Blunt Language and Its Dangers
Red diamonds are known as the most expensive and the rarest diamond color in the world. It is Communication Intelligence’s hope that the quotes shared in this section of the magazine will be rare “finds” that will be highly valued.
“The biggest issue with blunt language is how it might be received. If received badly, it can destroy trust, upset customers and damage working and personal relationships. It can be received as rude, curt, angry, unhelpful or just unfriendly, and may work against accomplishing your goal.
“When we communicate with others, whether they are colleagues, clients, customers, friends or family, our language can make or break our relationships.”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
“Blunt language is not in and of itself problematic. Some people have no issue with blunt language. However, we are often unaware of how our language is being received. Even if we are simply a plain-spoken person who says it like it is and we mean no harm, we can still create ill will.”
“With that in mind, if we make a conscious effort to use positive language, people-focused language, it will be less likely to be misinterpreted.”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
“First, think about what outcome you'd like to accomplish. Then think about whom you are talking to. How are they likely to receive your message?”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
“Let’s take a common word we use all the time, ‘No!’ Nobody likes to hear
it yet we say it all the time. Whenever we say ‘No,’ to a request, the other person most likely thinks, ‘why?’
“This often unspoken question needs to be answered.”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
“Before responding, I suggest putting the request through this filter: ‘Is what they were asking for illegal, immoral, unethical, unsafe or impossible?’
“If it is any of those reasons, that could be your answer to the question, ‘why?’ For instance, you might respond, ‘I know you would like us to do XYZ, but we cannot because that would be illegal.’ You may not give the person what they want, but you can at least let them know why.
“If what they asked for is not illegal, immoral, unethical, unsafe or impossible, you might respond with what you can do. It might not completely solve the issue, but it shows you are trying.”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
“Being people-friendly means explaining the ‘why’ behind your statement, sounding warm, and using inclusive language.”
Laurie Brown, a customer service and presentation skills expert
at Laurie Brown Communications
