Does the use of positive and productive language make a difference to the profibility and success of your business? Have you ever thought about some of the commonly used phrases used in interpersonal communication? Perhaps you ring up a call centre with a query on your insurance and the assistant says 'I'm afraid there is nothing I can do' after waiting on musical hold for 10 minutes and then hearing this remark may lead to a sense of frustration and this may lead to you thinking about switching insurance companies. Reflecting on this phrase is there really nothing the company can do - this approach seems so final and rules out creative ways of finding solutions to your query. Furthermore what is the assistant afraid of?

Melanie Chan
MC Coaching Services