Positive Language and Effective Listening

How would you re-phrase the following

"You have to speak with your Housing Services Officer"

• What I can do is put you in touch with your Housing Services Officer

• Your Housing Services Officer will be able to assist you with this query, I can transfer you through to them now

Which is a positive statement for the following

What’s the problem there?

• What can I help you with today?

• How can I help?

How can you make the following positive?

"The contractors should be attending within 24 hours"

• The trades WILL attend within 24 hours

• Should indicates the trades may not be there within the allocated time

What are some words that portray an unprofessional image?

• No worries

• No problem

• Mate

• Pop - Can I pop you on hold?

What are some words / phrases that demonstrate your willingness to help?

• I can certainly help you today

• What I can do for you

• What I will do

• This is what I’ve done

What are some words / Phrases that demonstrate your lack of ability to assist?

• I don't know

• I don't think so

• Umming and ahhhing

• Maybe

What are the rules that can help with effective listening?

• Stop talking

• Put the other person at ease

• Empathise with the other person

• Watch your own emotions and be patient

• Remove distractions

Finish the statement

“Most people do not ___ with the intent to _____, they _____ with the intent to ____"

• Most people do not listen with the intent to understand

• they listen with the intent to reply

What are some 'trigger' words that cause people to become more difficult.

• I can't/ you can't

• But

• We don't

• I'll try

• No worries/ No problem

What are important considerations when using 'Sorry'

• 'Sorry' is often over used that it's lost it's value

• If you are going to use 'sorry' then you need to use it as part of a whole sentence- "I'm sorry you've been receiving so many complaints Mary"

• Sometimes it's more appropriate to use the word 'apologise' instead of 'sorry'