Customer Flexibilty and Types of Assertion

Customer Flexibilty and Types of Assertion

Air behaviour is about getting things right.
A person with this preferred style of behaviour focuses on: –

  • Detail and accuracy
  • Analysing information
  • Time to make decisions
  • The task rather than personal communication
  • Efficiency and productivity
  • Meeting targets and deadlines

Earth behaviour is about getting things done.
A person with this preferred style of behaviour focuses on: –

  • Taking action and being in control
  • Being assertive and forthright
  • Keeping communication short and brief
  • Strongly influencing decisions
  • The ‘bigger picture’
  • Achieving goals

Water behaviour is about getting on with others.
A person with this preferred style of behaviour focuses on: –

  • Approval and trusting relationships
  • An atmosphere that is friendly and warm
  • Seeing another person’s point of view
  • Discussing issues fully
  • Listening and being attentive
  • Being supportive and sensitive

Fire behaviour is about feeling appreciated.
A person with this preferred style of behaviour focuses on: –

  • Getting attention from others
  • Enjoying the service process
  • Being relaxed and sociable
  • Getting others to listen to their ideas
  • Persuading others to see their point of view
  • Self-expression and being listened to

Types of assertion

Basic
A straightforward statement that stands up for your rights by making clear your needs, wants, beliefs, opinions or feelings.

Empathetic
A behaviour that contains an element of empathy as well as a statement of needs and wants.

Responsive
A behaviour the aims to find out where the other person stands, their needs, wants, opinions and feelings.

Discrepancy
A statement that points out the difference between what has previously been agreed, and what is actually happening or about to happen.

Negative Feelings
A statement that draws the attention of another person to the undesirable effect that their behaviour is having on you. It can contain the following elements:

  • When..
  • The effects are….
  • I feel…
  • I’d like…

Consequence
A statement that informs the other person of the consequences for them of not changing their behaviour, also giving them an opportunity to change their behaviour.

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