Welcome to our new resource on Workplace English for Conflict Resolution, where we will look at words, expressions, and phrases to avoid when dealing with potential conflicts or disagreements at work. This article has been adapted from our book Cultural Intelligence 2.0 .
Table of Contents:
Workplace English for Conflict Resolution
When dealing with difficult conversations at work, it's important to distinguish between facts and interpretations to ensure the conversation stays objective.
Don’t make assumptions; focus on facts alone.
Personal opinions or biases can cloud your judgment, particularly in a cross-cultural setting, where you don't have all the information.
Use neutral words that don’t contain negative vibes for any party, to avoid escalating emotions or triggering defensiveness.
Avoid blaming or accusatory statements and focus on using non-negative, neutral words and tone.
Here, diplomacy comes first, balancing assertiveness with sensitivity.
Here are some words, expressions, and phrases to avoid and some better alternatives you can use:
1. Which is best to use in Workplace Communication, "You always...," "You never...," or "Sometimes..."?
Instead of "You always..." or "You never..." try "Sometimes...
Example: "Sometimes it feels like we're not effectively communicating our expectations."
2. "Fault," "blame," "contribution," or "involvement."
Avoid using "fault" or "blame," opt for "contribution" or "involvement."
Example: "Let's discuss each team member's involvement in the project outcome."
3. "Problem," "issue," or "challenge."?
Replace "problem" with "issue" or "challenge."
Example: "We encountered an unexpected issue during the implementation phase."
4. "Perspective" Versus "Opinion."
Use "perspective" instead of "opinion."
Example: "I appreciate hearing your perspective on this matter."
5. "Accuse," "attack," "raise concern," or "address."
Instead of "accuse" or "attack," use "raise concern" or "address."
Example: "Instead of accusing anyone of mishandling the situation, let's address the concerns raised."
6. "Wrong," "right," "different," or "alternative"
Avoid "wrong" or "right," use "different" or "alternative."
Example: "We have different approaches, and both have their merits."
7. "Mistake," "misunderstanding," or "miscommunication."
Instead of "mistake," consider "misunderstanding" or "miscommunication.
Example: "It was a misunderstanding that led to the discrepancy in the report."
8. "Clarify," or "explain again"?
Use "clarify" instead of "explain again."
Example: "Could you please clarify your expectations for the project timeline?"
9. "Conflict," "difference of opinion," or "disagreement"?
Avoid "conflict," use "difference of opinion" or "disagreement."
Example: "We're experiencing a difference of opinion regarding the proposed solution."
10. "Defensive," "guarded" or "protective."
Replace "defensive" with "guarded" or "protective.
Example: "I understand you're feeling protective of your ideas and I respect that."
11. Should I use the words "bad," or “negative”?
Instead of "bad," or “negative” use "challenging" or "difficult.
Example: "We're facing a challenging situation that requires careful consideration."
12. Is it OK to say "change" or "fix" when Communicating at Work?
Use "improvement" instead of "change" or "fix.
Example: "Let's explore opportunities for improvement in our process."
13. Can I use Direct Accusations?
Avoid direct accusations with “you”, opt for "observation" or "noticing."
Example: "I observed some discrepancies in the data that need clarification."
14. About the Word "Demand."
Instead of "demand," use "request" or "ask."
Example: We kindly request that all employees attend the mandatory safety training session.
Notice the use of “request” above.
If it’s “mandatory,” then is it really a “request”?
15. How to Talk and Write About Criticism Without Using the Word "Criticism"
Avoid "criticism," use "feedback" or "suggestion."
Example: "Thank you for your feedback on the presentation. I'll take it into consideration for future improvements."