Today I had the reminder of an experience that I had many years ago of breaking a habit of using certain “filler words” when I talked and even worse when I lectured. I needed to place a call to technical department of a very large insurance company to get help with a problem we are having with some electronic claims. After being shifted from one person to another a nice sounding woman came on the phone and said that she would be glad to help me. I explained the problem that I was having and when I was done she replied “GOTCHA” quite loudly, enough that I pulled the phone back from my ear. I was a bit taken by surprise at her response, but she continued to work on the problem asking me questions and guess what? At the end of each reply that I had she loudly said “GOTCHA”. After talking to her for 10 minutes and about 25 “GOTCHAs” she was able to give me the information that I needed to get my problem fixed. I thanked her very much and told her that I appreciated her time and patience with helping me, and to that she replied “GOTCHA”. After hanging up the phone, I wondered if anyone had ever told her of the habit she had using this filler word when she was helping clients and how unprofessional it sounded. I know from my own experience that until it was brought to my attention (in an evaluation at a conference!) to which I was horrified, did I really realized how many times in a conversation or lecture that I said “you know”. Once it was exposed, to me, I asked for help from my coworkers and family to bring it to my attention if I said “you know”. It did take a while, but with time and persistence I broke that habit. I am very conscious now watching that I do not pick up “slang words” in my everyday language this way they do not come in to my professional language either. As a professional in any field we not only need to walk the walk, but we need to talk the talk and that should sound professional. Take the time to listen to yourself, is there anything that you might need to remove from your professional vocabulary?
4/17/13
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