Page 10 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

The main characteristics of assertive communication are eye contact, body posture,
gestures, voice, timing and content.

2.3.2 Aggressive

It is the method of communicating the needs and desires without considering the
welfare of others. People using this style feel that their needs are more important that
others and always feel to win the needs.

It relies on threatening and bullying others to achieve their goals. People often use
fast and sharp gestures and feel that they contribute more than others and so they
deserve everything. It is a defensive, hostile and self-defeating style.

The person at the receiving end will lose respect for the aggressive person. Few
people will tend to fight back and become aggressive. But, this is not a good option
as it will sometimes lead to physical and verbal violence. People find difficult to
report any mistakes or problems to an aggressive person as they blow up which
leads to conflict and unhealthy relationships.

2.3.3 Passive

It is a style in which people avoid expressing their opinions or feelings out of fear and
thereby the person fails to identify and meet their needs. They consider themselves
as non-eligible to express their views. As a result, passive individuals do not respond
overtly and hence avoid anger-inducing situations.

People tend to speak in a soft and apologetic manner, allow other to interfere on
their rights and opinions. Hence, they establish very poor eye contact and improper
body language and postures. Often, people tend to take passive style people for
granted and achieve goals at the cost of them.

People using passive style will sometimes allow grievances and annoyances and
when they reach high tolerance, they are prone to explosive outbursts. However,
later they may feel shame, guilt and confusion. Sometimes a bit of aggression is
mixed in the behavior leading to passive-aggressive type of behavior.

2.3.4 Passive-aggressive

Passive-aggressive style involves being passive upfront but actually acting out anger
indirectly or behind the scenes. People with this style feel that they have no power.

People with this style are often indirectly aggressive, tricky, angry and complaining.
People pretend to be pleasant in front of others but become poisonous behind their
backs. Hence, they often fool people with their sweet voice.

6