As with your tone, you need to pay almost as much attention to the words you use when speaking as you do when writing. Of course, you can be more conversational and infor- mal, as we have seen, but not at the expense of clarity, brevity and directness. So although you might introduce the occasional colloquialism, you should still avoid jargon;
like some of the aspects of tone we discussed above, it can sound pretentious without adding anything to what you are saying. Abstract nouns should be avoided where possi- ble for the same reason – ‘The processing of your order is being attended to with all due speed’ sounds awfully pretentious when what you actually mean is ‘We are processing your order as quickly as possible.’
Tautology might be acceptable in certain circumstances, as another way of giving you a breathing space while you gather your thoughts. But if it is used too often it becomes irritating to the audience, and of course it makes you sound long-winded. Clichés, also, might occasionally be of use – they can help you to keep talking while you consider how to express your next statement. But they should be used sparingly, otherwise you will begin to sound as though you cannot think of anything original to say.
Tips on Speaking Clearly
G Make notes of what you want to say, including particular words and phrases that might clarify your points.
G Go over those notes before you begin to speak so that you have a good idea of what you are going to say and how you are going to say it.
G Have your notes with you when you speak to help you in case you are stuck.
G Speak slowly and in a clear voice.
G Do not ‘waffle’; you should be brief and to the point, as you are when writing.
G When involved in a conversation, confirm at particular points that you have understood what the other person has said so far. And do not pretend to understand something you do not.
G Indicate by your tone of voice the impression you are trying to convey – apologetic, concilia- tory, firm, enthusiastic.
G Always be polite – even if the other person is rude, do not allow yourself to be drawn into a slanging match.
G Pause at appropriate moments in order to break up what you are saying and give your audi- ence an opportunity to ask questions.
Techniques for different occasions
In Chapter 5 we discussed general points of style which could be applied to most situa- tions. Certain types of communication, however, cause particular problems and therefore warrant special attention. These are:
G requests
G sales letters
G meetings
G complaints
G complex problems
G reports
G presentations
In this chapter we will look at these categories in more detail, and see what special points of style and technique arise when dealing with them.
Making Requests
In Chapter 5 we saw that the tone of your document will depend on your relationship with your audience. If you are making a request, for example, then your success depends very much on how your audience reacts, and your communication needs to reflect that. You need to adopt a tone that indicates that you appreciate that the person you are addressing can refuse or agree to your request.
This does not mean that you should be obsequious. The memo below isnota good example of how to get what you want.
To: Mary Pearson From: Norman Jackson Date: 14 May 20XX
As you know I have the deepest respect for you as a manager, and particularly for your sense of fairness. I am sure therefore that you will give the request I am about to make every consideration.
I believe I have worked hard during the past year, and in particular that I have achieved the goals you kindly set me when I first started in your department. Indeed, you have
Being busy, you are probably not aware that it is 18 months since my salary was last reviewed. Perhaps I should have mentioned it before, but I did not want to bother you and to be honest, I enjoy working in your department so much that I had almost forgotten myself how long it was.
In view of all this, I would be extremely grateful if you could consider raising my salary. I know I can rely on you to decide on a fair figure, given all the circumstances.
This is too sycophantic and full of flattery, and sounds false. Mary Pearson is more likely to refuse a request expressed in this way.
The other point to remember when making a request is to build up to it gradually. Give the background and the reasons for the request first, rather than coming straight out with it. In that way you prepare your audience, and get them thinking more favourably about the request. If you ask first and then give your reasons, the audience might sub- consciously – or consciously – reject the request before finding out the background.
Look at the memo below and you will see the problem.
To: Mary Pearson From: Norman Jameson Date: 14 May 20XX
I would like to discuss an increase in my salary commensurate with my progress since joining your department and the level of others on my grade.
As you may know, it is now 18 months since I started in the department. I enjoy working here very much, and I believe that I have worked hard since I joined, and in particular that I have achieved the goals you set me when I first came here. Indeed, you have commented favourably on my progress on several occasions.
However, in that 18 months I have not had a salary review, with the result that my pay is beginning to fall behind that of people on a similar grade in other departments.
As you can see, this version starts off too abruptly – the first paragraph comes over almost as a demand rather than a request.
Now look at the version below.
To: Mary Pearson From: Norman Jameson Date: 14 May 20XX
As you may know, it is now 18 months since I started in the department. I enjoy working here very much, and I believe that I have worked hard since I joined, and in particular that I have achieved the goals you set me when I first came here. Indeed, you have commented favourably on my progress on several occasions.
However, in that eighteen months I have not had a salary review, with the result that my pay is beginning to fall behind that of people on a similar grade in other departments.
I wonder therefore whether we could discuss an increase in my salary commensurate with my progress since joining your department and the level of others on my grade.
This is friendly and respectful in tone, without being obsequious. It also builds up to the request, arguing Norman Jameson’s case for a salary review before actually asking for it.
Answering Requests
When you are answering a request you are in a totally different position – you are in con- trol of the situation. But this does not mean that you can be rude or dismissive. You owe it to the other person to be polite.
The style of your response will depend on whether you are agreeing to it or refusing it;
each calls for a different approach. The rule of thumb is:
G Say ‘yes’ quickly, say ‘no’ slowly.