3 D

Level 3 - Rank D - Lesson 1: Understanding a mentoring model
Warm up
COPY & PASTE
Hi, Im ____. Looking
forward to seeing you.
See
1. Greet the student and introduce yourself if necessary.

Introduce the goal of the lesson.
Today we will do Level 3 - Rank D - Lesson 1: Understanding a mentoring model
2. Reinforce the goal of the lesson by asking a few questions like:
How often do you have a chance to mentor someone at your office?
Would mentoring someone in English be difficult for you?
Try
5. Have the student answer the list of questions.

Ask some follow up questions if necessary.
Act
6. Complete the final activity.

Have the student carry out the task
Make sure the student follows the Biz Tips
Give feedback by REFINING the student's English
COPY & PASTE

Thank you for studying at
Bizmates. (bow)
Biz Tip
Its important to adapt
your mentoring approach
to the trainees ability and
commitment.
3. Read the dialogue together and ask some follow up questions.

Focus on pronunciation, intonation, and fluency.
4. Have the student read the two Biz Tips and elaborate.
Resource: http://sourcesofinsight.com/situational-leadership-ii/
Wrap up
See
Biz Tip
According to Situational
Leadership II, a popular
mentoring model, as a
trainee goes through four
stages of development, the
mentor should change
their mentoring approach
to match the trainees
development stage.
7. Give the student feedback.

Review key points of the lesson
Give student feedback/ study tips
Tell the student there will be a review
Paste "Thank you" message in the chat box after ending call
Last revision: 01/28/2016
Rick: Yasu, we have a new employee joining our department next week and
Id like you to be his mentor.
Yasu: Me? But Ive never done that before.
Rick: Youll be fine. You have the right personality and youre very skilled at
what you do.
Yasu: OK, but how should I approach this? Should I start with goal setting?
Rick: Well, the first thing I suggest you do is build a relationship with him.
Once youve done that, you can start setting goals.
Yasu: Do you want me to be strict with him?
Rick: Well, let me introduce a really effective mentoring model that I learned.
The basic concept is that a trainee goes through four different stages
of development. As the trainee progresses to the next stage of
development, you as the mentor also need to change your approach.
Yasu: What are the four approaches?
Rick: The four approaches are directing, coaching, supporting, and
delegating.
Yasu: So, I should be directive with the new guy at first?
Rick: It depends on his development level. Why dont you get to know him
first?
Try
Answer the questions.

1. Why does Rick think that Yasu would make a good mentor?
2. According to Rick, what should Yasu do first with the trainee?
3. What approach did Rick suggest Yasu should take with the trainee?
4. Do you have any other advice on mentoring?
Act
Role play
Ask your staff to train a new employee.
261
Level 3 - Rank D - Lesson 2: Building the relationship

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 2: Building the relationship
2. Test the student by saying:
Lets do a short test. Understanding mentoring. (Have the student assign
someone who doesnt have confidence to become a mentor.)
The student should explain that you are competent and can become a good mentor.
The student should also briefly explain the SL2 mentoring model which explains that a
trainee goes through four stages of development, and the mentor should change
his/her mentoring approach to match the trainees development stage.
See

Do you think the mentor-trainee relationship is vital to effective mentoring?
How can you build a relationship with a trainee?
Was Yasu able to build a relationship with Willy?
See
Biz Tip
Show the trainee that you
are just as excited to work
with them as they are
with you.
Biz Tip
When building a
relationship with your
trainee, avoid the
interview approach of just
questions and answers.
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Yasu: Hi Willy. Im Yasu. Rick told me to be your mentor.
Willy: OK, great. Its nice to meet you, Yasu.
Yasu: Before we start, Rick told me that I should get to know you better. So,
could you please introduce yourself?
Willy: OK. I was born and raised in Taiwan, but I studied at an American
university. I worked for an advertising company for 5 years in the US
before I came to MMB Corp.
Yasu: What are your hobbies?
Willy: In my free time, I usually
Bizmates style
Yasu: Hi Willy. Im Yasu. Ill be training you for the first 3 months.
Willy: OK, great. Its nice to meet you, Yasu.
Yasu: So, hows your first week so far?
Willy: Its been great. Everyone seems easy to get along with. I can tell the
teamwork is really strong here.
Yasu: Yeah, we really try to help each other out. We have a lot of people
from different industries so theres so much to learn from everyone.
What about you? What did you do before joining MMB?
Willy: I worked for this advertising company as a copywriter.
Yasu: Oh, my brothers a copywriter at AB Promo.
Willy: AB Promo was one of our biggest competitors. Ive heard that its a
really good company to work for.
Yasu: Yeah, my brother loves it there.
Try
Answer these questions.

1. How do you think Willy felt in the first dialogue?
2. How did Yasu start building a relationship with Willy?
3. What did Yasu and Willy have in common?
4. What other things can you do to build a relationship with your trainee?
Act
Role play
Build a relationship with your new trainee.
262
Level 3 - Rank D - Lesson 3: Setting training goals

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 3: Setting training goals
See
Biz Tip

Lets do a short test. Building the relationship. (Have the student build a
relationship with a trainee.)
The student should avoid the interview approach by asking the trainee a bunch of
questions. Instead of student should try to get to know the trainee.

