Page 19 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT

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Passiveness is a reluctance or inability to confidently express what you
think and feel.

Aggressive communication and behavior, whether direct or indirect,

results in a put-down of the other person, making them feel hurt,

defensive and humiliated. Aggressive behavior does not take the other

person’s goals or feelings into account. Only the aggressor’s goals are

met. This often generates bitterness and frustration. Aggression
intimidates, demeans and degrades another person. Just as in passivity,

men and women can be aggressive communicators.

Assertiveness is an alternative to the extremes of passiveness and

aggressiveness. It is being confident in expressing what you think, feel

and believe. Standing up for your rights while respecting the rights of

others. Assertion is rooted in respect: respect for yourself and for the

other person. People tend to cooperate when they are approached or

advised in a way that respects the needs of both parties. Assertive
communication frequently allows both persons to get what they want.

Assertive communication is what healthy communication is based on.

Relationship, whether personal or professional should strive to be good

communicators using assertiveness in a healthy way.