Mazda Training manual — part 143

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The Collaborator: Assertive / Cooperative

Teamwork and cooperation help everyone achieve their goals – and maintain relationships.

Useful when:
• you need to find a solution when both sets of concern are too important to compromise
• your objective is to learn – understanding the views of others
• you need commitment from everyone
• it would be useful to overcome any hard feelings that have arisen.

Summarise the questionnaire findings by showing the slide – get delegates to mark
where they think they are, and whether it matches the results of the questionnaire.

19 – Handling Conflict

COMPETITOR

I WIN – YOU LOSE

COLLABORATOR

I WIN – YOU WIN

COMPROMISER

YOU BEND – I BEND

ASSERTIVE

UNASSERTIVE

AVOIDER

NO WINNER – NO LOSER

ACCOMMODATOR

I LOSE – YOU WIN

UNCOOPERATIVE

COOPERATIVE

Agree with delegates the meanings of assertiveness and cooperation, and
encourage delegates to make notes:

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ASSERTIVENESS

• Assertiveness is expressing our thoughts, feelings, and beliefs in a direct,

honest, and appropriate way.

• It means that we have respect both for our self and for others. We are

consciously working toward a "win-win" solution to problems.

• A win-win solution means that we are trying to make sure that both parties end

up with their needs met.

• Assertiveness is not aggressiveness:

– that would involve expressing our thoughts, feelings and beliefs in a way

that is inappropriate and violates the rights of others

– Aggressiveness can be either active or passive (physical or verbal), but no

matter which, it communicates an impression of disrespect

– By being aggressive, we put our wants, needs, and rights above those of

others

– Where assertiveness tries to find a win-win solution, aggressiveness strives

for a win-lose solution

– Aggressiveness says ‘I'll be the winner; you'll be the loser.’

COOPERATION

The act of working together to reach a solution suitable for us both:
• Give and take
• Teamwork.
Conclude this part of the course by discussing the need for assertive and
cooperative behaviour in their job.

Ask them for examples of when it would be of value to them in their daily working
life, such as when dealing with other dealership staff.

Your Notes

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4.3 Problem

Solving

Annoyed customers present you with problems – and they need to be solved.

In addition, problems may arise that you need to tell the customer about – such as a delay,
or extra work that will take more time to complete.

In either case, the customer wants solutions, not problems.

Ask the delegates to come up with a list of the five main problems that annoyed
customers bring to them, or that annoy customers when they are told about them..

Put them up on a flipchart – they will be used in the next activity.

Discuss the need for them to take personal responsibility for dealing with annoyed
customers – and finding the right solutions for them.

Recommend that they try not to involve anyone else unless absolutely necessary – if
they have to, make sure the other person has the full story so the customer doesn’t
have to repeat themselves.

Then discuss a simple 4-step strategy for solving problems:

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20 – Problem Solving

1.

Understand the problem

• What are you trying to do?
• What are the unknowns?
• What information is available, missing or irrelevant?

2.

Devise a Plan

• Look for a pattern.
• Can we use a technique we used elsewhere?
• Devise and assess the plan, and decide if it will work.

3.

Carry out the Plan

• Communicate the plan and get agreement for it
• Implement the plan, and perform any necessary actions.
• Check each step of the plan as you proceed.
• Keep an accurate record of your work.

4. Look

Back

• Check the results.
• Does your answer make sense? Is it reasonable?
• Could we have used a better method?