Process - Physician - Fraser Health Authority

Assertive Behaviour 101The following are a number of behaviors that are part of being assertive:• Eye ContactAn effective way of engaging the person you are talking to and conveying sincerity is bymaking culturally appropriate eye contact.• Body Posture97% of what we communicate is through body language. Your message will be moreeffective if you face the person, stand or sit appropriately close to him, lean towardshim, and hold your head erect while maintaining a relaxed body posture.• GesturesA message accented with appropriate gestures takes on added emphasis, while overlydramatic gesturing can be a distraction.• VoiceA whispered monotone seldom convinces another person that you mean business,while shouting arouses defenses that get in the way of communicating. A level, wellmodulatedconversational tone is convincing without being intimidating.• Facial expressionsEffective assertions require an expression that matches the message. Smiling orlaughing while expressing anger is confusing to the recipient and doesn’t get yourmessage across.• TimingSpontaneous assertive expression will generally be your goal, however sometimes youmay need to take “time out” until you have your emotions in check.• ContentIt is more useful to express yourself honestly and spontaneously then it is to endlesslyworry about whether or not you are going to say the perfect words, in the perfect order.It’s important to express yourself assertively, not aggressively, using “I statements” andfocusing on specific behaviors rather then labeling the person.Patient Empowerment Anxiety Manual VIHA.March.2010 107