MANAGEMENT

Detailed explanation-1: -Positive language makes the listener feel good. They feel heard, helped, and justified. At the same time, negative language makes the listener feel ‘taken for granted’ and criticized. The positive language leaves a conversation open for more interaction, whereas negative language quickly shuts it down.

Detailed explanation-2: -Positive Phrases for Acknowledging the Customer “I realize that this situation is difficult, but let’s try and find a solution.” “I would feel the same in your situation, but we will sort this out…” “I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.”

Detailed explanation-3: -Positive language is informative, proactive and helpful. An example would be informing a new starter how to do something correctly rather than telling them they’ve done something wrong. This example is proactive, encouraging, reassuring and kind. Just the kind of language we like to hear.