1
Three Ways to Communicate
Assertive — in the middle — is the goal: say what you need, and respect others too.
Passive
Giving in
You stay quiet, agree to things you don't want, and your needs get missed.
Assertive
Aim here
Standing up and listening
You say what you need clearly and calmly, and respect the other person too.
Aggressive
Forcing your way
You get your point across by talking over, blaming, or pushing — others feel run over.
2
Say It Clearly, in Three Parts
Facts first, then why it matters, then what you want.
1
Situation
The facts — what is happening, without blame.
2
Impact
Why it matters — the effect on the work or on you.
3
Request
What you'd like to happen instead.
In practice
"When the plan changes without telling me (situation), I end up redoing work and we lose time (impact). Could we agree to flag changes at the morning briefing? (request)"
3
The Difficult Conversation
Before · During · After — hard conversations go better with a little structure.
Before — Prepare
- Get clear on what you actually want
- Pick a calm time and a private place
- Imagine their side of it
During — Hold it well
- Open calmly; use your three-part message
- Listen — really hear their answer
- Stay on the issue, not the person
After — Follow up
- Agree one clear next step
- Check back in a few days
- Note what worked for next time
4
Finding a Way Forward
Negotiation isn't about winning — it's about finding something you can both accept.
1
Aim for the shared goal
You usually both want the same thing — the job done well, on time. Start there.
2
Interests, not positions
Ask why they want what they want. The real need behind it is often easier to meet.
3
Put options on the table
Offer more than one way forward. Choices make agreement easier than a yes/no.
4
Know your walk-away
Decide in advance what you'll do if there's no agreement. It keeps you steady.
5
Staying Steady Under Pressure
Four moves that help you keep your footing without escalating.
Calm repeat
Restate your point, calmly, as many times as needed. You don't have to win — just hold your line.
"As I said, I'd like us to agree this first."
Acknowledge, then redirect
Show you heard them, then bring it back to the point. It lowers the heat without giving ground.
"I hear that you're under pressure — and I still need this checked."
Buy yourself time
You don't have to respond on the spot. A pause is a perfectly good answer.
"Let me think about that and come back to you."
Person vs problem
Challenge the issue, not the human. Keep it about the work, never about character.
"The problem is the timeline, not you."
6
Script Cards
Real lines for situations that come up on site. Click each card to reveal the script.
Adapt these to your own voice — the point is to have words ready before you need them.
When…
Being talked over in a meeting
Tap to see the script →
Try…
"I'd like to finish my point — I was saying…"
Tap to flip back
When…
Given the menial tasks, again
Tap to see the script →
Try…
"I'd like to take on the next install. Can we rotate who does the clear-up?"
Tap to flip back
When…
Raising a safety concern to someone senior
Tap to see the script →
Try…
"I've spotted a hazard at the east face. Can we make it safe before we carry on?"
Tap to flip back
When…
A comment that crossed a line
Tap to see the script →
Try…
"That one isn't OK with me. Let's keep it professional."
Tap to flip back
★
Plan a Conversation
Pick one conversation you need to have — and prepare it now.
This plan is private and not saved online. Use "Save as PDF" to keep your copy. Refreshing the page will clear your answers.
1 · Situation
The facts, without blame:
2 · Impact
Why it matters:
3 · Request
What I'd like to happen:
Tip: Read it aloud once before the real thing — it's the best practice there is.
Save your conversation plan
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