126b Communication Survival Tool ……”Shelley’s Script”

Shelley’s Script


Shelley’s Script

Audio Link Visual 2

(Audio part 1)


With many thanks to my very good friend and fellow Coach, Shelley.

The idea of this ‘Script’ is to give you a tool to use when you have a difficult subject to talk or write about.
If you practise it, or keep a copy of the subject headings to hand and use it often, it’ll get easier to use.
My recommendation is to jot down the content before the event. It’ll give you the confidence to broach subjects you’d never of spoken (or written) about before.
Here are the subject headings, it’s in 4 parts. It can be used in every area of life and I’ve put together a few examples of it in full flow.

1. I’d like you to listen and hear what I’ve got to say.
2. What I love and appreciate about you.
3. The problem.
4. The solution.

Colour coded for easy reading…………………………

Example No 1.

Reporting a fault on a Television bought from a High Street shop. (verbal)

“Hi, I’m hoping you can help me, thank you for delivering the TV it arrived yesterday as you said it would. When we opened the packaging, we noticed a large scratch on the casing and it stands out a lot. So we’d be grateful if you can exchange it for another on please.”

Audio Link Visual 2

(Audio part 2)

Example No 2.

Reporting bad service at the local Medical Centre pharmacy. (letter)

“Dear Mr Health Centre Pharmacy Manager,
I’m writing this letter as I feel the need to express my concerns and I hope you will take them seriously.
The new Health Centre complex in our local town has great new buildings and modern facilities, but I’m afraid I left the Pharmacy extremely perturbed yesterday. The assistant took my prescription and on completion duly called me over when it was ready for collection. Then proceeded to ask extremely personal questions in a loud voice, so the other customers were left in no doubt as to the contents of my bag!
I felt very embarrassed and as if my privacy had been invaded.
May I suggest that this is brought up at the next staff training session and that your assistants are made aware of the discomfort this has caused me. As I am sure I am not the only person who feels uncomfortable in this situation.
With Regards “


Example No 3.

Writing to your soon-to-be ex-husband explaining your concerns about one of your children. (letter)

“Hi xxx,
I’m writing because it’s easier to put my thoughts down on paper at such a difficult time for both of us.
Despite our situation I know you are a great Father to Jack and Jill and I’d like to think we can co-parent the children separately, but together, in a positive way.

Jack has started wetting the bed and he’s been crying a lot recently. I think he’s picking up on the anxiety our situation is creating.
Can I suggest that we keep our negotiations out of earshot of both the children? I know it’s difficult as emotions are running high, but feel it would be for their benefit. They are both in bed by 8.30pm so we can go through any issues or arrangements on the phone after 9pm.
Hope we can work together on this.



I hope you find this tool useful. Over the years, many of my clients have adopted this style and have been able to express themselves in a civilised and productive way.


Once again many thanks to my lovely friend Shelley, x