Why is it important to set goals with a trainee at the start of the mentoring
process?
See
4. Read the first dialogue together and ask some follow up questions.
Do you think Yasus approach to goal setting with Willy was effective?
When starting a training

session with your trainee,
give an overview of what
youd like to cover in the
meeting first.
Biz Tip
When setting goals, try to
make it participative so
that the trainee will be
committed to the goals.
6. Read the second dialogue together and ask some follow up questions.
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
Yasu: OK, Willy. Lets get started. Today, I just want to get your thoughts on
what youd like to achieve in the first 3 months, and then we can look
at our skills list for your position, and then we can set some training
goals.
Willy: That sounds clear to me.
Yasu: Great. So, what would you like to achieve in your first 3 months?
Willy: I guess Id like to be able to perform my work without you or Rick
having to worry about me by the end of the 3-month period.
Yasu: So, youd like to be able to work confidently without supervision?
Willy: Yes, and hopefully add value to the team.
Yasu: Thats really good. Lets look at some specific areas now. Heres the
skills list for your position. I know its a long list, but what areas do you
feel you need the most support in?
Willy: Well, I have some experience here, but not in these areas here.
Yasu: OK, lets talk about what you could do to improve in these areas.
Try

1. How participative was the goal setting session in the first dialogue?
2. How did Yasu start the goal setting session with Willy in the second
dialogue?
3. How did Yasu make the goal setting session participative in the second
dialogue?
4. What are some skills that a trainee would need to learn in your job?
Act
Role play
Set some training goals with your trainee.

Example
Yasu: OK, lets set some goals for your 3-month training period.
Willy: Great.
Yasu: OK, here are the tasks you need to learn during these three months.
Willy: Wow, its a long list.
Yasu: Do I have your commitment?
Willy: Ah, well, of course Im committed, but I dont really understand
everything.
Yasu: Thats OK. I will train you. I just want your commitment.
263
Level 3 - Rank D - Lesson 4: Directing

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 4: Directing
See
Biz Tip

Lets do a short test. Setting training goals. (Have the student set some training
goals with his/her trainee.)
The student should take a participative approach by asking the trainee what he/shed
like to be able to achieve.

What is the meaning of being directive with a trainee?
See
Did Yasu take a directive approach with Willy?
In the first stage of

development when the
trainee is highly
committed but lacks the
technical skills, the
mentor should focus on
telling and showing the
trainee exactly what to do.
Biz Tip
In the first stage of
development, give
frequent feedback.
Try
7. Have the student go through the activity by giving his opinions.

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Yasu: All right. Lets learn how to write reports using our report writing
system. I know you have a lot of work experience and have probably
used a similar system like this, so Ill just go over this very quickly.
Willy: Yeah, sure.
Yasu: OK, so we just open up the system, place the clients name and ID
number, go to the next page, select the report type, and generate.
Willy: Ah, OK.
Yasu: From here, we just click this button and confirm the invoice number
and thats it. Just like that. Easy right?
Willy: Can I try making one?
Yasu: Sure. While you put a sample together, Im going to get a cup of coffee.
Bizmates style
Yasu: All right. Were going to learn how to write reports using our report
writing system. There are quite a few steps in this process, so it would
be a good idea to take some notes.
Willy: OK.
Yasu: First, we need to open up the system. When you open it, make sure
that this box is blank. If it isnt, it means its already been made. OK?
Willy: Yes, got it.
Yasu: Now, we put in the clients name and ID number. This part is very
important because a mistake here could pull up a completely different
client. So, please double check everything before you click enter. OK,
before we go further, Id like you to try making one.
Willy: OK. So, I open up the system, and enter the clients
Yasu: Dont forget to check the box.
Willy: Oh yeah. Thats right.
Try

1. What was the problem with Yasus approach in the first dialogue?
2. If you were Willy, which approach would you prefer? Why?
3. What approach did your trainer or mentor take with you at your company?
Act
Role play
Show a trainee how to do something new in his/her job.
264
Level 3 - Rank D - Lesson 5: Coaching

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 5: Coaching
See
Biz Tip

Lets do a short test. Directing. (Have the student show a trainee how to do
something new in his/her job using the directive approach.)

What can you do if a trainee is frustrated with a new task?
In the second stage of

trainee still lacks the
technical skills and has
lost confidence, the
mentor needs to give
specific instructions while
giving emotional support
to motivate the trainee.
Did Yasu take a coaching approach with Willy?
Biz Tip
The student should give specific instructions and carefully observe the trainee while
giving immediate feedback.
See
Try
7. Have the student go through the activity by giving his opinions.

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Its a sensitive time for the

trainee in the second
stage, so be very careful
not to discourage the
trainee.

Example
Willy: Yasu, Im having a lot of trouble using this report writing system. Its
not very user-friendly.
Yasu: OK, lets go through it again. Like I said the first time, you need to
open up the system, like this. Do you understand?
Willy: Yes, I do.
Yasu: And make sure this box is blank.
Willy: This box?
Yasu: No, no, no. Not that one. This one.
Bizmates style
Willy: Yasu, Im having a lot of trouble using this report writing system. Its
not very user-friendly.
Yasu: Thats OK, Willy. Everyone has trouble with this the first time. Lets go
through it step-by-step. Youll get it; trust me.
Willy: OK.
Yasu: Do you remember the first step?
Willy: Yes, I open up the system and make sure the box is blank.
Yasu: Exactly. And this is the part everyone forgets to do. We need to click
this box here.
Willy: Oh I see. Its this one.
Yasu: Well, that is close.
Willy: Oh. This one?
Yasu: Youre getting warmer.
Willy: This.
Yasu: Yes, thats right. OK, lets go to the next step.
Try

2. How different was Yasus approach in the second dialogue?
3. Have you ever had to train someone who was in a state similar to Willys?
Act
Role play
Show a trainee who has lost confidence to do something at your company.
265
Level 3 - Rank D - Lesson 6: Supporting

Warm up
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Today we will do Level 3 - Rank D - Lesson 6: Supporting
See
Biz Tip

Lets do a short test. Coaching. (Have the student show a trainee who has lost
confidence how to do something new in his/her job using the coaching
approach.)
The student should give specific instructions while giving emotional support.

