Depending on your generation, you probably peppered your speech with words like "cool," "awesome," and "sweet," when interacting with your peers. But while an informal vocabulary is fine if you're hanging out with friends, the business world demands a more professional tone. Because our society as a whole has become so casual, it can be easy for our language to follow suit. However, in doing so you could inadvertently offend a valued client or employer who sees your slang or colloquialisms as a sign of laziness on your part. In other words, they won't see you for the hard worker that you really are.
Just what words and phrases should you steer clear of in the business arena? I collected some of my favorites that I often hear. For each category, I've listed some bad responses, complete with effective alternatives that you should use instead for a polished, professional vocabulary.
Words that mean nothing. Expressions such as, "To tell you the truth," or "Let me be honest with you" diminish your credibility. Weren't you being honest or telling the truth before that statement?
Words that convey doubt. Statements such as "I'll try" or "I don't know" convey to the listener that you are not sure if you can assist him or her. Instead, replace them with "I will" and "Let me check and find out."
Words for customer service situations. When you use "No problem" it sounds too casual. Replace it with "My pleasure," "Certainly," or "I would be happy to do that."
Words that convey negativity. Examples such as "We can't do that," "You don't understand," and "There's nothing I can do" send the message that you are not willing to help. Instead reply with "Here's what we can do" or "Let me see what I can do to help you." Giving a response such as "It's not my job" is another expression that conveys a no. Replace it with "Let me connect you to Mr. Jones who can assist you with that."
Words that show you are not a team player. When a co-worker shares an idea, if you respond with "That's impossible," "That's a stupid idea," "You are absolutely wrong," or "That won't work," you show to others that you are not open to new ideas. Words like this are career-inhibiting moves. Instead, listen and be willing to explore an idea that is new to your way of thinking.
Words that are too informal. When you use words such as "whatever," "you know," "anyway," "totally," "shut up," and "like," they sound like they're coming from a teenager, not a savvy and confident business professional.
Words as fillers. Words such as "um," "so," and "ah" are often used as fillers. As hard as it may be, condition yourself to strike these fillers from your speech���it can convey doubt and a lack of preparation, which is not the message you want to send to clients. Make an effort to replace those words with a breath. It will give the listener time to absorb your points and it will give you a chance to think about what you want to say.
As you may have noticed, much of what transforms a bad response into a good one is a slight tweaking so that the statement sounds positive, not negative. Instead of focusing on words like "don't," "won't," or "can't," focus on "do," "will," and "can." It's much more proactive and reassuring to the person you are dealing with.
Listen to yourself and be aware of your speech language patterns. With a little adjustment, your vocabulary���which should apply to your email as well as your phone conversations���will convey the confident, poised, competent and attentive image that you have worked hard for!
©2007 Professional Image Management
Juanita Ecker, president of Professional Image Management, is a corporate image and business etiquette consultant. She can be reached by phone at (518) 279-9388 or online at www.professionalimagemanagement.com.