
Handling Q&
A after a presentation, a situation in which formulaic utterances occur with elevated frequency. Most speakers would like to be able to handle all questions with aplomb and fluency. But if a question is particularly novel, subtle, or otherwise induces stress, the speaker might almost reflexively resort to using "fillers." Fillers are a form of formulaic utterance that let the speaker continue speaking while allocating significant cognitive resources to other tasks.
Formulaic utterances are chunks of spoken or written language that have a fixed form. They include fillers such as "um," "like," or "well." And they include more elaborate constructs such as "That's a difficult question but I'll try to answer it as best I can…" or "Let me start by saying/noting/observing that…". Estimates are that formulaic utterances account for 25-70% of all discourse. Like all communication, formulaic utterances transmit information, but transmitting information might not be their primary function.
The meanings formulaic utterances actually transmit might differ from their literal meanings. For example, "with all due respect" can actually transmit contempt or disrespect. Two relatively recent additions, "his or her" and "he or she," convey not an ambiguity of gender, but rather the speaker's (writer's) acknowledgment of the neutrality of gender relative to the topic at hand. One of the shortest of the formulaic utterances, "um," has no literal meaning whatsoever.
How formulaic utterances can be risky to use
An important Some formulaic utterances — fillers — let
the speaker collect his or her thoughts while
keeping control of the audio "channel,"
and not risking its loss to someone elsefunction of some formulaic utterances is the "filler" role. They give the speaker the ability to keep control of the audio "channel" without risking its loss to someone else while the speaker collects his or her thoughts. Investigations of the use of fillers have shown elevated use when the speaker experiences high cognitive load — that is, when the speaker must devote significant resources to managing memory of elements of the communication exchange. One can reasonably suppose that use of fillers might become elevated when the subject of the exchange is unfamiliar, complex, or otherwise a source of stress to the speaker.
Fillers include "like," "um," "That's a great question," or even, at times, "indeed." By culture-specific convention, listeners grant speakers a quota of fillers. Speakers who exceed their quotas pay penalties in the form of loss of audience attention or loss of credibility. Repeat offenders might experience career stagnation.
Using other formulaic utterances at work can present risks in other forms. Some examples of characteristics that present risk include:
- Out of place in the workplace culture
- Too closely identified with low social status
- "Unprofessional"
- Overused to the point of being trite
- Too bulky
- Condescending
- Sexist or racist
- Excessively and too predictably sarcastic
- Graphically depicting violence
- Otherwise generally offensive
Formulaic utterances that can be risky to use
Some examples of formulaic utterances that present risk to the user:
- Very, very
- Very, very, very
- In your face
- How all this will play out
- Keep in mind that
- Remember that
- On the front lines
- You've got to be/must be kidding
- Excuse me?
- Seriously?
- Really?
- Hang on a minute
- Not so fast
- Hold on there, chief
- We can walk and chew gum at the same time
- I get that
- News flash
- The biggest thing I hear from them is
- You know
- You know what I mean
- You know what I'm saying
- I mean
- I have neither the time nor the inclination to
- So I asked myself
- Let that sink in
- Break down the silos
- Do more with less
- Work smarter, not harder
- Throw her/him/them under the bus
- Drink the Kool-Aid
- It is what it is
- Take it offline
- Tee it up
- Off the rails
- Opening a can of worms
- This is about X, This is not about X
- The fact of the matter is
The most important characteristic of any formulaic utterance is that it is formulaic. It isn't original. It's familiar to (nearly) all speakers of the language, or to (nearly) all participants in the micro-culture in which the utterance is in wide use. In Part II of this survey, we'll examine some properties of formulaic utterances that present advantages to their users. And we'll include examples. Next issue in this series
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Related articles
More articles on Effective Communication at Work:
There Is No Rumor Mill
- Rumors about organizational intentions or expectations can depress productivity. Even when they're factually
false, rumors can be so powerful that they sometimes produce the results they predict. How can we manage
organizational rumors?
Chronic Peer Interrupters: III
- People who habitually interrupt others in meetings must be fairly common, because I'm often asked about
what to do about them. And you can find lots of tips on the Web, too. Some tips work well, some generally
don't. Here are my thoughts about four more.
Critical Communications
- From time to time, we're responsible for sending critical communications — essential messages
that the intended recipients must have. It's a heavy responsibility that can bear some risk. A strategy
for managing those risks involves three messages.
Formulaic Utterances: II
- Formulaic utterances are things we say that follow a pre-formed template. They're familiar to all, and
have standard uses. "For example" is an example. In the workplace, some of them can be useful
for establishing or maintaining dominance and credibility.
Six Traps in Email or Text: I
- Most of us invest significant effort in communicating by email or any of the various forms of text messaging.
Much of the effort is spent correcting confusions caused, in part, by a few traps. Knowing what those
traps are can save much trouble.
See also Effective Communication at Work and Effective Communication at Work for more related articles.
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- When we set out to control the incidence of workplace bullying, problem number one is defining bullying behavior. We know much more about bullying in children than we do about adult bullying, and more about adult bullying than we know about workplace bullying. Available here and by RSS on April 9.
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