Telephone Excellence by Mike Mitchell

Put Some Thought into Your Words
By Mike Mitchell

Mark Twain said, "The difference between the right word and almost the right word is the difference between 'lightning' and 'lightning-bug'." The writer of the Old Testament book of Psalms asked God to, "Let the words of my mouth...be acceptable to you...." Are words really that important?

Yes! Words, if rightly spoken, can encourage, inspire, motivate, and instruct. Words used incorrectly, however, can deceive, destroy, confuse, and confound the listener. Let's look at a few examples of how words have had a profound effect on listeners.

-Who has not been captivated by Martin Luther King Jr.'s 'I Have a Dream' speech?

-Zig Ziglar has inspired millions of listeners with his encouraging and motivational lectures and audio products.

-ESPN's John Miller can announce a football game so vividly over the radio and create such excitement that, in your mind's eye, you can practically see the action as if you were in the stadium.

-Talk radio is one of the fastest growing formats filling the airwaves today. Unseen broadcasters communicate with anonymous callers to discuss (mostly) relevant topics of local or national interest.

Are your words able to encourage, motivate, and instruct? The right words can build teamwork, avoid confusion, and create a positive environment where everyone is focused on the same goals. By communicating effectively, we may be able to improve our ability to successfully complete projects and avoid unnecessary delays. The right word spoken at the right time can also empower employees and make them feel appreciated.

How does the listener perceive and respond to your words? Do you have a rich and interesting vocabulary? The telecom industry, more than most, uses a plethora of acronyms. I attended a class recently where a technical person was speaking to a non-technical audience. She used so many acronyms that the person sitting next to me couldn't even follow her presentation. He continually asked me to interpret this 'foreign' language (i.e. VoIP, CTI, IP, QOS, OS, T-1, PRI, SME, etc). Using such acronyms may be appropriate, but a non-technical audience may also need more explanation in order to comprehend the message.

With this new year, let's renew our commitment to communications excellence by choosing our words carefully. Select words that are appropriate for each situation and person, and speak encouragingly, so as to motivate and inspire. Our words should demonstrate the strength of our character, our leadership value, and our compassion as human beings.

Mike