What can you do if a trainee who is competent but doesnt have the confidence
in himself/herself?
See
Did Yasu take a supportive approach with Willy?
In the third stage of

trainee has the technical
skills but lacks confidence,
the mentor gives
emotional support but lets
the trainee work out the
problem himself/herself.
Biz Tip
In this stage of
development, the trainee
has yet to become 100%
committed, so the mentor
needs to continue offering
support.
Try
Act
Wrap up
COPY & PASTE
Bizmates. (bow)
Example
Yasu: Willy, how comfortable are you using the report system now?
Willy: Yeah, I think Im OK. Its just that there are times when Im not sure if
its OK or not.
Yasu: Well, youre not a rookie anymore. You can work it out.
Willy: Ah, OK. Ill try.
Bizmates style
Yasu: Willy, how comfortable are you using the report system now?
Willy: Yeah, I think Im OK. Its just that there are times when Im not sure if
its OK or not.
Yasu: What do you mean?
Willy: Well, I sometimes notice that the customer ID doesnt match what
I have on file. The customers name is correct, but the ID is not.
Yasu: So, what do you do in that case?
Willy: Well, I usually go over to the accounting department to check if theres
a mistake.
Yasu: Why do you do that?
Willy: Well, I figured they would have the correct number. I could ask our
team members, but it would be possible for them to have the wrong
number, too.
Yasu: Absolutely. And thats exactly what I would do.
Willy: Oh really? Oh, I guess Im OK then.

Try

2. Do you think Yasus approach in the second dialogue is better? Why?
3. How would you feel if you were Willy in each dialogue?
Act
Role play
Show a trainee who has the skills, but still lacks the confidence, to do a task
at your company.

266
Level 3 - Rank D - Lesson 7: Delegating

Warm up
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Today we will do Level 3 - Rank D - Lesson 7: Delegating
See
Biz Tip

Lets do a short test. Supporting. (Have the student show a trainee who is
competent but doesnt quite have the confidence on how to do something new
in his/her job using a supportive approach.)
The student should give support but let the trainee figure it out.

What can you do if a trainee who is confident and competent makes a mistake?
See

Did Yasu take an appropriate approach with Willy?
In the fourth stage of

trainee has the technical
skills and the confidence
to carry out the task, the
mentor is able to delegate
the responsibility to the
trainee.
Biz Tip
As the trainee is still a
trainee, the mentor needs
to occasionally monitor
progress.
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Yasu: Willy, thanks for writing the reports for the MEDTEC contract.
Willy: Sure, no problem. Did you look over them?
Yasu: Yes, I did, and I noticed a small mistake here.
Willy: Im sorry about that. That was careless of me.
Yasu: Well, to avoid these kinds of mistakes from happening again, Id like to
go over the entire process with you.
Willy: Yasu, I know what I did wrong. It wont happen again.
Yasu: When I see mistakes like this, it tells me that you are still unable to do
the task. Lets schedule some retraining.
Bizmates style
Yasu: Willy, thanks for writing the reports for the MEDTEC contract.
Willy: Sure, no problem. Did you look over them?
Yasu: Yes, I did, and I noticed a small mistake here.
Willy: Im sorry about that. That was careless of me.
Yasu: Could you change that before submitting it to the client?
Willy: Of course. Ill do that right away.
Yasu: Great thanks. Is there something we can do in our process to
completely eliminate these errors?
Willy: Hmm, I think we can add another step.
Yasu: OK, could you propose a revision in our process that will allow us to
catch these minor errors?
Willy: Sure Yasu. Ill put something together.
Try

2. How would you feel if you were Willy?
3. What makes the approach in the second dialogue so different?
Act
Role play
Give feedback to a trainee at your company who has the skills and the
confidence to do a task.
267
Level 3 - Rank D - Lesson 8: Confirming training goals

Warm up
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Today we will do Level 3 - Rank D - Lesson 8: Confirming training goals
Lets do a short test. Delegating. (Have the student give feedback on a mistake
to a trainee who is competent and confident.)
The student should simply mention the mistake and have the trainee correct it.

