Positive Language Archives

Leave a Note to Surprise and Delight Customers

I received a delightful note when I found my seat at the Arena Stage Theater in Washington, D.C., last week. I was on vacation and visiting the theater for the first time. An envelope addressed to Ms. Lynn Gaertner-Johnston lay propped on my upturned seat.… continue reading

Preserve Your Relationships, Even in Sticky Situations

If you are human, you face situations during your workday that require you to write under pressure. Maybe you have to respond to an angry employee’s email. Maybe you seriously disagree with a coworker and need to put your reasons in writing. Or you may… continue reading

Take Control of Your Jargon

If you are an expert in your field or industry, you have probably learned a lot of jargon–and you've earned the right to use it. But you don't want runaway jargon to get in the way of successful communication. Here are ways to get control… continue reading

Can You Make Safety Sound Fun?

At a park in beautiful Florida this week, I found a great play structure in the shape of a ship. A safety brochure covered the rules (below). Challenge: Can you revise the rules so they make safety sound cool, with a focus on safe fun… continue reading

Setting Expectations: You’re Going to Love This!

The other day I attended a Christmas pageant put on by amateur actors. Before the pageant started, the emcee said, "This is such a wonderful pageant. You are going to love it!" Last month I decided to patronize a business whose slogan calls it the "world's greatest"… continue reading

The Problem With “Not a Problem”

Many people seem to have adopted the expression “Not a problem” in place of “You’re welcome.” For example, if I thank someone in email, by phone, or in person for doing a favor for me, the response is often “Not a problem.” I am guessing you… continue reading

Correcting With Kindness

Last Thursday I published a blog post in which I had missed a silly error. I typed reader's instead of readers. Of course, I know where apostrophes belong, but I typed the apostrophe and then overlooked it during several rounds of proofreading. You will not… continue reading

Would You Rather Be a Dinosaur?

The other day I was talking to a friend about his professional bio. I wondered why he did not include his experience as a web designer in the bio. To me, designing effective websites requires genius and artistry. He said, "It was too long ago. I'm a dinosaur."… continue reading

Feedback: The Breakfast of Champions

On a recent Sunday I went out with my family for breakfast at a pancake house. We were seated at a table next to a family made up of a mother, a father, a young boy in a booster chair, and an infant in the… continue reading

Positive Language

Help Customers Think Positively

Yesterday I wrote about the effective personalized email I received from IX Web Hosting. But the personalization was not the only strong point of the message. The email was a fine example of leading the customer-reader to think positively by using positive language. First, the subject of… continue reading