Assertively keeping on track

The British have a reputation for queueing; we are willing to wait our turn. Having said this, frustrations soon rise if we’re kept waiting for longer than expected. Good planning and an assertive approach can help keep everything on track.
 
Planning for Crunch Points
 With a little preparation, any business can work out the crunch points.

• What are the busiest days of the week or times of the day?
• How long do the majority of customers spend with a member of your team?
• What is the most common cause of a hold up?

 
Identifying the crunch points enables measures to be put into place to reduce the risk of queues.

• Would part time employees or longer appointment slots help elevate pressures?
• Do you need to factor in time for updating records?
• Would you benefit from assertiveness training to manage customer’s expectations?

 
Helping Specialists to Stay on Schedule
 This week I’ve had the pleasure of training a group of professional Speech and Language Therapists. They are all self employed and have the responsibility of effectively managing their caseload.
 
The Challenge
 The therapists had identified particular problems with customers taking up more than their allotted time. They wanted to prevent lengthy conversations on the telephone prior to an appointment and multiple questions being asked at the end of a session.
 
I was asked to deliver Assertiveness Training to help the therapists to gain confidence in:

• Setting and managing customer expectations
• Clearly communicating when the session is coming to an end
• Diverting further requests in an appropriate and caring manner
• Ensuring payment for their services was received when due

 
In a caring role, it can be a challenge to turn people away. However, these professionals have to attend to many clients, as well as earning a living from their expertise. They need an assertive approach to keep everything on track.
 
The Solution
 The training focused on many aspects of assertive behaviour. Three key points that were raised during the session were:
 
Setting Boundaries
 The Speech and Language Therapist identified an issue with clients contacting them at all times of the day, including evenings and weekends. The first step was to define their working boundaries to ensure a healthy work/life balance. We also discussed the cost of their services and the terms on which they operate.
 
With operational terms agreed, I explained the importance of having processes and documentation in place to formalise the boundaries. Terms and Conditions, payment terms and contracts are all effective for clearly communication and the management of client expectations.
 
Saying No
 In order to operate within the agreed boundaries, there are times when the therapists simply have to say no. We also discussed ways of saying ‘no’ in a polite and constructive manner that didn’t leave the therapist feeling guilty or the customer feeling aggrieved.
 
Managing difficult conversations
 Few of us enjoy having a difficult conversation, but they are essential in many jobs. When such a conversation is necessary, we discussed the importance of a planned meeting, at a mutually convenient time, where everyone involved has had time to prepare. This increases the chance of discussions being based on information and facts, rather than emotion and feelings.
 
An Assertive Workforce
 An assertive workforce is confident and productive. This benefits the team, the business and the customers. If certain customers are impacting on your ability to do your job effectively, assertiveness training can empower positive change.
 
Places are available on my next Assertiveness Training Course, or get in touch to arrange training to meet the specific needs of your team.
 
I’d like to end with this powerful quote by Eleanor Roosevelt:
“No-one can make you feel inferior without your consent”