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Performance Pointers Archives

Fuzziness, Wordiness, and why it's disrespectful of your client

I was reviewing a document yesterday that is intended to solicit executive agreement for a proposed solution, and I have to admit, it got me quite flustered and agitated. A few years ago, Deloitte Consulting published a CD containing a little application known as ‘BullFighter’, that would analyze any text, and highlight (expose) any phrases that can be considered bullsh*t ... and boy, could this document have used such an analysis. Thankfully, BullFighter is alive and kicking, and can be downloaded free.

Of course, it’s the Brits who’ve taken the lead in the Plain English field; and rightly so. As the original owners of the language, they should be the guardians of its use, and the courageous warriors against its misuse.

As I was reading the document, it struck me that the - hopefully unintentional - effect was ‘Do you (the author) think I’m so easily fooled? Have you no respect for my intelligence? And do you think/hope that I won’t catch on to what you’re trying to do? Which seems to be: puff up and inflate your own expertise, exaggerate the problems and obfuscate the issues (if there are any), and confuse and ultimately: mislead me?’ And that’s why I titled this post: “... and why it’s disrespectful of your client”.

Your client - or your boss - deserves to hear the straight truth as you see it. In clear English. That doesn’t require re-reading a sentence twice - and still not getting the meaning. To do anything else demonstrates contempt. Perhaps not intentionally, but that doesn’t alter the end result. And it’s completely unnecessary: It just requires a bit more thought. And honesty. You don’t have to be blunt, or tactless - just honest. Extend the courtesy of being taken seriously to your audience, and while the message may sometimes not be what they want to hear, you will gain the client’s - or your boss’ - trust and respect. And believe me, that’s a much better basis upon which to build a constructive working relationship, and get your ideas accepted.

A quick Google search also brought to light that you can currently buy the hardcover edition of “Why Business People Speak Like Idiots” at Chapters online with a 34% discount. I just did. And I’m bringing the book to work, too.

Contest
Here’s an example (and I’m quoting from memory, since I read and re-read the phrase so often it’s etched in my brain for ever, although I still have no clue as to what it means):

"An Instructional Design Methodology provides a structured approach across all content modalities”.

Word-warriors of the world: knock yourselves out!

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