Tactic Three A Positive Tone

Negative words and phrases such as "not," "you don't," "you're not able to," and the like should rarely be used. If you use such terminology frequently, you dilute the impact of the words. If, on the other hand, you use them judiciously, you underscore your point, adding emphasis and urgency to your communications.

People don't like to read or respond to bad news. In Chapter Two, we reviewed organizational structures that help you say no or deliver bad news as smoothly as possible. Now let's examine negative words and phrases themselves and see if you can select alternatives that will more effectively generate the results you seek.

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