In recent posts, I have written about a productivity framework and the time management skills…
Communicate Assertively Using the DESC Script
The D.E.S.C Script, (originally developed by Sharon and Gordon Bower) is a powerful and very practical tool. I’ve used the D.E.S.C Script for many years in situations where I need to communicate assertively and clearly.
You can use The D.E.S.C Script to communicate assertively in a wide variety of situations including:
It can be used verbally or in writing to get your message across and communicate assertively.
What is Assertive Communication?
Assertive communication is a way of clearly expressing your thoughts, feelings or opinions without putting others down.
When you communicate assertively you get your point across and outline the changes needed, without damaging relationships.
Why it Is Important to Communicate Assertively.
When something occurs that causes upset, our initial reaction may be to become angry and react in an overly aggressive manner.
The problem with this approach is that it can damage relationships, without actually addressing the underlying cause of the problem.
Conversely, if we fail to communicate assertively – all we do is encourage a repeat of the behaviour.
For example, if a client pays us in 60 days instead of the agreed 30 days – what is their motivation to change? They effectively have an interest free loan!
Similarly, ignoring issues, and failing to outline the consequences, mean team members are unlikely to change their behaviour.
Often in these situations, business owners are uncertain how to proceed and don’t communicate assertively. Fearing it could damage a relationship, or lead to consequences they would prefer to avoid.
Fortunately, the D.E.S.C Script provides a structure to help you communicate assertively, while still preserving the relationship.
The D.E.S.C Script – Getting People Back On Track.
I first used the D.E.S.C Script to communicate assertively as a State Human Resource Manager. In this role I had to regularly interview under performing staff from within the branch network.
I found the structure exceptionally helpful to plan the meeting, think about issues and consider, in advance, different options available.
Subsequently from dealing with employee issues, or other challenging situations, the D.E.S.C Script has been my go-to tool when I need to communicate assertively.
What is The D.E.S.C Script?
The D.E.S.C Script provides a structure for assertive communication. It stands for:
As stated earlier, it is both powerful and practical.
Using the D.E.S.C Script.
Before constructing the D.E.S.C Script the first step is to decide the outcome you are looking to achieve, both in the short and long-term.
This step is crucial as it will shape the conversations and actions that follow. It will also help preserve relationships that may otherwise be damaged.
Below I have outlined the process I have found to work:
Describe the Problem.
Be specific as possible – stay focused on the problem or behaviour – avoid attacking the person!
(If you attack the person, they will immediately become defensive, stop listening, and likely damage your longer-term relationship).
Explain the Impact.
Outline the impact the behaviour is having on the business, customers, or other team members.
If supporting evidence is available, use it at this point.
(Tip: For team members, I found it important to ask if there were reasons contributing to the under performance. In a lot of instances, I found it was factors outside of work, relationships, or skill deficiencies).
Specify the Change You Wish to See.
Outline the changes you seek and be specific as possible. Describe the changes you expect.
(Tip: For team members, ask what they will do to achieve the turnaround. Don’t be afraid of silence, give them time to think – seek specifics. Ask; “do you think that would resolve the problem?” If they come up with the solution, they are more likely to own it!)
Consequences – Positive and Negative.
Finally, outline the consequences both positive, (if the desired changes are made) and crucially, negative, should the problem or behaviour persist.
Outline what benchmarks you expect will be met and by when.
(Tip: Make sure the other party, whether a business partner or team member, feels valued and understood. That it’s their behaviour that’s problematic, not who they are ).
Communicate Assertively – Final Tips.
The D.E.S.C Script works equally well both in verbal and written when you need to communicate assertively.
However until you become familiar with the process:
Business is about relationships and a key part of that is communication. The D.E.S.C Script, used properly, can be a powerful tool to help preserve and build relationships. If you would like to learn more, don’t hesitate to get in touch.
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