Process - Physician - Fraser Health Authority

D.E.S.C. ScriptAssertiveness doesn’t guarantee that we will get all we want, all of the time. The followingtechnique gives us a way of making sure we say what we mean and improves the chance ofbeing understood and avoiding a defensive reaction.Describe• State what happened, just the facts• Be objectiveExpress• State calmly how you feel• Use “I” statementsSpecify• State the specific behaviour you want changed• Choose only one thing at a timeConsequences• State appreciation for changed behaviour• Set limits if outcome is unsatisfactory.Patient Empowerment Anxiety Manual VIHA.March.2010 108