Why is it important to confirm the goals with a trainee at the end of the
mentoring process?
See
Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Biz Tip
Closure is very important
in training. Both the
mentor and trainee need
to know that the training
for a certain task is
complete.
Biz Tip

Did Yasu confirm the training goals with Willy in a professional way?
Try
See
By reflecting on how the

trainee was able to
achieve his/her goal, the
trainee will be more
motivated to learn the
next new skill.
Bizmates style
Yasu: OK, its been a month since you started writing reports, which is the
deadline we had set for you to learn this skill. How comfortable are
you now with the report system?
Willy: Im really comfortable.
Yasu: Why do you say that?
Willy: I feel that I not only know how to make reports, but I also know how to
solve any issues that come up with the reports. In fact, some people
now come to me when they have a problem with the report system.
Yasu: I agree. I think youve become our report writing expert. So, what
worked well and what was difficult for you in learning this task?
Willy: Well, it was a lot more technical than I had initially expected. There
were so many steps and I had a hard time memorizing them all.
However, after I started to learn why each step was important, the
entire flow became clear and much easier to memorize.
Yasu: OK, lets look at our skills list. Lets check this one off.
Try

1. How do you think Willy felt in the first dialogue?
2. How different is Yasus approach in the second dialogue?
3. Do you have any goals to learn a particular skill or task at your company?
Act
Role play
Confirm the training goals of a trainee in your company.

Example
Yasu: OK, its been a month since you started writing reports, which is the
deadline we had set for you to learn this skill.
I think you are OK with this. Lets go to the next skill.
Willy: Is that it?
Yasu: What do you mean?
Willy: Oh, I dont know. I thought you were going to test me on it or
something.
Yasu: No, thats not necessary.
268
Level 3 - Rank D - Lesson 9: Giving advice on mentoring

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 9: Giving advice on mentoring
Lets do a short test. Confirming training goals. (Have the student confirm the
training goals with a trainee.)
The student should check with the trainee to see how comfortable he/she is with the
new task, give appropriate feedback, and then move on to a new task.
See
Biz Tip
Theres no one way in
mentoring. However,
knowing a mentoring
model helps to act as a
guide.

What have you learned about mentoring?
See

Why has Willy been chosen to mentor Cindy despite his being a new employee?
What did Willy do in order to ascertain that he would conduct the training as
well as he should?
Try
Act
Wrap up
COPY & PASTE
Bizmates. (bow)
Biz Tip
Its important to
understand which
approach to take
depending on the
trainees level of
commitment and skill.

Try

1. Do you think its still too early for Willy to already train someone?
2. What are all the steps of the mentoring process according to Yasu?
3. What do you think of this mentoring process?
Act
Role play
Give advice to a colleague who has been asked to mentor someone.

Yasu: Willy, now that you are a report writing expert, Id like you to help
Cindy with the reports.
Willy: Me? But Im still new.
Yasu: Yes, youre still new and there are things you need to learn, but youre
our expert on the reports. You see, Cindys actually never received any
training on how to use the report system. So, Id like you to go over it
with her.
Willy: What approach should I take? Should I start with goal setting?
Yasu: Do you remember what I did with you?
Willy: Yeah, we set goals together.
Yasu: Before that, I spent a bit of time to get to know you. That was a very
important step, wasnt it?
Willy: Yeah, I remember. And then, we set specific goals. And you gave me
really specific instructions at first.
Yasu: Thats right. And when you lost confidence, I was a lot more supportive,
wasnt I?
Willy: Yes, you were. And then, you moved to a more participative approach.
Yasu: Thats right. Basically, I went from directing to coaching to supporting
and finally to delegating.
Willy: It all makes sense now. OK, Ill get to know Cindy first.
269
Level 3 - Rank D - Lesson 10: Review Test

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 10: Review Test
Part 1
Lesson 1: Understanding a mentoring model

Lesson 2: Building the relationship

We are going to review all the points you learned from Lesson 1 to 9.
Lesson 3: Setting training goals
3. Go through the list of tasks and have the student give you the key points of
what he/she has learned in each lesson.
L1: Understanding a mentoring model
L2: Building the relationship
L3: Setting training goals
L4: Directing
L5: Coaching
L6: Supporting
L7: Delegating
L8: Confirming training goals
L9: Giving advice on mentoring
Lesson 4: Directing
Part 2
4. Have some role play with the student based on the given scenario. Make the
conversation as interactive as possible.
Lesson 9: Giving advice on mentoring
Wrap up

If the student passes the REVIEW test, congratulate him/her and tell him/her
that he may go onto Lesson 11 next time.
If the student fails the REVIEW, tell the student which lessons he/she needs to
redo, and make note of it for the next trainer.
Part 1
COPY & PASTE

Bizmates. (bow)
Lesson 5: Coaching
Lesson 6: Supporting
Lesson 7: Delegating
Lesson 8: Confirming training goals
Part 2
Imagine that you have been asked to mentor a new employee

who will be your new assistant. Train your employee on a specific
task and give appropriate feedback (directing, coaching,
supporting, and delegating) as your trainee progresses through
the stages of development.
Then, give your colleague some advice on mentoring.
270
Level 3 - Rank D - Lesson 11: Understanding assertive communication

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 11: Understanding assertive
communication
Do you consider yourself to be assertive?
Do you think assertiveness is acceptable with everyone at the office?
See

Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
See
Biz Tip
Assertive communication
is not just about getting
what you want. Its a style
of communicating your
needs in an open and
honest way while
respecting others.
Biz Tip
is not a style that you use
all the time with everyone.
Be selective when you use
assertiveness.

