As you’ve crafted your landscape company’s culture, you’ve probably outlined your mission and core values. One aspect that you might not have delved into is your shared vocabulary.
A shared vocabulary is a shared understanding of what certain words or phrases mean within an organization to help them communicate more effectively.
For example, you may expect your sales team to provide prompt communication with customers. But what does ‘prompt’ mean in your organization? Should they respond within 24 hours or is within a week acceptable?
Consider what are some of the critical aspects of the business that you believe everyone on your team knows what you mean by a certain word or phrase. If you aren’t confident that your team is on the same page about what ‘leadership’ or ‘customer service’ is in your company, you might need to look into developing a true shared vocabulary.
What Does a Shared Vocabulary Look Like
A landscape company that has a shared vocabulary uses the same terms for common processes, services and equipment. This standardized terminology is uniform across departments. For instance, your back office shouldn’t have a different language for processes than your field team. These terms should also be consistent throughout your training and documentation.
Having a shared vocabulary not only lessens miscommunications but also builds camaraderie and a common purpose. Crews can operate more efficiently when everyone is on the same page as well.
Your shared vocabulary isn’t just for internal communications either. Having a consistent language when interacting with clients creates a cohesive experience for them no matter who they are speaking to in your organization.
Having a shared vocabulary can also help shape your culture. If thinking outside of the box is important to your landscape company, perhaps regularly asking the team with “What’s our fourth option?” can become an accepted phrase to prompt them to think more critically when problem-solving.
Creating Your Shared Vocabulary
Your shared vocabulary should flow from your core values. Then, you can start selecting specific words that capture how you operate.
Define and document key terms and acronyms that are relevant to your company. These may include technical, business, or industry-specific terms that are essential for understanding the scope, objectives, and deliverables of your company.
Discuss with your team some of the common points of miscommunication and develop agreed-upon words and their meanings.
One thing that’s important to understand is that certain words may have an unintended connotation around them and you might need team members to unlearn what they associate with a term like ‘customer service.’ An employee might think of it as handling angry client complaints, but at your company, this might focus more on proactive touchpoints.
Once you’ve developed your shared vocabulary, document them in your employee handbook and onboarding materials and talk about them often.
Going back to the ‘prompt’ example, if you want your sales team to get back to customer requests within 24 hours, they need to know this expectation from day one and be held accountable when they are not following this standard.
Pitfalls to Avoid
Use clear, concise common words that help make it easier for team members to understand your expectations of them. Don’t overcomplicate things with jargon that can alienate employees.
Don’t become too rigid with your vocabulary. Review and revise your shared language periodically. As the industry evolves, check if your terms and acronyms are still relevant, accurate, and consistent with your company’s goals and values.
When onboarding your new hires, provide the necessary information and resources to help them learn your shared vocabulary. Partnering with a more experienced employee who is not their direct supervisor can make them feel comfortable asking questions about certain terms.
Also, make sure your shared vocabulary is promoted company-wide with your field and office staff through training and regular communication.
