Customer Service Blog

Wishy-Washy or in Command?

Whether you’re coaching a team at a soccer practice, or discussing a proposal in a meeting, there are times when you are expected to take control. Compare two presenters reviewing a project with her team. First presenter: “Ok, that’s if for page 5. Would you kindly turn to page 6 please?” Second presenter: “Ok, that’s it for page 5. Please turn to page 6.” The second presenter, while still being polite, sounds more decisive, in control, and instills more confidence. I believe most of the time, we should ask – not tell. However, on those occasions when you are expected to, go ahead and take command.

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