Phrases Leaders Use to Maintain Control of a Conversation

Certainly you have encountered a business situation where your feelings and emotions need to stay in check. Too much use of the word ‘I’, may sound aggressive to a client and they might feel like you are not considering their point of view.

Keeping it simple and communicating factually with a pleasant tone can retain a client that is thinking of leaving your business or service. Dealing with a dissatisfied client calls for a specialist in retention who understands what the client feels without absorbing the clients feelings.

Here are some phrases to substitute when you need to explain the facts without personalization.

Now, aren’t these phrases lighter and less defensive? Yes, San B. Right on!