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Common
Negative Language/Phrasing
If
you want to shift to more positive communication, the first task is to
identify and eliminate common negative phrasing. The following are quite
common, and should be avoided whenever possible.
1.
Expressions that suggest carelessness:
a)
You neglected to specify...
b) You failed to include...
c) You overlooked enclosing...
2.
Phrases that suggest the person is lying:
a)
You claim that...
b) You say that...
c) You state that...
3.
Expressions that imply that the recipient is not too bright:
a)
We cannot see how you...
b) We fail to understand...
c) We are at a loss to know...
4.
Demanding phrases that imply coercion/pressure:
a)
You should...
b) You ought to...
c) You must...
d) We must ask you to...
e) We must insist...
5. Phrases that might be interpreted as
sarcastic or patronizing:
a)
No doubt...
b) We will thank you to...
c) You understand, of course...
d) Please respond soon...
Positive
Phrasing
If
you are going to eliminate negative phrases, you will need to replace them
with more positive phrases conveying the same information. Given below are
just a few examples of positive phrasing.
1)
If you can send us [whatever], we can complete the process for you.
2) The information we have suggests that you have a different viewpoint on
this issue. Let us explain our perspective.
3) Might we suggest that you [suggestion].
4) One option open to you is [option].
5) We can help you to [whatever] if you can send us [whatever].
Conclusion
Negative
language conveys a poor image to customers, and those around us. Sometimes
it causes conflict and confrontation even where none is necessary or
desired. The first place to start using positive language is with written
material. Once you have developed the knack of writing positively, it will
be easier to change your spoken language to present a more positive tone.
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