Authentic Global Solutions

Words are singularly the most powerful force available to humanity

Yehuda Berg

Sometime ago, I was having a conversation with a colleague about how to word some information we needed to communicate. We needed to get an uncomfortable point across to another colleague but struggled to find the right expressions that would create the impact required. We needed the other colleague to take action but we did not want them to get defensive about it. The situation was not ideal and knowing the personality of the colleague a direct approach would not have given us the reaction or outcome required.

It dawned on me there and then that our words have a big impact on the outcomes we achieve in any form of engagement. We knew that what we needed to communicate would not be pleasing to the other colleague but we were also under no illusions that the matter could be swept under the carpet. It needed to be handled. The situation was like being caught between a rock and a hard place.

The only way to tackle this was with carefully crafted words. Our words play big role in how our messages are received. This coupled with our expressions – how we speak the words, body language, facial expressions etc determine how the message is received. The outcome we desired was for the colleague to realise the work was not going to plan, but not to despair to the point where they then get defensive and argue rather than seek a remedy. In this case our words had to convey the troubled state of the work as well as hope that the situation could be rectified.

Here are five ways to enhance positive outcomes from your spoken words:

• Let your words/message be delivered with humility and compassion even when you are right and the receiver is to be corrected. Remember that even the toughest person you will encounter is human and underneath any tough exterior is a human heart.

• Let you words be truthful, devoid of any exaggerations or embellishments. Always remain factual. If you are unsure of what you are communicating, say so. This gives the receiver the benefit of doubt and makes it easy for you to accept being wrong if in fact you turn out to be.

• Avoid manipulative or threatening words. I often find myself using the thesaurus to find alternative words that get my point across without offending.

• Some things are just best said in person. When having difficult or crucial conversations (Read the blog post here), it is always better to have a face to face discussion. This allows you to judge how the conversation is going and gives you the opportunity to adjust the message as you go along based on the reaction or response of the receiver.

• If you are going to send a controversial message, play it to yourself first, putting yourself in the position of the receiver and assess the impact on you. You might find that you need to change some words which appear harsh, insulting or patronising. Where you need someone to act, be clear and concise, use imperatives so that there is no confusion as to what you are expecting the receiver to do, but remain respectful.

I hope you found this useful. I would like to hear your experiences of how much your choice of words have impacted your outcomes in business, professional or personal relationships.

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