Tragic to Magic

What makes the impact?

Words 7 %?
38 %? Voice

Body 55 %?

TRAGIC?
or

MAGIC?

Tragic and Magic!

Negative language…

– Focuses the other person on what can’t be done

‘Unfortunately we are unable to…
“I’m sorry but that’s not how the process works…..”

– or is non-specific, impersonal or clichéd language

“We apologise for any inconvenience called…”
“I’ll get back to you asap...”

Positive language…

– Tells the other person what can be done, provides specifics and is personalised to their
situation

“I understand this is important to you, this is what we are doing…”
“Would it help if I…..”
“What I can do is…..”
“I will email you a further update by 5pm tomorrow…”

TRAGIC –
“no because….”

(No then reason)

MAGIC –
“because no….”

(Reason then what you can do)

Saying no

• AVOID “no because….”
• INSTEAD SAY “because no….”

• “Because/As….”

• “I am unable to ….
• “However what I can do for you is….”
• Demonstrate empathy as needed

Tragic and magic!

Turn the Tragic…. Into Magic….

° “I’ll have to speak to my Manager and come
back to you”

° “Our policy states I can’t do that for you…”
° “Apologies for the delay in getting the

outstanding items to you”
° “We remain committed to resolving your

concerns as quickly as possible”

Levels of Listening

4: Listening to learn
3: Listening for specific areas
2: Listening to confirm
1: Listening without interest

The Listening Challenge

thinking

thinking thinking listening
thinking
thinking listening
thinking thinking
thinking
thinking

thinking

Types of Questions

Closed Open Follow Up

What, Which, Why?

What Which Why

What Which
others
What

What
Else

Communication Styles

EXPRESSIVE Spontaneous AMIABLE
(People)

•Big picture focus •People/team focused
•Low attention to detail •High empathy
•High energy •Sociable
•Creative thinkers •Consensus driven
•Healthy ego/competitive •Avoid conflict

Dominant Easy-Going

(Assertive) (Passive)

•Outcome focused •Process focus
•Time is important (limited) •High attention to detail
•Direct/short answers •Logical/sequential
•Decisive •Rational
•OK with conflict •Like options

DRIVER ANALYTICAL

(Task)
Controlled