Rick: Yasu, now that you have some mentoring experience, Id like you to
work on becoming a little more assertive.
Yasu: Do you mean I should be more aggressive in meetings?
Rick: No, aggressive and assertive are very different. Someone who is
assertive knows what he wants, is willing to ask for it, but respects the
rights of others.
Yasu: But assertiveness is not a common trait among Japanese. The
Japanese tend to be indirect and respect other peoples opinions.
Rick: I understand. However, being assertive means being direct while being
respectful. And to be an effective communicator in global business,
you need to be assertive sometimes.
Yasu: I dont know if I can change my personality.
Rick: Its true; some tend to be naturally more assertive than others.
However, assertive communication is a skill which can be learned.
Yasu: OK, Ill work on it.
Try

1. What is Ricks definition of assertive communication?
2. Why do you think Yasu seems to have some doubts on whether he can
become assertive?
3. Would you like to be more assertive?
Act
Role play
Explain what assertive communication is to your colleague.
271
Level 3 - Rank D - Lesson 12: Making your opinion sound positive

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 12: Making your opinion sound
positive
Biz Tip

Lets do a short test. Understanding assertive communication. (Have the student
explain what assertive communication is to a colleague.)
To be assertive, avoid
phrases, such as maybe
or might when giving
your opinion.
See
The student should explain that assertive communication a style of communicating

your needs in an open and honest way while respecting others. Its not a style to be
used with everyone.

Is it better to be positive or negative at work?
When you propose an idea, do you show confidence in it?
See
Biz Tip
Expressions like Its no
big deal. or Dont worry
about it. tells the other
person that its not an
important issue.

Did Yasu seem positive and confident about his idea?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Yasu: Frank, you might think this is silly, but I thought maybe it would be
good for our team to hold a welcome party for Willy.
Frank: Well, we didnt have one for you. Is it really necessary?
Yasu: No, its not necessary. I just thought it would be a nice thing to do.
Frank: Sure, but I think everyones too busy now. We can consider it when
things slow down a little.
Yasu: OK, its no big deal. Dont worry about it.
Bizmates style
Yasu: Frank, its been a month since Willy joined our team. I suggest that we
hold a welcome party for Willy.
Frank: Well, we didnt have one for you. Is it really necessary?
Yasu: Its not a matter of necessity. Its just that he still hasnt worked with
some of the people from our team. So, a welcome party would give
him a chance to get to know everyone better.
Frank: Sure, but I think everyones too busy now. We can consider it when
things slow down a little.
Yasu: In that case, Id be happy to coordinate it. Ill send out an e-mail with a
choice of dates and venues. And of course, itll only be for the people
who can attend.
Frank: OK, if its not too much trouble, Id appreciate it. Thank you, Yasu.
Try

1. Would you consider Yasus approach passive, aggressive, or assertive in the
first dialogue?
2. How confident was Yasu about his idea in the first dialogue?
3. How did Yasu make his idea sound positive in the second dialogue?
4. If your boss turned down your idea the first time, would you try to change
his mind?
Act
Role play
Assertively make a suggestion to your boss.
272
Level 3 - Rank D - Lesson 13: Using I statements

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 13: Using I statements
See
Biz Tip

Lets do a short test. Making your opinion sound positive. (Have the student
assertively make a suggestion to his/her boss.)
The student should assertively make his/her suggestion and avoid using phrases like,
maybe we should, or it might be a good idea to

Do you sometimes blame others for problems?
Is it better to just explain how you feel about a problem rather than blaming
others for it?
See
I statements allow us to
express how we feel and
what weve experienced,
whereas you or they
statements sound like you
are blaming others.
Biz Tip
By showing how you feel
instead of blaming others,
you are participating in
open and honest
communication.
Did Yasu explain how he felt or did he blame others?
Try
Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
Yasu: Im disappointed that I havent received a reply from anyone with their
choice of date and venue for the welcome party.
Frank: Did you put in a deadline to reply?
Yasu: No, I didnt think it was necessary because I usually reply to e-mails
within a couple of days.
Frank: Well, some people need to be reminded.
Yasu: OK, Ill send out a reminder to them right now.
Frank: And Yasu, take it easy, OK?
Yasu: I will. Its just that I feel upset when I dont get a quick reply to my emails because I cant move forward with my plans.

Possible answers:
I feel my boss doesnt appreciate the work I do.
I cant get my customer to listen to what I say.
I feel the new employee is
Act
Example
Yasu: Everyone is so slow with their responses. I sent out an e-mail asking
everyone to select a date and venue they would like for the welcome
party, but no one has replied.
Frank: Did you put in a deadline to reply?
Yasu: No, they should know that its common courtesy to reply within a
couple of days. They received it a week ago.
Frank: Well, some people need to be reminded.
Yasu: In that case, theyll all get a reminder from me right now.
Frank: And Yasu, take it easy, OK?
Yasu: I will. Its just that ignoring an e-mail is rude and unprofessional.
Try

1. How many I statements did Yasu use in the first dialogue?
2. How many I statements did Yasu use in the second dialogue?
3. How would you change the following statements into I statements:
My boss thinks Im incompetent.
This customer doesnt listen to what I say.
The new employee is...
Act
Role play
Tell your colleague about a concern you have at work. Use the following
format for your I statement:
I feel _______ when _____________ because _____________.

273
Level 3 - Rank D - Lesson 14: Taking responsibility

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 14: Taking responsibility
See
Biz Tip

Lets do a short test. Using I statements. (Have the student raise a concern at
his/her workplace.) The student should use the I statement format of:
I feel ____ when _____ because ____.
One way of being

assertive is to accept
responsibility for your
actions.

