What this article misses is adapting diction to the customer (at least in non offensive ways.) For example, in my business I deal with a lot of mental health pr

What this article misses is adapting diction to the customer (at least in non offensive ways.) For example, in my business I deal with a lot of mental health professionals that tend to use a lot more bigger words. I match my word choices to their own diction and tone, “educated collegues conversing.” While when I am dealing with therapy clients, it’s more variable: For a customer that uses words common in the South (such as y’all,) I will flow with that, for European customers, I become more clear and deliberate with my word choices, as an example. Having been a long term expat, that ability to adapt English diction to the audience has been invaluable — just don’t be patronizing or rude obviously. Just match the other person and stay within their vocabulary and diction comfort level. That’s very powerful and it works.