Leading Through Language

18 THE LANGUAGE OF LEADERSHIP IS…CONCISE

Let's begin with a story about the power of being concise.Grace was a vice president of database marketing at a major Canadian bank. Ten years ago her team was using software to do all sorts of brilliant things to improve service to retail customers. For example, if you were a banking customer who got a sudden windfall and deposited a larger-than-usual amount in your account, the software would notice and let a wealth advisor know to place a helpful call. Grace's team was earning recognition internationally in the banking industry, and she was nominated along with two competitors for an innovation award.

The finalists had to travel to London, England, to give a 10-minute presentation that highlighted the innovative way they were using technology to serve customers. I was coaching Grace at the time and was impressed by her non-traditional approach: she would present without a slide-deck.

When Grace arrived she was pleased to find she was going last. The other two finalists stood up and narrated dense presentations that showcased their efforts in great detail. The first one ran out of time without going through his presentation in its entirety. The second started speeding up his rate of word delivery as the time ticked down. He ended on time but nearly passed out from lack of breath.

Then it was Grace's turn. She stood on the stage and paused, looking at each member of the panel. “Ladies and gentlemen, I will be brief – we have harnessed ...