101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 11. Power Up: Assertiveness

Do you feel that others take advantage of you? Or are you aggressive, meeting your own needs at the expense of others? Do you think you express your thoughts, feelings, and beliefs in a direct, honest, and appropriate way? An assertive person effectively influences, listens, and negotiates so that others choose to cooperate willingly. Being assertive is one of the most important skills you can have. In your daily work communication, you need to be assertive when handling complaints, selling, negotiating, motivating, or delegating.

Directions: Consider the following statements and check the answer that describes your behavior in MOST situations.

	YES	NO
Others find it easy to take advantage of me.	______	______
I hesitate to speak up for fear others might consider me aggressive.	______	______
I sound as though I am asking a question when I am making a statement.	______	______
I preface my comments with disclaimers such as “I may be wrong” or “This might be a stupid question, but . . .”	______	______
I say too much and give too many details when I explain something.	______	______
I accept what I’m offered even when it’s not what I wanted or expected.	______	______
I avoid saying things I feel in order to keep the peace.	______	______
I downplay compliments when I receive them.	______	______
I allow myself to be pressured into making snap decisions.	______	______
I say yes when I want to say no.	______	______
I feel the need to invent excuses when I say no.	______	______
I remain silent ...