As stated by Lynn Gaertner-Johnston in her article "Help customers think positively," she states that one can inspire a positive response to a customer by the way one communicates. I am in full agreement with the writer when she implies that the feedback given to a person, all depends on how the person used his means of communication and the word choice. Word choice plays a great role in defining a listeners attitude and mood towards the speaker. Attitudes and moods describe the feedback that one will receive at the end of the conversation. Word choice can also be divided into two categories, one that generalize actions, and the other that uses speifics when communicating. Specific words in word choice make a message more personalised. An audience is prone to give a better and more positive feedback when the message conveyed is directed and just meant for a specific person in the audience. The specific words create a feeling of importance in the minds of the audience. It makes the audience feel special and understood. Therefore, the only way a company can get a positive outcome from the customers is by communicating in a more personalized tone.
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