Being assertive

IndiaMART Intermesh Ltd

Product Meet’June 2014Product Meet’June 2014

By: Ankur AroraManager- Mobile App Distribution

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Business Delivery team is a core function of the organization which serves as fulcrum for customer, field representative, backend support team for IndiaMART management

BD KRAs/KPIsCatalog RenewalBL Renewal Service Call- 60d No CallCustomer Voice

Introduction

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a) Let it be as Ankur Arora is new in the meet, lets see what he present. Anyways, a totally new information would be of help

b) Why to let him go ahead with this topic as this audience is not made for this, you cannot allow this as this will just lead to manhour wastage of the Product Managers

c) Indicate him that what he is going to present, cannot be completely of use for this audience, so request him to present only the stuff that is helpful to this audience and complete the session asap

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Audience Reactions


Now lets take this forward and discuss some other situations..

Think carefully and say which statement describes you best currently, i.e. the one that is MOST like you

If you feel that none of the choices describe you well, select the one that is closest to how you are

Lets be TRUE to ourselves!!

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Score Youreslf:


You are a customer waiting in line to be served. Suddenly, someone steps in line ahead of you. You would:

a)Let the person be ahead of you since he/she is already in lineb)Indicate to the person that you are in line and point out where it beginsc)Pull the person out of line and make him/her go to the back

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Situation 2


You ask a Fuel station attendant for Rs 500 worth of fuel. However, he fills up your tank by mistake and asks for

Rs 800. You would:

a) Demand to see the manager and protest being ripped offb) Pay Rs 800 since the fuel is already in your tank and you will eventually

need it anywayc) Indicate you only requested 500 Rs of Fuel and give him only Rs 500

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Situation 3


You haven't taken a vacation for a while, and have one planned for next week. Your company gets a new project and they need you. It's time

sensitive and, of course, they want your help during the two weeks you'll be on vacation. You:

a)Tell them they need to get by without your help for the next two weeks. You're entitled to a break, and this is really not your problemb)Postpone your vacation until the project is over. You've waited this long, and it's not worth the company suffering so you can be gone at a specific timec)Go on your vacation as scheduled, but tell them they can call you a few times while you're gone if they need your input or help. Then 'forget' to answer your cell phoned)Go on your vacation as scheduled, but tell them they can call you a few times while you're gone if they need your input or help. Then answer their calls once every day or two

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Situation 4


You discussed some personal information with a trusted friend/partner in the department. Now several other officers have approached you with their

solutions to an exaggerated version of your problem

a)Discuss the breach of trust with your friend, related to the situation this has put you in with your peers. Firmly request that he/she refrain from talking about your personal life in the futureb)Avoid your friend as much as possible. Tell him/her that the problem has worked itself out and thank him for his concern and supportc)Let him/her know that the behavior was beyond despicable, and that not only are you done with this relationship, you will be taking this to authorities

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Situation 5


You are in a group discussion at work that includes your boss. A co-worker asks you a question about your work, but you

don't know the answer. You would:

a) Give your co-worker a false, but plausible answer so your boss will think you are on top of things

b) Do not answer, but attack your co-worker by asking a question you know he/she could not answer

c) Indicate to your co-worker you are unsure just now, but offer to give him/her the information later

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Situation 6:


When you are entering a car park and are about to reverse into a parking space another driver nips in and pinches the space.

Do you:

a) Give the other driver a piece of your mind for his/her rudeness and let him learn a lesson so he does not repeat the same in future

b) Tell the other driver how annoyed you are and ask him/her to move

c) Ignore it and find another space

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Situation 7


A good friend has just gone through an emotionally wrenching breakup and needs some emotional support. You are

exhausted from the day's work. The phone rings and caller I.D. announces that it's him. You:

a) Pick up and tell him that you're tired, so you can only talk for about 10 minutes tonight, but want to hear how he's feeling

b) Pick up and talk to him until he feels better, even if it takes hours. He'd do it for you

c) Don't pick up. You're tired and don't really want to talk, but you'll call her when you have more energy

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Situation 8


When you're in an argument, you tend to be most concerned with

a) Understanding the other person's point of view. Sometimes if their point of view seems reasonable, you may just drop the whole thing, even if you're not completely happy

b) Just ending the argument quickly, even if that means telling the other person what they want to hear, and even if you don't mean it

c) Mutual understanding. You assume that in most cases, you both have a reasonable point of view, so the trick is just finding a way for each of you to get what you want at the same time

d) Being sure you're understood. Your point of view makes a lot of sense, and you need it to be heard. If the other person wants you to listen, they must show you respect by listening to you first

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Situation 9:


Check out the largest digit in your 3 digits score (xyz),

Which is largest:

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Scores/Behaviour


https://www.youtube.com/watch?v=o6LcPfnwGec

https://www.youtube.com/watch?v=15a9KAZgijg

https://www.youtube.com/watch?v=qQIslgbuyeU

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Types of Behaviour:

https://www.youtube.com/watch?v=o6LcPfnwGec

IndiaMART Intermesh Ltd 15

Passive vs Agressive vs Assertive


What is Assertiveness

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Please write a 1 sentence definition of Assertiveness

An Honest, direct, and appropriate expression of one’s feelings, thoughts &

beliefs, while still being respectful of others.

An Honest, direct, and appropriate expression of one’s feelings, thoughts &

beliefs, while still being respectful of others.


Why be Assertive:

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Ref: http://coachingpositiveperformance.com/assertive-4-major-benefits-be-assertive-behaviour/


5 Tips:

1. Start small- You wouldn’t try to scale a mountain before reading a manual

2. Learn to say no- People worry that saying no is selfish. It’s not.

3. Let go of guilt- remember that being assertive is vital to your well-being.

4. Express your needs and feelings- Don’t assume that someone will automatically know what you need.

5. Check out resources on assertiveness

https://www.youtube.com/watch?v=Gs_OhBjgPIE

Ref: http://psychcentral.com/lib/5-tips-to-increase-your-assertiveness/00010836/218

How to be Assertive:

IndiaMART Intermesh Ltd 19

Thank You…

Self Improvement

Being assertive