DAY 2

As Claudia stepped into the office for her second day, her eyes caught Julie, the senior Sales Manager, back from her vacation. Memories of Julie's supportive presence during the interview flooded Claudia's mind. She remembered Julie's adept questions, tailored and relevant, leaving an impression of professionalism. Claudia secretly hoped that Julie's personality outside of work was just as pleasant as her professional attitude.
  • Hey Julie, welcome back! How was your holiday?
  • (smiling) Hi Claudia! That's me who should welcome you to the team. Thanks for asking! It was wonderful. How are you settling in?
  • Getting there, slowly but surely. Chris mentioned he'd put you in charge of onboarding me?
  • That's right. Chris tasked me with making sure you're up to speed. So, what did you get up to yesterday?
  • Well, I read up on some company materials and got a feel for things. I heard there's an internal mandatory online course I have to complete this week about contracts with suppliers.
  • Yes, exactly. Since it deals with legal matters, it's important to be thorough. But don't worry about it for now. Let me walk you through our internal systems and fill you in on our current campaigns first.
  • Thanks, that sounds great. I must admit though... I'm a bit concerned about working with Chris.
  • Ah, Chris. I know what you mean. He's a bit of a special case, isn't he? But regardless of his position, there are certain behaviors we need to demonstrate. Interestingly, he doesn't exhibit this behavior in group settings, only in one-on-one situations. The higher management has had a word with him about it, but it's something we need to be aware of. We can't let his temper affect our professionalism or our morale. And remember, we need to be proactive in addressing the situation if it escalates. So I would kindly ask you to adhere to certain guidelines when dealing with Chris or anyone displaying aggressive behavior. It's important for both your well-being and to maintain a safe working environment for everyone.
  • Remain Calm
    Keep your emotions in check and avoid escalating the situation.
  • Set Boundaries
    Clearly communicate your limits and stand firm in enforcing them.
  • Document Incidents
    Keep a record of any aggressive behavior for future reference.
  • Seek Support
    Don't hesitate to reach out to me or HR for guidance and support.
  • Practice Self-Care
    Take care of yourself and prioritize your well-being in challenging situations.
  • Now, I know these tips may sound straightforward, but they can be tricky to implement, especially in the heat of the moment when emotions are involved. But, I have every confidence in your ability to handle yourself with grace and professionalism. You made a great impression during the interview, Claudia. Your personal traits make you an outstanding sales specialist.
  • Thank you, Julie. That means a lot coming from you. Shall we start with the latest promotion? I heard it was a big success.
  • Yes, of course. Let's dive into it.
Julie and Claudia continued their work with the CRM system, going through sales scripts. However, they encountered a setback when the system suddenly stopped responding. Despite their efforts to restart it, Julie determined that they needed technical support. She promptly messaged Adam, requesting his immediate assistance.
  • Thanks for being so prompt, Adam. We're really in a bind here.
  • Oh, of course. It's not like I'm swamped with other work or anything.
  • We appreciate your help, Adam. It seems like the system is acting up again, and we need your expertise to sort it out.
  • (sarcastically) Well, isn't this a surprise? Another day, another tech issue.
  • (firmly) Listen, Adam. I know it's frustrating when these issues arise frequently. But your comments are not helping us fix it. Let's focus on resolving it together, shall we? Your assistance is invaluable.
Adam didn't respond, wearing a sour expression that betrayed his defeat. After a few minutes of troubleshooting, the system miraculously resumed its function, and he left without another word. Claudia couldn't help but admire how Julie maintained her composure, refusing to be rattled by his abrasive attitude.
  • Julie, I have to say, I'm really impressed by how you handled Adam just now. You didn't let his attitude get to you at all.
  • Thanks, Claudia. It's taken some time to get to this point. There were days when his comments would really get under my skin. But I've learned to tune him out. He's the only one we've got for IT support, so it's better to be prepared to deal with him. Actually, I have some tips that might help you deal with him in the future. They've certainly come in handy for me.
  • Don't Take It Personally
    Remember that passive-aggressive behavior often stems from the other person's insecurities or frustrations, and may not be a reflection of you personally.
  • Stay Calm
    Passive-aggressive behavior can be frustrating, but it's important to remain calm and composed when dealing with it. Getting angry or confrontational will only escalate the situation.
  • Address the Behavior
    Instead of ignoring passive-aggressive comments or behavior, address them directly but calmly. Let the person know that you've noticed their behavior and that it's not acceptable to you.
  • Set Boundaries
    Make it clear what behavior you will and will not tolerate. Be firm but polite in asserting your boundaries.
  • Communicate Clearly
    Clearly communicate your needs and expectations to the person, and encourage them to do the same.
  • Focus on Solutions
    Instead of getting caught up in the passive-aggressive behavior itself, focus on finding solutions to the underlying issues or conflicts. Keep the conversation focused on problem-solving rather than blame.
To provide Claudia with a deeper understanding of the latest results, Julie tasked her with analyzing the sales chart for the last quarter. Afterward, she headed off to talk to Chris and discuss the meeting outcomes with the marketing department.

