Customer Service Training TIps

Replace ‘but’ with ‘and’

Negotiation Skills: Boost Your Influence replace ‘but’ with ‘and’…

Imagine expressing your heartfelt, articulate opinion about an issue. The other person responds with, “Yes, but…” The moment we hear the work “but”, most of us anticipate that not only will the person disagree with us, but that they haven’t heard or valued what we just said.

When negotiating, people who are perceived to be poor listeners have zero credibility. The lesson: when you disagree, replace the word but with and.  For example,  you might respond with, “Yes, and here’s another thing to consider…” It’s a way of disagreeing without being disagreeable.

Today’s chuckle:

If at first you don’t succeed, vigorously deny that you were even trying.


Was this helpful?   For additional information on this topic go to:  Influence and Persuasion Skills 

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