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Reframe the Unpleasant
Unpleasant situations can happen at work. You can't control the situation, but you can control how you react and speak.
Tip: Choose words that have a more positive, forward-moving tone. Try not to speak about what's gone wrong. Speak about what is being done to correct it or move forward. This is also known as "taking the next step".
Communicating with positive words matters!
- drawing attention to the negative may reinforce or even create frustration that wasn’t there (try not to do this)
- most people want a solution and don't care why the delay happened
When you frame your response with appreciation, optimism, or action, you build trust and professionalism.
| Negative |
Positive |
| This isn’t my typical work. |
I look forward to feedback. |
| Apologies for the long wait. |
Thank you for your patience./Thank you for waiting. |
Reminders:
- Lead with gratitude, confidence, and next steps.
- Positive language isn’t about pretending problems don’t exist. It’s about shaping perception, reducing tension, and keeping conversations constructive.
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