When assertive communication is needed! | Blog

There are times in business when assertive communication is needed. A team members takes insufficient care, causing rework and lost productivity. A customer requests continually changes, impacting your ability to properly service other clients. A supplier is tardy with deliveries of critical supplies. The list goes on?

Sometimes when a problem arises, we can be slow to react, unsure how to get our message across without damaging the relationship. We ignore it in the hope it will not be repeated ? which?invariably means it will!

At this point, out of frustration we react ? maybe in a manner we later regret, or alternatively, we leave the conversation unsure if we have clearly communicated our position. Does this sound familiar?

A powerful process I have used for many years in situations where assertive communication is required is to:

• First critically, decide the outcome?I want to achieve as a result of the discussion.
• Then use a tool called the DESC Script to clearly communicate the message I wish to convey.

Assertive Communication ? Decide the outcome you want to achieve.

In any situation where assertive communication is required, it is important to first take a step back and ask ? ?What is the outcome I wish to achieve as a result of this discussion??

This is a crucial step as it should shape the tone of what follows and through this, preserve relationships that would otherwise be damaged.

Assertive Communication ? the D.E.S.C Script.

The D.E.S.C Script means -Describe, Explain, Specify, Consequences

It was originally developed by Sharon and Gordon Bower and is a deceptively simple, but very powerful tool, which can be used when you really need to get your message across.

Describe the Problem

Here you need to be as specific as possible. It is important to focus on the problem, not the person!

Explain ? the impact

Outline the impact the problem or behaviour is having on the business or other team members. Again be specific as possible.

Specify ? the change you want to see

Be specific about what you want to occur ? the behaviour change that is needed.

Consequences ? outline the consequences

Outline the consequences both in a positive context, if the desired change is made and negative consequences, should the behaviour continue. Again be specific.

Preparation is the key to successful communication

When you first start to use this process it pays to write out each step in full. That is:

• The outcome you wish to achieve. This will help clarify your thinking.
• Then each step of the DESC script.

Apart from helping you to refine the message you wish to convey, another benefit of writing it out in full, is that it gives you a detailed record of the conversation ? can be a very handy reference should there be a repetition!

Some tips:

• Keep the focus on the behaviour. Don?t attack the person.
• It can be helpful at the start and end of the discussion to focus on some positive aspects of the person or relationship. ?John you are a fantastic client and we really enjoy working with your business??.?
• It pays to rehearse when you first start to use the process, so that it naturally flows.
• It is not restricted to verbal communication, it can be adapted to written communication and a wide range of circumstances. (E.g. slow payers!)

Summary

The DESC Script when coupled with a clear outcome is a very powerful tool that can be used in a wide range of circumstances to change behaviour, address problems and improve relationships.

it is important to understand that communicating assertively does not mean placing relationships at risk. The reality is, that by clearly communicating what you are seeking can often results in improved relationships!

At a personal level, you will also feel a whole lot better about having raised, and dealt with the issue.

I have used a focus on outcomes coupled with the DESC Script for many years and love its simplicity and practical application!

Give it a try and let us know how you go.

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Source: http://www.clientedge.com.au/blog/?p=959

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