Why does positive language usually tell more than negative language in business messages?
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Customer service is one of the most intangible yet desirable things in the world.You can’t actually hold ‘customer service’ in your hands, you can’t touch it; it has no expiration date, no hard or soft edges, and it has differing values to different people. One thing is certain, however, you certainly know when you don’t get it – don’t you? Customers invariably want to walk away feeling good about the recent transaction they have had with an organisation. Positive language is a first step in creating that sort of positive customer service experience. Accentuate the positive. Eliminate the negative.Sometimes, we have to deliver bad news to customers. While we can’t always give them what they want, we can be positive and nice in the way we say it! When delivering bad news, it may appear easier just to blurt out any old thing, but there are better ways to do it – ways that may only take a second or two longer to think about and then say to our customers. Positive language means telling a customer what you can do for them, rather than what you can’t. It is about seeing every transaction from the customer’s perspective and highlighting the benefits of a particular action to them. It is about replacing negative words and phrases and emphasising workable solutions which, in the end, is what customers care about most.
Here are some simple examples of swaps from negative to positive language:
Communicating in a positive way is also more likely to induce cooperation rather than argument or confrontation.
Enhance your professional development and computer skills with courses at Odyssey Training. Customers are now savvier than ever, with the ability to check up on anything you say or do with a flick of their smartphone. However, each customer also has a different definition of what ‘customer service’ means to them. Learn to understand the fundamental principles of excellent customer service delivery, whether you communicate with customers in person, on the phone or via email. Customer Service Exceeding Expectations 1 day course is available in face-to-face training or live online format. The language you use in any situation is so important in effectively conveying your message. Often employers look beyond a candidate’s skills, experience and qualifications to seek out positivity. This is particularly so in competitive markets where experience might be equal with many candidates who could ‘do the job’. In this case – the enthusiasm with which you tackle things provides a key advantage. If you think about your day-to-day interactions with people and how they make you feel, positive language can have a huge impact, and will usually create a far better impression than negative or even neutral language. How often does someone say “not too bad” when you ask how they are? The other day at the grocery store, I asked a young man how he was and he said “I’m fantastic! In fact, I’m always fantastic!” That left a great impression on me and provided me with an immediate insight into his mood and outlook on life. The difference between “not too bad” and “fantastic” is stark and can make a huge difference to the questioner’s impression of the person. Regardless of the situation, people feel automatically lifted when positive language is used over negative language. When employers are evaluating prospective candidates – beyond skills, experience, and qualifications, they seek out positive people. If all other aspects are equal, a candidate who demonstrates positivity and enthusiasm will usually have an advantage over one who is negative or disinterested. It demonstrates that the candidate would probably complete the job in an upbeat and cooperative manner. Many employers would prefer to provide some on-the-job training to an enthusiastic but less experienced worker than hire someone with the perfect background but a less than positive attitude. By using positive language and ensuring an upbeat attitude in interviews, with your colleagues, and your clients, you will set yourself up for success. In fact, it’s a critical factor in determining workplace success. Employers promote employees who not only produce results, but also motivate others in the workplace, and a positive approach can help with this. There are many ways to use positive language and demonstrate enthusiasm in the workplace. For example, in a job interview – discuss previous experiences and training in an upbeat manner, smile, sit up straight, and make eye contact. Once in the workplace – listen, learn, and try new things. Be proactive and offer to help others, or seek out new tasks or projects in your down time. In addition to using positive words in your everyday language, it’s worth being mindful of how you phrase things too. Positive language:
Negative language:
Try to use positive rather than negative language and stop yourself if negativity starts to creep in. Here’s some examples of how you can replace a negative phrase with a more positive one:
If you would like help with any aspect of your career, please see our range of Career Counselling Services. Psychometric Testing Services Australia Why does positive language usually tell more than negative language?Positive phrasing is easier to understand than negative. You can be more assertive and straightforward when you say what something is than when you try to express it by saying what it isn't. Here's one example: Negative phrasing: We are not used to such constant supervision.
Why is it important to use positive language in business messages?Whether you communicate verbally, or in written form, the language you use affects how the message is perceived. Using positive language can help to reduce conflict, improve communication, increase optimism in others and can portray the speaker/writer as credible and respectable.
What is positive language in business?Using positive language in customer service means telling your customers what you can do for them instead of what you can't. Positive language doesn't just tell the customer what can be done but also offers options and alternatives and is helpful and encouraging.
What is the difference between positive and negative language?Unlike restrictive, uninformative, and limiting negative language, positive language is informative, proactive, and helpful. Here's an overview of some of the most important differences between positive and negative language. Tells the recipient what not to do.
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