Speak Like A Human At Work – Dan Pink
My challenge to you: only speak like a human at work
Companies are talking ‘professionalese’ to keep customers and colleagues at a distance, when what people crave is openness and honesty, argues Daniel H Pink.
…The plane sat on the runway there for four hours – without air-conditioning, food or water – as babies wailed and adults anguished in the darkened cabin.
The next day, the airline, which explained that the Hartford airport lacked the customs personnel to process an international flight, offered this response: “Virgin Atlantic would like to thank passengers for their patience and apologise for any inconvenience caused.”
Jason Fried, co-founder of the American software firm 37 Signals and co-author of ReWork: Change the Way You Work Forever, finds the language of that statement almost as inhuman as the problem that prompted it.
Not too long ago, Fried saw a similar, though less calamitous, disaster in a Chicago cafe. A woman had just purchased a large cup of coffee. On the way to sit down, she tripped, and spilled the entire contents all over another customer.
Here’s what she said: “I’m so sorry. I’m so, so sorry.”
“If someone is really, truly sorry,” says Fried, “that’s how they respond.”
But in business we rarely talk like that. Instead, we resort to a weird and inadvertent bilingualism. We speak human at home and “professionalese” at work. And that might be hurting our businesses more than we realise.
Read full article: http://www.telegraph.co.uk/finance/businessclub/7897347/My-challenge-to-you-only-speak-like-a-human-at-work.html