Communication Styles Essay

891 WordsSep 5, 20144 Pages
Communication Styles Shaquanna Reddick Customer Service AB221-01 Professor Robin Argo Kaplan University August 5, 2014 The Impact of Communication Styles on Customer Services There are four basic styles of communication that can have an impact on customer service. In the article “Assertiveness and the Four Styles of Communication” written by licensed clinical professional counselor Carl Benedict (2014), it speaks about passive, aggressive, passive-aggressive and assertive communication. Based on the article I will be able to define the different styles of communication and give an example on how it can impact customer service. Passive Communication is a style in which individuals have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs. Passive communication is usually born of low self-esteem. An impact of passive communication will make a person frequently feel miserable because they feel trapped and hopeless. Aggressive communication is a style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others. Thus, aggressive communicators are verbally and/or physically abusive. Aggressive communication is born of low self-esteem (often caused by past physical and/or emotional abuse), unhealed emotional wounds, and feelings of powerlessness. An impact of aggressive communication is that an individual will always blame others instead of owning their issues, and therefore are not capable to mature. Passive-Aggressive Communication is a style in which individuals appear passive on the surface but are really acting out anger in a subtle, indirect, or behind-the-scenes way. An impact of passive-aggressive communication an individual may become alienated from those around them. They will most likely mutter

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