Nonspecific: You don't seem to care about your work anymore.
Specific: You have missed four deadlines this month.
Nonspecific: Do you know why you can't get along with people?
Specific: We've had three people ask to be removed from your team. Do you know why?
Tip 111: Push other people to be specific.
Don't overlook the most straightforward approach to get people to be specific so you can understand what they mean. Use some of the following probes: "Could you be more specific?" "Please fill me in on the details." "Do you have a particular situation in mind?" "Can you give me a specific example of what happens?" "For instance?'' "Such as X or Y?" "How many are you talking about?" "To what extent is that the case in your department?" "Can you put a percent to it?" "Can you give me a specific number to work with?" "When does that happen?" "Where is that happening?" "How is that happening?" "Why is that happening?" "Who exactly is involved?" "So what's your assessment of the situation?" "So what exactly do you want me to do?"
You'll be surprised at the gulf between first mention and the answer to these probing specifics.
Tip 112: Choose precise words.
We demand precision in most professional situations. A doctor uses the exact scalpel size to perform an appendectomy. A pharmacist fills a prescription to the exact gram. A machinist runs the lathe to the one-hundredth of an inch. Even a Sunday driver has to stop behind the white line at the intersection. Yet we often accept communication as an "art," an imprecise activity that can't possibly be error-proofed. Reexamine the idea that just any word will do. Choose the most precise words and you may be surprised how little rework is required.
Tip 113: Use concrete words rather than abstract ones.
Concrete words describe those activities, objects, or people you can visualize: car, house, pocketbook, teenager. Abstract words can be used in so many contexts that their meanings becomes muddled: Meaningful results, on-the-job crises, employee freedom, management supporteach of these phrases will have different meanings to different people in different situations. Many people find themselves in arguments when their words are so vague they don't realize they actually agree.
