There are many problems with profanity. It’s jarring. It’s potentially offensive. It can seem a little familiar. But there are many wonderful things about profanity, too. It’s jarring. It’s potentially offensive.
It can seem a little familiar… and unhinged… and manic. But there are times – in business and in life – when unhinged and manic are exactly what you need to be. But before we figure out how to utilise profanity, let’s figure out why it’s so powerful.
According to Melissa Mohr, author of the fascinating book Holy Sh*t: A Brief History of Swearing, we all have profane thoughts – it’s just that our brains typically knock them down before we say them.
Consider the 10% to 30% percent of Tourette’s syndrome patients who suffer from coprolalia, the uncontrollable utterance of obscene words.
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Mohr writes: “Many people have such thoughts, but their prefrontal cortex – the executive area of their brains – overrides and shuts them down.
“The current theory is that people with Tourette’s syndrome have a problem in an area of the brain called the basal ganglia, which plays a role in making choices among several actions and inhibiting certain motor functions. The executive areas of their brains can fight against their limbic urges for a time… but eventually the lower brain wins.”
So it’s not that people with coprolalia have more profane thoughts; it’s that they’re unable to prevent them from being spoken. Profanities aren’t added to our thoughts – they’re there all along. When we utter a profanity, we’re not adding to our language, we’re simply not suppressing it.
Profanities represent honest, authentic thoughts, and hearing them is a powerful, memorable thing. As Mohr points out, when US college professor Timothy Jay gave subjects a list of 36 ‘taboo’ and ‘non-taboo’ words, the top five the subjects recalled were from the first category.
The good kind of profanity
Not that many people want to go on record saying it, but there is a good kind of profanity.
Mikael Berner, co-founder and CEO of US-based app company Mountain View, says of his company, “We don’t have a hard and fast rule about swearing, but we do have a hard and fast rule about being respectful to others. Swearing can express surprise and delight, and it can also be derogatory – and if it’s used in that latter fashion, it’s unacceptable.”
But then he told us a story about a business he had worked at where his manager was adored by the employees.
“He was a really good leader, and he served customers well. For some reason swearing was part of the culture. I don’t know how they never managed to make it seem derogatory, but I never experienced it that way.”
The reason it didn’t seem derogatory is that it probably wasn’t derogatory. This is the good kind of profanity. And what good profanity can uncover is, well, goodness, not badness. This is profanity spoken out of joy, excitement, comfort. Even if it’s spoken out of frustration, its goal is to bring people closer and get them excited.
The test is: Are you smiling when you say it? Even if you’re not smiling on the outside, are you smiling on the inside? If there’s no smiling, then what you’re getting involved in is menace.
The bad kind
The bad kind is very, very bad. The fact that you’re using profanity is almost incidental; it’s the tone of your voice that’s most important – whether you sound like you’re angry.
If you’re attempting to bluster around and freak people out, profanity is only going to accentuate the fact that you’re out of control. And out of control may work in the short-term to shut people down or motivate them, but in the long-term things will break down. The awful residue of angry profanity isn’t worth the momentary relief.
This is why most people say not to use it. Ever. Even the guy who wrote a book about it says not to do it, mainly because of the historical volatility of the words themselves. Says Jesse Sheidlower, editor of The F-Word: “The important thing is how words are used, not how they have been used historically.
“Things may become less offensive over time, as with almost everything. But any racial or ethnic or religious term referring to a specific group has become vastly more offensive over time. If I were running a company, I would always take a cautious approach.”
Here’s a cautious approach: Don’t do it. Unless.
Unless what you’re saying could be made funnier, more entertaining, more memorable, more honest, more authentic. Because when profanity is used the right way, what you’re granting is honesty and friendship.
For your professional associates, profanity is a window into what you’re actually thinking. When you’re forcefully making a point via the employment of an expletive, you’re bringing people closer to you and letting them in.
But what does the lawyer say?
