The very essence of my job as a Conversational Marketing™ Expert (CME) at Incept, I am a communications specialist, and I communicate through a voluminous mental library of different words every single day.
The average woman will speak either about or over 20,000 words per day! Us males on the other hand only use an average of around 7,000 words per day. At the end of a week at Incept, I’m convinced that a Conversational Marketing™ Expert (CME) easily uses around 100,000 words per week as we interact with hundreds of blood donors week in and week out. Our jobs are centered around conversation. Conversation is even in our job title. But at the very core of a conversation lies the spoken words themselves that we use to communicate.
I’m willing to bet that you have heard the idiom, “The pen is mightier than the sword.” Such a phrase rings true in our daily social environments, as we interact with each other primarily through spoken language. We tend to remember moments in our lives where we have been touched on some type of mental level in a profound way. You remember the time when your sports coaches yelled at you. You remember times when you have received praise in front of your classroom. You remember the funny one-liners and inside jokes that you share with your friends. You feel a certain way when your significant other tells you, “I love you.” Words can truly be what build someone up or tear someone down and precede the actions that come next.
As I sit here in my cubicle and type, I am drawn to think about the way I talk to donors on the phone. What I say to them will be what results in action or inaction. As a CME at Incept, my job might have an end goal to get an appointment to donate from a blood donor, but it is ultimately my words that will build them up to do it again in many cases. The same can be said for many people who work in the telecommunications field.
Good, old Isaac Newton stated as the third law of the Laws of Motion, “For every action, there is an opposite and equal reaction.” Keep that in mind if you are recruiter or telephone representative. The way you use your words in interactions with customers will result in some type of reaction for sure. It is up to us as humans to really understand the power of what we say. The spoken word can either be something that is as sweet as a glass of ice tea on a summer’s day or can be as hurtful as stepping on a stray nail. You have to recognize the basic philosophy behind being truly conversational and the effect that even the smallest word or phrase can have with your donors. Only then can you truly master using the power of spoken words.