One of my employees was telling me about his daughter, who came home from college for the holidays. He asked her, “How are things going?”
“Good,” she said.
“How is the food?” he asked.
“Good,” she answered.
“And how’s the dormitory?” he asked.
“Good,” she said.
Not to be discouraged, he countered with, “The old alma mater always has had a good football team. How did they do this year?”
“Good,” she said.
“How are your studies going?” he asked.
“Good,” she replied.
“Have you decided what you want to major in yet?” he asked.
“Yes,” she said. “Communications.”
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She will certainly benefit from a few classes.
There will always be a place in the world for those who can express themselves clearly, quickly and persuasively. We’ve all been using language since we were toddlers, but many of us still aren’t comfortable or proficient in expressing our thoughts. Too bad, because the difference between careers is often not the quality of our ideas, but our ability to express them.
Words are the most powerful tools in our society. They determine whom we vote for, what we believe in, what we buy. They move us to love, to hate, even to sacrifice our lives.
It’s really the same in business. Clear, concise communication is a key to the success of companies.
The late Sam Walton, founder of Wal-Mart, said: “The necessity for good communication in a big company like this is so vital, it can’t be overstated. What good is figuring out a better way to sell beach towels if you aren’t going to tell everybody in your company about it?”
Jack Welch, former CEO of General Electric, added: “Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to its completion.”
Former Boston Celtics coach Red Auerbach was one of the most successful basketball coaches in history. He believed that the basic principles for success are the same in athletics as they are in business. One of his four principles is communication.
“Good teams always have honest and open communication,” he said. “They don’t put personal interests in front of team interests, and they don’t blame others when things go wrong. They air complaints openly and keep personal issues confidential within the team.”
Speaking, literature and motivational courses all can help you improve your ability to communicate effectively. Upgrading your communications skills is an important way to open the door to a job or advance your career.
In my case, my mother, who was a teacher, got me started at the tender age of 12. At that time, my idea of vocabulary upgrade consisted of adding to the string of cuss words I could say without repeating myself. A colorful skill, but of limited value in mixed company, and it put me at personal risk within the Mackay household.
My mother had an innovative idea. She ordered a subscription to Reader’s Digest, and it was in my very own name.
Over the years, I have learned the value of using the right words at the right time. I choose words every day. When speaking, writing, requesting and deciding, I use some words, and not others. You do, too. The words we choose create meaning and mission in our lives.
My good friend Nido Qubein, president of High Point University and a fellow member of the National Speakers Association, said: “Don’t use words like ‘I think’ or ‘I might’ or ‘I’ll try.’ Use words like ‘I believe’ and ‘I will’ and ‘You can depend on me.’ I had a guy working with me one time. Every time I’d give him an assignment, he’d respond by saying, ‘I think I might be able to try.’ You can’t build a business with a person like that on your team.”
Every word and phrase you choose conveys mood, tone and meaning. Remember, customers and colleagues come in every possible stage of enthusiasm, anxiety, understanding and confusion. Pay attention! When you are offering, asking, responding, explaining, invoicing, installing or advising – choose the words you use with care.
Review the language of your company communications. Read everything in writing. Listen to the words as they are spoken. Listen carefully to your language … and improve it.
Mackay’s Moral: You don’t have to shout to get your point across if you use the right words.
Harvey Mackay is author of The New York Times best seller “Pushing the Envelope.” He can be reached through his Web site: www.mackay.com; or Mackay Envelope Corp., 2100 Elm St., Minneapolis, MN 55414.