We spoke with Michael Zweig, partner at New York’s Loeb & Loeb, to find out the legal issues related to profanity in the workplace.
What are the possible legal issues surrounding profanity in a work environment?
You make yourself a target for future litigation if you know an individual is highly sensitised to certain types of speech, and it’s repeated. If a particular individual is subjected to speech on a repeated basis after making it known that it is offensive to them, it could be regarded then as personal and directed at that person, as opposed to the environment in general.
We’d never do that. Mostly we just yell out profanities due to excitement.
With entrepreneurs it may be an open office environment, and someone may have a primal scream from their desk that may be disruptive or inappropriate, but it would not reasonably be seen as being directed at a particular employee.
If, on the other hand, you’re using sexualised words, frequent usages of those words and behaviour may be taken as sexual harassment or creation of a hostile environment.
Use common sense.
Bottom line? Profanity need not be excised from the workplace completely.
Key Technical Matters
Everyone has profane thoughts. It’s just that most of the time, our brain’s prefrontal cortex shuts them down. In our professional lives, the prefrontal cortex is working very, very hard.
When employing a string of profanities, it’s best not to jump up and down, Yosemite Sam’s communication approach notwithstanding.
- It’s okay to say frickin’. It’s okay to say frackin’. It’s not okay to say frickin’ fracking.’ Unless of course you’re talking about fracking, the process by which rock layers are fractured by pressurised liquid in order to release petroleum or gas, in which case frickin’ frackin’ is the funniest possible way to refer to the subject.
- Dadgummit! works only if you’re from the Deep South.
- Curses! Works only if you’re from the 19th century.
- $#&*% works only in cartoons. “Dollar sign, pound sign, ampersand, asterisk, percentage” is not an effective profanity when spoken aloud.
- Either say it or don’t say it. ‘What the F?’ No. ‘You gotta be S-ing me.’ No. ‘When the K did you get here?’ No. (What does K stand for anyway?)
- What the hey? Absolutely not.
- What the H-E-double hockey sticks? We’re not even going to dignify that with a [expletive deleted] response.
Disclaimer No. 1:
This column will assume that your every professional move is not determined by a team of lawyers who are advising you that any use of profanity — especially ‘sexualised’ profanity — could result in a lawsuit.
Disclaimer No. 2:
The writer of this column works in an office in which profanity isn’t frowned upon. Mainly because it’s fun and, sometimes, funny. (For instance, there are two ways to say, “Hand me that stapler,” and only one is amusing.)
Disclaimer No. 3:
If you’re reading this column to find out whether or not to use profanity around customers, the answer is: No [expletive deleted] way.
How The Digital World Has Impacted HR
Here are a few ways in which HR has changed.
Almost every conversation that happens within a business environment is around growth and how technology is changing the way we do business. With few industries left untouched, the digital world has radically changed the way individuals work, creating an even bigger demand for real-time experiences.
The HR department deals with an influx of messages and emails on a daily basis, so in order to make things easier, digital has introduced a variety of different online tools that have certainly helped set the tone for the future of organisational management. With employee cultures, engagement and productivity being a few of the most important topics circulated internally, HR has a fundamental part to play in getting existing employees to adopt a digital mindset that supports this new-age culture.
The quicker businesses take advantage of technology to manage performance, make the hiring process easier and give people access to their own personal information, the quicker it will separate traditional workplace thinking from today’s thinking.
Here are a few ways in which HR has changed:
Cloud computing and online apps
With previous admin and other HR tasks being done by hand, cloud computing has now made everything faster and simpler. Professionals now have access to the latest online tools that will help streamline processes and allow individuals instant access to their own personal information without having to ask for it. This also speeds up the process and takes a lot of extra, unnecessary work off HRs shoulders.
In the upcoming years, companies can expect cloud-based HR systems to become more automated and mobile friendly. This means that HR and management will be able to access employee payrolls, CV applications and more, with just the click of a button.
