Fired Indiana University basketball coach, Bobby Knight, appeared on ESPN last week to give his side of the story of the incident that led to his unemployment. He said that he didn't know exactly what "zero tolerance" meant.

I've played basketball, coached for years, am the parent of a player, and have season tickets to my alma mater's games (Creighton University). I have more than a casual interest in the game. Therefore, the basketball side of me searched for a way to support Knight during this incident. The rational side finally said, "C'mon Coach, 'zero tolerance' is NOT a fuzzy phrase."

As I've said so many times, a fuzzy phrase is something that just doesn't make sense...something unclear that could have a variety of meanings for the person interpreting it.

From Bobby Knight's perspective, he claims a fuzzy phrase cost him his job. And they can cost us sales if we're not careful.

HOW TO HANDLE THE FUZZIES

Be like Mr. Spock from Star Trek when you hear Fuzzies.  Upon hearing phrases that didn't make sense to his Vulcan mind Spock would say, "That's not logical."

You won't say that, of course, but it should trigger the same reaction, resulting in a clarifying question.

For example, take the sentence, "There's a possibility we might be able to use you at some point. I'll keep your information on file."

Would you get excited by that and project it as someone you have a good chance with? Or, would you flush it into electronic wasteland as a worthless blow-off?

In either case, you might be wrong, since it's not clear what they said. Your best bet is to get clarification.

For example, "When you say 'possibility' what are we talking about?"

"In what ways do you feel you could use us?"

ACTION STEP

Listen carefully on your calls for things that mentally cause you to say, "Huh?" Don't let a phrase go unless you are absolutely clear as to the intent. Question for clarification. You'll move the good prospects and customers along more quickly, and flush out the ones who have no intention of doing anything with you, saving you time.