Absolutely positive
Featured in the Listening Skills training manual
By Jessica Madge
Category: Communication Skills
Credit price: 3 download credits (Single user)
When someone is talking about a problem or making a complaint, there comes a point when we have encouraged them to tell their story, and we have demonstrated that we understand the facts and feelings. Now we are keen to move on. Even if we have listened very well, some people will keep repeating what they have already told us. But our time is valuable and we wish to move the conversation forward towards a resolution. Saying something positive can send a signal that we are not merely prepared to listen – we are going to take action as well. This often leads to the talker being willing to listen to our proposals, and rapid progress is made towards a sale, an agreement or other conclusion. The use of positive language is a key skill in resolving complaints and disputes and bringing them to a speedy and satisfactory outcome.
To begin this training activity, the participants analyse a written example where someone has listened to a customer but is failing to move the conversation on. Then, there is a paper-and-pencil exercise, in pairs, where negative statements are changed into positive ones. Finally, participants devise their own examples of how positive language could be used in their own work environment, and demonstrate these examples to the whole group.
Who is it for: This training activity is intended for use by trainers with participants to help them learn how to move conversations forward by the use of positive words and phrases.
- Themes:
- Basic listening skills,
- Dealing with complaints and aggression,
- Fault diagnosis,
- Management and supervision,
- Appraisals,
- Absence,
- Performance management,
- Client handling,
- Selling,
- Negotiating,
- Influencing,
- Assertiveness,
- Emotional intelligence,
- Counselling,
- Mediation,
- Meetings,
- On the telephone,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 01:50:00 |
| No of Pages: | 13 |
Resources: View standard resources for Fenman training activities
Additional resources: Clipboards for participants (optional).
Purpose: This training activity highlights a skill which is extremely useful when dealing with problems and complaints. It could be used either as part of an ongoing programme or as part of a course on topics such as selling, counselling, negotiation, mediation and complaint handling.
Download the training activity, Absolutely positive as featured in the Fenman training manual; Listening Skills