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The use of appropriate language is a tricky matter as the meaning of words is relative and situational. Words can be interpreted in different ways by different people in different situations. Therefore, it's important to choose words and phrases which are as precise and clear as possible. The more precise the use of language becomes the less misinterpretations of a message will occur. A few contributors which aid clarity are: Precise and clear Consider the following words. How would you list them in the order of possibility? Probable Doubtful Certainly Unlikely Perhaps Would other people assign the same value to these words as you? In reality, the range of values varies as these terms are relative: they can mean different things to different people in different situations. Consider the following headlines printed from newspapers. Notice their vulnerability to misinterpreting the meanings: Include your children when Baking Cookies Safety Experts Say School Bus Passengers should be Belted Bank Drive-in Window Blocked by Board Suspect's verdict to Die for Second Time in Ten Years Eye Drops Off Shelf Unless dual interpretations were intended, these are classic examples of poor reporting. It's wise to think carefully about your choice of words and their potential interpretations. To communicate effectively, precise and clear language is essential. Constructive language Constructive language phrases a potentially negative message in a positive way, whereas destructive language directs blame and criticism toward the reader, creating defensiveness. Go through the following examples and see how you could rephrase them to make them constructive. "Your job performance recently has been unacceptable and there are no excuses for it. You've claimed you're having some serious personal problems, but even if that's true, you can't allow it to affect the quality of your work. If it doesn't improve, I'll have to replace you with someone else." "I'm so confused with your lectures that I don't know what to do. I'm considering dropping out and taking the class next quarter from Dr. Johnstone, who explains the subject a lot better. I don't want to drop out, but I've never been so frustrated with an instructor in my life." FORMALITY OF LANGUAGE: The formality of the language one uses should match the formality of the situation and the relationship between the writer and reader. Consider the following examples: Very Formal: Exceedingly large segments of the population are expressing their discontent with customer service agents who appear be to more engrossed in amassing financial assets than providing solutions to people who approach them with issues. Formal: A large number of consumers are complaining about customer service agents who are apparently more interested in monetary gain than providing effective solutions. Informal: A lot of people are unhappy with their the contact centre agents they speak with, who only seem to care about how much money they make, and not about helping customers. Do you notice if any of the three examples could be effective? When you convey a message, pay attention to the tone, your choice of words depending upon the reader, your relationship with the reader, and the situation you are referring to in the message.