Page 112 - Effective Communication Skills Mastery Bible 4 Books in 1 Boxset by Tuhovsky, Ian

especially when the vendor is repeating it for the

fiftieth time that day or is simply tired. Also, “Do

you need” or “Do you want” sounds a little bit like a

hidden remorse sometimes (stating that there’s a

problem with someone wanting something again).

Second of all, customers are often asked only about
their preference, not additional service with the help

of these questions—e.g. if they like sugar in their tea

or coffee—they already paid for it, so it just boils

down to their preference. Instead, it’s more universal

and much more professional to say, “Would you
like…?” Not only is it more kind, but also fits almost

every situation possible.

3. Let’s cover another one. The word is: “Unfair”—

NEVER EVER use it in your working environment.
The brutal truth is “fair” has nothing to do with work

environments (and never has). The same goes for life

in general. Whenever you go to your superior and

say, “I don’t believe I was treated fairly,” or, “I think

I was treated unfairly,” what they most likely think
is, “Yeah, life is not fair indeed, sweetie pie.” It’s the

best way to be perceived as a soft and unprofessional

person. Instead you should say, for example, “I don’t

believe I was treated equally in this situation.” No

one ever promised work will be fair or life will be
fair, but most people are rather sensitive when it

comes to equal rights and chances. That’s much more

polished, suitable and useful in work situations and is

less likely to lead to a failure.