Would you be Willing?

Elizabeth Stokoe, professor of social interaction at Loughborough University, and her colleagues, have analysed thousands of hours of recorded conversations, from customer services to mediation hotlines and police crisis negotiation. They discovered that certain words or phrases have the power to change the course of a conversation.

People who had already responded negatively when asked if they would like to attend mediation seemed to change their minds when the mediator used the phrase, “Would you be willing to come for a meeting?” “As soon as the word ‘willing’ was uttered, people would say: ‘Oh, yes, definitely’ – they would actually interrupt the sentence to agree.” Stokoe found it had the same effect in different settings: with business-to-business cold callers; with doctors trying to persuade people to go to a weight-loss class. She also looked at phrases such as “Would you like to” and “Would you be interested in”. “Sometimes they worked, but ‘willing’ was the one that got people to agree more rapidly and with more enthusiasm.”

Rosie Ifould writing in The Guardian

Handling offensive behavior

Whenever possible, express your feelings about offensive behavior from a positive rather than a negative perspective. Negative expressions state your dislike, as in “I hate you when you do that,” “You make me angry,” “You make me feel insecure and unloved,” or “You’re insensitive and overbearing.” You can be more effective if you focus on the common goals and the shortcomings of the interaction, rather than your hatreds.

Goal oriented statements might be, “I think that your behavior and my reaction to it are preventing us from having a pleasant relationship.”

You might try new ways to express your feelings, using metaphors on describing the concrete aspects of your emotional reactions. Thus you might express embarrassment by the metaphor “I feel naked and exposed,” or express conflict by “I feel my head spinning in two directions at once.” Striking metaphors may produce a greater impact than the accustomed “emotional words” that have been worn out in your interchanges with others.

Sharon and Gordon Bower, Asserting Yourself