Ensure Clients Smile About Your Business

Clients today are busy; some are overwhelmed by the myriad of tasks they now have to perform. By the time they call your help desk or customer care center, they are often frustrated and anything but pleasant.


You can put a smile back on their face about your business, and here are some tips to help ensure this happens:


1.  Say you will help 


 Every time you say, "I can help you," or "Let me see if I can help," it is music to client’s ears. It calms potential anger inside of them waiting to be let loose. You may need to say it more than once. When you sense mounting frustration, repeat your offer to help as often as you feel it is appropriate.

 
2.  Help each step of the way 


If you need to pass the caller to another person for additional support, stay on the line with them and explain the situation to the new representative. The last thing the client wants to do is repeat their tale of woe to multiple people.


3.  Acknowledge any evident concerns / upset 

 It is not enough to simply say, "Ok." You must say something more genuine. "I can appreciate how annoying this must be." Yes, you are right, this should not have happened." Your client wants to be heard.

Your client wants you as the representative of the company to see how inconvenienced or disappointed they are with your product or service. An acknowledgement is definitely required.


4.  Be sincere 

Have an upbeat voice. A voice with a monotone is seen in a negative manner. Your voice must have highs and lows, just as a singer's voice has a range.


5.  Don't rush 

Take your time explaining how to remedy a situation. Pause at the end of each sentence or thought for a second or two. A fast talker frustrates the person trying to take notes or to envision what you are saying. It makes the caller feel you just want them to get off the line.


6.  Involve the client 

Ask the client what he or she would like to see happen. Ask the client if this solution would be acceptable. This makes the client feel you value their business.


7.  Offer something 

Recently, I heard of a scenario when a case of wine was shipped to a friend to celebrate the landing a great new job. The case of wine was shipped to the sender who ordered instead of intended recipient. When the sender called the wine company, they immediately took responsibility. They told the sender to keep the case, rather than ship it back, because of the inconvenience they caused.


The wine company then took care of shipping a new case at no additional charge immediately. 

Not every situation warrants something to be thrown in for free, but, on occasion, when your organisation is clearly at fault, it goes a long way to keeping clients satisfied and therefore, loyal.


8.  Thank the client 

Any time a client complains it is an opportunity for your organisation to correct something that is NOT working. Let the client know that your organisation is constantly striving to achieve better service and will do its best to see that client concerns do not happen in the future.


9.  Client loyalty is difficult today 

You are the face of your organisation, and you play a significant role in impressing or depressing your clients. The more you can keep your clients singing your praises, the more secure and easier your job will be.

 

Following these simple tips will help to ensure your clients smile about your business!











Go help somebody

SUCCESSFUL PRESENTATIONS for EXECUTIVE AUDIENCES

An executive's time is valuable. These individuals go from meeting to meeting. It is not unusual for them to have as many as 10-15 meetings a day.

For Marvin White, Chief Technologist for Innovation at ESPN, a sports entertainment programming network says, "it's all about ideas and figuring out how to execute them.

An interview with Marvin produced the following suggestions on how to succeed when presenting for an executive audience:


1.  Arrive with your ideas well thought out

I don't want to try to figure out what the presenter is proposing. I want to get the point and get it quickly. I have a million things on my plate. Keep your ideas tight and concise.


2.  Be ready with the data that supports why your idea is a worth listening to

As the CTO, I am responsible for making correct decisions, investing wisely. If you are going to pitch to me, I need your points well supported. Don't show up without the data. On the other hand, people may give me too many details. It makes it difficult to keep everything straight.

Presenters who offer too much information usually do a bad job and go down a rat hole. Again, come in with your ideas well thought out. Think about what information I need to make a decision. Then, stop!!!


3.  Show you understand your audience

In the sports entertainment business, empathy for the viewers is critical. You absolutely have to get into the shoes of the sport fans. You must consider how this would relate or be perceived by a variety of audiences.


4.  Don't recite a script

I need to be engaged. Ask for my input, my concerns. I am probably going to interrupt you anyway. It makes a better impression on me if we are having a dialogue. I am not a big fan of monologues.


5.  Winging it doesn't usually work, unless you're really, really smart

Be ready for some tough questions. Think about what I might ask ahead of time in order to decide.


6.  Consider a "Show and Tell"

It's OK to show me PowerPoint, but I am more excited by video clips or examples of devices, such as a hockey puck with electronics. I don't hate slides, but often, it is just not the best way to present the information. Live demonstrations or animated computer clips really help to focus the discussion.


7.  Be truthful

In this business, it is easy to indulge in wishful thinking. Be upfront, clear and honest, and you won't go wrong with me. It is important that I stay on top of people's projects. Tell me the milestones. What's difficult or risky? What are the ramifications of not doing something? Be candid. Show me how your idea fits into the business.



Regardless of your industry, Marvin White offers solid advice for ensuring successful presentations for executive audiences.

Apply his suggestions and you will undoubtedly gain and advantage.

