
Communicating like a leader 131
empathy
active listening
focusing on facts and issues (not the person)
good quality questions
being non-emotional.
The tools and techniques that enable you to slide up and down
the scale are:
body and hand language
eye contact
facial expressions
pace, tone and volume of speech
directness of language.
Adjusting your style
If you are going to have mutually assertive and open exchanges
with your staff, it is imperative that you get into the habit of
asserting up and down, depending on the level of assertiveness
being exhibited by the person or people you, are dealing with.
If you don’t do this ...