Page 6 - NBIZ October 2023

From neurolinguistics there are two languages: some words are very negative and while others are quite
Natural Language Processing (NLP) and Neuro-
Linguistics Programming (NLP). The first language
NLP speaks to personal development as well as phobias
and anxiety. The second NLP language supports
individuals to better communicate with themselves and
those around them.
Today, there has been extensive research into
emotional intelligence, which is defined as the ability to
understand our emotions, the emotions of others, and
the ability to manage both. Daniel Goleman is noted
for his work on emotional intelligence and now many
organizations include emotional intelligence as a key
leadership talent or strength.
Scientists have learned the words we think, read, and
write may have strong emotional impact to our own self- to themselves and to others? To answer this question
talk to the conversations we have with others. Conversely,
TRANSLATED TO
ENGLISH:
Unfortunately, social
media has reduced those
interactions to strokes
on a keyboard without
any emotions unless an
emoticon is placed in the
written words.
6 NBIZ ■ October 2023
neutral. An example would be the word “you.” Depending
upon how one uses this word such as “you need…” the
other person can view the word as judgmental. Instead,
a better selection of words might be “would it be possible
for you to consider…”
Unfortunately, with people being in a hurry, the
fallback communication style is less is more. This type of
communication such as texts often has negative results
because of how the receiver’s brain translates those
words. Additionally, the person receiving the text cannot
see the other aspects of communication especially the
tone, the emotion(s), and/or the body language.
Moving forward, the question to be asked is how does
an individual in business recognize what words do matter
requires to slow down and personally engage with the
other individuals when speaking. Unfortunately, social
media has reduced those interactions to strokes on a
keyboard without any emotions unless an emoticon is
placed in the written words.
Additionally, individuals must recognize those words
that truly do not work because the other party has been
overloaded by these words. In sales, often the phrase
“follow-up” is heard. Yet, the person, aka the sales lead,
hearing that phrase probably believes the salesperson is
thinking more about himself or herself and not about the
sales lead.
Returning to real estate, the phrase follow-up is
replaced with feedback. Again, many real estate agents
first ask a closed end question such as “Do you have
any feedback regarding the showing?” Professional and
experienced salespeople know closed-ended questions
need to be employed at specific times.
Instead of using the word “feedback”, it may make
sense to ask a more open-ended quasi question/statement
such as “My sellers would be interested in hearing any
comments or concerns your buyers had regarding their
visit to the property.” Then, the real estate listing agent
waits quietly for a response.
Finally, there is a website that helps to better
understand the importance of word choice. That site
is www.aminstitute.com. This ranks words with three
different filters: intellectual, empathic, and spiritual.
By inputting at least four (4) words, one can learn the
emotional marketing value (EMV) of those words. I have
used this site for many years and can attest that the
higher the EMV the better response one will receive not
only when writing with those terms but also when using
those words within verbal conversation.
Words do matter. “People may hear your words, but
they feel your attitude.” John C. Maxwell. N
Leanne Hoagland-Smith is a clarity strategist, solving
people and process problems. As a thought leader who
challenges the status quo, she turns tomorrow’s goals into
today’s results. Follow her on Twitter @CoachLee.