Gain Rave Reviews During Your Next Presentation with A Large Group

What is the difference between your audience and an elephant? An elephant never forgets; an audience occasionally remembers.

You go to a lot of trouble to prepare for a large group presentation. You want it to be a success and people to feel their time was well spent. If you can put a check in front of the following guidelines, you will likely score a win:



1.  Know Your Audience 

Learn what they are expecting and what they care about. Talk to others who have spoken to this group. Find out titles and functions and make sure you are delivering a listener-focused message.


2.  Keep Your Message Simple 

The more complicated your ideas seem, the more difficult it is for your listeners to agree. Ahead, know what you want to accomplish.


Start strong with a compelling opening statement. Develop a limited number of key points. Resist the temptation to tell them all the interesting factoids about your topic. Remember, listeners rarely remember more than five (5) main ideas. Three (3) are ideal. End with a bang. Have a strong call to action.


3.  Incorporate Stories, Examples, Analogies, & Quotations to Increase Retention + Connect with Your Audience 

To keep people's attention, be sure to add plenty of examples and stories. Remember people are moved by their heads and their hearts. If your topic is technical, analogies will help those people with limited knowledge.

Think of the well known visionaries in your field and quote them. For example, if you are speaking about computers, include a pithy comment from Bill Gates or Steve Jobs.


4.  Add Humor 

In a large group presentation, humor is expected. That doesn't mean you have to be a ‘world class’ comedian. A quick barb or irreverent aside work wonders to wake up your audience. It also builds rapport. Effective speakers sometimes lead with a relevant, humorous story before they jump into the content.


5.  Practice, Practice, Practice 

Rehearse with your visual aids / props.

Don't try to memorize all content, but rather, memorize key points; then, stick to these keys to keep you on track. Remember. Effective presenters are conversationalists, not script readers.

The best speaker's have notes, but they never depend on them, nor do they read from their slides.


6.  Create Visuals that Aid Audience Comprehension & Engagement 

Your visuals should contain clear and relevant titles.

While you don't want it to be gimmicky, your visuals should include pictures where relevant and necessary.


7.  Keep Your Eyes On Your Listeners 

Watch their body language. It will help you to see how well they are paying attention. If they are walking out the door, you are not doing enough to engage them.


At the beginning, look for a person in the back of the room to talk to first. Your head will be up, and you will look confident. If you look down, you will look unsure.


8.  Show You Are A Leader 

Don't hide behind a podium. It puts a wall between you and your audience. Purposely move towards various sections of the audience. Avoid meandering or moving aimlessly.


9.  Watch Your Pace


Take your time. Don't rush. Give people a chance to digest your ideas. Remember, in order for an audience to truly comprehend and retain your ideas on a visual aid (i.e. PowerPoint slide) might require 2-3 minutes.


10.  Be Dynamic 

Show passion in your body and voice. Make sure your voice sounds energetic. Utilize big gestures. Small gestures won't be seen in the back of the room.


Don't forget to smile. A tense face will send the wrong message.


11.  Dress Up 

Regardless of how the audience is dressed, you need to show you are in charge of the room. This is typically an occasion for a suit and tie or a dress and heels.


12.  Stick Around Afterwards


Let people know you welcome questions / relevant interaction during your conversation. Plus, be available afterwards to further respond to audience concerns.

When possible, clarify you will respond to unanswered questions via email. Any handouts should have your contact information on each page.

 

While large group presentations can be daunting, these tips should serve as good reminders of what needs to be done so that your audience give you rave reviews.

10 Tips When Presenting Globally via Virtual Conference

Communicating with any team via teleconference or web session is challenging.

When the team is spread across the globe, your task as a presenter requires real 'global smarts.' Do not overlook the importance of adapting your message and slides to the audience conferencing into your call.

Here are 10 quick tips:
.
1.  Simple is better!

Use basic language, without slang or jargon. Recently, I heard of someone who made the mistake of not reviewing their slide deck for language that a global audience might find unclear.

One slide was titled with an expression most would understand, 'Don't be a Sour Puss.' As the presenter said this to the international audience, someone commented, "That sounds awful." Not only did the slide create a distraction, but it took people off task.


2.  Create descriptive titles


All slides need titles that make the point of the slide obvious. Global listeners will depend on titles. Complicated slides will frustrate and annoy.


3.  Go visual

Add pictures or graphics to your slides. A visual representation of your idea is effective to help people grasp the point of your slide.


4.  Send a preview

When possible, send your slides to the audience a day early with a reminder of the agenda. Reviewing the overall content of your slide deck before the meeting will aid comprehension. Additionally, people with English as a second language often read English better than they speak it.


5.  Amplify your energy!

A dynamic speaker captivates the audience with an energetic and enthusiastic voice. A virtual audience can't see your body language. Remember to breathe deeply to encourage extra volume.


6.  Speak slowly

Particularly as you begin your presentation. It allows listeners to adjust to your accent and the pronunciation of your words. Make sure your thoughts come to a definite end. Do not string ideas together with 'and.' If you speak quickly, the audience will miss much of what you are saying.


