The language of the overbearing accountant

One of the main adventures while learning the ins and outs of fiscal policies has been to communicate what I've learned back to my peers without unnecessary complexity. I strive to avoid using jargon or terms that are not commonly understood, which only serve to confuse rather than enlighten.

Consider this analogy: asking someone if they have taken "C8H9NO2" instead of asking if they have taken "paracetamol" is simply not the same thing. The former is difficult and alienating, while the latter is straightforward and familiar.

Phrases like "your CFDI," or "file a complementary return," might make perfect sense to an accountant, but they aren't as clear as saying, "create an invoice" or "send the code again so you can make the payment." The goal is to eliminate any language that belittles, patronizes, or conveys an air of superiority when explaining accounting or tax concepts to a client—or even among ourselves.

We are here to help. The role of service providers should be assist others in understanding complex concepts in the most user-friendly way possible, without judgment or coercion.

There's no need to use convoluted terminology. Would you agree?

What is the "Language of the overbearing accountant"?

The "language of the overbearing accountant" refers to the manner in which a professional explains accounting or tax-related topics in a way that is perceived as condescending, aggressive, or even humiliating.

It occurs when an accountant, perhaps unintentionally, adopts a tone that implies superiority, assuming that others (often clients) are incapable of understanding the subject matter in any other way.

This happens:

• When we believe we are intellectually superior and assume that potential clients cannot grasp concepts unless they are delivered in a certain way.
• When we explain an accounting topic with an air of superiority, as if our knowledge and understanding are unattainable by others, without considering the clarity or tone of our explanation.
• When we communicate with excessively forceful language, using phrases like "your obligation" or "your requirement," which can come across as authoritarian.

Funny enough, this sometimes happens as well in engineering. Mostly when someone is trying to align complex technical concepts with non-engineering teams, they might unintentionally adopt a tone that seems dismissive or overly technical. This can create barriers rather than bridges, making it harder for others to engage with the subject matter.

For example, when engineers discuss technical aspects of a project without simplifying or translating the jargon, it can leave non-engineers feeling lost or excluded. Phrases like "it's a trivial calculation" or "you wouldn't understand the specifics" can come across as dismissive, even if that's not the intent.

Just like in accounting, this form of communication can alienate customers or team members. Kill communication.

The key in both fields is to communicate in a way that is respectful, clear, and accessible to everyone, regardless of their background or expertise. Recognizing and adjusting our language can significantly boost collaboration and ensure that what you want to achieve is actually understood.

How to avoid it?

Simplify. Analyze. Act. React.

This is a cycle we can all engage in to avoid using the language of the overbearing accountant (or overbearing "write a role here").

First - Understand who you are talking to

Whether you're speaking to a team member or a potential client, try to grasp their level of accounting knowledge

If they lack prior knowledge, avoid using specific abbreviations, official definitions, or accounting jargon. If they do have some understanding, then it might be appropriate to incorporate certain abbreviations (such as IRS, which is widely known).

Second - Assume you got something to learn

We are all human, and not everyone is great at expressing exactly what they need or think. Read or listen to what the person is saying multiple times. A response is almost never as straightforward as we might assume.

Read a message several times before responding, ensuring you truly understand it. Look for patterns from previous conversations.

Third - Avoid using excessively authoritative language

Phrases like "you are obligated to," "you have a duty to," or "you are mandated to" should be avoided. These are often used by accountants when speaking down to someone who may have never paid taxes or doesn’t fully understand the system. Be mindful of whether your language instills fear or a sense of being wrong.

The goal isn’t to prove that paying taxes is the right thing to do. It’s to make the process as smooth as possible for them to understand what you are explaining.

Finally - Provide feedback if you see someone using the language of the overbearing accountant.

How to measure success?

While talking to our customers, it has been relatively easy to see the results of not using the language of the overbearing accountant:

If someone asks "What is an invoice?" and then follows up with, "Okay, but is the invoice itself a document?" it’s a clear sign they didn’t understand you. We started tracking how often this happens and aim to reduce it by at least 50% (so that only 1 out of 2 clients asks the same question).

You can also calculate how much time it takes to explain a concept or topic.

You can monitor how many calls you have to make about the same issue: the more calls, the poorer the explanation. Conversely, the more you can resolve via text, the better you are at distilling your thoughts and explanations.

If a call is necessary, measure the duration: after 20 minutes, you’ve likely lost the other person’s attention.

This isn’t your duty 😉 — it’s your opportunity to learn how to communicate more transparently and conversationally with your customers, team members, or even your family.