I just completed Sandra Post's short game golf clinic. (Notice I said
completed, not graduated from.) One of the best tips I received was "keep it
simple." No matter what club you are using or the distance you are trying to hit, use
the same basic stroke.
If you add fancy footwork, a unique flick of the wrist or extra lower body
movement, you may connect occasionally but, in the end, you'll create more problems. Be
consistent. That way, even under pressure, you'll always remember exactly what should be
done to succeed.
This advice applies equally well to the world of business communication.
People judge you all day, every day, on many factors including the words and phrases you
use. Too often, business people believe they will appear more professional if they
cloak their written and spoken messages in pompous words and clichés. But it
doesn't work. Don't try to impress your readers or listeners. They are too busy to find
convoluted messages interesting or useful.
In writing
Focus on what the reader wants to know and needs to know and deliver that
message, using words the reader can easily understand. Contrary to popular belief,
polysyllabic words and passive voice sentences will not make you look professional in the
reader's eyes—only clarity and conciseness will.
In preparing e-mails
Tell the reader why he should read your e-mail in the opening line. Too
many writers deliver an e-mail in a chronological order. They give the background
information first and wait for the last screen before telling the reader what they want
from him. As many people read opening paragraphs to decide whether to continue reading,
backward writing is not effective. Deliver "the hook" first.
If you have a deadline, place it in the subject line. That way every time
the reader opens his inbox, he'll see your time line.
In listening
Use your eyes, as well as your ears, to listen. Don't busy yourself
mentally rehearsing how you are going to top the speaker's comments. Keep it simple. Stay
in the moment and work with the information the speaker is giving you. Ask him questions
to extend his thoughts and to further clarify his viewpoint.
In leaving voice mail
Deliver a strong upbeat and brief message. Don't get cute. Be polite, firm
and assertive. You have only 10 to 15 seconds to make a good impression.
Never start with "I'm sorry I missed your call." No one believes it.
Offer callers the option of reaching someone immediately. Say what you
need from them—a message, a name, a phone number. Tell them when you will return
their call or the best time to call you back. Let them know if the message has a time
limit. Change your messages as often as necessary.
In speaking
People take their cues from your language when deciding whether or not
they want to co-operate with you. If you bluster, exaggerate or try to upstage others, you
won't gain creditability. Winning speakers communicate in a straightforward fashion. They
project positive expectations, give credit where it's due, speak decisively, and tell the
truth.
Whether you are swinging a club on the golf course or communicating in the
business world, remember—for a positive finish—keep it simple.
About Jane Watson
©2002, Jane Watson is dedicated to advancing business communications.
She is a consultant, author, keynoter and trainer and can be reached at
jane@jwatsonassociates.com or (905) 820-9909. |
