STRATEGIES and PLANS - C O P E

In most cases trying harder with the same approach doesn't work. In a conflict situation for example, if you increase the firepower you are still not likely to hit the target, because the other person will simply oppose you. Having a variety of intervention options to choose from is better, because you can select one that best fits you and the situation. Such as approach is more likely to result in a positive outcome. This section presents 12 such coping options referred to as strategies or plans.

Lesson 12 - PRESENT YOUR CASE

"If you have some push you can get along very well without a lot of pull."

"In case of doubt, make it sound convincing."

Here are some expamples of situations where you would be likely to have to Present Your Case. (1) Taking something back to the store, especially when you don't have your receipt. (2) Explaining why you have changed your mind about something you had previously committed to do. (3) Convincing an interviewer why you are right for this job. (4 ) Presenting a proposal. (5) Asking for a raise. (6) Debatng politics. (7) Making a formal complaint.

Here's another example. George is in the middle of an interview for a job as a drafter. He has just completed a training program, but has not had experience in the field. He is asked this question, "Tell me exactly why we should hire you for this job?"

Which one of the following responses should George use to make his case?
1. "I'm one of the best."

2. "I'm not sure. I was wondering about that too."

3. "Although I am a bit short on experience, I have just completed an eight week intensive training course using CAD. I am very adept at using this program and I believe I can be an asset to your company."

Response number one doesn't answer the question. What it does reflect is an inflated ego, which (unless it were the owner's son/daughter) would most likely relegate your further consideration to the waste basket. If you were the interviewer in this situation, you would probably not want to hire the person because later on you would either have to be a psychiatrist or see one.

Response number two is the opposite extreme. This person has very low self self-confidence or very high fight-flight anxiety. Based on this response, you are not likely to hire this person either.

Obviously, response number three makes a case for George to get the job. It is direct, assertive and explanatory. He accounts for his apparent shortcoming, but he gives a reasonable explanation to accommodate for it.

Presenting or Making Your Case your case usually involves putting together a series of assertive statements which explain or defend your idea, concern or position. To present your case effectively, your statement should be (1) specific and to the point, (2) supported with reason and data where appropriate, and (3) presented matter-of-factly but forcefully and directly.

As a format for making up Present Your Case statements, you could use the "OREO/PREP" model which follows this sequence: (1) state your Opinion or make your Point, (2) give your Reasons and Explain them, and in closing restate your Opinion or Point. Be objective. Back up your statements with a rationale and with facts that support your case rather than emotional feeling statements.

Making Your Case requires that you be assertive. You stand up for your rights (and for the rights of others.) You can be insistent, but this insistence is tempered with a willingness to work out differences and solve problems for the mutual benefit of the persons involved. Your metamessage is: "I don't have to be a doormat, nor do I have to be a bully."

Being able to be assertive when the situation warrants it is an important communication skill. But, be cool. Avoid name calling, sarcasm, pouting, whining, yelling or overly justifying. Keep in mind that hitting the ceiling is no way to get up in the world. Assuming there is time to prepare for the situation, advanced thinking, planning and rehearsing will usually pay off. You will generally get what you want when you are assertive rather than passive or aggressive.

Please complete the assignment below. It is an application of the communication strategy "Present Your Case." Read the Parking Space Problem example to see how to do the next two cases.

Assignment 6: Presenting Your Case (Lesson 12)

Parking Space Problem (This is an example)

You work in a school district office as a administrative secretary. You are also the union representative for the classified staff. Some of your workers come to you with a problem of parking space. The parking lot is small and will not accommodate all the cars driven to work by the staff. This situation requires staff members to park their cars on a side street about a block away from the building. All of the administrators have specific designated parking spaces near their offices. Because of recent administrative changes there are five spaces assigned for administrator parking which are not being used. The classified staff wants these spaces to be designated for them, so that a few more of them may park near the buildings where they work. You are in agreement and you think this problem might be worked out by a meeting with your boss rather than going in as an item in the formal negotiations agenda.

Let's say that your goal is to get the four spaces changed from administrator to classified staff parking. Here's an example of what you might say to make your case following these steps" (1) make your request, (2) give your reasons, (3) support your reasons with examples, and (4) restate your request.

"I've been sent by the classified staff to see if a few additional parking spaces can be designated for them near the administration building. I'm aware that there are five administrator parking spaces that are no longer used because of some permanent personnel changes. As you know, it's quite a walk from the side street to the building and it's not a really safe place to leave your car. We would really appreciate the chance to park a few cars closer to the building. We would like these six spaces to be designated as open parking."

(a) Clerical Help Request (Do this one)

You work in a defense contracting company as an executive secretary. Your staff includes yourself and four data typists. You and your staff are in the process of preparing a request for proposals (RFP) application to meet a deadline for a federal project. A manager in another department calls you with a request that the clerks in your department take the telephone calls for his department for the next hour, because he needs to have a meeting with his staff and doesn't want to be interrupted.

Although this request would be reasonable at another time, you can not accommodate it now, because you and your staff are focusing all efforts on the preparation of the RFP application which is due tomorrow. Assume however, that you want to maintain a positive departmental working relationship with this manger.

Write an example of a "present your case" statement to indicate what you might say this manager.

(b) Bad Radio Waves (Do this one)

You work for the electric company. You get a phone call from a person who says, "You are beaming me with radioactive waves. I can see them coming out of the TV right at me."
Instead of saying, "Are you crazy or something" write a "present your case" statement to deal with this person's complaint.

Send this assignment (both a and b above) as an email to the Instructor, Marshall Chatwin

After that, go on to Lesson 13.

To Lesson 13

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