01. Positive Language in Communication (Part 1)
Positive language is a tool with an enormous potential to reduce conflict, improve communication and inculcate the right attitude. It is even capable of changing an individual’s line of thought. However, positive language needs to be put more into practice.
Take the lesson below to learn about how you can communicate in a more positive manner that is more likely to elicit cooperation rather than an argument or confrontation.
Format
This lesson is in video format.
Transcript Provided
We recognise that some participants prefer reading to listening. If you are one of them, then you can access a transcript of the lesson by clicking on the View Transcript button below the video.
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Positive Language in Communication
This is Sushmita, a new business owner. Sushmita had been trying to register her new business at the local government office. She had submitted the relevant forms and had received a docket number for her request. That was two weeks ago, but Sushmita has heard nothing since then.
She’s revisited the registration office. Let’s see how this conversation pans out.
Government Official: Yes, what I can do for you?
Sushmita: I am trying to register my business. I filled out the forms three weeks ago, but I haven’t heard anything from your office.
Government Official: What’s your docket number?
Sushmita gives it to the official. The government official accesses the application on their system.
Government official: (looks at his system, and half reads out the note there) “Ma’am, we regret to inform you that we couldn’t process your application because you neglected to provide sufficient information. Some sections of the form you filled in were incomplete. (Searches a pile of papers) Here is your original form. Please complete ALL sections of the form this time and return it to us.”
Sushmitha: Neglected? What sections did I leave incomplete?
Government Official: It says here on my system that you missed out two signatures, and you did not provide attested copies of your business papers missing.
Sushmita: I didn’t provide!? Why wouldn’t I ….you know what … Your forms need to be clearer and more specific. Why didn’t anyone call me about this before? It’s been two weeks…
Government Official: Sorry Ma’am. We use the same forms for everyone registering businesses. And we don’t call customers from here. We only send out intimation by mail, which was done.
Sushmita: (rolls her eyes) Well, I didn’t receive anything in the mail.
Government Official: (smiles politely and Says nothing)
Sushmita: Provides the missing signatures and produces the missing document. “Here. The completed form..”
Government official: (Takes the form, checks it quickly and nods approval) Thank you, ma’am. We’ll keep you posted on developments.
Sushmita mumbled a cursory ‘thank you’ and walked away. The next day, she still felt strongly enough to write in a complaint letter about what she construed to be poor service and treatment from the government official.
But had the official done anything wrong here? Afterall, Sushmita had indeed overlooked a couple of signatures and had failed to provide some documents as well.
Was Sushmita being unfair in her criticism of the official? And why had she been unable to shake off that conversation, even a day later?
There’s a good reason why.
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