Words are powerful. The words we choose to use have the power to encourage or dishearten, to influence, lift someone up or tear them down, the words you speak express volumes about who you really are. What you say matters! Whether you’re making suggestions to a customer or making an off-the-cuff comment on your lunch break, everything you say becomes part of the story of you.

We have the natural instinct to say what’s on our minds unless it hurts someone’s feelings, but there’s more to it than than that. Our words have a strong effect on others, so I’m begging you… choose your words wisely.

Speaking expressively and fluently not only improves your day to day communications but it builds up your overall image and presence. Every verbal encounter you have during the day is an opportunity to create a positive impression.

Sometimes, without even realizing it, we choose words that make us come off differently than we mean to. Here are some common phrases you should never say at work:

Does that make sense? – What you are trying to do is see if the customer understands you…how it comes across is that you don’t really understand the concept yourself. Instead try asking ‘What are your thoughts?’

It’s not fair – Lots of things aren’t fair. Whining about them doesn’t make them fair. It makes you look immature. Instead, mull over a way to do things better and present your thoughts to someone who can do something about it.

I haven’t had time – O.K. This likely just isn’t true. You’re telling me you haven’t taken time to chat with your co-workers, looked up something online or taken a break in the last month? Chances are you haven’t used every single minute of every single day at work being nothing but productive. We’re only human after all. Whether you forgot about it or simply didn’t organize your time well, nobody wants to hear this lame excuse. Instead of explaining why something is late, just give a time that it will be done and do it.

That’s not my responsibility – Even if it’s not in your job description, stepping up shows that you’re a team player and willing to go the extra mile to get things done. It may help to remember that we are all working toward making our company successful.

You should have – Stop finger-pointing and fault finding! Doing so only tears people down and discourages them from trying harder in the future. Try taking a more positive approach such as ‘Next time you may want to…’

Sorry, but – This implies automatically that you are being annoying. Don’t apologize for taking us space of having a valid opinion.

Actually… – Starting your sentences with the word ‘Actually’ shuts people down emotionally and builds a wall between you and them…the last thing you want to do with customers! Listen to how it sounds. ‘Actually, what we do is’ or ‘Actually, it’s over here’ Ugh! It makes people feel like they were ‘wrong’. Instead choose words that have a more positive spin.