How to Change Negative Statements Into Positive

Kimberley McGee - Updated July 30, 2018

When they go low, you go high. When life gives you lemons, make
lemonade. There are many idioms that focus on turning negative statements into
positive, teachable moments. Actually taking a negative phrase before it leaves
your lips and making it into a positive statement can be a bit more difficult than
popular phrases make the process sound.

Why Negative Language Doesn’t Work

Negative rhetoric causes more issues than it solves. It can make the listener or
caller on a customer service line feel coerced or blamed for the issue at hand. For
example, the lamentation to an under-performing employee about their
production when you are trying to inspire them, such as

“Your quarter-end numbers aren’t something to be proud of,” has a bigger

impact and possible call to action if said as,

“Although your quarter-end numbers aren’t great, you should be proud

because we realize you worked harder over last quarter.”

Why Positive Language Is Important

The use of positive language over negative language can promote cognitive
function as well as strengthen specific areas of the brain’s frontal lobes.

A positive statement helps the listener feel they are being helped, that their
problem has been heard and the speaker is on their side. A positive statement
makes the listener feel heard and validated. If stumbling to find a way to say
something positive, use transition words such as although to connect a positive

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statement to a negative one, such as "Although your chores aren't complete, those
you did finish were done well."

Positive Phrases in Play

Taking a negative statement or thought and turning it around doesn’t take very
long. Think about it as a muscle that needs a bit of working out in order to be used
effectively.

Instead of emitting a negative for a simple request for lunch, such as “I can’t
possibly meet you that quickly,” consider presenting an option, such as “I would
love to meet up with you! How does Tuesday sound?” From there you can spin the
negative into a positive in a number of ways.

The phrase, “I’m unable to help you with this situation,” turns to “Let’s see how
we can solve this issue to your satisfaction.” If someone says something that has
you perturbed, take a breath and consider how easier it is to say something nice,
or nothing at all. Basic negative phrases include “Why not,” “No problem,” and “I
can’t complain.” While they seem flippant, they carry a negative connotation.
Instead, use “Sounds like a plan,” “Absolutely,” or “Things are great, thanks,”
respectively. Customer service words are often labeled as positive language. Those
can include “Happy to Help,” “Let’s see what we can do to resolve your issue,”
and “Thank you for being such a loyal customer.” In this case, the negative
statements are pushed to the side before they can begin.

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