Easter Mailbag by Steve Adubato, Ph.D.

It’s time to do some spring-cleaning and empty out the communication coach’s mailbag. We received several great letters and e-mails in response to a recent column on business jargon and how to avoid it.

Michael Dalzell, Editor of Biotechnology Healthcare Magazine, has noticed an increase in jargon in the workplace. He particularly does not like the overuse of the word SOLUTION. Says Dalzell, "When did a "solution" become a product or service? All you have to do is look at most companies' Web sites to find something like, 'We have a checking solution that meets your lifestyle.' What do you sell? I don't need a checking solution, I need a checking account. 'Solution' suggests that I have a problem. Well, I do
-- it's the way that word is used today." Later in Michael's letter he wrote, "Who talks like this?"

That’s the key question we need to be asking. That’s the standard we should use in business communication. If you’re searching for a word or a phrase to say something that can be said in a much simpler fashion, you are headed down a road with potential jargon. Stay off that road. A light should go off saying; “Warning. Entering the jargon zone. Stay away.”

Agnes Meo from Hasbrouck Heights, NJ, has some pet peeves about the use of jargon. Says Meo, “People in business, the media and government ALWAYS say ‘at the end of the day’ just to make a point…It’s as if what they are saying is the undisputed truth!…You are so right, Steve, when you say the most effective communicators are those who use simple language to get their message across.”

Thanks, Agnes. As I wrote in the original column, I am guilty of using unnecessary jargon such as the word “paradigm.” It is easier to recognize others who use it without seeing it in ourselves.

Jenny Ciappa-Ng, of Glen Ridge, NJ, had many additions to the list of buzz phrases (related to jargon mania) in business including, “don’t go there,” “you see what I’m saying,?” and “are we on the same page?” Ciappa-Ng said she used to work for a boss who was obsessed with such lingo. According to Ciappa-Ng, her boss would “share confidential information with a ‘heads up’ that we were all sworn to secrecy and warned ‘to keep it under the radar.’ Further, rather than following up, we needed to ‘circle back’ on issues.” Ciappa-Ng says the problem with this type of communication is that too much is left to interpretation.

Excellent point. When a manager uses the phrase, “circle back,” he or she should understand the potential for miscommunication. Why not just say; “Jim, circle back on this one. I would like a one page memo weighing the pros and cons on my desk by Tuesday at noon.”

Finally, Dr. Paul Hirsch from Bridgewater writes, “I was once at a seminar at which a lecturer included a slide with an acronym, which was never explained. When it was time for questions, a member of the audience got up and spoke of the importance of ‘DAFU,’ and repeated the word in his comments several times.” The speaker was confused and perplexed by the use of the word and finally asked what it meant. Says Dr. Hirsch, “The questioner said that was exactly how he felt about the slide with the unexplained acronym. DAFU means ‘define acronyms at first use.’” My guess is that the speaker never forgot that nor did I.

Unfortunately, Dr. Hirsch, sometimes it takes being embarrassed in public or having your use of confusing jargon or acronyms turned around on you to make you go for a communication check up.

As always, thanks for the great feedback.

Dr. Steve Adubato coaches and speaks on the subjects of communication and leadership and is the author of the book "Speak from the Heart." Write to him at The Star-Ledger, 1 Star-Ledger Plaza, Newark, NJ 07102, or click here to contact him through this web site.