Is “please” a polite word?
When analyzing the data from different tabletop exercises, we see that using certain words can greatly impact stakeholders' behaviors. Some words drive action, others create hesitation, and in many cases, they reveal an organization's true culture.
One word that fascinates us in the context of crisis communications is "please." For many years, we saw this as a negative sign that the organization was focused on being polite instead of managing the core issues. We’ve analyzed the word "please" over the past few weeks, and the results have been truly eye-opening. In this post, we offer a fresh perspective on how organizations navigate the delicate balance of politeness during a crisis.
The benefits and drawbacks of using the word "please" during a crisis
The benefits of incorporating "please" into crisis communications are multifaceted. It can contribute to creating a collaborative environment where requests and directives are communicated respectfully, potentially enhancing cooperation during high-stress scenarios. Moreover, using "please" in decision-related messages may indicate a decentralized decision-making process, allowing for diverse perspectives to be considered. This approach can be particularly valuable in complex crisis situations where multiple viewpoints can lead to more comprehensive solutions. Furthermore, the consistent use of "please" reflects a culture of politeness and respect, which can be instrumental in maintaining morale and reducing interpersonal friction during challenging times. It also serves to clearly delineate requests or required actions, thereby improving communication clarity and ensuring that all team members understand their roles and responsibilities.
However, crisis management professionals must also be aware of the potential drawbacks associated with overusing "please" in their communications. In urgent situations, excessive politeness can inadvertently dilute the sense of immediacy required for swift action. It may also create ambiguity in authority structures, potentially blurring the lines of command when clear, direct instructions are crucial. There's also a risk of miscommunication, where critical directives might be lost in overly polite language, leading to misunderstandings about the importance or necessity of certain actions. Cultural considerations also play a role, as in some organizational environments, excessive politeness might be interpreted as a lack of confidence or decisiveness, particularly for those in leadership positions. Additionally, in fast-paced, high-stress environments, there may be a need for more direct and concise communication to ensure efficiency.
Balancing politeness and directness
Striking the right balance between politeness and directness in crisis communication is crucial, as the choice of words, such as 'please,' can significantly influence both the effectiveness of the response and the perception of leadership during high-pressure situations. Consider the following aspects to navigate this delicate balance:
Contextual Communication: Tailor your communication style based on the context. Maintaining politeness during routine operations is beneficial. However, in crises or urgent situations, more direct language might be necessary.
Clear Hierarchies and Protocols: Establish clear protocols and hierarchies for crisis communication. This can help ensure that even polite requests are understood as urgent and mandatory actions.
Training and Guidelines: Provide training to staff on effective communication strategies that balance politeness with clarity and urgency. Guidelines can help staff understand when to use polite requests and when to be more direct.
Feedback Mechanisms: Implement feedback mechanisms to monitor and evaluate communication effectiveness. This can help identify if the frequent use of "please" impacts efficiency or clarity, allowing for adjustments as needed.
Conclusion
While "please" fosters a respectful and positive communication culture, it's essential to balance politeness with clarity and urgency, especially in crisis situations. By being mindful of context and providing clear guidelines, organizations can ensure that their communication remains effective and efficient without compromising respect and collegiality.
