Purpose

A service and selling skills activity which helps participants appreciate the need to use positive statements in their communications - face to face or on the telephone.

Benefits

A useful activity to make participants think positively - saying what they CAN do not what the can't. Accentuating the positive, using words that customers understand, avoiding slang words and jargon.

Related Solutions

Audience

All employees dealing with customers face-to-face or on the telephone

Learning method

Active. Working in pairs or trios, participants discuss a set of negative statements displayed on the activity sheet and compose a positive version of each. Results are discussed among the groups. Alternatively the statements can be pre-recorded on an audio tape and played to the group who are asked to provide positive alternatives.

Time to Complete

Length

pages

Participants

Price

(inc. VAT)