Understanding Assertive Communication

What are the three tones of communication discussed in the video?

• Calm, loud, and assertive

• Soft, harsh, and neutral

• Passive, aggressive, and assertive

• Friendly, hostile, and indifferent

What is the key aspect of assertiveness according to the video?

• Always agreeing with the customer

• Saying what you mean, meaning what you say, without being mean

• Being aggressive to get your point across

• Avoiding confrontation at all costs

In the toddler scenario, which tone is most effective in preventing the toddler from going into the street?

• Aggressive

• Indifferent

• Passive

• Assertive

Why is being aggressive not recommended when communicating with customers?

• It is the only way to be heard

• It is too weak and ineffective

• It might work but can be too harsh and damaging

• It is the best way to ensure compliance

What is the main goal of using an assertive tone with customers?

• To dominate the conversation

• To avoid any form of disagreement

• To ensure the customer feels inferior

• To foster trust and have your word accepted as final

How does assertive communication affect customer interactions?

• It results in customers feeling ignored

• It causes confusion and misunderstanding

• It leads to more customer complaints

• It makes customers more likely to accept your word as final

What should you do when you cannot fulfill a customer's request due to regulations?

• Ignore the regulations and fulfill the request

• Be passive and hope the customer understands

• Cite the regulation and explain assertively

• Apologize and offer a discount

In the insurance agent example, what is the assertive way to handle the situation?

• Offer a discount on future services

• Ignore the customer's request

• Explain the state regulation and the need to pay fees

• Apologize and waive the fees

What is a common issue customers face with expired contact lens prescriptions?

• They want a refund

• They believe their vision hasn't changed

• They prefer a different brand

• They want a longer expiration period

What is the benefit of being assertive in communication?

• It allows you to ignore customer needs

• It ensures your word is taken seriously

• It helps in avoiding conflicts

• It makes you appear more aggressive