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Understanding the 4 types of

communication styles in the workplace

Communication differences often cause confusion and frustration.

Learn how to identify and collaborate with each communication type in
the workplace and with customers.

Effective communication in the workplace goes beyond just listening to what your customers
and colleagues say. You also have to recognize how they express themselves and adapt your
responses accordingly. Understanding different communication styles, as well as the way you
communicate, can help you create meaningful connections through seamless conversational
experiences.

What is communication style?

A communication style describes the different ways people communicate. This includes verbal
and non-verbal methods of communication, the words people use, their tone of voice, facial
expressions, and body language.

Recognizing cues and using the appropriate communication style can help you navigate tough
conversations with coworkers and deal with difficult customers in challenging situations.
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4 types of communication styles in the workplace

There are four different types of communication styles: passive, passive-aggressive, aggressive,
and assertive. Below is a description of each communication style and tips on how you can work
with each type of communicator.

1. Passive communication

Passive communicators don’t want to rock the boat, even if they have an opinion. They try to
avoid conflict or confrontation and typically go with the flow. They’re afraid of rejection and are
even apologetic when they’re not at fault. They prioritize the wants and needs of others over
their own and may agree to things they don’t want to do to avoid having to say “no.”

Passive communicators may use phrases like:

 “I’m fine with whatever the team decides.”

 “I don’t have an opinion on that.”
 “I don’t care one way or the other.”

2. Passive-aggressive communication

Similar to passive communicators, passive-aggressive communicators find it difficult to directly

convey their true feelings. They often use sarcasm or backhanded compliments and may
withdraw instead of asking for help in difficult situations. They often use nonverbal
communication when irritated or dissatisfied, like sighing, annoyed body language, or silent
treatment.

Passive-aggressive communicators may use phrases like:

 “I’ll just take care of it.”

 “If you really want to.”
 “Per my last email.”

3. Aggressive communication

Aggressive communicators are vocal about their moods and opinions, often using antagonistic,
abrasive, or forceful language. During disagreements, these types of people often become
defensive and talk over others. They prefer to control conversations, ignore input from their
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teammates, and intimidate others by maintaining intense eye contact. They can talk down to and
insult others to put themselves in a position of power.

Aggressive communicators may use phrases like:

 “I am right and you are wrong.”

 “Just do things my way.”
 “End of discussion.”

4. Assertive communication

Assertive communicators are polite, direct, and honest. They can clearly and confidently express
themselves and state their thoughts and feelings without fear or disrespect. They usually speak in
a calm voice and maintain good eye contact in a face-to-face conversation.

Assertive communicators may use phrases like:

 “I understand your point, but have you considered …?”

 “I believe the best way to move forward is to …”
 “I like that idea, but a more effective approach could be to …”

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What is the preferred communication style?

Assertive communication is a preferred communication style when responding to customers and
coworkers and is often one of the most effective communication styles in leadership. It displays
empathy and active listening skills. You acknowledge the problem so people feel validated and
heard while clearly and confidently stating expectations.

If an assertive style doesn’t come naturally to you, don’t worry. There are ways to adjust your
communication patterns to connect better with customers and colleagues. According to the
experts, the best communication style depends on the situation and audience.
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“Every situation and audience can be very different. The key is listening and asking clarifying
questions, to ensure you and the audience are on the same page.”

While most people may prefer working with assertive communicators, certain situations may
benefit from passive or aggressive communication. For example:

 A passive communication style can be an asset to help team leaders avoid micromanaging
teams, especially those with a variety of personality types.
 An aggressive communication style can come in handy during negotiations or when
underperforming employees need motivation to improve.

Why is it important to understand different communication styles?

Understanding different styles of communication helps you navigate situations and communicate
more effectively. Experts believe that it is beneficial for businesses to have employees with
different communications.

When you know how to handle each communication type, you can create better interpersonal
relationships, build trust, and minimize conflicts with coworkers and customers. Good
communication also boosts morale and fosters a positive work environment internally, while
improving customer satisfaction and loyalty with your customers.

Communication styles example

Now that you have more background on the types of communication styles, let’s see how they
compare side by side in an example scenario.

Customer support scenario

An angry customer calls to complain about the email automation tool he just paid for. The
customer claims the tool is complicated and isn’t giving him the results he wants. While trying to
clarify his complaints, he becomes irritated and makes disparaging comments about you.

 Assertive response: “I’m sorry our tool doesn’t meet your standards, and I understand that
you’re dissatisfied. I can help resolve the issue more effectively if you speak calmly.”
 Passive response: “Let me transfer to someone who can help you better.”
 Passive-aggressive response: “That’s not my responsibility.”
 Aggressive response: “I’m trying to help you, but you’re not letting me speak.”
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How would you respond? Compare your response to the communication style examples above
and learn more about identifying your own personal style below.

