WEBVTT

0:00:01.840 --> 0:00:08.180
so we're going to use active language
there's a good way of testing for this

0:00:08.180 --> 0:00:12.740
and seeing for it so after today's
session go and have a look you you your

0:00:12.740 --> 0:00:16.460
work if you write directly to customers
or look at your team's and do the by

0:00:16.460 --> 0:00:21.710
robots test because if we use the
passive it makes it sound like a robot

0:00:21.710 --> 0:00:26.510
has done it was happen by magic so the
test is if you can put the words by

0:00:26.510 --> 0:00:32.060
robots at the end of a sentence its
passive and if you can't it's active so

0:00:32.060 --> 0:00:37.820
I'm gonna I'm gonna just show you a
quick example of that and do the by

0:00:37.820 --> 0:00:42.680
robots s tell me if it's active or
passive right in the in the comments

0:00:42.680 --> 0:00:47.030
please so if you can put my robots at
the end of the sentence its passive if

0:00:47.030 --> 0:00:51.830
you can't it's active your complaint
will be looked into is this active or

0:00:51.830 --> 0:00:55.040
passive
you probably got this one you your

0:00:55.040 --> 0:00:59.090
complaint will be looked into by robots
is passive so there's no sense of I'm

0:00:59.090 --> 0:01:02.330
the customer this is going to happen
that the person I'm talking to is

0:01:02.330 --> 0:01:06.830
actually going to do it because there's
no sense of ownership there's no I

0:01:06.830 --> 0:01:11.510
there's no we in there so what's the
active version I will look into your

0:01:11.510 --> 0:01:15.890
complaint that simple shift we assured
you that you are still talking to a real

0:01:15.890 --> 0:01:21.440
person and that real person is gonna go
and do what you want them to do what you

0:01:21.440 --> 0:01:24.290
want the customers to say here is where
our real person is going to sort this

0:01:24.290 --> 0:01:29.630
out for me it instills trust using the
active we we believe that this is going

0:01:29.630 --> 0:01:32.170
to happen