Tangled Up In "Nots"?

“We’ll never finish the job on time—especially with the limited resources we’ve been given.” “How come our department always gets all the ‘special’ projects”? “The new associate is nothing like the person she replaced. What was management thinking?” Negative words reflecting negative attitudes from negative people.

We’ve all worked with employees who slumped around the office with what seemed to be a dark cloud hovering over them. Wherever they went, problems, miscommunications, and extra work followed. Nothing was ever good enough, fast enough, or complete enough.

Medical studies and common sense tell us that people tied up in “nots” get tied up in knots, experiencing more physical, emotional, and situational complications than those with a more positive approach. They seem to get less work done and generally have a counterproductive effect on those around them.

Reconsider the opening comments, this time with a positive twist. “Even though we don’t have all the resources we need, wouldn’t it be great if we could finish the job on time?” “Every time our department gets ‘special’ opportunities, we have a chance to “perform miracles” and impress the muckety-mucks.” “The new associate seems to have different assets and experiences than we’re used to. We can learn a little fresh, outsider perspective.” Different words and different attitudes get different results.

Being positive doesn’t mean hopping through the office being Sam or Suzy Sunshine, oblivious to all the difficulties and challenges of the work environment. But it does mean looking at situations and seeing the promise rather than the peril.

Use positive words.
Clinical psychologists say that we hear and remember positive wording better than negative wording—particularly instructions. When someone reads a sign that says DO NOT DUMP TRASH HERE, that person has to switch tracks. “Hmmm. I can’t dump trash here. Then where? Oh, I can dump trash over there.” However, if the sign reads DUMP TRASH IN THE BIN NEAR THE BACK DOOR, the person can avoid the switching technique.

Not: “I wasn’t able to reach him on the phone.” But: “We never spoke to him by phone.” Not: “I don’t know whether I should make that purchase.” But” “I question the wisdom and timing of that purchase.” Not: “Our managers don’t communicate with each other.” But: “Our managers should find ways to communicate about cross-departmental projects on a regular basis.”
Positive words sink in easier, deeper, faster.

Emphasize positive angles.
A manager at a large computer company had as his mission to put together an online database that would make life easier for all his telephone support people, but he could get no cooperation from them. Here was the situation.

As part of a licensing agreement and fee, users received telephone support by calling an 800 number. The problem was that when a call came in on a complex question, the reps would spend hours researching the answer; but there was no record of that call or answer. There was a lot of duplication of research effort, a big backlog of customer calls, and numerous complaints about delays. The manger’s goal was to have the reps record their answers and send him a copy so he could put the answers into an online database.

After reading his memo to solicit their written answers, I understood why he got so few positive responses. The memo began: “As you know, we are legally obligated to provide a four-hour response on all customer calls. Currently, we are backlogged with customer calls and making little or no progress; complaints continue to grow...” A negative approach.

I suggested a rewording of the memo: “How would you like to get through your stack of backlogged customer calls quickly? How would you like to have all the researched answers to customer calls at the tip of your fingers? Help is on the way. For the next 30 days, I’m asking you simply to record and forward to me a copy of ... ” The positive approach generated a much better response.

Positive framing means to say what you’re for, not what you’re against; what you’re going to do, not what you’re not going to do; what you can do, not what you can’t do. The positive angle takes more thought, but the results are well worth the effort.

Focus on communicating positively. You’ll get more and better work done. And the people around you will be happy when you enter the room, not rush to find the exit.



ARTICLE TAGLINE FOR DIANNA BOOHER

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© Dianna Booher, Booher Consultants, Inc.
Author of 42 books (Simon & Schuster/Pocket, Warner, and McGraw-Hill), Dianna Booher, CSP, CPAE, delivers keynotes, breakout sessions, and training on communication and life-balance issues. Her latest books: Speak with Confidence®, Your Signature Life®, Your Signature Work®, E-Writing, and Communicate with Confidence®. For more information on Dianna and her programs, visit www.diannabooher.com or contact her firm, Booher Consultants, Inc., at 800-342-6621.

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