Positive language, an upbeat tone and personal energy should always be part of a communicator’s toolbox. Often it seems easy to write or speak the negativity that surrounds us—certainly people are used to hearing about, reading or participating in the “downers” of society. News stories, radio programs, day-to-day conversations or gossip are proof. However, choosing to focus on positive words enhances reputation.
Even in a “bad news” letter, one can move the recipient to neutral by ending the letter with what the company can do for the individual. A sales associate may want to tell a customer, “That’s not my job”; however, a simple “I’ll find someone else who can assist you” would be so much more effective.During contract negotiations, when a client has a limited budget, it is always advantageous to say what can be done within that dollar amount, and work from there. There are words and then there are words. Either way, word choice makes a person memorable.
Long story, short: Create a positive encounter.
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