The 3Ps are easy to remember and implement. They are something you can keep in the back of your mind when you are communicating in person, over the phone or in writing to give that professional tone that you would hope to get from others.
Professional – yes, the first one was a no-brainer. But what exactly does it mean to be professional? It means to be diplomatic, to not show stress, to listen carefully to others who may be complaining or challenging you, and it means to keep in mind at all times that you are a reflection of your company or organization. You cannot afford to take things personally.
Polite – This means at all times, especially in Canada, using or even over-using polite words, phrases and intonation. Notice that it is not enough just to use the words and phrases. We must use a sincere tone, or else we lose credibility. Snapping a “Well I’m sorry, that’s our policy” to a customer is not perceived as polite. What would you think? What would you prefer to hear? Care about your company, your job, your role. Try to help people even if they are angry and blaming you.
Positive – Use positive words and phrases. Use open body language. Talk about what you or ‘we’ CAN do in the situation, not CANNOT do. Focus on the solution. If you must give negative feedback, accentuate the positive first. Use phrases like ‘remember’, instead of ‘don’t forget’. Use ‘I’ statements not ‘you’ statements, to show your feelings, not a finger-wagging accusation.
Remember the 3Ps of successful communication the next time you are doing business, and I am sure you will inspire others to follow your lead.
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9 Vital Principles of Communication
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