Why is a positive style of communication helpful? It helps to keep everyone calm, including you. Taking control of your actions give you time to think, observe and stay objective. It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about. It helps to counteract aggression; it’s difficult to shout at someone who is calm and controlled. You are continuing to act in a professional manner for the organization, no matter how you might feel about the situation and the customer. This will help you to build a relationship with the customer. As a total your work will gets finished smoothly than you expected.