Page 114 - Time Management

Mancini08.qxd 3/12/2003 10:29 AM Page 99
The Art of Anticipating
“Well,” he responds, “according to my CRS, your PNR
indicates that you have an outbound fare basis of
KYE21NR but the return is a KWE21NR. So even though 99
you have an NR, for $100 you can change 21 days prior
with an MCO. But that will probably require you to
change your whole FIT.”
Fortunately, travel agents are trained to avoid using their indus-
try’s gobbledygook when serving clients. But every now and
then they lapse into jargon. Everyone does.
If you’re speaking to outsiders, jargon will almost surely
cloud communication and beget problems. (Remember: most
people are too uncomfortable about revealing their ignorance to
ask for an explanation.) Jargon can even trip up your fellow
workers. Newcomers, especially, may not yet be privy to your
industry’s or company’s specialized vocabulary.
Jargon interferes with accurate communication and creates
problems that may take up valuable time later to correct. It’s
better to make sure from the outset that you’re understood and
that you understand the person you’re communicating with.
To get a sense of how jargon may impact you, try making a
list of 20 to 25 words, phrases, or acronyms that are particular
to your business. Once you’ve done this, become fiercely vigi-
lant in your use of these terms. They tend to confuse the uniniti-
ated, muddy comprehension, and perhaps initiate serious con-
sequences when misunderstood.
Gobbledygook can go well beyond jargon. Poor phrasing,
foggy sentences, and snarled paragraphs can all short-circuit
communication, leading to setbacks later on. Here are some
guidelines for making your letters, memos, and e-mail flow
more clearly.
1. Avoid the passive voice. When the objects come before the
subjects, the mind trips over the intended meaning. The subject
of the sentence becomes hard to identify. For example: “The
procedures that were outlined by the advisory committee have
been found to be acceptable to everyone.”