Assertive Communication Training

Assertive Communication

What is Assertiveness? It is the quality of being self-assured and confident without being aggressive.  It is a learnable skill and mode of communication.

Passive and Aggressive Behavior Passive communication Is a form of expression that is ineffective Passive communicators are generally afraid of confrontation and do not feel they have the right to make their wishes and desires known. It can lead to feelings of anxiety, anger, depression and helplessness Examples: Passive communication usually involves vague requests for help, such as, “I wish the house were tidier for our guests this evening”.

Passive and Aggressive Behavior Aggressive Communication Is a method of expressing needs and desires that do not take in to account the welfare of others Aggressive communicators are generally perceived as selfish and unwilling to compromise. It is usually linked to a desire to hurt others or exact revenge, or may reflect poor emotional development. Examples: Aggressive communication usually attacks the other person instead of expressing a need: "You never spend any time with me" versus "I need to spend more time with you"

Assertive Communication Is the straightforward and open expression of your needs, desires, thoughts and feelings It involves advocating for your own needs while still considering and respecting the needs of others Examples: Assertive communication involves the use of "I" statements, such as "I need some help preparing dinner for our guests this evening." As mentioned earlier, customer service means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back. Good customer service means much more - it means continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.

Passive Assertive Aggressive General Attitude Voice Eyes Body Posture Not saying much but hoping someone will guess what you want. Looking like you don’t mean what you say. Willing to lose. Paying close attention to what is being said Assured manner Showing concern and strength Seeking fairness Exaggerated show of strength Sarcastic style Air of superiority Need to win Voice Weak, hesitant, soft, rising inflection at end of statements. Firm, warm, well modulated, relaxed Tense, loud, cold, shrill, "deadly" Eyes Downcast, pleading, teary, looking away Making eye contact but not staring Narrowed, cold staring Expressionless, as though looking through you Body Posture Stooped, head down Excessive nodding in agreement Well balanced, straight on Erect and relaxed Stiff and rigid Feet apart May cross arms or have hands on hips Hands Fidgety Clammy Relaxed gestures Finger pointing Clenched fists Abrupt movements

Let’s PRACTICE how to become ASSERTIVE! Instructions: Improve the tragic words and phrases that we shouldn't say to a customer.

Tragic words and phrases that we shouldn't say to a customer “Gaya po ng sinabi ko kanina..” “Ma’am, makinig po muna kayo.” “Relax lang po.” “Tulungan ko nalang po kayo.” “Sige po ma’am i-escalate nalang po ito. ” “Sige po ma’am, meron pa po ba?” “Parehas lang din po ang sasabihin ng supervisor ko sa inyo.” “Uulitin ko po, sir.” “Sigurado po ba kayo na nakapag padala na yung shipper nyo?” “Sir, na-check nyo na po ba ito sa website? Kanina pa po siya na deliver.” “Wait lang po, nagha-hang lang yung system namin.” “Ma’am, hindi po kasi na-escalate ng unang nakausap nyo, pero ako nalang po ang mag-fo-follow-up nito.” “Nakikita ko naman po dito sa system na naka out for delivery na po yung shipment. Pero ma’am, di ko po ma-co-commit na ma-de-deliver po ito today.” “Kayo po bahala kung i-co-complain nyo po ako, nasa sa-inyo naman po yan.” “Yung delivery team kasi po namin, hindi maaasahan.”

Top 25 Positive Words and Phrases Definitely Surely Absolutely Certainly Fantastic Example Use: “I definitely will make sure that it gets sorted…” “You will surely be able to enjoy…” “I absolutely agree…” “I can certainly help you…” “That is a fantastic alternative…” http://www.callcentrehelper.com/the-top-25-positive-words-and-phrases-1847.htm

Top 25 Positive Words and Phrases Everyday phrases It is your job to make the customer feel at ease from the minute you say “hello”. These phrases will help to reassure your customer that you are the life-saving, sympathetic ear that they hoped for. “Rest assured Mr……” “I do understand the inconvenience you have faced……” “I will be more than glad / happy to assist you….” “I completely understand the reason why / your situation….” “I will ensure that…” “What I will do for you right away is……” “I assure you I will try my best…..” “What I can do for you right now is ….” “I’m sorry for the inconvenience that you have faced, what I can do for you is ….”

Top 25 Positive Words and Phrases Advise… don’t patronise It can be difficult to tell a customer what they need to do without coming across as patronising. Yet incorporating these phrases into your vocabulary can help you to overcome this and create a more positive customer experience. “I would suggest / I recommend…..” “To avoid a similar inconvenience in future I request you to….” pa·tron·ize ˈpātrəˌnīz,ˈpatrəˌnīz/ verb gerund or present participle: patronising 1. treat with an apparent kindness that betrays a feeling of superiority.

Top 25 Positive Words and Phrases From A to B with a smile When giving out over-the-phone instructions, it is your job to make the process as easy as possible. Try weaving the following phrases into your conversation to help your customer get from A to B with a smile on their face. “All you need to do is to just….” “A simple way / method to change it will be to…..” “As soon as you receive…”

Top 25 Positive Words and Phrases Smooth Selling Whilst dealing with a customer complaint, it may also be part of your job to sell up other areas of the business. Here are some useful phrases to help you seal the deal. “You will ONLY be charged…..” “We have a variety of …..’ “It’s a wonderful service where instead of _______, you can ____________ …..’ “This is the best plan/scheme for your requirements…..’ “For just £_____. …you can…..” “For Special customers like you…..”

Customer’s Actual Testimony for our Agent’s Exemplary Service “Si _______, I really like magkaroon sya ng commendation. Na uy good job! Yung irate na tao kinommend ka pa sa simpleng tone of voice lang parang naramdaman nya na tutulungan mo siya, ganon. Is it okay for that suggestion na kahit tap mo lang balikat nya. O diba kahit hanggang ngayon naalala ko pa name nya. Parang ikaw yung voice mo .Kahit isang beses lang na makausap kita naramdaman ko agad na willing ka to help. Gusto ko sana mag irate pero naramdaman ko na willing ka to help. Pasensya na talaga sa time. Thank you for today, nappreciate ko lahat ng ginawa mo.”

Customer’s Actual Testimony for our Agent’s Exemplary Service “_________ is good, he is doing his job well. He is very helpful. The tone of his voice is very accommodating. He knows what he's doing, not interrupting when I speak. I like the way he talks, he's very helpful.”

“The biggest difference between being assertive and being aggressive is how your words and behaviors affect the rights and well being of others.” - Sharon Anthony Bower