Page 119 - The Voice of Authority

Sentence structure (simple or convoluted)
The ability to express ideas concisely and clearly both
off-the-cuff and with forethought

The ability to respond to challenging questions with
poise, tact, and authority

For example, in a recent court proceeding, a lawyer con-
tinued to refer to automatic time and date stamps on data-
base records of e-mail and phone calls as “memorializing”
activities. Those who routinely use customer relationship
management (CRM) systems as part of their standard of-
fice software understand that such database packages cre-
ate time and date stamps automatically. The lawyer’s word
choice of memorializing conveyed his lack of understand-
ing about how such software works.
That the CEO chooses to call someone’s trip to the
Middle East a “boondoggle” or an “investigative trip” pro-
vides clues about her stance on political donations the or-
ganization plans to make. In an assembly in which an em-
ployee asks a straightforward question, “Do you think
employees should get paid for unused sick days?” you hear
either a clear answer or a ramble that leaves you confused.
When asked a hostile question, a manager responds either
in like manner or with grace, charm, and even wit that
leaves the other person wishing he’d never even brought
up the issue.
Language showcases or cracks your case for credibility.

Decide: McDonald’s or the Ritz Carlton?

Both venues have a place in our lifestyles. You dress in jeans
and a sweater to have hamburgers at McDonald’s. And you
put on your best duds to entertain clients or celebrate an-
niversaries at the Ritz Carlton. You know what to wear and

Are You Credible? 107