What type of words tend to invoke a more positive reaction?

Choosing calming words is effective because they are associated with soothing emotions and promoting a sense of safety and comfort. When communicating, especially in a customer service context like the USPS, using calming language can foster positive interactions, alleviate stress, and create a welcoming atmosphere for customers. This approach can lead to better engagement, understanding, and rapport, ultimately improving the customer’s experience.

In contrast, assertive words, while important in certain contexts, can come across as confrontational if not used appropriately, which may not always yield a positive reaction. Critical language often leads to defensiveness and can diminish trust, as it focuses on faults rather than solutions. Negative words inherently carry connotations that can evoke unfavorable feelings and reactions, which would not contribute to a positive environment or interaction.