Change your words. Change your world.

Simple Swaps: Difficult Conversations

At some point in life, you’ll have had a conversation that ended badly. Let’s say, a customer complaint that ends in yelling.

Steven Lozada suggests swapping any accusatory language such as: ‘I told you that…’ or ‘You keep saying that…’ with: ‘What I’m hearing is…’, before making your point.

By making this simple swap, you’re removing the oppugnant language and taking ownership of your listening. This creates space for empathy and mutual understanding.

Steven Lozada

Steven Lozada

A master of helping teams achieve more in all areas of their productivity. Steven believes that you are just one conversation away from the change you are looking for and is excited to help you make the moment happen.

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