The power of positive language

The power of positive language

This quiz explores the impact of positive and negative communication with guests.

published on September 29, 2016
1/5

. Last week we talked about how the phrase “I don’t’ know” is not an answer. What other phrases may be perceived as negative with our guests.

. Last week we talked about how the phrase “I don’t’ know” is not an answer. What other phrases may be perceived as negative with our guests.
Let me get a hold of someone who can help you with that.
That's not my job.
Give me a moment to find out for you.
i apologize for the inconvenience.
2/5

Being respectful and patient with our guests is a good start, but replacing positive language for negative language can make all the difference in the world. How could you rephrase this sentence....."we do not allow outside food here"

Being respectful and patient with our guests is a good start, but replacing positive language for negative language can make all the difference in the world. How could you rephrase this sentence....."we do not allow outside food here"
no food allowed. I will throw that away for you.
You can't bring that in here, please leave it in your car.You have to buy our food.
please refrain from bringing in outside food. If you are hungry we have a gift shop that sells snacks and a restaurant that remains open until 11 pm.
3/5

non verbal communication!
If you are speaking positively and acting negatively, the guest will notice and more often that not leave with a negative impact. Why do you think that is?

non verbal communication! If you are speaking positively and acting negatively, the guest will notice and more often that not leave with a negative impact. Why do you think that is?
people pay more attention to what we do than what we say.
( a picture is worth a thousand words)
The guest was already grumpy.
Because people are not very good listeners.
4/5

your non verbal cues should reinforce what you are trying to say to the guest. Name 5 signs that show confidence.

Posture – standing tall with shoulders back.
Eye contact – solid with a "smiling" face.
Gestures with hands and arms – purposeful and deliberate.
Speech – sl...
Hand/arm gestures are small and close to his or her body.
Facial expressions are minimal.
Body is physically turned away from you.
Arms are crossed in front ...
Eyes maintain little or no eye contact, or there may be rapid eye movements, with pupils constricted.
Hand or fingers are in front of his or her mouth when s...
5/5

what does the "D" stand for in I.L.E.A.D.

what does the "D" stand for in I.L.E.A.D.
deny, deny, deny
defend
deliver