Polite Yet Right: Unambiguous Professional Communication

1. Polite Yet Right: Unambiguous Professional Communication Terese Thonus KU Writing Center

2. Overview In English, polite implies indirect, and indirect communication often creates ambiguity. How can one be polite yet right (unambiguous) in face-to-face meetings, telephone conversations, e-mails, and written documents in the hierarchical university workplace?

3. Overview During this workshop, we will review basic formulas of politeness and wrestle with a variety of workplace scenarios. We will then select the best form of communication and create polite, unambiguous language appropriate to each situation.

4. Ambiguous messages at work • Study of “black box” recordings in aviation disasters • Charlotte Linde, NASA Ames Research Center & National Research Council

5. Aviation disaster An Air Florida plane crashed into the Potomac River immediately after attempting take-off from National Airport in Washington, D.C., killing all but 5 of the 74 people on board. The pilot, it turned out, had little experience flying in icy weather. The copilot had a bit more, and it became heartbreakingly clear that he had tried to warn the pilot but he had done so INDIRECTLY.

6. Aviation disaster Copilot: Look how the ice is just hanging on his, ah, back, back there, see that? See all those icicles on the back there and everything? Pilot: Yeah. The copilot also expressed concern about the long waiting time since deicing.Copilot: Boy, this is a, this is a losing battle here on trying to de-ice those things; it [gives] you a FALSE FEELING OF SECURITY, that's all that does.

7. Aviation disaster Just before they took off, the copilot expressed another concern--about abnormal instrument readings--but again he didn't press the matter when it wasn't picked up by the pilot.Copilot: That don't seem right, does it? [3-second pause] Ah, that's not right. Well…Pilot: Yes it is, there's 80. Copilot: Naw, I don't think that's right. [7-second pause] Ah, maybe it is.

8. Indirection and ambiguity • In English, indirection springs from status differences—the greater the status difference, the more indirect the communication. • But--indirection (which includes ambiguity) is inversely associated with communicative effectiveness; the more ambiguous, the more frequently communication fails.

9. Types of linguistic ambiguity • Lexical ambiguity • The inspector examined the plant. • Gerald bares up well under pressure. • We’ve decided to except your offer. • The group precipitated in the conference. • You would indeed be fortunate to get this person to work for you.

10. Types of linguistic ambiguity • Structural ambiguity • The team designed the prototype being tested in March. • Moving vehicles shall be prohibited on these premises. • [Flying planes] is dangerous > It is dangerous to fly planes. [Flying] [planes] are dangerous > Planes that are flying are dangerous.

11. Ambiguity is effective in… • Humor • How does the man on the moon get his hair cut? Eclipse it! (phonological) • What did the sign on the door of the shop say? Beat it! We're closed. (lexical) • Aging Expert Joins University Faculty (structural)

12. Ambiguity is effective in… • Advertising • Your prints will live happily ever after. (Kodak ad) • Creative writing, especially poetry: • Two roads diverged in yellow wood, and I-- I took the road less traveled by, And that has made all the difference. (Robert Frost, “The Road Not Taken,” 1915)

13. We never mean exactly what we say:Form and meaning differ. Direct request: Close the door. Indirect request: Why don’t you close the door? The more indirect, the more polite.

14. We never mean exactly what we say:Form and meaning differ. Very indirect request: The door should be closed. Very, very indirect request: It’s cold in here. The more indirect, the more polite.

15. Indirection and ambiguity • How can one be direct (unambiguous) in the workplace, where status differences are frequent? • How can one be polite…yet right?

16. The vicious circle of politeness, indirection, and ambiguity

17. What politeness means: It’s all about face--and saving it. Positive face: The desire to be appreciated and approved of, likeable, and “nice” Negative face: The desire for freedom of action and freedom from imposition (Brown & Levinson, 1987)

18. Threats to negative face in the workplace • Orders, requests • Refusals • Suggestions, advice, reminders • Offers, promises, and compliments Threats to negative face are usually easily redressed in English—there are many “ready-made” politeness strategies in the language.

19. Threats to positive face in the workplace • Criticism, disapproval • Complaints • Contradictions, disagreements • Challenges • Apologies Threats to positive face are not so easily redressed in English--there are fewer politeness strategies “ready made” in the language.

20. Face-to-face interaction (negative face) • Request that one of your co-workers attend a meeting in your stead. • As a supervisor, you must remind an employee of the deadline for a report.

21. Face-to-face interaction (negative face) • Compliment a student employee on his new T-shirt. • Refuse an employee’s vacation leave.

22. Face-to-face interaction (negative face) • Promise a co-worker that you will meet with her once you have finished a task. • Advise a student to visit the University Advising Center.

23. Face-to-face interaction (positive face) • You are a supervisor. Critique a student worker’s customer service. • Tell an employee you disapprove of his work attire.

24. Face-to-face interaction (positive face) • Complain to your supervisor that you are not getting enough breaks during the day. • Disagree with a co-worker about the best way to save money in the 2010 budget.

25. Face-to-face interaction (positive face) • Apologize to a co-worker for interrupting her telephone call. • Challenge your supervisor’s e-mail policy.

26. What about writingin the workplace? • Writing, though an effective innovation,… • Lacks visual, auditory, or spatial cues • Does not permit “real time” revision • Is “set in stone” – difficult to take back or deny

27. Alternatives to Writing • Under what circumstances is it better to… • Use the phone? • Have a face-to-face meeting with an individual? • Arrange a meeting of the department staff? • Arrange an inter-staff meeting?