Why is it important to take responsibility for your actions?
What is the risk of blaming other people?
See
Biz Tip
Did Yasu take responsibility for his actions?
Dont feel that you need

to explain the reasons for
your decision. Sometimes
its enough just to accept
responsibility.
Try
Act
Wrap up
COPY & PASTE

Bizmates. (bow)
Example
Cindy: Who chose this restaurant for the welcome party?
Yasu: Well, Frank said that the restaurant had good food and their prices
were reasonable.
Cindy: Yeah, but its so far. Why couldnt we choose a closer restaurant?
Yasu: Well, the restaurant is close to where Willy lives. So, Jim thought it
would be fair to choose a place that was convenient for Willy since it is
his welcome party.
Cindy: Yeah, but I wanted to go to that other restaurant across the street.
Yasu: Yeah, I think thats a great place, but we have no choice but to follow
the others.
Bizmates style
Cindy: Who chose this restaurant for the welcome party?
Yasu: I did.
Cindy: But its so far. Why couldnt we choose a closer restaurant?
Yasu: Well, I collected feedback from everyone and decided that this restaurant
was the best choice.
Cindy: Yeah, but I wanted to go to that other restaurant across the street.
Yasu: Cindy, this time it was my responsibility to coordinate the party. Id be
happy for you to take over the role next time.

Try

1. Did Yasu take responsibility for choosing the restaurant in the first dialogue?
2. Who did Yasu blame in the first dialogue.
3. Why didnt Yasu mention that Frank suggested the restaurant in the second
dialogue?
Act
Role play
If you were Yasu, how would you respond to Cindys attitude?

274
Level 3 - Rank D - Lesson 15: Giving a Yes or No answer

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 15: Giving a Yes or No answer
Lets do a short test. Accepting responsibility. (Have the student tell you what
he/she would do if someone questioned your decision on something.)
The student should say he/she would explain that it was his/her responsibility to make
the decision. The student should also say that he may or may not explain the reason for
his decision depending on the situation.

Are there some people in your office who avoid giving a Yes or No answer?
See
Did Yasu avoid giving a Yes or No answer?
See
Biz Tip
To be assertive, you can
give a Yes answer, a
No answer, or request
for some time to decide.
Biz Tip
isnt just saying Yes or
No. In order to answer
with a Yes or No, you
need to have good reason.
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
Bizmates style
Jack: Hey Yasu? Im still not sure if I can make it to the party.
Do we have to give you an answer by today?
Yasu: Yes, please. I was going to make the reservation at 3PM today, but I
can wait till 6PM for you.
Jack: OK, Ill try to find out by 6PM. By the way, do I have to wear a suit to
the welcome party?
Yasu: Yes. Its a formal place.
Jack: Well, its my day off that day. So, Ill be coming from home.
Yasu: Oh really? I know its a hassle, but please wear a suit. Well all be in
suits.
Jack: OK, fair enough. Should I pay my share for Willys gift?
Yasu: Yes, thats 2500 yen please.
Try

1. Which questions did Yasu avoid giving a yes or no answer to in the first
dialogue?
2. Do you think Yasu was being rude when he gave direct answers to Jacks
questions in the second dialogue?
3. If you were Jack, which answers would you prefer from Yasu?
Act
Role play
If you were Yasu, how would you have handled Jacks questions?

Example
Jack: Hey Yasu? Im still not sure if I can make it to the party.
Do we have to give you an answer by today?
Yasu: Well, the sooner the better.
Jack: OK, Ill try to find out soon. By the way, do I have to wear a suit to the
welcome party?
Yasu: Ah why?
Jack: Well, its my day off that day. So, Ill be coming from home.
Yasu: Oh, I see. Well, the restaurant is kind of a formal place.
Jack: OK, so I wont be too casual. Should I pay my share for Willys gift?
Yasu: Ah, its up to you.
275
Level 3 - Rank D - Lesson 16: Partially agreeing

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 16: Partially agreeing
See
Biz Tip

Lets do a short test. Giving a Yes or No answer. (Have the student answer
questions about a company party that the student is organizing. When do I
need to let you know whether I can make it to the party or not? Can I wear
casual clothes? Should I pay you for the party now? )
Going head-to-head in an
argument where the other
person is attacking you is
not assertive
communication.
The student should give a direct Yes or No answer without sounding too rude.

Do you sometimes ask yourself what if before making a decision?
Is it sometimes necessary to avoid confrontation?
See
Biz Tip

Did Yasu effectively avoid confrontation with Cindy or did he go head-to-head?
One common technique in

assertive communication
is to partially agree with
someone who is attacking
you without apologizing
unless you feel that you
are at fault.
Try

Act

Possible answers:
That might be true, but I just want to make sure that I dont rush through it and
make mistakes.
There might be some mistakes, but I really needed to meet that deadline.
I know youre waiting for my reply, but please understand that I have other
priorities.
Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Cindy: I told you we shouldnt have come to this restaurant. The food is
terrible.
Yasu: No, its not. Its great food.
Cindy: Yasu, you dont know the value for money. There are so many other
great restaurants that have better food and lower prices.
Yasu: No, I dont care what you say. This restaurant is just fine.
Cindy: Well, thanks to your choice, this party is ruined.
Yasu: Youre just angry because I didnt pick the restaurant that you wanted
to go to.
Bizmates style
Cindy: I told you we shouldnt have come to this restaurant. The food is
terrible.
Yasu: I agree the food could be better, but for the price that were paying, its
not a bad deal.
Cindy: Yasu, you dont know the value for money. There are so many other
great restaurants that have better food and lower prices.
Yasu: Im sure there are many great restaurants out there, but out of the
three choices we had, I still think this was the best choice.
Cindy: Well, thanks to your choice, this party is ruined.
Yasu: Well, I agree the food could be better, but the purpose of this party is
to welcome Willy, and he seems to be having a good time. So, in that
sense, Im glad we had this party.
Try

