Clear communications is the number one must-have job skill for 2013 according to Ruth Mantell in the Wall Street Journal article, "Must Have Job Skills for 2013, " November 18, 2013. "This is really the ability to clearly articulate your point of view and the ability to create a connection through communication," says Holly Paul, U.S. recruiting leader at PricewaterhouseCoopers, the accounting and consulting firm based in New York. But employees need more than just the basic skills of reading and writing to compete in the workplace, according to the results of the American Management Association. (See attached Executive Summary, AMA 2010 Critical skills Survey). Michael Hess of CBS Money Watch gives the following as examples of customer service language which is beyond the basics in his article, " Good Service Language Makes for Happier Holidays ." (Remember that customers can be both internal and external.) Say this: "Hi/welcome/how are you?" Not this: [nothing] Say this: "Let me help you with that" or "How can I help you?" Not this: "You need help?" Say this: "Can you bear with me for just a moment?" Not this: "We're just swamped right now, you'll have to give me a minute." Say this: "Let me see if I can get that OK'd for you." Not this: "Sorry, that's our policy." Say this: "What's best/easiest for you?" Not this: "That's the best we can do." Say this: "I won't keep you waiting long" or "I'll have this done as fast as I can." Not this: "Hold on a second for me, OK?" Say this: "I'm so sorry about that." Not this: [nothing] Say this: "I'd be happy to/absolutely/our pleasure" Not this: "I can't." Say this: "Thank you." Can you add to the "Say this, not this" list? How do you know when others have a good understanding of what you've said or written?