One of the first diagnostic tasks on an engagement is to review work of prior consultants for the client. Although I probably use more jargon than I should, some of these consultant reports are vague, unclear and some entirely almost unintelligible. Is this a problem for all consultants or just those my new clients have previously used?
Every profession has its jargon, concepts and approaches for which its practitioners are obligated to make clear to colleagues as well as users of their services. Do management consultants always do this? No, and there is one good reason for this. Our clients, in part, hire us for our experience in areas with which they are unfamiliar, for our perspective in seeing things in ways they may not, and for our insights into possibilities that they could not imagine. That sets an expectation that we interpret can only be satisfied by the new, the innovative and the complex. Adding to the mystery of this priestly concoction are terms and constructs unfamiliar to the reader. My own experience looking at reports done by some of the most highly regarded strategy firms in the world bear out that even heavily edited and professionally prepared slide decks contain stretches of imagination and presentation that clients assert don't make sense to them.
There are a few areas in which we need to improve. First is jargon, which doesn't sound like jargon anymore because we hear it all the time (e.g., "manage expectations," "boots on the ground," "results oriented"). Second is our use of concepts that sound good but make no sense in our work. These apply to both our application
of the concepts we think we are using as part of our methodology and our communication
of it to our clients. One good example is, "thinking outside the box." This implies both that you know specifically what the "box" is, and that you intend to frame the diagnosis or design in terms restricted to that "box," thereby precluding possible agility, innovation or disruptive concepts into your work. Tip:
A Forbes article on business jargon
fairly well describes this phenomenon. Consultants, who are most susceptible to using it and are often in a unique position to influence it in a client's business conversations, are advised to closely monitor their use of jargon or tired business clichés. © 2011 Institute of Management Consultants USA