As Claudia approaches the chart, she decides it would be wise to make a copy for future reference. While at the copy machine, she inadvertently overhears a conversation between Chris and Julie.


  • (angrily) Julie, I can't believe you haven't caught up with the latest updates from the marketing team yet. While you were on vacation, the marketing team generated new leads that haven't been contacted. You should have prioritized this task as soon as possible!
  • (firmly) Chris, I understand your concern, but I don't respond well to that volume. There are other sales managers who could have handled this in my absence. I don't find your tone constructive.
  • (aggressively) Constructive? Julie, this is urgent! We can't afford to miss out on these leads. It's your responsibility to stay on top of these things.
  • If it was truly urgent, the marketing team would have informed me personally by email. And as far as I know, no MFU was sent. I can't prioritize tasks without proper communication.
  • (defensively) That's not the point, Julie. You should have proactively checked for updates instead of waiting to be informed.
  • (calmly) I understand your perspective, Chris. Let's not dwell on what could have been done differently. Instead, let's focus on moving forward. I suggest we have a short sales team meeting to outline the action plan for addressing these new leads.
  • (reluctantly) Fine, but this needs to be addressed promptly.
  • Agreed. I'll schedule the meeting for later today.
Claudia, not wanting to appear as if she was eavesdropping, quickly returns to her desk as Julie approaches. Despite the tense conversation with Chris, Julie's expression remains composed and her demeanor steady as she returns, seamlessly shifting her focus back to their work without displaying any hint of the negativity that had just transpired.
  • Oh, it's almost 1pm! How about we take a lunch break and pick up where we left off afterward? We still have a lot to tackle. Plus, we'll need to have a brief team meeting to plan our actions on the new leads.
  • Yeah, that sounds great.
  • I need to step out for a bit to return some purchase. I'll grab some food on the way back. Do you need anything?
  • No, I'm good, thank you. I brought lunch from home.
  • All right, then! See you in a while. Enjoy you meal!
During her lunch break, Claudia can't wait to share with Simon her impressions of Julie's amazing communication skills, so she gives him a call.
  • Hey dear, how's Day Two treating you?
  • Oh, you wouldn't believe it! I had this enlightening encounter with Julie, our Senior Sales Manager. She handled Adam and Chris like a pro. Their toxic and aggressive comments just bounced right off her. She was firm but also genuinely respectful. It was impressive to watch.
  • Sounds like Julie's got some serious assertiveness going on.
  • Assertiveness? I've heard the term before, but I never quite got what it meant.
  • Well, think of it like this: assertiveness is finding that perfect balance between standing up for yourself and respecting others. It's like setting boundaries without being aggressive.
  • Ah, I see. So Julie was assertive because she didn't let their negativity get to her, but she also didn't stoop to their level.
  • Exactly! She's setting the bar pretty high for professional behavior. It's awesome to have someone like that on your team.
  • Definitely. I'm lucky to be learning from her. Thanks for explaining, Simon.
  • Anytime, hun. Now, tell me more about your day. I'm all ears!
After lunch, Claudia returns to her desk to find Julie waiting. Julie takes the chance to walk Claudia through the process of sending signed contracts to an external agency. Together, they head to Nicole's desk to seek her assistance.
  • Hey, Nicole, could you help me out with sending the contract to the agency like you usually do?
  • Um, well, there have been some changes lately. Now all the employees should handle their own contracts themselves. But I guess I can still help you this time.
  • Oh, I see. Sorry about that. If it's a new rule, we all need to stick to it. Otherwise, you might end up getting overloaded with tasks, and people might take advantage of you.
  • Yeah, you're probably right. I did send out an email with the updates, though.
  • Emails can sometimes get lost in the shuffle. How about making a post on our corporate feed? That way, you can ask everyone to react to it, and we'll know who's acknowledged the new rule.
  • That sounds like a good idea. I'll do that right away. Thanks, Julie.
Claudia and Julie took charge of handling the contract themselves, swiftly moving on to tackle the rest of their tasks. Later, they joined the meeting Julie had scheduled with the entire team to devise action plans for the new leads.
By the end of the day, Claudia found herself exhausted from the abundance of information she had absorbed. However, even in her fatigue, her mind kept circling back to the topic of assertiveness. On her way home, she couldn't help but reflect on people from her life—ex-colleagues, family, and friends—pondering who among them had exhibited assertive behavior. Some of them seemed to have a very strong personality.
Claudia remembered certain phrases she had heard throughout her life. Your task is to analyze three of these phrases and help Claudia determine who among the people associated with them demonstrated assertive behavior. Begin by making your own guesses, and then uncover the hidden explanations to compare your interpretations.
To validate her observations, Claudia began browsing online and stumbled upon an article that provided a detailed explanation of the concept of assertiveness.
Do you often feel as though you fail to get your opinions heard, or that people readily dismiss or undermine your views? Maybe you have a habit of handling situations aggressively, or lack the confidence to speak up.

