You have begun the ISO 9001 certification process. You've studied the necessary material extensively and know what needs to be done to receive certification. Now, you are onto the documentation and don't know what to do. You know what content needs to be listed, but what is the best way to get your point across?
What is the Difference between Assertive and Argumentative in ISO 9001?
An assertive approach to ISO 9001 allows for open communication at all levels of the company. An argumentative approach controls who and what the conversation is about.
Assertive Vs. Argumentative in ISO 9001: What's The Difference?
When you are in a management position or team situation that requires communication, it can be easy to offend or cross a line unintentionally. You want to be able to speak your mind effectively.
However, you also know addressing your employees and team members respectfully is essential. ISO 9001 requires successfully implementing their procedures for your company to receive certification.
One of the best ways to ensure a smooth transition during the implementation process is through effective communication. It is essential to be assertive rather than argumentative in your communication.
What Assertive Communication Does:
- Relaxes the work environment
- Encourages teamwork
- It makes all opinions equal
At the same time, though, we don't want to appear too passive. If our communication skills aren't strong enough, we will not be able to effectively make our point to our audience.
This can be a delicate line to walk. We are taught early on that success comes from displaying forward-thinking and dynamic behaviors.
These types of actions are reflected in both assertive communication and argumentative communication. There is a difference, though, which can be found in audience awareness and intent.
When you communicate assertively, you express what you want clearly and concisely. You also acknowledge your audience (your employees and/or team) and their opinions. Assertive speaking is a respectful way to express your thoughts and ideas.
Other identifiers of assertive communication include a relaxing presence in the room, participation with the group, and equalization of everyone in the situation.
An assertive speaker's ability to relax others around them helps to create a more communicative and honest environment. When implementing ISO 9001 procedures, the employees are more likely to open up about concerns or questions regarding the changes.
Being able to make themselves part of the group rather than trying to control the group shows that the speaker is open to ideas brought to the table. When ISO 9001 certification begins, there is a steep learning curve for everyone involved in the process employer and employee alike.
Showing a willingness to work with the employees helps them become less daunted by all the information they need to learn.
The company can only grow when the speaker creates a space where everyone is equal, and their thoughts and ideas have merit.
Again, with ISO 9001 certification, there is a lot to learn. An equalizing environment where everyone is learning together will encourage employers and employees alike, creating a solid team-like relationship among everyone involved in the implementation process.
When you communicate argumentatively, as the title may indicate, you approach a conversation looking for a fight. You make demands of your expectations and make it clear that there is no alternative route.
Instead of creating a relaxing space for free communication, everyone becomes quiet, believing their voice has no room in this conversation.
The argumentative speaker doesn't join the group; they control it. Domineering exactly what implementation procedures will be done, how they will be done, and when
Finally, the argumentative speaker establishes early on that they are above the ones they are speaking to. While there is a noticeable power difference between an employer and an employee, the argumentative speaker will not respectfully approach that power difference.
These types of communication are not strictly verbal but can also become apparent in written communication. When filing your ISO 9001 documentation, you must be careful about how you write it, assertively or argumentatively.
One requirement for ISO 9001 certification involves creating a better work environment for your employees. How you choose to write your documentation will reflect how you approach your employees, whether real or not.
When choosing between these two approaches, it's obvious which one is better, not just for ISO 9001 compliance reasons but for business practices in general. Assertive speaking leads to a healthier work environment, which in turn leads to better ISO practices and standards being met.
Assertive Vs. Argumentative Statements
The most obvious way to identify if someone is using assertive or argumentative behavior is through verbal cues. Assertive speakers apply the mentality of "I'm right; you're right." Argumentative speakers say, "I'm right; you're wrong."
Some sample sentences of assertive statements are:
- “You're right, and I have a different opinion in this regard”
- “I will agree with your opinions, but you should understand how I feel about this”
- “We are both right”
As you can see, the final sentence focuses on the agreement, and the assertive speaker doesn't automatically agree with the opposing speaker's words.
The point of assertive speaking isn't to passively agree with whatever is being said but to acknowledge that another opinion can be valid.
Through this acknowledgment, space is created for the individuals being spoken to to be more open to the possibility of new ideas.
This approach would work particularly well when introducing ISO 9001 certification to hesitant employees. If your business is already successful and boasts durable quality with globally set standards, they may wonder why they should enforce this change now.
By recognizing those concerns as valid, the employees are more likely to view your ideas and plan toward ISO 9001 certification as legitimate.
On the opposite side of the spectrum are the types of sentences associated with argumentative communication styles:
- “Please do what I say”
- “I want everybody to agree with my views”
- “This is how it will be done, and any counter-arguments on this issue will not be entertained”
Argumentative communication isn’t necessarily rude or aggressive, as seen in the first sentence. What argumentative communication does is eliminate outside voices or invalidate them.
If the audience being spoken to doesn't believe they have any control or voice in the situation, they are more apt to dig their heels in. This could halt your certification before it even begins.
The Mentality of Assertive Behavior:
- "I'm right, you're right."
- Not passive but open
How To Be Assertive Without Being Argumentative: Helpful Tips
You now know the differences between assertive and argumentative communication. Hopefully, with the information provided, you'll have learned that the assertive approach is the best form of communication in business, whether you're vying for ISO 9001 certification or not.
Tips For Being Assertive
- Clear speech
- Maintained eye contact
- Strong and relaxed posture
The only question that remains is how to be assertive without slipping into an argumentative style. One reliable way to do this is to pay attention to your verbal and nonverbal cues.
Verbal cues are, naturally enough, how you can speak to someone and how all these little mannerisms impact your speech.
An assertive speaker doesn’t stutter and works to make their voice sound calm and self-assured. They also do not yell or go on long tangents but speak concisely at a level and coherent volume.
They speak at a moderate pace, neither meandering nor clipped, ensuring maximum understanding of what’s been said.
They use positive reinforcing statements that focus on finding the value in both sides of the argument using logic and reason to make their point.
Nonverbal cues are small physical mannerisms that the speaker displays to appear confident and put their audience at ease. Two critical parts of effective nonverbal cues are eye contact and posture.
Maintaining eye contact can be tricky if you aren't careful. Too little eye contact will make you appear submissive and unassuming, but too much eye contact can make the ones you speak with uncomfortable. With too much eye contact, you can easily slip into argumentative behavior with your stare beating down on your audience.
The right amount of eye contact will put your audience at ease, making them more willing to listen to you. This also applies to posture; you want to stand up straight and avoid crossing your arms over your body.
Avoid making your body go rigid, as this can make you appear too stern. Your posture should convey that you are approachable yet capable.
With practice and attention being paid to your regular speech patterns, you should be on your way to communicating effectively and assertively in no time.
Start with Expert Templates, then Make Them Yours
