I don’t recall when they started using grander-sounding
words and titles to try to build up a reputation, sell a product or otherwise
change perceptions. The first one that
comes to my mind is when they started referring to the Personnel Department as
Human Resources. The sound of resources
was friendlier, more human and less administrative than personnel, which may
have sounded more like a processing function or an adoption from the military. Over the years everyone adapted. Many today may not have heard it referred to
in any other way than Human Resources, but now it is still perceived as doing
about the same functions. Those who
benefited the most were probably the printers of business cards.
Another business-related change was the move from employees
to associates or team members. In many
cases this was a phony attempt to make the employees believe they were
considered more important. Our people
are our greatest asset – until the budget doesn’t balance and then the
associates suddenly become “headcount,” and are treated as a liability to be
cut. Actions speak louder than artificial
titles. (During my career I was an
associate at one company and an employee at another, and the treatment at the
second was much better than at the first.)
Remember, members of totalitarian societies would call their neighbors
comrade just before they turned them in to the secret police.
Don’t forget the conversion of customers to guests. They have guest services instead of customer
services, but is the waiting time any shorter as you wade through the computerized
telephone system and sit on hold trying to talk to a live human being while
listening to a message about how important your call is?
One that caught my eye recently is the morphing of teachers
and students into educators and learners.
Does it make a difference to the behavior of the ordinary citizen that
Smokey Bear tells them to prevent wildfires instead of forest fires? Yesterday people took a drink of water; today they hydrate. In these cases, the behavior is much
more important than the terminology.
Other noticeable examples include: social justice – which sounds like a noble
cause until you realize that both sides of an issue sometimes use it to defend
their conclusions, because justice to one person is often different from
justice to another in the same circumstances; health food – which is great marketing,
using a name to imply the ability to grant people’s wishes for health, but the products
are often untested against that promise; and “high school degree” – which is
more impressive than an ordinary-sounding HS diploma.
There are many more examples. Auto buffs will argue that a crossover vehicle is not exactly the same as a station wagon, but come on!
In each case someone is trying to sell something. Educators are trying to sell the image of enhanced status. Human Resources is selling the idea of a less clerical or bureaucratic function. Use of the term Associate tries to sell the idea of a more collaborative relationship.
Critical thinking is a must to defend against those who want to persuade us with fancy titles and terminology to buy something, to use a service or adopt a certain opinion. It's important to be little skeptical of these changes in vocabulary, because using a fancier description is so much easier than actually delivering the quality we should expect. Critical thinkers require them to mean what they say, to tell it like it is.
In each case someone is trying to sell something. Educators are trying to sell the image of enhanced status. Human Resources is selling the idea of a less clerical or bureaucratic function. Use of the term Associate tries to sell the idea of a more collaborative relationship.
Critical thinking is a must to defend against those who want to persuade us with fancy titles and terminology to buy something, to use a service or adopt a certain opinion. It's important to be little skeptical of these changes in vocabulary, because using a fancier description is so much easier than actually delivering the quality we should expect. Critical thinkers require them to mean what they say, to tell it like it is.
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