Soft words that land
Register and repair
A
跟客户说话，你一般用多正式的语气？Gēn kèhù shuōhuà, nǐ yìbān yòng duō zhèngshì de yǔqì?
How formal is your tone with clients usually?
B
比跟朋友正式一点，但也不想太僵。Bǐ gēn péngyou zhèngshì yìdiǎn, dàn yě bù xiǎng tài jiāng.
A bit more formal than with friends, but not stiff.
A
如果听错了，你会怎么补救？Rúguǒ tīng cuò le, nǐ huì zěnme bǔjiù?
If you mishear, how do you repair it?
B
我会先道歉，再把关键词确认一遍。Wǒ huì xiān dàoqiàn, zài bǎ guānjiàncí quèrèn yí biàn.
I apologize first, then reconfirm the key words.
A
有时候放慢语速，对方就放松了。Yǒu shíhou fàng màn yǔsù, duìfāng jiù fàngsōng le.
Sometimes slowing down helps the other person relax.
B
对。换个更软的说法，也比直接否定好。Duì. Huàn ge gèng ruǎn de shuōfǎ, yě bǐ zhíjiē fǒudìng hǎo.
Right. A softer rephrase beats a blunt no.
A
比如不说「你错了」，而说「我理解成这样，对吗？」Bǐrú bù shuō nǐ cuò le, ér shuō wǒ lǐjiě chéng zhèyàng, duì ma?
For example, not “you're wrong,” but “I understood it this way — right?”
B
嗯。这样既保留面子，也能把事实说清。Ǹg. Zhèyàng jì bǎoliú miànzi, yě néng bǎ shìshí shuō qīng.
Yeah. That saves face and still clarifies facts.
A
和长辈说话，称呼也得注意。Hé zhǎngbèi shuōhuà, chēnghu yě děi zhùyì.
With elders, forms of address matter too.
B
我会多用「您」，少用太随便的口头禅。Wǒ huì duō yòng nín, shǎo yòng tài suíbiàn de kǒutóuchán.
I use nín more and skip overly casual fillers.
A
如果气氛紧张，先承认自己可能听偏了。Rúguǒ qìfēn jǐnzhāng, xiān chéngrèn zìjǐ kěnéng tīng piān le.
If the mood is tense, first admit you may have misheard.
B
这一招很管用，往往比争对错更快收场。Zhè yì zhāo hěn guǎnyòng, wǎngwǎng bǐ zhēng duìcuò gèng kuài shōuchǎng.
That move works — often ends faster than arguing right/wrong.
A
也别一口气解释太长，分段确认更好。Yě bié yìkǒuqì jiěshì tài cháng, fēnduàn quèrèn gèng hǎo.
Don't monologue — confirm in chunks.
B
好。我下次开会先复述对方的重点。Hǎo. Wǒ xià cì kāihuì xiān fùshù duìfāng de zhòngdiǎn.
Okay. Next meeting I'll restate their key points first.
A
说话的艺术，其实就是让人愿意继续听。Shuōhuà de yìshù, qíshí jiùshì ràng rén yuànyì jìxù tīng.
The art of speaking is really making people want to keep listening.
B
记住了。软一点，慢一点，确认多一点。Jì zhù le. Ruǎn yìdiǎn, màn yìdiǎn, quèrèn duō yìdiǎn.
Got it. Softer, slower, more confirmation.
Check your understanding
Optional — pick an answer, then reveal the keys.
1. How formal is B with clients vs friends?
2. What is B's repair sequence?
3. What can help the other person relax?
4. What soft alternative to “you're wrong”?
5. What pronoun does B use more with elders?
6. What often ends tense talk faster?
7. Why confirm in chunks?
8. What will B do next meeting?
9. What is the art of speaking here?