How to be a good manager

Assertiveness
This is probably one of the most misunderstood concepts around. Many people mistake aggression for assertion. Assertiveness means asking for what you want, saying how you feel and acting in a way that respects yourself and others. When someone says you are 'too assertive' they usually mean you are being sharp and aggressive. Assertiveness helps with conflict resolution and in ensuring clear communication. Perhaps the two most common assertiveness techniques are the 3-step Model and Broken Record.

The 3-step model starts with active listening and a statement that demonstrates you have heard what's been said. 'I appreciate there have been reasons for your lateness'. Step 2 is where you say what you think or feel using link words such as 'however', 'on the other hand' or 'alternatively'. For example, 'However, we have spoken about this before and your punctuality has not improved'. Step 3 is where you state what you want to happen and use the word 'and' as a link from Step 2. 'And this is the final warning I am going to give you'.

Broken Record simply means restating the essence of what you have said in a slightly different way until the message hits home.

New techniques gain popularity all the time and many of the approaches described here have been in use successfully for a long time. They all highlight that good managers are good communicators. Perhaps Peter Drucker was right – focus on your people and they will do the work for you.

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