One of the many benefits that digital has created for HR is the availability of employee data. More companies have started using online applications to monitor employee performance and company productivity. HR departments have started tracking employee behaviour and patterns through their selected app, making employee feedback easier and more efficient. If any employees have complaints, questions or queries, logging these requests online will make it easier for HR to deal with, considering the amount of content they receive, every day. This will also help them to make more effective decisions.
It’s no secret that a company’s most valuable asset is their people, and when looking to motivate employees, track employee training and individual performance or set up a training programme, then online is the way to go. By having a more holistic understanding of your people and how they’re performing, HR can better support a culture of feedback, engagement and motivation. This kind of approach will also enable employees to better align their personal goals to bigger business objectives.
Because the digital age has created the impression that things can get done quickly, in real-time, employees feel the need to give and receive feedback with an instant response. Real-time evaluation is much more effective for something that needs to change than an annual or quarterly review would be.
If new procedures, policies, meetings or activities get announced, employees can immediately give their feedback on a specific topic or outcome. This will also help you know when to make changes both within the organisation and with employees. For example, employees who don’t measure up to their KPI standards can be subjected to additional training or can be let go in favour of someone else who can come in and do the job better than they do.
AI, VR and AR
Gone are the days where robots, VR and AR were simply jargon used among tech geeks. These terms have officially made it to everyday conversations, between business owners, employees and HR leaders. Virtual Reality (VR) which can be identified as a recreation of reality, is now being harnessed by companies in their training activities, as well as Augmented Reality (AR) which enhances technology. These elements are starting to become far more integrated into internal activities, helping employers engage better with employees, making activities more interactive and fun.
While many advancements have been made to the HR department and even HR management courses at colleges, there are countless others to look forward to. New tech innovations are introduced every day, creating even greater opportunities for businesses to align their goals with HR.
Professionals will need to keep up to date with the latest trends and develop their own strategies to stay within the path of progress. Much like all things digital, we all have mixed emotions when it comes to new trends but in order for companies to stay relevant, they will need to adapt their company goals to meet these challenges. Technology is only going to keep moving forward.
A Culture Of Discipline Critical For SMMEs To Thrive
Employees are the heart and soul of every organisation, especially for Small, Medium and Micro Enterprises (SMMEs).
Employees are the heart and soul of every organisation, especially for Small, Medium and Micro Enterprises (SMMEs). As a result, the implementation, as well as enforcement of clear workplace policies and practices is critical to the success of these companies.
With South African Labour Law as strict as it is, we are still finding a significant number of SMMEs that do not have any formal policies and procedures, which increases the risk of these companies not complying with labour laws.
This is often as a result of SMMEs not having the necessary manpower or finances to have fully-fledged human resources (HR) departments. It can therefore be a common occurrence to find SMME owners at the helm of HR divisions.
An owner-run HR department will also not necessarily be overly familiar with labour laws. The company will often do something that is “good for business” but not advisable in terms of the law. This could lead to poor decisions being made and could be detrimental to the future of the company.
Poor communication of policies and procedures is another area of concern for many SMMEs, resulting in employees often being unaware of HR policies and making them likely to infringe on these policies. New employees may also find it difficult to adapt to the business and employees could end up losing what could have been a valuable asset to a growing business.
A culture of discipline is essential
Discipline with regards to the enforcement of policies must be considered as a day-to-day management function, rather than a once-off or ad hoc event. This approach will ensure an issue is resolved before it spirals out of control.
For example, if an employee takes an extended lunch break, and the employer allows it to happen, it will send a message to other employees that this is perfectly acceptable. Employers will soon find other employees adopting a similar approach, possibly resulting in a large-scale disciplinary process. If the employer took the time and initiated a disciplinary discussion with the one employee, it would have communicated to other staff that this type of behaviour is not tolerated, avoiding a potentially bigger issue.