1. Do you think Yasu was respectful of Cindys opinion in the first dialogue?
2. Do you think Yasu was respectful of Cindys opinion in the second
dialogue?
3. Would you have apologized to Cindy for selecting the restaurant?
4. What are some attacks that you have received from people?
Act
Role play
How would you respond to the following attacks from a colleague?
You work so slowly.
Your report has so many mistakes.
You are always the last person to reply to my e-mails.
276
Level 3 - Rank D - Lesson 17: Bringing up a problem

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 17: Bringing up a problem
See
Biz Tip

Lets do a short test. Partially agreeing. (Have the student respond to the
following comments using the partially agreeing technique. You work so
slowly.)
The student should say something like this, That might be true, but I just want to
make sure that I dont rush through it and make mistakes.
See
When bringing up a
problem in assertive
communication, show
empathy, state the
problem, and explain your
wants.

If you knew that a relationship with a colleague wasnt going very well, would
you bring it up with him/her?
Biz Tip

Was Yasu able to repair the damage to his relationship with Cindy?
Remember, assertive
communication is not
meant to be used all the
time with everyone.
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)

Example
Yasu: Cindy, do you have a minute?
Cindy: Yeah what?
Yasu: Youre not still angry about my selection of the restaurant, are you?
Cindy: No, I dont care about the restaurant. Im angry because you
completely ignored my opinion.
Yasu: Im sorry, Cindy. I should have listened to you more.
Cindy: Well, why didnt you?
Yasu: Well, I had to listen to everyone elses opinion, too.
Cindy: So, you listened to everyone elses but not mine?
Yasu: No, thats not what Im saying.
Bizmates style
Yasu: Cindy, do you have a minute?
Cindy: Yeah what?
Yasu: I know you were disappointed with my choice of the restaurant for
Willys welcome party, but I feel that our working relationship has
suffered since then. Id like us to be able to work together like we did
before.
Cindy: Im not angry with you. I just wish that you had listened to everyones
opinion.
Yasu: I know you really wanted to go to that Indian restaurant. It was my
responsibility to make a choice. And I felt that this was the best choice
this time. Anyway, lets go to that Indian restaurant for lunch.
Cindy: Sure.
Try

1. Do you think that Yasu should apologize to Cindy?
2. How did Yasu empathize with Cindy?
3. How did Yasu describe the problem?
4. What did Yasu say he wanted?
5. Have you ever had a problem like this with a colleague?
Act
Role play
Imagine that your relationship with a colleague has gone bad. How would you
approach your colleague to solve the issue?
277
Level 3 - Rank D - Lesson 18: Saying no

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 18: Saying no
See
Biz Tip

Lets do a short test. Bringing up a problem. (Have the student explain what
he/she would do if the relationship with a colleague had gone sour.)
The student should explain that he would show empathy, state his perception of the
problem, and explain what he/she wants.
As much as we hate to do
it, sometimes its
necessary to say no to
requests.

Have you ever turned down a request from your boss?
See
Biz Tip

Was Yasu able to turn down his boss request?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
When saying no, there

are some useful
techniques you can use,
such as buying time,
explaining your priorities,
and repeating your answer.

Example
Frank: Yasu, Id like to talk to you about a new project. Ive just e-mailed the
details to you. Could you have a look now?
Yasu: Oh, OK.
Frank: Basically, I need someone to do some research on a new Chinese
competitor thats entered our market. With your connections in the
Chinese office, I thought youd be the best person to do this.
Yasu: I dont know if Im the best person for this.
Frank: Sure you are. And if you have trouble, Ill give you the support you
need. Could you get started on it right away?
Yasu: But I have to deal with the new TNS contract we got last month.
Frank: You dont have to focus all your attention on the new project. You can
work on it slowly until you finish the TNS contract.
Yasu: OK, Ill do my best.
Bizmates style
Frank: Yasu, Id like to talk to you about a new project. Ive just e-mailed the
details to you. Could you have a look now?
Yasu: Im in the middle of something right now. Can I get back to you in a
couple of hours after Ive had a chance to look over the details?
Frank: Yeah sure.
(Two hours later.)
Frank: Yasu, have you had a chance to look over the details?
Yasu: Yes, I have, Frank. And I cant manage this project as I have to focus on
the TNS contract that we got last month.
Frank: You dont have to focus all your attention on the new project.
You can work on it slowly until you finish the TNS contract.
Yasu: No, I have to focus completely on the TNS contract.
Frank: Dont worry. The TNS contract can be your top priority. Just start on
the project slowly.
Yasu: No, I have to focus completely on the TNS contract.
Try

1. What did Yasu say to Frank to buy some time?
2. What did Yasu say to Frank to explain his priorities?
3. What did Yasu say to Frank to repeat his answer?
4. Have you ever been in a similar situation?
Act
Role play
Reject a request from someone at your company.
278
Level 3 - Rank D - Lesson 19: Giving advice on assertive communication

Warm up
COPY & PASTE

Today we will do Level 3 - Rank A - Lesson 19: Giving advice on assertive
communication
Lets do a short test. Saying no. (Have the student turn down a request to take
on a new project from his/her boss.)
The student should use some techniques to saying no, such as buying time, explaining
his/her priorities, and repeating his/her answer.

