For each of the situations below, prepare an
assertive confrontation message. Decide how you will phrase the basic
message and further decide which additional components of the message
you will use.
1. Jeremy can’t seem to keep from peering over the cubicle next to him
and talking with Sylvia, who is trying to concentrate on her work and
the enormous number of customer emails to which she must respond. Jeremy
is the senior customer service representative and Sylvia is relatively
new to her position. Though initially helpful, he has become somewhat of
a nuisance to Sylvia and is also a little critical of the way Sylvia
does her job. Prior attempts to encourage Jeremy to be less intrusive
have been unsuccessful.
2. Manuel has become a broken record. For weeks now, he has come into
your office to complain about something. Often, his complaints have to
do with the way his co-workers are performing. Sometimes, he complains
about a specific co-worker and subtly implies how superior his
performance is to the co-worker. He then suggests how underpaid he is.
Occasionally, he has even threatened to quit and find a better position
elsewhere. Manuel is a good performer, but on average no better or worse
than his co-workers. You would like to pay everyone more, but budget
and market considerations don’t allow it. You further do not feel
additional pay is warranted for Manuel in comparison to hi co-workers.
And you want the complaining to stop.