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WINNING AT WORKING: Words. Words. Words.
By Nan Russell
They're only words. Some believe the school-yard taunt: "Sticks and stones
can break my bones, but words can never hurt me." They're wrong. Words can
hurt you in the workplace.
I'm not referring to the caustic ones spoken (or received) tainted with
sarcasm, irritation, anger or frustration, carrying an emotional punch. I'm
talking about simple, everyday, normal word choices. These words, like black
ice, are not an obvious danger at first glance. But, they can impact your
results. So, user-beware.
Words create impressions, images and expectations. They build psychological
connections. They influence how we think. Since thoughts determine actions,
there's a powerful connection between the words we use and the results we
get.
Think about these two words: spend and invest. Would you like your bank to
spend your money or invest it? Since spending implies the money is gone, you
probably want a bank that invests. Now apply these same words to corporate
budgets and see how that influences thinking.
Early in my career, I saw
budgets as allocated company money I had permission to spend. And I did
spend it. I never thought of budgets as investing in the company's future
until I was given profit and loss accountability for a new department and
discovered my flawed thinking. I learned that in order to grow the
department, I needed to budget with an investment mentality. Shifting words
shifted my thinking and my results.
Try these words: problem and challenge.
Would you rather a boss see your mistake as a problem or as a challenge?
It's more than semantics. Problems are fixed; challenges are met. Different
words evoke different feelings. I have a more positive frame of mind meeting
a challenge than fixing a problem. But a word of caution. I'm not suggesting
you play the buzz-word game like a colleague of mine who walked into my
office saying, "Do I have an opportunity for you." We both knew differently.
Here are two favorites: bodies and people. As a young manager, I was jolted
every time I heard another manager talking about how many "bodies" they
needed, or putting "butts in seats." Later, I learned many of those managers
struggled with departmental morale problems. I could understand why if they
saw people as interchangeable pieces to a puzzle rather than individuals
playing an important role in their departments.
I realized the words I use to think and talk about my workload, my goals, my
projects and the people I worked with influenced my thoughts and actions
about them. So, I changed my words. If I say I work "for" someone I have a
different vision about my work-life than if I work "with" them; same with my
staff working with, not for me.
Poorly chosen words can kill enthusiasm, impact self-esteem, lower
expectations and hold people back. Well chosen ones can motivate, offer
hope, create vision, impact thinking and alter results. I learned in twenty
years in management my words have power over my thoughts and actions. They
also impact and influence people I speak them to.
If you want to be winning at working, learn to harness your word power to
work for, not against you; select words that create a visual of the desired
outcome; and choose each word as if it mattered. You might be surprised how
much it does. Want better results? Check your words.
(c) 2004 Nan S. Russell. All rights reserved.
About the author:
Sign up to receive Nan's free biweekly eColumn at www.winningatworking.com.
Nan Russell has spent over twenty years in management, most recently with
QVC as a Vice President. She has held leadership positions in Human Resource
Development, Communication, Marketing and line Management. Nan has a B.A.
from Stanford University and M.A. from the University of Michigan. Currently
working on her first book, Winning at Working: 10 Lessons Shared, Nan is a
writer, columnist, small business owner, and on-line instructor. Visit
www.nanrussell.com or contact Nan at
info@nanrussell.com.
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