Use The Right Words

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I learned this from listening to the people I admire the most. How to use words that say it all. I was on someones butt about getting insurance he said "when they ask me why I have waited so long I tell them I have been trying no one will give it to me." I said " You Don`t Say That!" So he asked me how was he supposed to answer the question and I told him "The owner is requiring that I purchase insurance" and let it be. The waiting game from this morning, repairing the unknown damage : He called just minutes before the end of a business day, when I answered it was formal, announcing his name and he waited. I did not ask if I could get this done, I said "This is Andria and I wanted to know when we will get this started" then he gave me the schedule If .....If he would have declined I would have politely said thank you and let it go and moved on. Sometimes its all in how you say something. Do you listen to how things are said? Not just the tone but the words.