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Language & Why Quality Is Lost in Translation
From:
Lisa Anderson M.B.A. - Manufacturing and Supply Chain Lisa Anderson M.B.A. - Manufacturing and Supply Chain
For Immediate Release:
Dateline: Claremont , CA
Friday, June 14, 2019

 

I recently returned from a trip to Europe and it highlighted why language and positioning matters. Of course, when visiting Sicily, Sorrento, Prague and Bruges, different languages and dialects were spoken.  However, my comments about language and positioning relate to English. On a day tour in Prague, we had an extremely knowledgeable guide who wanted to tell us everything she knew. We could understand her English.  However, she was opinionated about where we should stand when listening, whether we could stray to take pictures, and whether we could ask questions if she hadn’t told us what she thought we should know. She didn’t position her language in the interests of her customer, so it really wasn’t as enjoyable as other tours where the guides clearly didn’t have the same level of experience and expertise.

I bring this up – because I still was glad I went on the day trip – however, this same topic has arisen multiple times in business in the last several days. In one project update call, the project manager presented important information. Yet, the way he presented it made it seem like the world might be coming to an end, even though it was FAR from reality and not his intention. It could have had drastic unintended consequences if we hadn’t spoken up to re-position.

In another client meeting, the group was talking about relevant details but all the CEO heard was blah, blah, blah because he wanted the bottom line – what those details meant. Of course, he wanted to know that the details were reviewed but the lengthy and wandering explanations made him feel uncomfortable in the conclusion (perhaps we protest too much) instead of confident. The details were intended to provide evidence to support, yet it backfired similarly to the guide’s endless stream of facts instead of focusing on the highlights that were relevant to the customer. Instead, speaking with confidence and conveying that details were considered (without going into detail), highlighting the bottom line result would have done the trick. I can’t tell you how many valuable superstars in clients are overlooked because they don’t know how to use language and convey their ideas successfully!

One tip to implement this week:
As someone who started out horrendously in presenting and positioning, I can tell you with confidence that it is a learned skill. Start wherever you are and make a new effort to improve. Don’t worry about perfection.  It is DEFINITELY overrated. Just strive for improvement on a daily basis. According to my consulting mentor ,Alan Weiss, if you improve by 1% a day, in 70 days you are twice as good. If you think about it, that is really quick!

Start by positioning what you say in the best interest of your audience,not in the light of what you assume is in their best interest. This alone can be revolutionary!

When I was a VP of Operations, I couldn’t understand why a plant manager, who reported to me,  seemed to believe what she said.  It was obviously untrue.  It’s wasn’t until my best friend in an unrelated field explained that people believe their own perceptions and they don’t have to match reality. I was thinking from my point-of-view instead of hers.

How many times have you used arguments to gain approval, funding or resources/support that you would use vs. those that would appeal to your audience? More than we’d like to admit I’d guess!

About LMA Consulting Group – Lisa Anderson, MBA, CSCP, CLTD
Lisa Anderson is the founder and president of LMA Consulting Group, Inc., a consulting firm that specializes in manufacturing strategy and end-to-end supply chain transformation. She focuses on maximizing the customer experience and enabling profitable, scalable, dramatic business growth. Ms. Anderson has been named a Top 40 B2B Tech Influencer by arketi group, a 50 ERP Influencer by Washington-Frank, ranked in the top 46 most influential in Supply Chain by SAP and named a top woman influencer by Solutions Review. She recently published, I’ve Been Thinking, an inspiring collection of 101 strategies for creating bold customer promises and profits. A regular content contributor on topics including providing a superior customer experience with SIOP, advancing innovation and making the supply chain resilient, Ms. Anderson is regularly interviewed and quoted by publications such as Industry Week, tED magazine and the Wall Street Journal. She recently was recognized as a Woman in Manufacturing by Inland Empire Magazine. For information, to sign up for her Profit Through PeopleTM Newsletter or for a copy of her book, visit LMA-ConsultingGroup.com.

                                                                      
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President
LMA Consulting Group, Inc.
Claremont, CA
909-630-3943