In the workplace, everyone faces small conflicts throughout the day — with coworkers, managers, and even customers. To solve problems quickly and professionally it’s essential to choose the right words.
In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, author and service expert, Renée Evenson explains the power of word choice and shares several examples including the following:
1. Use “I” phrases. This allows you to keep the focus on yourself and to avoid accusations. By saying, “I was upset” or “I couldn’t concentrate on my work,” you are putting a label on the emotion that you felt. This will also help the other person understand how their words and actions influence others.
2. Use phrases of understanding. A phrase like “I understand why you thought that,” or something similar, lets the other person know that you understand their point of view and that you are willing to listen to their side of the story.
3. Use the words “always” and “never” sparingly. Using phrases like “You always do this” or “You never do that” will almost always put the other person on the defensive, both because they are accusatory and because rarely does anything happen always or never. These words are just too negatively charged to be used in any discussion.
More on choosing the right words during conflict communication appears in the Customer Communicator.