Sticks and stones may break my bones, but names can never harm me." Well, we all now know that's not true, is it? The power of 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 positive 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, 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, you should be aware of the impact of your words. How do you want your message perceived? To consider how your meaning is understood, let's talk about the ways you can communicate your message.
There are three ways to say anything to anyone: positively, negatively and neutrally. In how you position yourself, your statements can literally change the way people respond to you. You can say the same thing but by using different words, you get a different response.
For example: I have a box of donuts. 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, "Do you want a donut?" your answer could be equally a yes or no. It all depends on your 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, "Wow, don't these donuts look and smell great? I saved one of your favorites. Here, have one." how would you respond? For most people, the answer would be a responding, "Yes, I'd love a donut!"
When you make conscious choices with your words usage, you can get the results you need.Jo Ann Kirby is the President of KRG Communications Group and a member of NAWBO-Central Jersey.