Words. They are mighty and key to our success in communication and coaching with our team.
Words, questions, and phrases, however small, do have impact. Seemingly small words and phrases can leave a big impact after they are said or written. They have the ability to build or break another person: your receiver.
• Really?
• I’m angry.
• You’re not listening.
• You always…
• You never…
• Why would you have done that?
These are examples of words, questions, and phrases that can evoke negative emotions and reactions. They can break the receivers: belief in themselves and their capabilities, willingness to try more or something new, engagement in their job, loyalty to you and your company, even their spirit.
Contrary to the breaking words, small words, questions, and phrases that build the receiver include:
• I understand
• Help me
• I appreciate…
• Tell me more…
• I’m sorry
• What do you think?
Question starters such as: How, who, what, where, and help me understand allow the conversation to be open and solicit the receiver’s feedback.
The words we learned as young children are also building and positive; please, thank you, I care, I’m sorry. Can you believe a Lenox poll found that nearly 50% of people do not say “thanks.”
It’s something to think about, isn’t it? Consider the words most often used in your conversations with your team. Do they have the impact you want or need them to? If not, make the effort to positively impact the people on your team with in each conversation by using small words that build!
Nancy Bleeke is an author, professional trainer, speaker, facilitator, and president of Sales Pro Insider, Inc. To find out more about Nancy, visit: www.salesproinsider.com or learn more about how to make your conversations count with her book, Conversations That Sell.
Comments (0)