Positive language in customer service starts with Positive 1^st Communication: beginning with what is possible, constructive and solution-focused. Starting our communications in this way sets the tone for the conversation, helping the other person to be more receptive, able to listen and open to solutions. 

It can also help us build rapport, demonstrate empathy and form stronger relationships with customers, colleagues and others. 

Why does Positive 1^st Communication matter in customer service? 

MGI’s communication skills training is underpinned by our Mindset, Language & Actions Toolkit and demonstrates the importance of equipping customer service-givers to use positive, helpful and empathetic language. 

The principle behind Positive 1^st Communication is based on psychology and an understanding of how the brain works. When the brain is in a positive state, it produces more of certain chemicals that promote listening, learning, teamwork and cooperation than when it is in a negative state. 

This means that the first thing we say to a customer or colleague can influence the outcome of the conversation. 

When we start with something positive and solution-focused, we can engage and reassure people and encourage them to listen, work and collaborate with us. This then flows through the conversation or interaction with a Positive 1^st Response to any request, question, complaint, comment, criticism or compliment.  

The focus is on what is possible first: the solutions, options, way forward and actions that can help achieve the best outcome. 

What is ‘Roadblocking’ Language? 

Understanding the power of Positive 1^st Communication also means recognising some of the language traps that can get in the way. 

At MGI, we refer to certain negative words as ‘Roadblocking’ Language because they can block the flow of communication. 

A key example is “unfortunately”. The word immediately signals that something negative is coming. The person listening may move into a negative state of concern, irritation, uncertainty or doubt before they have heard the positive action or solution that follows. 

For example: 

Positive 1st: 
“What I can do is…” 

Instead of: 
“Unfortunately I can’t do that, although what I can do is…” 

Changing the order of our language so that we begin with the positive can make a significant difference to the conversation from the start. 

And sometimes, when we focus clearly on the solution and what can be done, we may not need to mention the negative or disappointing information at all.  

Can you make your positive communication even stronger? 

Yes. Another common stumbling block is using positives that are negatively framed. 

Everyday phrases such as “No problem” and “No worries” are intended positively, yet both begin with negative words. They may lead the other person to focus on the very thing we are trying to move away from: the ‘problem’ or the ‘worry’. 

Positive 1^st Communication makes the most of the positive elements of our language and reminds us of the power of being able to say a clear “yes” whenever we can. 

For example: 

How can positive language help in challenging customer situations? 

Having the right language at your fingertips becomes particularly valuable when things get challenging or pressure increases. 

MGI also emphasises the importance of recognising and avoiding collusive language, where an attempt to empathise can reinforce the negative situation. 

For example: 

“Yes, I know how bad it is – it’s terrible right now, isn’t it?” 

A solution may follow, yet the initial language has already focused attention on the negative. 

Teams who are equipped and prepared can instead use empathetic, solution-focused responses that acknowledge the impact of the situation before moving towards action. 

For example: 

“Thank you for explaining the impact this is having on you. Let’s see what we can do together to improve the situation as quickly as possible.” 

This keeps the empathy genuine and relevant to a business interaction while helping the conversation move constructively towards what can be done. 

How can you put Positive 1^st Communication into practice? 

Developing a greater awareness of the language we use is a valuable starting point. Listen for ‘Roadblocking’ Language, positively intended phrases that begin negatively and language that reinforces the challenge rather than moving towards a solution. 

Then consider the order of the communication: 

What is possible? What can I do? What is the solution, option or way forward? 

Putting those elements first can change the direction and tone of an interaction. 

At MGI, Positive 1^st Communication forms part of our Mindset, Language & Actions Toolkit, helping people develop the language and skills to approach everyday and more challenging interactions positively and constructively. 

Having a true awareness and understanding of the potential of language and the positive impact it can have on our interactions with customers, colleagues and suppliers is an extremely valuable skillset. It can lead to greater satisfaction, capability and confidence, increased productivity and outstanding outcomes. 

If you would like to explore how MGI can help your teams build stronger positive communication skills, contact us to start a conversation.

Frequently Asked Questions 

What is Positive 1^st Communication? 

Positive 1^st Communication means beginning with what is possible, constructive and solution-focused. It puts the positive information, action or way forward at the beginning of the communication and in response to any following request, question, comment, complaint, criticism or compliment. 

Why is positive language important in customer service? 

Positive language can help people to be more receptive, able to listen and open to solutions. It can support rapport, empathy, cooperation and stronger relationships. 

What is ‘Roadblocking’ Language? 

‘Roadblocking’ Language is the MGI term for negative words that can block the flow of communication. “Unfortunately” is a key example because it can move the listener towards concern, irritation, uncertainty or doubt before they hear what can be done. 

What are examples of Positive 1^st Communication? 

Start with “What I can do is…” rather than “Unfortunately I can’t…”. Choose positively framed responses such as “Yes, I can help with that” or “Of course” rather than “No problem” or “No worries”. 

What does empathy mean in customer service? 

Empathy in customer service is different from the empathy we might expect in personal interactions with friends and family. In a business context, empathy means acknowledging and demonstrating an understanding of the impact a situation is having on someone, then moving towards action or a solution. 

This enables us to recognise the customer’s situation and its impact while keeping the conversation constructive and focused on what can be done to help.