How familiar are you now with assertive communication?
See

What did you learn about assertive communication?
Try

Act

Wrap up
COPY & PASTE
Bizmates. (bow)
See
Biz Tip
helps you
feel good about yourself
achieve your goals
gain respect from others
Biz Tip
is not a style that you use
all the time with everyone.
Be selective when you use
assertiveness.

Willy: Yasu, I heard that you turned down Franks request to take on that new
project.
Yasu: Yeah, I had no choice. My priority was to make sure that the TNS
contract was successful. If I had accepted that project, I would have
run the risk of missing key deadlines.
Willy: I wish I could be more assertive like you.
Yasu: Well, you can. Assertive communication is a skill that you need to learn
and practice, just like any other communication skill.
Willy: If I could be more assertive, I would be able to say no to projects and
have less work to do.
Yasu: Assertive communication isnt about saying no to projects and doing
less work. Its a skill that allows you to effectively communicate both
positive and negative feelings in an open way while maintaining
respect for the other person.
Willy: But I sometimes lack the confidence to do that with some people.
Yasu: Thats completely natural. And I certainly wouldnt be assertive with
everyone about everything. You have to be careful how you use this
skill.
Willy: Well, can you give some basic tips on how to be more assertive?
Yasu: Sure, lets start with some basic points.
Try

1. What was Willys initial understanding of assertive communication?
2. What was Yasus definition of assertive communication?
3. What did Yasu tell Willy to be careful of when being assertive?
4. What are some other tips that Yasu could give to Willy about assertive
communication?
Act
Role play
Imagine that a colleague asks you about how to be more assertive. Give your
colleague some basic tips.
279
Level 3 - Rank D - Lesson 20: Rank up Test

Warm up
COPY & PASTE

Today we will do Level 3 - Rank D - Lesson 20: Rank up Test
Part 1
Lesson 11: Understanding assertive communication

Lesson 12: Making your opinion sound positive

We are going to review all the points you learned from Lesson 11 to 19.
Lesson 13: Using I statements
3. Have the student summarize what he/she has learned and ask some follow up
questions after each one.
L11: Understanding assertive communication
L12: Making your opinion sound positive
L13: Using I statements
L14: Taking responsibility
L15: Giving a Yes or No answer
L16: Partially agreeing
L17: Bringing up a problem
L18: Saying no
L19: Giving advice on assertive communication
Lesson 14: Taking responsibility
Part 2
4. Have some role play with the student based on the given scenario. Make the
conversation as interactive as possible.
Lesson 19: Giving advice on assertive communication
Wrap up

If the student passes the REVIEW test, congratulate him/her and tell him/her
that he may go onto Lesson 11 next time.
If the student fails the REVIEW, tell the student which lessons he/she needs to
redo, and make note of it for the next trainer.
Part 1
COPY & PASTE

Bizmates. (bow)
Lesson 15: Giving a Yes or No answer
Lesson 16: Partially agreeing

Lesson 17: Bringing up a problem
Lesson 18: Saying no
Part 2
Imagine that its been a month since a new employee joined your
department. Assertively recommend holding a welcome party for
him to your boss. If your boss is unwilling to accept your idea, you
can offer to coordinate the event.
280

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Level 3 - Rank D - Lesson 1: Understanding a mentoring model

1. Greet the student and introduce yourself if necessary.

5. Have the student answer the list of questions.

6. Complete the final activity.

COPY & PASTE

3. Read the dialogue together and ask some follow up questions.

7. Give the student feedback.

Last revision: 01/28/2016

Answer the questions.

Level 3 - Rank D - Lesson 2: Building the relationship

1. Greet the student and introduce yourself if necessary.

3. Reinforce the goal of the lesson by asking a few questions like:

6. Have the student answer the list of questions.

7. Complete the final activity.

8. Give the student feedback.

Last revision: 01/28/2016

Answer these questions.

Level 3 - Rank D - Lesson 3: Setting training goals

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

When starting a training

7. Have the student answer the list of questions.

8. Complete the final activity.

Answer these questions.

9. Give the student feedback.

Last revision: 01/28/2016

Level 3 - Rank D - Lesson 4: Directing

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

In the first stage of

7. Have the student go through the activity by giving his opinions.

8. Complete the final activity.

9. Give the student feedback.

Last revision: 01/28/2016

Answer these questions.

Level 3 - Rank D - Lesson 5: Coaching

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

In the second stage of

7. Have the student go through the activity by giving his opinions.

8. Complete the final activity.

Its a sensitive time for the

9. Give the student feedback.

Last revision: 01/28/2016

Answer these questions.

Level 3 - Rank D - Lesson 6: Supporting

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

In the third stage of

7. Have the student answer the list of questions.

Answer these questions.

8. Complete the final activity.

Last revision: 01/28/2016

Level 3 - Rank D - Lesson 7: Delegating

1. Greet the student and introduce yourself if necessary.

2. Test the student by saying:

3. Reinforce the goal of the lesson by asking a few questions like:

4. Read the dialogue together and ask some follow up questions.

In the fourth stage of