"Sticks and stones may break my bones, but names can never harm me." Well, we all now know that's not true, is it? If it was, the phrase "The pen is mightier than the sword" would never have been uttered. The power of the the words we use have tremendous impact on us and our relationships both public and private. In sales and service environments, we use words to solve problems and generate postive outcomes. If you conduct your business primarily by phone, your words have an even greater impact.
In the three legged communications stool that is telephone sales and service, words are the first area we tend to examine. But all too often, when we are actually speaking with someone we speak without thinking about the consequences.
Words can empower and words can destroy. Words create images in the minds of those that hear them. Very often, people overlook the advantage that the correct words can give. How we deliver our message makes a difference in our results.
When speaking to someone, we should be aware of the impact that our words have. How do we want our message perceived? To consider how our meaning is understood, let's talk about the ways we can convey our message. There are three ways to say anything to anyone: positively, negatively and neutrally. These three terms are the keys to your success. We can say the same thing but by using different words, we get different response. In how we position ourselves, our statements can literally change the way people respond to us.
A great example of this concept is using a box of donuts. For instance, if I say to you, "You don't want a donut, do you?" chances are that you will say "no". I've set you up to say this. By using a negative, I've guaranteed that you will respond in kind.
On the other hand, if I ask you, "Do you want a donut?" your answer could equally be a yes or no. It all depends on your own mood, likes or dislikes. This is very neutral. I've left it completely up to you.
Finally, if I come up to you with a box of fresh donuts and say to you, "Wow, don't these donuts look and smell great? Look, there's one of your favorite chocolate frosteds. Here, have one." how would you respond? For most people, the answer would be a responding, "Yes, I'd love a donut!"
By thinking about how you say something, making conscious choices with your words, you can get the results you need.
By thinking about how you say something, making conscious choices with your words, you can get the results you need.
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