Keys to Diplomacy

Front

What is a key strategy to soften negative statements?

Back

Use positive language instead of negative adjectives.

Front

How can you soften the statement 'The sales associate was unhelpful'?

Back

Say 'The sales associate was not very helpful.'

Front

What is a way to minimize the certainty of a statement?

Back

Use qualifiers like 'a little' or 'kind of'.

Front

How can you soften the statement 'She’s bossy'?

Back

Say 'She’s kind of bossy.'

Front

What is hedging language?

Back

Words or phrases that lessen the impact of a statement or express uncertainty.

Front

How can you express uncertainty about a problem?

Back

Instead of saying 'There’s a problem,' say 'There seems to be a problem.'

Front

What is a way to express uncertainty about stock availability?

Back

Instead of saying 'We’re out of stock,' say 'I’m afraid we’re out of stock.'

Front

How can you soften the statement 'We shouldn’t do that'?

Back

Say 'I’m not sure we should do that.'

Front

What is a technique to invite agreement?

Back

Ask a negatively-phrased question.

Front

How can you rephrase 'That restaurant is too expensive'?

Back

Ask 'Isn’t that restaurant kind of expensive?'.