You might have felt unable to do anything about it at the time, but by learning how to be more assertive, you can stand up for yourself, and become a strong and confident communicator.

In this article, we'll look at why assertiveness is important, and explore some strategies that you can use to become more assertive to further both your confidence and influencing skills.
Read the article too to deepen your understanding of assertiveness and its application in various situations.
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Quiz
Assertive Strategies
As you could see, the article is substantial, packed with insights and techniques worth remembering. Test your understanding by tackling the quiz questions below to solidify the information.
Answer 4 questions
What is assertiveness based on?
Assertiveness is not about winning or dominating others. It's about expressing your needs, wants, and feelings in a respectful and confident manner while also considering the needs and rights of others. Assertive communication aims for a win-win outcome rather than a win-lose situation.
While assertiveness does promote harmony and healthy relationships, it's not solely based on maintaining harmony. Assertiveness involves finding a balance between your needs and the needs of others rather than prioritizing harmony above all else.
Assertiveness is based on finding a balance between expressing your own needs, wants, and feelings while also considering the needs and rights of others. It involves communicating confidently and respectfully, aiming for a win-win outcome in interactions.
While assertiveness can help manage and resolve conflicts constructively, it is not solely focused on conflict. Assertiveness is a communication style that can be applied in various situations, both in times of conflict and in everyday interactions.
Assertiveness is not about controlling others or situations. Instead, it involves controlling your own behavior, emotions, and responses in a way that allows you to communicate effectively and assert your rights without being aggressive or passive.
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Select two statements below that do NOT represent effective advice on assertiveness.
To be more assertive, you need to gain a good understanding of yourself, as well as a strong belief in your inherent value and your value to your organization and team.
Tell your boss or your colleague exactly what it is that you need from them to help you to achieve your goals in a clear and confident way.
Right! Don't make the mistake of accepting responsibility for how people react to your assertiveness. If they, for example, act angry or resentful toward you, try to avoid reacting to them in the same way.
It's important to say what's on your mind, even when you have a difficult or negative issue to deal with. But you must do it constructively and sensitively.
Accept both positive and negative feedback graciously, humbly, and positively. If you don't agree with criticism that you receive, then you need to be prepared to say so, but without getting defensive or angry.
Saying "no" is hard to do, especially when you're not used to doing it, but it's vital if you want to become more assertive. You can't possibly do everything or please everyone, so it's important that you protect your time and your workload by saying "no" when necessary.
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What are the right strategies to escalate the matter if you are not able to assert yourself?
Escalating the matter involves becoming firmer in your communication while still maintaining politeness and respect. Communicating the consequences of not meeting your needs can help reinforce the seriousness of the situation.
Threatening disciplinary action is not an appropriate or effective strategy for escalating the matter. Assertiveness involves clear communication and setting boundaries, not making threats.
This may be seen as skipping steps and could create unnecessary conflict. It's important to first attempt to resolve the issue through direct communication and escalation within the team or organization.
Regardless of the consequences that you communicate to the person in question, you may still not get what you want in the end. If this is the case, you may need to take further action by setting up a formal meeting to talk about the problem.
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Which of the following examples demonstrates the most assertive communication?
This example uses the less decisive verb "might," indicating hesitation and uncertainty about the speaker's willingness to take action.
This example uses the verb "will" to express a clear intention and commitment to action, demonstrating assertiveness and decisiveness.
This example uses the phrase "have to" instead of "choose to," implying a sense of obligation or coercion rather than personal agency and autonomy. Assertive communication involves expressing one's choices and preferences clearly and confidently, which is better achieved by using language that reflects personal decision-making.
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Looks like you could use a bit more assertiveness in your responses, but don't worry, there's always room to learn and grow!
Restart
You're making progress, but there's still room to strengthen your assertiveness skills. Keep practicing and you'll get there!
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Well done! You're demonstrating a good understanding of assertiveness principles. Keep up the great work!
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Congratulations! You have a strong grasp of assertiveness strategies. Keep applying these principles in your interactions for continued success!
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After returning home, Claudia and Simon join forces in the kitchen, exchanging stories about their respective days.
  • Hey Simon, can I ask you something? Do you think I'm assertive enough?
  • Assertive? Why, what's on your mind?
  • Well, I've been reflecting on it, especially after observing Julie at work. She handles things so confidently.
  • I see. Well, you know you're already assertive when it comes to making weekend plans. Remember last time?
  • (chuckles) Fair point. Anyway, I found this questionnaire online. It's supposed to help you gauge how assertive you are. I thought I'd give it a try.
  • Sounds interesting. Let's see if we can assert you through a quiz.
Reflect on the same questions and tally how many times you answered YES.
Claudia scored 9/14 – how about you?


As Claudia winds down for the night, she scrolls through her social media feed and comes across a post by Adam Grant. "Well put" she thinks, "If only his namesake at work would also keep this in mind when communicating with colleagues."


Day 3
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