(一)选择积极的用词与方式在保持一个积极的态度时,沟通用语也应当尽量选择体现正面意思的词。比如说,要感谢客户在电话中的等候,常用的说法是“很抱歉让你久等”。这“抱歉久等”实际上在潜意识中强化了对方“久等”这个感觉。比较正面的表达可以是”非常感谢您的耐心等待”。 (1) Choosing positive words and methods When maintaining a positive attitude, the language of communication should also try to select words that reflect positive meaning. For example, to thank customers for waiting on the phone, the common saying is “I’m sorry to keep you waiting.” This “apologetic waiting time” actually reinforces the feeling of the other party’s “long wait” in the subconscious. A more positive expression can be “Thank you very much for your patience.”