言葉を選ぶ。「Ⅾ言葉を避け、Ｓ言葉を使う。」
私たちは、家族であったり、仕事の同僚やお客様など、毎日数多くの人と接しています。そんな人たちとトラブルなく会話できれば、いい一日が過ごせます。そのためのヒントをお伝えします。
それが、Ⅾ言葉を避けＳ言葉を使うということ、つまり言葉を選ぶことです。Ⅾ言葉とは、「だって」「でも」「ですから」といったⅮが頭文字の言葉のこと。それに対してＳ言葉とは、「失礼しました」「すみません」「承知しました」などの相手に同意を表す言葉のことです。
「ですから」という上から目線でなく「承知しました」という同意の言葉に置き換える。「だって」という逃げ腰ではなく「失礼しました」という言葉に変換する。「でも」という反抗的な態度を「すみません」という言葉に変えるこどでクレームを避けることができます。
会話中で、あいづちで共感を示すのも大切なことです。たとえば、酒に酔って理解不能な人に理屈は通じにくいものです。私も「大丈夫ですか？」の一言で一時間も詰め寄られたことがあります。自分自身のため、できるだけ神経を逆なでする、Ⅾ言葉でなく、スムーズな対応がとれるＳ言葉を選びトラブルを未然に防ぎましょう。
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