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?"
When
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
stakeholders.
Check out Process
Design: Making it Work: Chapter
3, “The Perspectives Factor in Process Design”, p 52
Process Design:
Making It Work
"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!"
Kristin J. Arnold, president,
Quality Process Consultants Inc.
