ASSERTIVE LANGUAGE
As part of your job responsibilities, you are asked to go into provider’s homes to inspect, determine compliance, and assess the services provided. When you find that a provider is not meeting a contractual obligation, it is your responsibility to assert your authority to make sure the provider corrects the problem and meets the standards of compliance.
When you need to be assertive, what you say and how you say it determines how well your message will be received.
DIFFERENCE BETWEEN ASSERTIVE BEHAVIOR AND AGGRESSIVE BEHAVIOR
ASSERTIVE BEHAVIOR
• Promotes positive relationships
• Takes the feelings of others into consideration
• Promotes negotiation
• Promotes problem solving
• Is direct and respectful
• Is a win/win approach
• Is goal oriented
• Promotes trust
AGGRESSIVE BEHAVIOR
• Promotes anger
• Promotes negative consequences
• Promotes feelings of humiliation and resentment
• Is controlling
BE GOAL ORIENTED
You need to make sure that your message focuses on goals and not on what you perceive to be the provider’s faults. Don’t think of ‘assertive’ behavior in the terms of winning or losing. Instead, look for ways to negotiate a solution to a problem or situation. Try establishing some common goals and work with the provider to accomplish those goals. It’s helpful to keep in mind that although you may be in a position to enforce regulations both you and the provider work more efficiently when you are working cooperatively.
ASSERTIVE LANGUAGE
Don’t start a discussion with words like “you never” or “you always”.
These terms are likely to cause a defensive response.
What you say and how you say something can have positive or negative results. There are certain words that promote arguments and debates.
For Example: “never” and “always”. These words are generalizations and are triggers for debate. ˆYou NEVER have your paperwork done on time”. This puts the provider on the defensive and is open for debate, “That’s not true. I had my paperwork done on time in June”. You are now taking the focus away for your goal and provider is on the defensive.
Using words like "we", "our", and "us" convey a message that working together is in both your interests.
One of your goals should be to promote a feeling of cooperation and teamwork. When you use the words “we” “our’ and “us”, you are conveying the message that the objective is mutual and that achieving it is in the best interest of both parties.
Another strategy is to not use pronouns at all. Instead put the focus on the action that needs to be taken.
For example: “The attendance forms must be submitted by the fifth of each month to receive your reimbursement check on time.”
It always helps to pay attention to the tone of your voice. Make sure that you do not sound angry, too loud, patronizing, or too soft. Often when people are nervous, they speak too fast. Be careful not to raise your voice at the end of a statement. This makes you sound as if you are uncertain and are asking a question instead of making a statement.
Using assertive language will help you get your point across, and meet your goal.