This is not just an issue in SMMEs. CDH often finds large corporates also struggling to maintain discipline on a day-to-day basis. In some cases, corporates tend to wait until an employee has made a significant mistake or serious act of negligence before intervening.
Record-keeping is your ally
Keeping a record of all disciplinary matters is an essential part of creating a culture of discipline in the workplace. It is critical that all verbal and written warnings are recorded and kept in the employee’s file.
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Under South African Labour Law, an employee must always be allowed to state his/her case in all disciplinary matters, irrespective of the seriousness of the infringement.
Before the employer issues a verbal or written warning, the employer must notify the employee of his/her infringement. The employees must then be given the opportunity to state their case and if the employer is not satisfied with their explanation, the employer may then legally issue the warning.
For more serious matters, which verbal or written warnings will not solve, you must follow more formal steps, such as disciplinary hearings. However, if you maintain a culture of discipline on a daily basis, you will rarely have issues escalating to such a degree.
Correcting an overall workplace culture is far more difficult than rectifying a small incident. When an employer has to correct an entire culture that is deeply entrenched in their business, the process can be more expensive and take much longer.
8 Ways To Upskill Your Call Centre Team Before Year-End
For South African call centres, November is the busiest month of the year, so to get in on the action, it’s only appropriate for Olico to provide a few tips on how to upskill your call centre agents.
As we’re heading into the 2017 home-stretch, many companies will be concerned about hitting those final sales figures. Apart from being a tough year financially, traditionally sales tend to lag behind at this stage. But there is hope.
For South African call centres, November is the busiest month of the year, so to get in on the action, it’s only appropriate for Olico to provide a few tips on how to upskill your call centre agents.
1. For sales, balance is key
A firmly held belief is that the more leads allocated per seat, the more sales that seat will bring in. That’s incorrect. Give the agent too many leads, and they will give up too easily on a call, stopping at the first hurdle experienced. Too few leads mean they might miss out on sales opportunities. Finding the right balance is essential, bearing in mind that all leads should be made the most of.
2. Improve the opening script
In a call centre environment, agents must know how to capitalise on that brief period of time to get a foot in the door. The opening script is absolutely vital, and it can be enhanced by simply adding personalisation to it. Make sure the person is greeted by their name/surname, with agents encouraged to add some energy to the lines to make it stand out from other call clutter.
3. Provide the origin of the lead
Tying in closely to the above, sales will improve if agents know where the lead comes from. If the lead is from a person who responded to an email campaign, it must be mentioned in the script. Once the person knows the call is related to a request they sent, they will immediately form rapport with the call centre agent.
4. Product refresh training
Much like a car sometimes need a retouch to bring back the shine, so too do call centre agents need a refresh on the products they are selling. Products also evolve, so providing agents with a short course on new benefits, while re-emphasising the key ones, is a great idea.
5. Objection handling
Closing a sale through the telephone is hard work, and call centre agents must be made aware of all the tricks of the trade to seal the deal. If a consumer is not keen, sell harder. If there are regular excuses, find their counterpoints. Is the client’s home language isiZulu? Find the agent who can help. Give them a reason to stay on the phone.
6. Stick to the appointment
Time is money they say, so if the person requested a call back on a specific time, make sure the appointment is kept. Customers don’t respond well if a time slot was missed and yet another call catches them at a bad time.
7. Improve quote ratios
It’s easy – more quotes mean more sales. If the potential customer is provided with a quote, the chances of them converting to a sale is considerably more certain. Where the problem comes in, is guiding a lead through the call to be able to quote. For call centres this means tailoring the script to elegantly move from “Good morning, Mr. Williams,” to “Our life policy will cost you R350 per month”.
With the holidays and Christmas coming up, everyone needs that extra cash, that’s why the time is now to really incentivise sales. Big paydays for agents and teams who sell the most will provide the kindling needed to get those sales fires burning.
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