How do we sometimes create problems through our communication style?Give at least two examples of experiences that you have had in dealing with customer service providers who tried to sway you...

How do we sometimes create problems through our communication style?

Give at least two examples of experiences that you have had in dealing with customer service providers who tried to sway you through negative leading questions.

Expert Answers
lynnebh eNotes educator| Certified Educator

If you do some research on this, you will find that one's communication style may not be appropriate in all circumstances and that sometimes we must modify our styles. For example, you can communicate with others in a passive, aggressive or assertive way. Most experts agree that an aggressive style is rarely appropriate because it almost always puts a person on the defensive and the person either responds aggressively or passively, neither of which is helpful in solving a problem or reaching a consensus. The best way to achieve results in business communication is assertive-assertive, but many people have problems with responding assertively (which mantains respect of others). Assertiveness can be learned, however, and applied to communication.

Have you never had any experience with a customer service provider trying to sway you, perhaps when you were shopping? You are a young person, try to think of a time when someone may have been rude to you or condescending. For example:

Salesperson: Gosh, Miss. You aren't going to buy that cheap lipstick, are you? This $90 tube is a much more flattering color for you, wouldn't you agree?

Tech support: Don't you want me to solve your problem? I had to put you on hold for 30 minutes to speak with my supervisor. I'm sure you want me to find out the proper solution for your problem, don't you? There's no reason to report me for being rude.

Salesperson: You are not going to be happy with these jeans. They may cost less, but they don't hold up. Don't you want value for your money?

I'm sure you can think of some examples from your own experience. If not, ask your parents or relatives. I'm sure they could provide plenty! Good luck.