Jargon – Confused?
By Vicki Wrona, PMP:
Project Managers are notorious for it. On top of business jargon we add our own unique language and terms. Writers on Star Trek call it technobabble, we can call ours PM-speak. We have our own language and acronyms, just as every organization has their favorite sayings and acronyms. Wouldn’t it be nice if we were all issued a universal translator or babble fish when we walk into an organization? But we aren’t, and we have to figure it out as we go along. We have to make an effort to be clear when we speak to others while also making sure that we understand those using lingo on us.
Why are they using that lingo? Does everyone understand the message the same way? Often, the answer is no, even when we are trying. But everyone does not always try, which makes it worse.
I am sure we can all think of a person who is notorious difficult to understand. Some people do this to demonstrate membership in a special club, like some inside joke or story. Some people do it to purposely remain vague and keep people guessing. They like the control and/or think it gives them flexibility. Some do it to show their knowledge without realizing that others aren’t impressed because they are too occupied in their minds trying to figure out what is being said. Others are vague and speak in jargon without realizing they are doing it and without realizing the impact of their strange language. Speaking in terms that not everyone understands clearly allows for different interpretations at best and confusion, frustration and rework at worst. This often leads to decreased morale and late deliverables.
How can we avoid falling into this trap? Here are some tricks I have used:
- Cliches and acronyms: I have found that when teaching classes, I make more of an effort when I know I have an audience new to the topic or when the audience is made up of non-native English speakers. This helps me catch clichés and acronyms. I didn’t realize how often I used clichés until making this effort. At first, I would struggle to make my point without using a favored cliché. With practice, it gets better.
- Local terminology: Make an effort to watch local or geographic terminology as well as proper names. To catch other technical or project management-specific terms, watch for glimpses of confusion or too-quick agreement from the other party. Also, think back to when you were just out of school and beginning your first professional job. How did it feel to listen to those around you discuss things that you did not fully understand? Make yourself aware of industry-specific or company-specific terms that you may be using. You have probably been using them for so long you don’t even think about it anymore. If your audience consists of people outside your organization or new to your organization, they will not be familiar with your organization’s culture, pet phrases, stories, history, and possibly organization chart. They may not know very simple things like division or document names. Something as simple as that can confuse people. When a term or name is thrown out that the other person is not familiar with, they will switch their focus from listening to you to internally trying to figure out what you meant. They will then fall further behind in comprehending the conversation, creating a spiral that may be difficult to break without some (or much) back-tracking.
- Organize and rehearse: Carefully think through your message and how you will convey it before you speak. Mentally rehearse key or tricky discussion points ahead of time where necessary. It will make a difference.
- Watch the body language: Most of the message received during communications is non-verbal, which includes your body language. When you are speaking to someone in person or using video conferencing, remember that body language will override your words if the two are not aligned. Don’t let the rolling of your eyes or sarcastic tone discourage the other party from speaking up if communications are not clear. Try to be empathetic and remain open-minded.
What techniques have you used to avoid misunderstandings? If we all share a tip, together we can get better.
