A short YouTube clip by Raele Altano demonstrating four communication styles encountered while holiday shopping. The video presents four brief role-play lines (showing differences in tone, word choice, and escalation tactics—passive, passive-aggressive, aggressive, and assertive) around a coupon/price disagreement, then prompts viewers to notice differences and consider which style resonates or could be adjusted.
Chapters
Here are the four communication styles negotiating when holiday shopping. Okay, so that's the best you can do? I thought I heard you offer a better price to the other customer, but I probably just misheard them. Okay, happy to pay full price. What's the total? I mean, I guess if that's the best you can do, that's fine. I may just leave a Google review, though, and let people know that this location doesn't honor their offers. Oh, no, no, no. This is completely unacceptable. I came in here specifically to use this coupon. Otherwise I wouldn't even be shopping in this store. I'm not leaving until my discount is honored. I think you can do a little bit better on the price and honor the discount that I initially had. With that said, I understand that this might be out of your hands. So is there a manager or somebody else that I could speak to that might be able to assist me with this? Do you hear the difference in tone, word choices, and overall language and communication among these four styles? Which one resonates with you and where? Do you think you or someone you know might be able to make some tweaks? Hope these examples were helpful.
