“Why are you late everyday? I have been watching you all week.” I asked my cleaning lady and she rather than offering me an explanation for her lack of punctuality, asked me to clear her dues and find another person to replace her.
What did I do wrong? I just enquired about her reasons for not coming on time and she so audaciously decided to quit. I had thought as her employer I could question her and she simply would tell me the reasons why she was coming later than her expected time. But no. To my utter astonishment she just resigned.
And I found myself wondering why did I lose my ultra precious, hard to replace worker in a jiffy? It didn’t take me too long to realize what mistake I had made in my seemingly harmless communication with her. I had been too aggressive in my questioning and passive aggressive in my complete approach. I actually didn’t ask her the reasons for her late comings but accused her of being irresponsible, unprofessional, unethical, complacent, slow and what all that usually makes a person late. And that hurt her. And she quit.
But I didn’t use any of these harsh accusations in my speech but it implied them. I forgot to remember that a female worker can be late because of an ill family member or worst a child, or because it was too hot outside and she came on foot not in a air conditioned car or cab. I didn’t think that she had too much work on her plate because she wasn’t privileged like me and probably just lacked time management skills.
I could have been little more empathizing and should have asked her if everything was alright. Yes, those were the words I should have said. “Come, sit here. Have a glass of cold water and tell me is everything alright in your household.” And then mention her regularly being late for work. I would have heard a sad but unhurt account of her hardships and a promise to be on time in future.
That day I forgot the lesson on the art of win win communication I learned more than a decade back and which I usually use in my personal and professional life. Many years back I attended a workshop on ‘Effective Communication’ and there was this one learning that I had appreciated and learned for life. But there have been a few times I have omitted the crucial lesson on win win communication style and have ended up losing people and even some great rapports.
What is the win win communication style? It is called assertiveness which means speaking your mind while at the same time not hurting anyone’s feelings. It means being confident and self assured but not aggressive. Assertiveness means being honest but not brutally honest and speaking the truth in a way that it hurts no one. That’s why it is the win win style of communicating.
To understand assertiveness better we need to understand all four styles of communication – aggressive, passive, passive aggressive and assertive.
Aggressive communication style is when we brutally say what we intend to say without any consideration to the needs or feelings of the other person. Your mother bought you a gift and you look at it and say that you didn’t like it at all. You are honest, you have voiced your opinion of the gift but you don’t care much about how she feels.
Aggressive people are good at communicating but do poorly at empathizing and caring about the other person. The outcomes of this communication style is win lose as they win but the other person loses in that interaction.
The second communication style is passive which is exactly opposite of aggressive style. Passive communicators do not say anything at all. They keep their thoughts and opinions to themselves because one they aren’t too good at communicating and second because they have consideration for others’ feelings. These people will except good and bad gifts, opinions, bullying, orders, suggestions, almost everything quietly without voicing their feelings and needs.
Passive communication leads to lose win outcomes as the passive person loses in the deal by not expressing her needs and preferences and the other party wins by default because there is no resistance offered.
Passive aggressive style is used by people who aren’t too good at communicating their feelings and also do not care about others. So they stay quiet and do not speak their minds initially but if the oppression goes on for more time they burst and blurt out all held up feelings and nullify all good done at first. They are passive first and then turn aggressive later.
Passive aggressive style is the lose lose style of communication because the person at first stayed quite and lost his chance and later expressed all held back frustration, malice and anguish breaking the other person’s heart and making him lose too.
Which is the worst style out of the three above explained outcomes? Aggressive, passive or passive aggressive.
Being aggressive and uncaring is bad as someone gets hurt in the process especially if the other party isn’t aggressive too. If both are aggressive then it’s the battle of giants and the place where they coexist is always a war zone. It’s like two lions living in a jungle situation but they can always learn to reach a mutually accepted agreement as well. Much peace doesn’t prevail in their relationships but do they care. And their self esteem definitely doesn’t get much beating too.
As per me passives are worse for many reasons. One they are dishonest. Being just habitually quiet even when the other person is wrong doesn’t help any cause. Rather it encourages the oppressor especially the aggressive one. Women in the previous generations led their tyrants on by simply not speaking their minds and remaining passive. For ages women have been considered unequal to men because they chose to keep mum and play subordinates to their dominant counterparts.
However good the motives are for staying mum they do not solve any noble purpose in the long run. Passives are always at the losing end because their needs and feelings are kept far behind those of others’. The world might be more peaceful because someone chooses to lose but it can’t be fair and just nonetheless. All the world changing resistances and revolutions have occurred to change the lot of long remained passives who we may sympathize with as poor victims but they chose to remain silent on their own account. The oppressed is as much to be blamed as the oppressor.
The worst are passive aggressive because they are at the end of complete lose lose outcomes. They bear with the unacceptable words and actions of others initially and lose their chance to speak up, offer any better perspectives and correct the course of action. They aren’t honest too and give the misimpression that the other person is right. They would seethe and sulk most of the time and then one day all hell breaks and they spit out their ill feelings and bring to ground whatever little good they had achieved by staying quiet.
Most bad relationships in the world are because people in those relationships are passive aggressive and because they are so their behavior is mostly unpredictable. You would wonder they were absolutely okay yesterday and what is that that triggered them today. They won’t be given credit for being quiet but would be amply criticized for their uproar. No one cares that the initial quietness was just their hesitation or inability to speak up and their later bombarding is because they can’t take it anymore. And the every few days blasting is always nasty and distasteful for all involved.
The worst passive aggressive behavior is passive on your face and aggressive behind your back. They are the most dishonest of the lot. Another type is passive to one and aggressive with another. In those cases an innocent, clueless person pays for the dominance of a third party.
Aggressive and passive styles still are still winning solutions for one of the parties and for even both in a few exceptional situations but being passive aggressive doesn’t help anyone because that person neither has courage and high self esteem nor he is empathetic. These people are only passing time without any concrete conscious and subconscious motives.
Ask yourself, “What is my communication style and what is of those around me?” Are you mostly winning arguments because someone very considerate is letting you win? Are you quiet because you care too much but is it costing you your self assuredness? Are you mostly angry and frustrated and the toxicity then finds its vent burning everything around you?
You can be a mix too. Passive with some and aggressive with few. Why? Because you care more for some and very little for few. So you win some and lose some moments in your life everyday.
If you wish to you can win all hearts around you. How? By learning and applying the fourth communication style of assertiveness. Speak your mind, express your needs and disagreements all the while not hurting anyone’s needs and feelings.
Sounds difficult but it is absolutely possible. It’s definitely not simple because it is an art. It is the art of communicating honestly but empathetically. It requires a clear awareness of self as well as others. It requires the use of maximum words spoken with utter carefulness. It requires being very mindful and in the moment. It requires the best of human characters and becoming assertive itself makes you a much better human.
Imagine being true to yourself as well as being liked and loved by those around you. Assertiveness is definitely not people pleasing because that involves dishonesty. Assertive speaks the truth but has the skill of not sounding it bitter. Assertiveness is a blessing that can take you to the heights of both your personal and professional relationships.
Losing my cleaning lady that day reminded me of the importance of the lesson learned long back. And it also reminded me that the lesson if forgotten causes pain. I am determined to consciously remain assertive in my future. I hope you too have made a similar resolve.
And if you are someone who needs help learning the art, don’t hesitate to ask someone to teach you the art of win win communication.