Volume 3, Issue 5 - May 2002

Red Light ...

Green Light Words

I've been spending a lot of time recently with Customer Service training, whether it is face to face or over the telephone. During that training we spend some time discussing how our customers interpret different words as well as the potential impact those words have.

I use a traffic light analogy. When you are communicating with another person it is like there is a series of traffic lights between you. If everything in that communication is positive and going well, it is a clear stream of green lights. Green means "Go". If either of the participants uses a "slightly" negative word, one of the lights turns amber. Perhaps their body language will put another amber light up. If enough amber lights appear, then some lights will go red. When too many lights go red, the communication breaks down and the customer will go away unhappy. Red means "Stop", and that's exactly what happens to the communication.

Some "green light" words are: money saving, time saving, fast, simple… words like that. People like those type of words. Think about the commercials that we watch on television. Those types of words are used extensively throughout because they leave us with a positive impression. If we use positive words, we get green lights.

The "red words" are little easier to spot - which is probably a good thing because these are the ones we need to avoid. Words like: can't, you have to, it's company policy, impossible, but and the list could go on and on. You know how you feel when you are on the receiving end of those words. Do you really want to use them with your customers or co-workers?

So pay attention to the messages you are sending with those words. We all have heard the expression "It's not what you say, it's how you say it" and while I will not disagree with that statement, it is also what you say.

Keep your communications green light friendly by just paying attention to your word choice… you will be amazed at the results!

Rhonda Scharf (Finniss) is a Professional Speaker, Trainer and Consultant and President of ON THE RIGHT TRACK - Training & Consulting and is available to deliver customized workshops or keynote speeches at your next convention. Call today at 1-877-213-8608 or e-mail Rhonda@on-the-right-track.com. Since you are now visiting her site, sign up here for her complimentary quarterly newsletter.