Using Positive Language to Guide Behavior

How to act with empathy

While it can be tempting to use negative language to tell people when their behavior isn't appropriate, positive language that shows appreciation and respect often yields better results.

Microlesson Description

This microlesson teaches employees and managers how to use positive language to guide people toward behaviors that they want to see. When under stress or other circumstances, we don’t always show up as our best selves, leading to behaviors that lack empathy and patience. The video in this microlesson takes place in a retail setting, showing how positive language, such as saying “thank you,” to a stressed customer, can create positive outcomes. We should always strive to act empathetically and take a positive approach to resolve any situation.

This microlesson is part of Emtrain’s skill-building microlessons for retail. The microlesson teaches the skill of using positive language under the social indicator, Encouraging Empathy.

Key Concepts