Here's how you can cultivate assertiveness in client-facing roles.

1 Understand Assertiveness

Assertiveness is often misunderstood as aggression, but it's actually about clear and respectful communication. To be assertive, you need to express your needs, opinions, and feelings in a way that's direct yet considerate of others. It's about standing up for yourself without trampling over others. In client relations, this means being able to say no when necessary, asking for what you need to do your job effectively, and being able to handle criticism without taking it personally or lashing out.

2 Set Clear Boundaries

Establishing clear boundaries with clients is essential for assertiveness. You need to know your limits and be able to communicate them. This includes defining the scope of work, availability, and response times. It also means being able to push back politely if a client's request goes beyond what was agreed upon. By setting these boundaries early on, you prevent misunderstandings and set the stage for a respectful professional relationship.

4 Communicate Clearly

Clear communication is the cornerstone of assertiveness in client relations. It involves being concise and specific in your language, avoiding jargon unless it's commonly understood, and ensuring that your non-verbal cues match your words. This reduces the chance of misinterpretation and helps build trust with clients. When you communicate clearly, you demonstrate confidence in your expertise and make it easier for clients to understand your perspective.

5 Embrace Feedback

Receiving feedback is an opportunity to demonstrate assertiveness. Instead of becoming defensive, view feedback as valuable information that can help you improve your service. Thank the client for their input and consider their perspective carefully. If you disagree with the feedback, explain your reasoning calmly and clearly. This approach shows that you're open to growth and value the client's experience.

6 Maintain Professionalism

Always maintain professionalism. Assertiveness should never come across as rudeness or insensitivity. Your goal is to foster a positive working relationship with the client, so it's important to remain courteous and respectful even when asserting your position. By maintaining professionalism, you ensure that assertiveness is received as a strength rather than a flaw, reinforcing the client's confidence in your abilities.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?