Effective communication in the workplace goes beyond just listening to what your customers and colleagues say. You also have to recognize how they express themselves and adapt your responses accordingly. Understanding different communication styles, as well as the way you communicate, can help you create meaningful connections through seamless conversational experiences. Our guide to workplace communication details different styles of communication, how to identify them, and actionable tips on how to adapt your style to specific situations in customer service. What is communication style? Types of communication styles in the workplace What is the preferred communication style? Communication styles example How to deal with different communication styles How to become an assertive communicator Improve communication with customers across channels How to identify your conversation style Tools to identify team communication styles How to identify your conversation style What is communication style? A communication style describes the different ways people communicate.
This includes verbal and non-verbal methods of communication, the words people use, their tone of voice, facial expressions, and body language. Recognizing cues and using the appropriate communication style can help you navigate tough conversations with coworkers and deal with difficult customers in challenging situations. 4 types of communication styles in the workplace There are four different types of communication styles: passive, passive-aggressive, aggressive, and assertive. Below is a description of each communication style and tips on how you can work with each Phone Number List type of communicator. 1. Passive communication Passive communicators don’t want to rock the boat, even if they have an opinion. They try to avoid conflict or confrontation and typically go with the flow. They’re afraid of rejection and are even apologetic when they’re not at fault. They prioritize the wants and needs of others over their own and may agree to things they don’t want to do to avoid having to say “no.” Passive communicators may use phrases like: “I’m fine with whatever the team decides.” “I don’t have an opinion on that.” “I don’t care one way or the other.
Passive-aggressive communication Similar to passive communicators, passive-aggressive communicators find it difficult to directly convey their true feelings. They often use sarcasm or backhanded compliments and may withdraw instead of asking for help in difficult situations. They often use nonverbal communication when irritated or dissatisfied, like sighing, annoyed body language, or silent treatment. Passive-aggressive communicators may use phrases like: “I’ll just take care of it.” “If you really want to.” “Per my last email.” 3. Aggressive communication Aggressive communicators are vocal about their moods and opinions, often using antagonistic, abrasive, or forceful language. During disagreements, these types of people often become defensive and talk over others. They prefer to control conversations, ignore input from their teammates, and intimidate others by maintaining intense eye contact. They can talk down to and insult others to put themselves in a position of power. Aggressive communicators may use phrases like: “I am right and you are wrong.” “Just do things my way.” “End of discussion.” 4. Assertive communication Assertive communicators are polite, direct, and honest. They can clearly and confidently express themselves and state their thoughts and feelings without fear or disrespect. They usually speak in a calm voice and maintain good eye contact in a face-to-face conversation.