28. Plainlanguage.gov • “Improving Communication from the Federal Government to the Public” • Federal plain language guidelines include: • Use short sentences. • Use the same term consistently for a specific thought or object. • Use must to show requirements. • Minimize abbreviations and acronyms. • Don’t use slashes (/).

29. Favor clarity over politeness • Within reason, write a direct message (usually the shortest of your options). • Examples: • I realize you are very busy today, but at your earliest convenience, would you please contact me about this issue? • In fact, the idea suggested by you has not been overtly embraced by the administration.

30. Prefer active voice • The majority of sentences in both oral and written English are structured in active voice: S + V (+ O). • Sentences in passive voice are structured O + V (+S). They are usually longer and harder to parse. • We use passive voice to: • Sound “professional” • Avoid personal pronouns • Obscure agents of actions (grammatical subjects)

31. Prefer active voice University Career Center: An international career can be defined as either working abroad or living stateside and working with international partners. University Advising Center: Official transcripts from each institution at which you earned credit must be sent from those institutions to the KU Office of Admissions and Scholarships for evaluation.

32. Avoid it is (cleft) constructions It is imperative that…(subject/actor missing) KU Computer Labs: It is also polite to leave the area to speak on the phone as to not disturb the people around you. Jayhawker Towers Tenant Association: It is very important that JTTA knows what is wanted at the Towers because with your voice in Towers issues progress can become reality! 

33. Avoid there is/ there are (existential) constructions There is (subject/actor missing) Research & Graduate Studies: While there are many efforts underway to promote undergraduate research experiences at KU, there has been no official recognition on a student's university transcript of an identified research experience.

34. Avoid redundancy • Never use two (or more) words when one good one will do. • Examples: • During the first two weeks of instruction, students can only add additional units with permit numbers issued by the instructors. • But don’t overdo it! You owe KU money. Hold will remain on the account until the amount is paid in full. Blocks initial enrollment. No transcript or diploma issued.

35. Reduce jargon • “Never fear to use little words. Big, long words name little things. All big things have little names, such as life and death, war and peace, dawn, day, night, hope, love, and home. Learn to use little words in a big way.” --Anonymous

36. Reduce jargon • Narrow the distinction between writing and speech • Examples: • At the present time… >Now… • Due to the fact that… >Because/since… • With regard to…> About… • We regret to inform you that…> Unfortunately…

37. Trim fat • Get rid of unnecessary words, phrases, and even sentences. • The Bursar's Office is pleased to announce a new toll free number for those outside of the local calling area. The new number is 1-800-280-2668. • Toll-free number: 1.800.280.2668

38. KU Writing Center:Submitting an online consultation • Many students find it easier to send us their writing online and receive feedback via email. It's so fast and simple, there is truly no reason not to before turning in that paper. Just decide what you would like help on specifically, send your questions and writing through our online form, and wait for our response. Piece of cake!

39. KU Writing Center:Submitting an online consultation • You may submit one piece of writing per week online. • Writing is limited to 8 pages typed and double-spaced, or about 3,000 words. • The Online Consultation service is extremely useful for those on a tight schedule. If you do have time to stop in and meet with us, expect even more assistance with a productive half hour consultation.

40. Danforth Chapel: Guidelines for Ceremonies • Ceremonies may be scheduled between 7:30 a.m. and 10:00 p.m. daily. Danforth Chapel may be reserved up to one hour for christenings and memorial services. For weddings, a period of two hours for the ceremony and one hour for the rehearsal (the day before the ceremony) may be reserved.

41. Danforth Chapel: Guidelines for Ceremonies • All reservations must be made through the Student Involvement and Leadership Center. The completed reservation form and payment must be submitted to the Student Involvement and Leadership Center before the requested time can be scheduled.

42. Danforth Chapel: Guidelines for Ceremonies • Reservation forms and payments may be mailed to:Student Involvement and Leadership Center1301 Jayhawk Blvd., Room 400 Lawrence, KS 66045 • If you would like to inquire about a specific date and time for your ceremony, please call (785) 864-4861 or e-mail us danforth@ku.edu.

43. What about e-mail? • Want to be ambigous? Send an e-mail! • E-mail has ALL of the pitfalls of written communication PLUS “the prospect of instantaneous communication creates an urgency that pressures e-mailers to think and write quickly, which can lead to carelessness” (Dan Enemark).

44. What about e-mail? • Research has shown that e-mail users are more likely to be aggressive and rude than they ever would be in person, on the phone, or in “snail” correspondence. • Intuitively, we know this—so many of us, especially women—overcompensate by being TOO POLITE (and thus ambiguous).

45. E-mail interaction (negative face) • Request that one of your co-workers attend a meeting in your stead. • You are a supervisor. Remind an employee of the deadline for a report.

46. E-mail interaction (negative face) • Compliment a student employee on his new T-shirt. • Refuse an employee’s vacation leave.

47. E-mail interaction (negative face) • Promise a co-worker that you will meet with her once you have finished a task. • Advise a student to visit the University Advising Center.

48. E-mail interaction (positive face) • You are a supervisor. Critique a student worker’s customer service. • Tell an employee you disapprove of his work attire.

49. E-mail interaction (positive face) • Complain to your supervisor that you are not getting enough breaks during the day. • Disagree with a co-worker about the best way to save money in the 2010 budget.

50. E-mail interaction (positive face) • Apologize to a co-worker for interrupting her telephone call. • Challenge your supervisor’s e-mail policy.