Question

Read the following situation and prepare an assertive confrontation message and tell us what points you will use in your message. Why did you choose these points for your message?

Manuel has become a broken record. For weeks, he has come into your office to complain about something. Often, his complaints have to do with the way his co-workers are performing. Sometimes, he complains about a specific co-worker and subtly implies how superior his performance is to the co-worker. He then suggests how underpaid he is. Occasionally, he has even threatened to quit and find a better position elsewhere. Manuel is a good performer, but on average no better or worse than his co-workers. You would like to pay everyone more, but budget and market considerations don't allow it. Also, you do not feel additional pay is warranted for Manuel in comparison to his co-workers. Also, you want the complaining to stop. ....Answer all questions please.

Answer 1

Assertiveness demands a balance. In assertive communications, a person is required to voice ones need, wants and rights, and also recognize the rights of the other person fairly and with empathy. The supervisor in the above case is required to behave assertively with the complaining worker Manuel. The following are the assertive messages that can be communicated to the Manuel when he approaches with complain next time.

• State the work requirement clearly i.e. organization need to achieve its goals and all employees are required to contribute their skills and effort. ( this message is intended to direct the attention of the worker towards the employment contract, which is the basis of the employer employee relationship)
• Appreciate Manuel for his work performance. Communicate to the worker that his performance is good. (Appreciation is intended to assure the employee that he is performing good and the organization is happy about his performance)
• Convey to the worker that his concerns are understood by the supervisor, and he need not feel anxious about the concerns and also not repeat the complaint every day. (The purpose of this message is to assure the worker that his complains and concerns are listened, and repetition of complains cannot help to resolve the issues))
• Communicate to the worker to focus his work and need not compare his work with others. (This message is to help the worker focus on his job and to disregard others work. Comparisons at workplace are sometimes counterproductive)
• Disclose to the worker the current business situation and the available budgets for compensation and assure the worker that the company will raise their pay once the business position improves. (This is to indicate to the worker that the company s aware of the concerns of the workers and willing to raise the pay. In order to overcome the current market conditions, the company has delayed the pay rise. )
• Appreciate the contributions of the worker again and appeal to the worker that his work is valuable to the company (This attempt is to appreciate the worker, to show that he is part of the organization, and to motivate the employee to perform better)