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In this era of information overload, it’s easy for your information to

get lost. As a communicator, your duty often is to call attention to

critical problems, significant changes, and impending risks so that

decision makers can get the information they need. Present it clearly

focused and the receivers can pick it up quickly and sharply. Present

it in a roundabout or obscure manner and they may miss it.

 

Here’s how language can

help achieve that:

* Prioritize information.

* Highlight key words.

* Choose the short, snappy phrase versus the convoluted one.

* Make it easier to get with enumeration, bullets versus wordy

paragraphs, and sharp segues into a new topic.

* Apply vocal STRESS; inflection, pauses . . . ; repetition, I

repeat, repetition.

 

 

How eager are you to engage in dialogue with someone you know

to be always in a dour mood, with never a good word for anyone,

who always looks for trouble ahead and never the bright side?

The person who is more likely to snarl and insult than to help or

cheer up? Anybody come to mind? Does that constant negative style

add to the team? Do you look forward to working with him or

her?

Now does anyone come to mind whom you would describe as

a positive communicator? Especially one who makes sense and offers

a valuable contribution (note that a cheerful chap can equally be a

useless one)? A person whose working relationship is generally one

you look forward to rather than avoid?

 

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How often do you say “thanks” or “good job” to your colleagues,

spouse, or kids? How often do you pass on praise to the dog, or

cat, or parakeet? Do you sense an imbalance there?

Something that amazes me often is not receiving a “thank you”

from a service representative of a company I’m giving business to.

My personal customer service list says that key number 2 in customer

service, often omitted, is to say thanks. Key number 1, also violated

regularly, is giving a friendly hello to someone when they first walk

into the store. Do you recall any instances where these keys were

missing, and what your reaction was?

My experience also shows we have an epidemic of failing to

thank those who have done something for us. What did you do when

someone sent you an interesting article, gave you a fun book, helped

you with a good lead, and so on? How about a quick phone call,

an e-mail, or—egads!—a handwritten note? Go ahead, test it out: send

a dozen (50? 100?) colleagues their own individual copy of an important

book—say, Say It Like Shakespeare—and see how many respond

with a thank-you. (Or is their lack of response a possible

editorial comment? Hmm . . . )

 

Page 57

When giving positive feedback:

* Apply the time-proven adage, “Praise in public, criticize in

private.”

* Before going public, consider your method of communicating

to ensure other employees won’t be ticked off, feeling they

worked just as hard for no praise.

* Talk about specific actions or behavior and the benefits

achieved. This effort can help the receiver clearly understand

the basis and keep their perspective (the fact that they

reduced water waste doesn’t mean they walk on water). It can

also head off the irritation in others who might have

concluded the praise is primarily from favoritism or “sucking

up.”

* Where applicable, involve employees in the selection process.

When they choose “most valuable,” it often goes over better,

and may be more accurate, than if you, as supervisor, do it.

At the Olympics, it’s the athletes, not the officials, who

decide who carries the flag in the opening and closing

ceremonies.

 

Page 78

In the age of e-mail,it’s easy to launch a diatribe against a colleague

that proves later to be unwise,especially if that message gets copied

to twenty-five other people. Then you may be perceived not as someone

with a lament but as an insensitive hothead,racist, or sexist.

Before you send a negative missive,print it out,take another look at

it,and perhaps ask a colleague to review it.

If you’re a speaker or a trainer,it’s a good idea to rehearse your

material in front of others,to get their feedback before you go public

with it. You can also ask participants to fill out a feedback sheet,as

they may feel safer telling you something negative anonymously. Take

those comments seriously.

Take-Away Ideas

* Poor language can be a serious detriment to your success and

advancement.

* Many people are unaware of their language mistakes,either

spoken or written.

* Get feedback to identify your own verbal flaws,and start a

campaign to fix,corr ect, and even rectify them.

* Speak up when your input is needed.

* Think before sending messages that might offend others and

truly set back your career.