Using Positive Language
It should be pretty obvious that a Digital Ambassador is a position that helps people. Many of the people you will work with as a Digital Ambassador may come with life and technology experiences that are different from yours. They're coming to you for help, but that doesn't mean it can be easy for them to ask for help. It can also be harder to ask a younger person for help when you are older.
Try to use Positive Language as often as possible. This will help put people at ease and make them feel comfortable with you. Using positive language can sometimes require a conscious decision and some effort. If you don't think about what you are saying you might use negative language without intending to be negative. Review the following characteristics of positive and negative language and see if you can add your own. Each characteristic is paired with several examples.
Positive Language
You tell your conversation partner what can be done and provide potential solutions or a clear sequence of events.
- I can work on that with you right now.
- You can certainly learn how to do that. We can get started by…
- What we can do right now is…
You suggest alternatives and choices that are available.
- If you don't have that software, you can do the same thing with…
- You don't have to do it all right now, we can start by...
- Something we can do is…
You sound helpful and encouraging.
- Let me see what I can do to help.
- Certainly
- Definitely
- I'm happy to work on that with you…
- Let's figure that out together.
You stress positive actions and positive consequences.
- I need to pull some things together, but I'll bring them to our next session.
- I can check with…who has more experience on this.
Negative Language
You tell the listener what can NOT be done and it may sound like an excuse or defense.
- It's not our policy to…
- There's nothing I can do about that.
- That's not something I can help you with.
You incorporate a subtle tone of blame, or outright blame.
- You said…
- Don't you know how to…
- It's not my fault that…
- As I told you…
You actually use "not" or other negative words.
- I can't
- I won't
- I'm unable to…
- I don't know.
Your language has the potential to lead to conflict.
- You need to…
- You should…
- Are you confused?
- What's your problem?