„‚ CONDITIONS THAT HINDER EFFECTIVE COMMUNICATION

experiencing the solid, down-to-earth feeling of being “grounded” during an activity
conducted in a personal-growth group, an individual remembers this learning every time
he or she hears the term “grounded.” In addition to the specific learning involved, the
associated emotional, physical, and intellectual experiences are recalled.
USING JARGON EFFECTIVELY
All of us who work in the field of HRD—counselors, consultants, and trainers—are
professional communicators. Our major tool is our ability to send and receive
communications effectively. Change, often in the form of learning on the part of our
clients, is the end result toward which we work and by which we measure our
effectiveness. It is a primary goal for all of us involved in this complex process to bridge
the gap between our world and that of the client. The following “bridging techniques”
are valuable and can be enhanced through the appropriate use of jargon:
■ Establishing credibility and rapport;
■ Developing an understanding of the client’s situation;
■ Making oneself and one’s professional concepts understood; and
■ Supporting new client skills (by providing a framework to help the client make
sense of, remember, and use the information communicated).
Establishing Credibility and Rapport
When a client says, “You don’t speak my language,” this comment can be taken as a
literal criticism of a professional who uses jargon ineffectively. Selecting language that
is appropriate to the situation is crucial to success. The type of language used must be
chosen on the basis of an awareness of the setting, the client’s disposition toward
“outsiders,” and the topic to be discussed (Bourhis & Giles, 1976).
Moderate use of jargon common to the client’s field is appropriate if one has the
conceptual base to support and reinforce this use. However, to maximize success it is
important to be aware of the reactions that follow. It may not be functional to act like an
insider if clearly one is not. But in the right place with the right recipient, “speaking the
client’s language” has been proven to foster cooperation (Bourhis & Giles, 1976).
Using everyday English is safely neutral. It also allows a legitimate request for
translation of jargon used by the client. Thoughtful questioning facilitates examination
of the concepts, experiences, and subtle nuances of meaning that the client has
condensed into jargon. This practice is valuable as a clarifying and diagnostic activity
for everyone involved. It also provides verbal entry into the client’s world model, so that
the HRD specialist can note the similarities and differences that exist between his or her
own world model and that of the client (Gordon, 1978).
The Pfeiffer Library Volume 6, 2nd Edition. Copyright © 1998 Jossey-Bass/Pfeiffer ❚❘ 89