For some frontline people, in an effort to be friendly or nice, they give up assertiveness. Assertiveness is a way of thinking and behaving that allows a person to stand up for his or her rights while respecting the rights of others, in a nurturing and non-emotional way. You may have encountered a customer who is nonassertive in either a passive way or an aggressive way. They simply don’t have an effective way to get their needs met.
Here’s an example: John approaches Mary’s desk and asks: ‘Would you finish these reports for me? I hate doing them and you’re so good at it.’ Mary’s desk is already laden with her own reports to finish, but she feels she can’t say ‘no’. Even if it means she’ll be hours late leaving tonight, she says a meek ‘okay’. She feels victimized and unhappy about the situation and builds resentment.
Understanding and asserting your right to draw boundaries around what you will, and will not, allow is a critical skill when dealing with others (both internal partners and external customers). Learning how to assert yourself in a way that is nurturing and relationship-building, is a skill that frontline people must develop.
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