttraining.com (021 7919 8730)
  17. 17. 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 www.valueconsulttraining.com (021 7919 8730)