• HOW ASSERTIVE ARE YOU?

The DESK rule

 DESK
• DESCRIBE THE SITUATION OBJECTIVELY
• EXPLAIN HOW YOU FEEL, NOT WHAT YOU THINK
• STATE WHAT YOU WANT IN SIMPLE TERMS
• KNOW THE POSSIBLE OUTCOMES (results)
• Branch: sucursales
• No new staff
• A breakdown: an analysis
• Downsize: recortes, specially dismissing people
 As you’re well aware…
As you have said before…

Let me finish what …

What I mean is that…
From my point of view..

You must agree that…

• One friend of his
• No he puesto el pie en la calle I didn’t put a foot
on…
• To be in a hurry
• Ask someone for + noun
• Can’t do a favour
….focus on what people say
Depends on the problem
Speak up
writing
• This restaurant is too expensive for me (afford)
• Could you please come later? (mind)
• Would you like to buy this book? (offer)
• We didn’t order the parts (deny)
• Yes, I made a serious mistake (admit)
• Call Sylvia later, please. Said Tom (remind)
• I think I can be in the meeting. I’ll do my best (hope)
• Why don’t you call him? (suggest)
• Let’s meet at the office (arrange)
• Of course! You are going to receive the order next week
(guarantee)
• I couln’t get through to him (try)
• He didn’t want to see me (refuse)
• Ok. We’re going to order 200 units. (agree)
Your customer has complained about a part that came
faulty. He needs it urgently