TALKING Technique for Assertiveness

T A L K I N G

TALKING describes a 7 step process for handling problems in an assertive way. These are:

T – Tell the person what your issue/concern is, from your perception, and what impact it has e.g. on the performance of the individual, team, organisation. Where appropriate, relate to job expectations, duties and
responsibilities OR Policies, Systems and Procedures.

A – Ask the person what their perception of the situation is e.g. what do you think about that? Find out what is the root of the problem, (usually the poor attitude/behaviour is a symptom of the root problem).

L – Listen (actively) to what the person has to say, and reflect on where they are coming from, how they see the situation, what are the specific barriers?

K – Know exactly what the facts of the problem/issues are, from both points of view, before moving forward.

I – Identify the best way forward, exploring options and what positive impact this will have on the situation.

N – Note when you had the meeting, date, informal, formal, what was agreed.

G – Go forward with the best possible solution for the long-term solution and to build effective working relationships.

 
 
By Claire Murray