Show
The differences between communication styles often cause a lot of undue stress. Here's how to navigate them and create stronger relationships with both coworkers and customers. Published May 5, 2021 As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. You also have to recognize how they’re expressing themselves and adapt your responses accordingly. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike. After all, the ways in which you communicate with others gives you the power to create meaningful connections. Using the appropriate communication style to navigate difficult conversations can make the difference between satisfied customers or coworkers and people walking out of the door. In this guide, you’ll learn about the most common communication styles, how to identify them, and actionable tips on how to adapt your style to specific situations in customer service. The 5 workplace communication stylesThere are five major types of communication styles: assertive, aggressive, passive, passive-aggressive, and manipulative. The assertive style is considered the most effective and healthy way to express yourself in a professional setting, no matter the circumstance. Read on to find out why. 1. The assertive communicator: straightforward and tactfulAssertive communicators are polite, direct, and honest. They can clearly and confidently express themselves, stating their thoughts and feelings without fear or disrespect. They usually speak in a calm voice and maintain eye contact in a face-to-face conversation, too. They’re not only great at communicating, but also at listening. They take the time to understand people with different viewpoints, which helps ease tension. Even during a disagreement, assertive communicators listen to you without interrupting and acknowledge your opinion before moving on to state theirs. They also use “I” statements to avoid sounding accusatory. Assertive communicators may use phrases like:
2. The aggressive communicator: bold and brashAggressive communicators are very vocal about their moods and opinions, often using antagonistic language to express themselves. Finding a middle ground with aggressive communicators can be challenging. In disagreements, these types of communicators often become defensive and talk over others. Unlike assertive communicators, they are less likely to listen to the opinions of others. Aggressive communicators may use phrases like:
3. The passive communicator: meek and avoidantPassive communicators are afraid to rock the boat. They’re so scared of conflict or confrontation that they avoid expressing their opinions and needs. Unlike aggressive communicators, they’re apologetic even when they’re not at fault. Passive communicators may say self-deprecating things about themselves, too. Dealing with passive communicators can be frustrating. They rarely say what they’re thinking or feeling, and in difficult conversations, they agree with the dominant opinions or take the easier route by choosing not to take sides. But below their placidity lies frustration from their needs not being met, leading to pent-up resentment and miscommunication. Passive communicators may use phrases like:
4. The passive-aggressive communicator: underhanded and sarcasticSimilar to passive communicators, passive-aggressive communicators find it difficult to reveal their true feelings. They use sarcasm as a tool to avoid confrontation. They also tend to withdraw instead of asking for help in difficult situations. Because they don’t assert themselves, passive-aggressive communicators express themselves in subtle and indirect ways, like missing a meeting to avoid a certain team member. When they do speak out, they typically brush off issues instead of addressing them. Passive-aggressive communicators may use phrases like:
5. The manipulative communicator: clever and cunningManipulative communicators use their words to influence people—often in a negative way. They’re not always honest about what they’re thinking or how they’re feeling, either. When confronted with a difficult situation, they typically resort to using criticism or condescending comments as a way out. They prefer to remain in control of conversations at all times. Manipulative communicators use phrases like:
Identify your communication styleCommunication is a two-way street. Aside from knowing how to recognize the different communication styles, you must also have an understanding of how you tend to communicate with others. Identifying your communication style can help you improve the quality of your connections with team members and customers. Read the following customer support scenario and think about how you’d respond: An angry customer calls in to complain about the email automation tool he just paid for. The customer claims the tool is complicated and isn’t giving him the results he wants. While trying to clarify his complaints, he becomes more distressed and makes disparaging comments about you. Take a moment to consider how you’d react before reading further. Compare your response to those that are typical of each communication style to see which you one tend to use.
The assertive communication style is recommended when responding to customers—whether they’re angry or calm—because it shows you’re an empathetic and active listener. You acknowledge the problem so customers feel validated and heard while also clearly and confidently stating expectations. If the assertive style doesn’t come naturally to you, don’t worry. There are ways to adjust your aggressive, passive-aggressive, passive, or manipulative patterns to communicate better with customers and colleagues alike. Agent experience guideSet customer support agents up for success. Ways to improve your communication style with customers across channelsIn most cases, you want to be assertive with customers—meaning, you want to be empathic but still direct. Assertive communication might look a little different depending on the channel you’re using. How to be assertive over the phoneWhen communicating with customers over the phone, you must be good at thinking on your feet to form an appropriate response. Knee-jerk reactions and angry replies will only make things worse. Here are a few tips on how to speak assertively during a phone conversation:
How to be assertive on live chatCommunicating assertively via live chat requires strong writing skills. Author Leslie O’Flahavan provides some advice on how support agents can improve their writing in Clear, Correct, Concise Email: A Writing Workbook for Customer Service Agents.
How to be assertive via emailAn email can easily come off as cold if the sender hasn’t framed the message thoughtfully. Empathize with your recipient and choose clear, compelling language to write an email that makes the customer feel understood and valued. Sending a prompt response can also go a long way in soothing an angry customer.
How to be assertive on social mediaAll customer interactions on social media have to be handled with extra care because the conversations are usually public. One wrong move can spiral into a social media firestorm. Protect your brand’s reputation by following these tips:
How to be assertive in personUnlike communicating online, communicating assertively with customers in person requires you to convey confidence through both non-verbal and verbal cues.
Ways to communicate more effectively with coworkersAs a support agent, you’ll be part of a bigger team working for a contact center, and (just like with customers) you’ll want to communicate assertively with colleagues. Using assertive communication helps you appear honest and transparent, set boundaries, handle conflict, and navigate difficult conversations. How to be assertive at workStanding up for yourself and setting boundaries in the workplace might be uncomfortable, but this is an important part of assertive communication. The key is keeping your emotions in check during thorny in-person conversations.
How to be assertive when working remotelyWorking remotely can present major challenges, particularly when it comes to communication. While working outside of the office, it’s easier for passive-aggressive and manipulative communicators to include negative and harmful comments in an email or Slack message. Aggressive colleagues tend to dominate Zoom meetings, making it harder for passive communicators to contribute to discussions. So, how do you handle these different styles while communicating virtually?
Gather the tools you need to be an effective communicatorAn assertive communication style is preferred in all types of situations and can help you improve your workplace relationships. But to make your interactions even smoother, it’s also important to understand the communication style of others, especially those of your customers—you don’t want to lose a loyal customer because of a communication breakdown. Learning how customers interact with your business can help you respond to them in a more appropriate and effective manner. To enhance conversations and create stronger connections with your customers, use CX software like Zendesk Suite. Zendesk not only makes things easy on your customers, but also sets customer service teams up for success. Agents can access a customer’s history, data, and insights while assisting them on any support channel—empowering them to personalize each interaction. Agent experience guideSet customer support agents up for success. Agent experience guideSet customer support agents up for success. See how Which communication style is key to successful interpersonal relationships?Assertive. Thought to be the most effective form of communication, the assertive communication style features an open communication link while not being overbearing. Assertive communicators can express their own needs, desires, ideas and feelings, while also considering the needs of others.
What are the 4 types of communication?After reading this guide, you will better understand the four main types of communication: Verbal, non-verbal, written, and visual. You will be able to use this information to improve your own communication and make sure that you are promoting effective communication skills within your organisation.
What is the most common type of communication?Let's start with verbal communication, which is the most common form of communication.
What are the 3 main types of communication?When communication occurs, it typically happens in one of three ways: verbal, nonverbal and visual. People very often take communication for granted. Communicators constantly exchange information, meaning people always seem to be either receiving or giving information.
|