Which language would you choose to use?

CONFRONTATIONAL COOPERATIVE

I can’t
I don’t think I can
We never We don’t usually

I always I try to
I usually

You must have It’s possible that

You must…. Have you thought about

You might try
If you like you can

That’s impossible That hardly ever happens here

You were were you aware that

Don’t It might be better if you

You have a problem we have a problem here

You should have If you...Then you will….

I don’t like your attitude Perhaps you can let me explain, then maybe I
can help you

Your friend’s situation has nothing to do with this Each case is different , perhaps we can get back
to your situation

You’re not the first person to threaten to get me I can appreciate that you are upset about this. If
fired you’d like to talk to someone else, I can give you
their number, would that help?

You obviously don’t know how we do things Perhaps I haven’t explained the process very
well. I’d like to explain how that decision was
made.

There’s nothing I can do to help you I don’t have the authority to change the decision,
I’d like to suggest who you might talk to that does
have that authority

Phoebe Barash
Copyright 2008
EARCOS

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