Find a way to say it

Learning Objective: Help participants identify negative or unprofessional language patterns and confidently rephrase them into tactful, customer-friendly responses that build trust, defuse tension, and improve customer experience.

In customer service, every word matters. This activity sharpens your team’s ability to transform potentially frustrating language into empathetic, respectful communication that positively shapes customer perception.

Core Activity – Find a Way to Say It

Group Size: Two teams (4–10 participants each) | Estimated Time: 20–25 minutes

1. Form Teams: Divide participants into Team A and Team B.
2. Round 1: Team A presents a negative or potentially irritating phrase, such as “You don’t know what you’re talking about.” Team B must quickly rephrase it into a positive alternative, for example, “Thanks for highlighting that—let me clarify.”
3. Roleplay: After the rephrased statement, a designated participant acts out the customer’s reaction—to highlight the impact of tone and language.
4. Round 2: Switch roles. Team B supplies the negative phrase, and Team A rephrases it.
5. Rounds Continue: Alternate for 6–8 rounds. Award points for clarity, empathy, speed, and creativity in responses.

Expanded Examples of Common Negative Phrases

• “You’ve come through to the wrong place.”
• “No, that’s wrong.”
• “You don’t understand.”
• “If you’d just listen to me…”
• “I already told you that.”
• “That’s not my job.”
• “There’s nothing I can do.”
• “You’re being unreasonable.”

Trainer Tips for Optimal Delivery

• Encourage teams to explain why their rephrasing improves the customer experience.
• Engage volunteers to role-play customers reacting to each phrasing, highlighting tone and emotional impact.
• Write top positive phrasing examples on a flipchart or whiteboard for group reference and reinforcement.
• Incorporate timing or scoring to add a friendly competitive edge and maintain engagement.
• Encourage sharing of real customer call experiences to link concepts to practice.

Debrief Discussion Questions

• How did changing the tone shift the message’s impact—even when the facts stayed the same?
• Which words or phrases trigger customer frustration the quickest?
• How will you adjust your language on your next customer call or chat?
• What role does empathy play in your phrasing choices?

Alternative Activity 1 – Positive Language Relay

Estimated Time: 15 minutes | Group Size: 6–12

Arrange participants in a single line or circle like the “telephone” game. Whisper a negative phrase (e.g., “That’s not my job.”) to the first person, who then whispers a slightly improved, more positive version to the next. Continue until the last participant says their version aloud. Compare it to the original phrase and discuss.

Learning Focus: Incremental improvement, listening accuracy, tone awareness.

Alternative Activity 2 – Empathy Response Matrix

Estimated Time: 25 minutes | Group Size: Tables of 3–5

Prepare scenario cards with difficult customer statements (e.g., “I’ve been transferred three times!”). Teams draw a card and fill out a 2×2 matrix on flipchart paper:

• Column 1: “What NOT to say” (two examples of negative phrasing)
• Column 2: “What TO say” (two respectful, positive alternatives)

Teams present their matrices, and peers vote on the most empathetic phrasing.

Learning Focus: Empathy mapping, phrase-building, peer feedback on tone quality.

Learning Outcomes (All Activities)

• Sharpen phrasing skills toward respectful, solution-oriented language.
• Strengthen empathy and active listening in customer interactions.
• Identify and replace “toxic” language with positive alternatives.
• Build team awareness of the impact of tone and word choice on customer perception.

Recommended Training Packages to Complement This Activity

• Find a Way to Say YES Package
  Builds on this activity by teaching agents how to say “yes” positively, turning objections into opportunities.
• Communication Skills Training Package
  Develop essential verbal and non-verbal communication skills for outstanding customer experiences.
• Emotional Intelligence Training Package
  Empower your agents to self-manage emotions and understand customer feelings for better interactions.
• Team Building Training Package
  Enhance collaboration and trust within your team, fueling a positive service culture.

Get Started Today

Turn negative language into positive relationships. Incorporate the Find a Way to Say It activity and these expert training packages into your sessions for measurable improvements in customer communication and satisfaction.

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