How to deal with different communication styles

Dealing with different personal communication styles requires you to pivot your approach from
person to person, depending on an individual’s style. Becoming an expert in managing these
styles makes collaboration more effective, boosts productivity and efficiency, and builds better
relationships.

How to handle passive communicators

Dealing with passive communicators can be frustrating. Think about a time when you asked a
friend or partner where they want to eat dinner, and they simply say, “I don’t care.” They rarely
say what they’re truly thinking or feeling, often agreeing with dominant opinions or remaining a
neutral party, especially in difficult situations. Not expressing their true thoughts and feelings
can lead to pent-up resentment and miscommunication.

Because passive communicators may feel uncomfortable speaking up in group conversations, use
these tips to communicate with them more effectively:

 Be clear and concise so the passive communicator doesn’t have to translate subtle
messages.
 Engage with them in one-on-one settings, alleviating the stress of communicating in
groups.
 Be patient and create a safe space for them to communicate and express their thoughts,
feelings, and opinions without fear of judgment or negativity.

How to handle passive-aggressive communicators?

The passive-aggressive communication style is often subtle and indirect and can make for
uncomfortable situations in the workplace. Understanding the tendencies of passive-aggressive
communicators can help you identify when this type of communicator is feeling a certain way.
Reading their body language and tone of voice will alert you so you know how to approach
them.

These tips can help you communicate with them clearly and effectively.
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 Stay calm and avoid getting defensive.

 Use direct language that requires clear responses.
 Repeat their message to confirm you are understanding them correctly, but rephrase it in a
positive way.

How to handle aggressive communicators

These communicators have big personalities, and working with them consistently can be
challenging. It’s best to avoid matching their energy to keep communications from escalating.
It’s important to note that it’s never okay to tolerate abusive communication in the workplace. If
an aggressive person crosses the line, it’s okay to follow your company’s processes when
involving management.

These tips can help you manage the conversation peacefully and professionally.

 Avoid matching their energy by staying calm and assertive.

 Set boundaries with clear repercussions to keep them from crossing any lines.
 Define roles and responsibilities to keep everyone in their lane.

How to handle assertive communicators

In addition to being strong communicators, assertive speakers also excel at active listening. They
take the time to understand people with different viewpoints, which helps ease tension. Even
during a disagreement, assertive communicators listen without interrupting and acknowledge the
opinions of others before stating theirs. They also use “I” statements to avoid sounding
accusatory.

Play off the cues from this kind of communicator to create an effective conversational
experience. Here are a few additional tips to help enhance communication.

 Mirror their positivity and body language to create a better connection.

 Practice active listening and ask open-ended, engaging questions.
 Create a welcoming environment that encourages collaboration.

How to become an assertive communicator?

Among the top customer service skills and communication styles at work, assertive
communication is one that businesses look for. Because assertive communication is rooted in
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respect, compassion, and empathy, this type of communication makes it easier to connect with
customers and coworkers. It’s a healthy communication style that conveys high character and
professionalism.

Communicate more effectively with coworkers

As a support agent, you’ll be part of a bigger team. Using assertive communication with your
teammates helps you convey honesty and transparency, set boundaries, foster conflict resolution,
and navigate difficult conversations.

 Be solution-oriented: When having difficult conversations with a coworker, calmly and

confidently state your point. Remain solution-oriented, positive, and sensitive to the other
person’s point of view.
 Avoid hedging sentences: Ambiguous language can cause unnecessary confusion. Instead
of saying something like, “You should hear from me by the end of the day,” say
“I will reach out to you by the end of the day.”

Working remotely can present major communication challenges. For example, written
communication might be missing the right tone and sometimes can be misconstrued. More
talkative coworkers can dominate Zoom meetings and make it difficult for passive
communicators to contribute to the conversation.

How can you handle these different conversation styles while communicating virtually?

 Make your written communication clear: Much of remote communication is written. Be

clear and intentional when expressing your opinions over email or Slack.
 Engage confidently: It’s easy to disappear into the sea of faces on a Zoom call, so try to
stay visible by contributing to the discussion. Don’t interrupt or talk over others—and
when it’s your turn, speak confidently and look into the camera.

Clearly communicate with management

Being transparent and assertive with management can unlock a new level of communication. It
can help you avoid being taken advantage of and convey that you demand respect, even if you
are below them on the corporate ladder.
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 Learn to say no: Pushing back might seem rude, but it is sometimes necessary in order to
avoid burnout, work overload, or requests to work outside of business hours. Politely
express why you can’t take on a task or project, making sure to use “I” statements.
 Provide an alternative: When you can’t accommodate a request, provide an alternative
solution. For example: “My current workload doesn’t allow me to execute the quarterly
reports by Friday. Let’s shift other tasks into next week so we can prioritize the report.”
 Ask for what you want: Assertive communication can benefit you during salary
negotiations, asking for a promotion, or requesting time off. A passive approach won’t
stress to your manager what you want to achieve, and they may overlook your subtle
request without realizing it.