One Response

1. Positive Language
   How about a short session around the effective use of positive language? This would fit a mixed audience.

   Get them to think about how much negative language we hear all the time and the potential effect it has on us (eg when you ask someone how they are and they say “not too bad”, or when people serving you tell you what they can’t do, or all they can do is ….) Then move on to how you can change the words whilst still delivering the same message. For example, when telling a customer that you can’t do something, focus on what you can do, such as “I’ll speak to my manager who will need to authorise that”, rather than “I can’t authorise that without speaking to my manager”.

   I’m sure you’ll be able to think of personal examples to illustrate this. I’m happy to discuss off line if you want.

   All the best

   Jenny