Question of the week | October 7, 2009
Ask "How do these clients use specific words in this initiative?" Or “What words would be politically incorrect - that is, function as lightning rods in this situation? Why?"
thinking about the language you use, consider words such as strategic, goal,
objective, issue, customer, client, and consumer. Is there
a lexicon available (or can you develop one) for this subject area that
all stakeholders would agree to use? The words you use can make a big
difference to the tone and productivity of a process because perspectives
are intertwined with language, the #1 tool in process design and facilitation.
Learn and use language that reflects the realities of your clients and
"I have finally found a wonderful reference book that captures all
the little pieces of the puzzle that must come together for an effective
process design. If only I had this book fifteen years ago, it would have
saved light years of learning!"
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