By Chris Ourand is founder and managing director of Chris O. Communications (Published Mar. 22, 2004)

Success on the job today is often more than having job-specific skills and doing just enough to meet expectations. Regardless of their titles, employees are the face of the company to a variety of audiences and must always be prepared to respond and act appropriately when confronted with situations involving:

• customers and prospects,
• partners and vendors,
• other employees,
• regulators and
• anyone else critical to the firm’s success.

The best way to achieve success and be a high performer is to replace the negative phrases in your vocabulary with positive ones that stimulate a constructive outcome, as in the following examples:

“I have not heard back from them.” Waiting for someone else to do something stops the momentum and avoids taking initiative. Instead, say “I’m working on getting in touch with them and hope to by [a certain date].”

“The deadline is not until…” What is done at the last minute does not leave time for evaluation and revision. Organize your time accordingly.

“I didn’t ask about that.” This is acceptable when you’re learning the ropes, but as you progress the job becomes anticipating what needs to be done and doing more than what you were told. Talk to people who have handled your tasks before, and make sure you are prepared for contingencies.

“I didn’t have time” or “I was too busy.” This can convey a host of negative perceptions, as in the work is not that important or you lack organization. Acknowledge the error, and reset expectations.

“No one ever told me.” Say this often and it tells others that you operate in a cocoon and are unaware of the important events happening around you. Force yourself to go to the water cooler or for an extra cup of coffee, and you’ll pick up some surprisingly useful information.

“I can’t get through to him” or “I left a voice mail.” You can’t get away with this one more than once or twice. Be original and send a gift, or somehow use other means of communication to make the necessary contact. If you’ve made a significant effort and still have had no response, you may be trying to reach the wrong person with the wrong message.

“I’m going to get on that right away.” If someone had to remind you of the task, this can communicate that you are disorganized and can only focus on what’s in your face. Instead, set or reset the deadline.

“I assumed…” Assumptions that aren’t supported by facts are gossip, and that gets you nowhere. If you are involved in an issue or project, know everything you can about it.

Especially in the technology sector, success on the job means having the positive attitude necessary for high performance, and at all levels of the organization. With some companies shedding staff and others outsourcing work abroad, no employee can afford to be anything less than a high performer in everything they do.

Treat your career as a business with superior customer service as a guiding principle for everyone with whom you interact. Even top-notch, job-specific skills can’t overcome a negative impression created by poor communication. Think, speak and be positive.

Chris Ourand is founder of Chris O. Communications (www.chrisocom.com), a business communications firm in Severna Park, Md. that helps technology and professional services companies grow. Contact him at chris@chrisocom.com.

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