For HR pros, words matter. A lot!

Both HR professionals as well as lawyers ask me what they should read to move their careers forward. My counsel: Harvard Business Review (HBR), which is chock-full of actionable advice on business, communication, and management. Today, let’s look at communication, specifically the principle that the difference between the right word and the almost right word is the difference between a lightning bolt and a lightning bug.

Words for lawyers are like scalpels for doctors, i.e., an indispensable tool. For HR, you’ll be called on to counsel and coach employees. The following thoughts are culled from two HBR articles: “The Words and Phrases to Use—and Avoid—When Talking to Customers” by Sarah Moore, Brent McFerran, and Grant Packard (October 2018) and “A Small Linguistic Change Boosts Satisfaction and Sales” (January/February 2022).

Dump the conventional wisdom

Here are several phrases and concepts communication gurus advise you to employ freely but that actual cognitive research tells you to use sparingly: “Say it with a smile,” “Never say no,” “Sorry is a magic word,” and constantly using the other person’s name in a conversation.

Overusing the phrases can come across as fake, insincere, and empty. They’re like visually appealing doughnuts covered with multicolored sprinkles: They look delicious and in fact taste oh so sweet, but they are empty calories.

Speak as individual, not as part of collective