It's possible to be assertive and insistent and yet still be polite and calm about it. The cynic in me would label this as "fuck you said with a smile", but the pragmatist in me notes that "fuck you" really does get a very different reaction from people when said with a smile.
Think of communication as having two layers, an emotional one and a factual one. In your car example, the factual layer remains the same, "You are going to fix my car." But you can either combine that with an emotional layer of "And I am fucking pissed off with you right now because you fucking don't do your job, you useless twit", or you could layer it with "I understand that your job is difficult and you're doing the best you can, I don't want to make things difficult for you, but the contract clearly says that the car is under warranty, the car is clearly broken, and I'm not leaving until it's fixed."
Re:Be Kind
by gnaritas on Thursday May 14, 2015 @11:25PM
(#9548814)
And experience says the emotional one is more effective because most people are primarily emotional creatures. Nice and assertive doesn't work as well as pissed off.
Think of communication as having two layers, an emotional one and a factual one. In your car example, the factual layer remains the same, "You are going to fix my car." But you can either combine that with an emotional layer of "And I am fucking pissed off with you right now because you fucking don't do your job, you useless twit", or you could layer it with "I understand that your job is difficult and you're doing the best you can, I don't want to make things difficult for you, but the contract clearly says that the car is under warranty, the car is clearly broken, and I'm not leaving until it's fixed."