THE RIGHT WORDS AT THE RIGHT TIME

Approximate reading time: 5 minutes

Tired of grasping for the right words in certain situations?  This week we give you specific examples of questions and statements you can use to stay in control.

Rehearse for the situations that occur most frequently, and you'll be able to find the right words when you really need them.

When a discussion wanders...

When you're at a loss for words or caught by surprise...

When you're under attack...

When a business relationship is on the rocks...

When a customer complains...

When you want to build relationships with employees...

1) When a discussion wanders...

Goal: refocus the conversation or bring it to its natural end.

"How can I help you take care of this?"

"What else do we need to take care of today?"

"Are we getting your questions answered?"

"What else can I tell you about?"

2) When you're at a loss for words or caught by surprise...

Goal: stall for time so that you can think of an appropriate response.

"Could you tell me more about that?"

"Could you please run that past me again?"

"How do you think I (or the business) should feel about that?"

"So it sounds like what you're saying is..."

"I hadn't thought about it from this angle.  Let me give it some thought and I'll get back to you."

3) When you're under attack...

Goal: clarify the other person's position and where things went wrong.

"Could you tell me more about why you think this idea won't work?"

"Help me understand what I said to make you feel that way."

"What would convince you that's not true?"

"It sounds like your take is that..."

4) When a business relationship is on the rocks...

Goal: elicit ideas about how you can work together successfully.

"What can we do together to solve this problem?"

"Where do we go from here?"

"What can you and I do to get past this?"

5) When a customer complains...

Goal: show your concern and commitment to addressing their complaint.

"Where exactly did we go wrong?"

"What should we have done?"

"How can we make it right for you now?"

"Would it help if we..."

6) When you want to build relationships with employees...

Goal: show that you value and respect their insights.

"Give me your take on this situation."

"How does this situation look from where you're sitting?"

"What do you think we're missing on this one?"

"How do you think we should tackle this one?"