What do you do if assertiveness is damaging your client relationships in the communication systems industry?

In the communication systems industry, where the exchange of information is paramount, assertiveness can sometimes cross the line and begin to harm client relationships. You might find yourself in a situation where your directness, meant to expedite processes and clarify requirements, is perceived as aggressive or insensitive. It's critical to strike a balance between being confident in your expertise and being receptive to your clients' perspectives and needs. As you navigate these waters, remember that effective communication is not just about conveying your message but also about fostering a collaborative environment where feedback is welcomed and respected.

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1 Recognize Signs

It's essential to recognize when assertiveness is becoming detrimental. You might notice clients becoming defensive, less responsive, or even withdrawing from interactions. These are signals that your communication style may be overwhelming rather than empowering. It's crucial to pay attention to these cues and adjust your approach accordingly. Reflect on your recent exchanges: Are there instances where you might have pushed too hard or dismissed a client's concerns? Acknowledging these moments is the first step towards recalibrating your assertiveness.

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Flavia Ferigatto Petrin 🏳️🌈

Gestora e Líder Farmacêutica | Criadora de Conteúdo | Especialista em Gestão de Pessoas e Acessibilidade, Diversidade e Inclusão | MBA em Comunicação e Marketing
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Recognizing the signs that assertiveness is harming customer relationships in the communications systems industry is crucial to improving customer experience (CX). By reflecting on past interactions, it is possible to identify times when the assertive approach may have been oppressive. By adjusting communication to be more responsive to customer concerns, you can strengthen relationships and improve CX.

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2 Seek Feedback

Actively seeking feedback is a powerful way to understand how your assertiveness affects client relationships. Encourage your clients to share their honest opinions about your interactions. This can be done through informal conversations or structured feedback sessions. By creating an open channel for dialogue, you demonstrate that you value their perspective and are committed to maintaining a positive working relationship. Listen attentively to what they have to say, and consider how you can incorporate their insights into your communication style.

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Flavia Ferigatto Petrin 🏳️🌈

Gestora e Líder Farmacêutica | Criadora de Conteúdo | Especialista em Gestão de Pessoas e Acessibilidade, Diversidade e Inclusão | MBA em Comunicação e Marketing
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Seeking feedback from customers about how your assertiveness affects the relationship is crucial to improving the customer experience (CX). By valuing their opinions and perspectives, you demonstrate a genuine commitment to understanding their needs. Plus, by incorporating customer insights into your communication style, you can adapt it to better meet each persona's individual expectations and preferences. This helps build stronger, more positive relationships, resulting in a personalized and satisfying experience for each customer.

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3 Adjust Approach

Once you've identified issues and gathered feedback, it's time to adjust your approach. This might involve softening your tone, being more patient, or providing more context during discussions. Remember that assertiveness doesn't mean insisting on your way; it's about clear, respectful communication. Find ways to express your expertise and opinions without overshadowing those of your clients. Aim for a partnership model where both parties contribute to the conversation equally, fostering mutual respect and understanding.

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Flavia Ferigatto Petrin 🏳️🌈

Gestora e Líder Farmacêutica | Criadora de Conteúdo | Especialista em Gestão de Pessoas e Acessibilidade, Diversidade e Inclusão | MBA em Comunicação e Marketing
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By adjusting your communications approach to be more responsive to your customers' needs, you are contributing to a more complete 360-degree customer journey. This means considering not just individual touchpoints, but also the entire customer experience throughout the customer lifecycle. By fostering a collaborative and respectful partnership, you are creating a more integrated journey where customers' needs and perspectives are valued in every interaction.

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4 Empathy Matters

Empathy is a critical component in recalibrating assertiveness. Try to understand the client's perspective and the pressures they may be facing. This understanding can inform how you present information and negotiate solutions. Empathy doesn't mean you have to agree with the client on everything, but it does mean acknowledging their feelings and viewpoints. By showing empathy, you build trust, which is crucial for a healthy client relationship.

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5 Practice Patience

Patience goes hand in hand with assertiveness. It allows you to give clients the time they need to articulate their thoughts and concerns without feeling rushed or dismissed. Practicing patience can prevent misunderstandings and foster a more inclusive environment. It's also important to be patient with yourself as you work on modifying your communication style. Change takes time, and it's okay to take incremental steps towards improvement.

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6 Continuous Learning

Lastly, view this as an opportunity for continuous learning. The communication systems industry is dynamic, and so are the skills needed to excel in it. Attend workshops, read relevant literature, or consider coaching to enhance your communication skills. Each client interaction is a chance to refine your approach and learn new ways to balance assertiveness with sensitivity. Keep evolving and adapting; it will not only benefit your client relationships but also contribute to your personal development.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if assertiveness is damaging your client relationships in the communication systems industry?

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1 Recognize Signs

2 Seek Feedback

3 Adjust Approach

4 Empathy Matters

5 Practice Patience

6 Continuous Learning

7 Here’s what else to consider

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