Use these phrases to reduce conflict and stress.
Have a list of phrases to help clients and colleagues navigate choppy emotional waters.
In the following example, Barb is a realtor and her clients regularly experience emotional ups and downs. Here’s how she uses phrases.
“You may be right.”
- Use this when clients are unable to listen to your advice. It is a calming phrase.
- Example: Brent tells you the price you recommend to list his house is 40 percent below what it should be. “You may be right, Brent. Let me run the comps.” This allows him to be heard without you agreeing with his point.
“That doesn’t work for me.”
- Use this when you get requests you do not want to participate in.
- Example: A client asks Barb to go furniture shopping with her. “That doesn’t work for me.”
“People are naturally creative, resourceful, and whole.”
- Use this when clients are requesting more than is reasonable, and you need to detach from them and set boundaries.
- Example: Brent and Janice want Barb to dog sit while they are out of town. “I know Brent and Janice are naturally creative, resourceful, and whole. They will find the resources they need to take care of their needs.”
“This is normal and to be expected.”
- Use this when your clients are feeling afraid or uncertain, even when they experience something routine or commonly encountered.
- Example: “Buying a home causes people to feel nervous and anxious. This is normal and to be expected.”
Let me know how using these phrases helps you diffuse tension, stress, and conflict. Email me at moira@moiralethbridge.com.
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Use phrases to guide others to emotional safety and to build self-confidence.
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