bite back - survival techniques for technical authors
DESCRIPTION
This was a fun presentation to give to an audience of tech writers, back in 2003. As a Philosopher and Psychologist, I was able to give people some real insights in their usual personalities and communication styles - and show them some non-aggressive methods to cope with more extravert, more aggressive bosses and co-workers.TRANSCRIPT
Jang F.M. GraatIF UnLtd B.V. (NL)
Bite back !survival techniques for technical writers
10th meeting of the STC-Transalpine ChapterOctober 15-16, 2003 - Böblingen, Germany
Frustration in our jobsImpossible deadlines
Inadequate equipment
No test environment
Unhelpful colleagues
Products that keep changing
Full responsibility for the documentation
What’s this talk about ?
Managers...... obey their superiors
... put on the pressure
... do not accept excuses
... do not need to listen
... can only see the cost factor
... don’t understand what employees do
How do people cope ?
Developers...... couldn’t care less
... are cool, no matter what
... don’t need anyone else
... live in their own universe
... often hide in a cloud of “Technese”
... can always blame the Devil, i.e. “Bugs”
How do people cope ?
Technical writers...... run after those with the info
... are always last to finish
... say they need no recognition
... do their work in their own time
... are kind to others by profession
... are too sympathetic for their health
How do people cope ?
Communication...... is our trade
... is our main talent
... is our biggest trap
We are technical listeners
Communicative behaviourAnne-Lies Hustings
Assertive
Sub-Assertive Aggressive
Sub-assertiveputting the other’s goals first
not wanting to hurt the other
speaking with lots of hesitation
long sentences, phrased as questions
smiling a lot, even when you’re angry
Styles of communicating (1)
Aggressivedominating the conversation
not listening to other’s views
pointing finger, eye contact
stress on too many words
no breaks between sentences
Styles of communicating (2)
as-ser-tive, adj. 1. confidently aggressive or self-assured; positive; aggressive; dogmatic. 2. having a distinctive or pronounced taste or aroma.
as-sert, v.t. 1. to state with assurance, confidence, or force; state strongly or positively; affirm. 2. to maintain or defend (claims, rights, etc.). 3. to state as having existence; affirm; postulate. 4. assert oneself, to insist on one’s rights, declare one’s views forcefully, etc.
Some definitions (Webster’s)
Assertive in Theory
Manuel J. Smith, Ph.D.ISBN 0-553-26390-0
Declaration of Assertive Rights
You have the right to judge your own behaviour, thoughts, and emotions, and to take the responsibility for their initiation and consequences upon yourself.
Assertive Right #1
You have the right ...... to offer no excuses or reasons to justify your behaviour
... to judge whether you are responsible for finding solutions to other people’s problems
... to change your mind
Further Assertive Rights
You have the right ...... to say “I don’t know”
... to make mistakes - and be responsible for them
... to be independent of the goodwill of others before coping with them
Further Assertive Rights
You have the right ...... to be illogical in making decisions
... to say “I don’t understand”
... to say “I don’t care”
Further Assertive Rights
Assertive in Practice
PersistenceTechnique: “broken record”
don’t get side-tracked
keep repeating a phrase,but don’t get angry or loud
offer or accept a compromise only when your self-esteem is not in question
feel good about yourself
Establish an equal relationshipespecially with the developers
Pick up “free information”stuff told without being asked
Self-disclosurerelate to the free information
Social communication
Requesting a justification“It is wrong to act like that”
“This is a proven bad habit.”
“Why do you always ... ?”
Not all criticism is manipulative“I don’t like what you do”
“I want something else”
Manipulative criticism
“Fogging”Negative assertionNegative inquiry
Coping with manipulation
Answer to critique by agreeing:“You are right, I am being irrational about this.”
“You are probably right about that.”
“I understand that you see it that way.”
Respond only to what the critic says,not to what is (or seems to be) implied.Takes the wind out of the critic’s sails
Fogging
Assertively accept a negative or action“You’re right. That was a dumb thing to do.”
Takes away the guilt and anxietyguilt can be used to manipulate you
anxiety leads to defensiveness and counter-criticism, which feeds the critic’s energy
Negative assertion
Actively prompt more (specific) criticismNOT: “What makes you think this is bad ?”
“I don’t understand. What is it about my action that is bad ?”
Be assertive, i.e. clear and calm, about itget the critic to specify exactly what is wrong
take away the emotional response
Negative inquiry
Closing remarks
Don’t get emotionalIf you feel bad about what you’ve done, why not admit it was a stupid thing to do ?If you feel OK about your actions, why feel guilty ?Take responsibility for your actions and the consequences