1. Why not tell a customer, have to . . .”? “You'll 2. Why is a request better than an 3. What situations do you encounter on your job that require you to inform, educate or instruct a customer? 4. What is the recommended positive alternative for have to . . .”? “You’ll TELEPHONE DOCTOR® PRESCRIPTION: 1. Replace have to…” with: NEED to…” “You’ll “You’ll 2. Remember that organizations are in business to take orders, rather than to give them. 3. Develop the habit of saying need to instead of have to “You’ll …” “You’ll …” Discussion Questions Key Point #4: a Second” – “Just
1. Why not tell a customer, “You'll have to . . .”? 2. Why is a request better than an 3. What situations do you encounter on your job that require you to inform, educate or instruct a customer? 4. What is the recommended positive alternative for “You’ll have to . . .”? TELEPHONE DOCTOR® PRESCRIPTION: 1. Replace “You’ll have to…” with: “You’ll NEED to…” 2. Remember that organizations are in business to take orders, rather than to give them. 3. Develop the habit of saying “You’ll need to …” instead of “You’ll have to …” Discussion Questions – Key Point #4: “Just a Second”
TD4Five%20Forbidden%20Phrases%20wkbk%20DRAFT.docx