WorksheetsPositive Language and Effective Listening
Total questions: 10
Worksheet time: 2hrs 2mins
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'