7.  Sound check

Be sure to ask, "Can everyone hear me well?" When possible, use a headset to alleviate potential issues with people hearing you and to facilitate movement.


8.  Smooth transitions

Provide context for the listener when transitioning to the next point. "Slide 5 will display our results for the third quarter. I want to discuss what is in red."

Virtual participants will access slides at different rates of connectivity. Refer to the slide number to ensure everyone has the same view on display.


9.  Pause often to check in with your audience

"Now let me take a moment to ask for your thoughts on my proposal. What is the potential benefit for our team members in China?" Regular pauses allow listeners time to digest your ideas and share beneficial feedback.


10.  Ask open-ended questions

To engage the virtual audience. 'Yes or No' questions limit interaction. Do not expect your global audience to interrupt you with a question. In some cultures, it is considered rude to interrupt.



With more businesses operating in the global environment, effective virtual communication skills is key to your personal and professional success. Small adjustments in what you say and how you say it, have tremendous impact in building business relationships. Applying 'global smarts' will help teams operate face-to-face in a virtual environment!

BE LIKE THE BEST of PRESENTERS

We have all heard speakers who are exceptional - their message is clear and it is delivered in a compelling manner.

People like Steve Jobs, ex CEO of Apple Computers, Steve Ballmer CEO of Microsoft and John Chambers, CEO of Cisco Systems fall into this category. However, these gentlemen would be the first to tell you they weren't born being a gifted speaker. They practiced and practiced and received good coaching along the way.

Malcolm Gladwell, in his book, Outliers, says those who fall into the "Best Category," whether they are musicians, hockey players, surgeons or speakers, practice more than anyone else, a lot more. Gladwell says it takes 10,000 hours of practice to move into the "Elite" grouping.

While you may be thinking, you might as well give up now; stop for a moment and think about how you can practice and be coached to improve your current efficiency and effectiveness.

We all attend business meeting after meeting. In any one day, we may attend three or four meetings. Each meeting is an opportunity to share a well constructed message or idea and to deliver it fluidly. Each meeting is also an opportunity to receive coaching and formal and informal feedback.

Before an important meeting, do a practice session with your mentor, boss or team and elicit their suggestions on content and delivery and make the necessary changes. In a staff meeting where you will be a contributor, tell a colleague to give you informal feedback on something you have been practicing. "Hey Jack/Joan, I have been working at extending my eye contact to a full sentence or thought with people. When my update is over, can you pay attention to whether I am looking at people one at a time for a full sentence or thought each?"

In many organisations, communication has been identified as a key initiative. Everybody needs to work at getting better. Often a checklist is available for a boss or manager to complete on any speaker they may hear. Formal checklists typically highlight areas of strength and areas for improvement. As you improve a skill, move towards conquering another.

Outside of the work, we may belong to professional associations or clubs. These environments are also great places to practice and count toward your 10,000 hours. Over coffee, while socialising at your accounting association's monthly meeting, practice a balanced posture. At your book club, when it is your turn to review this month's selection or offer an opinion, be sure you practice having energy or infection in your voice.

With our friends and family, we can have many opportunities. You can certainly practice eye contact around the dinner table, vocal variety while reading to your toddler, or broader gestures standing in your yard talking to your next door neighbor. You can even practice on your own in front of your bathroom mirror. Many diligent souls use their cell phones to monitor volume, fading or filler words, such as "Ums and Ahs."

If you think about it and are dedicated, you can amass a thousand hours in no time at all. However, you must make the commitment. You must want to be called "Best."

Remember, people identified as strong communicators rise in an organisation. Those with mediocre or poor communication skills eventually stagnate or are asked to leave. The payoff for hard work is well worth the effort it takes to practice.


Go for this!

PAUSE when You Present

Pausing is typically the most under-utilised tool that a presenter has. 

Most people who use the phone to conduct business only concern themselves with their message. For example, they want to explain a product, fix your software or update you on month-end results. They forget that how you say it matters. 

When a voice "sounds" great, the presenter is pausing a lot. If you aren't pausing, here are the risks you take:


People will ask you to repeat 

While you may want to move forward with your explanation, the person on the other end may interrupt you constantly to say "I didn't get that. Can you say it again?" It will derail even the most confident speaker.


Articulation will be affected 
When you are not pausing enough, the lips, teeth and tongue aren't in the right position to say the words correctly. People may not understand you, particularly if English is their second language and if they can't see your facial expression. It is never a good thing if people mistakenly think you have said something other than what was intended.


Your ideas will not stand out 

Without pausing, thoughts blend together. Nothing seems important. Your great idea or solution will be overlooked, leaving you feeling defeated and perhaps, costing your company to lose money or miss an opportunity.


People will respond incorrectly 

When you ask a direct question, an individual who didn't hear all of what you said because your voice faded will respond the wrong way. If they are a subordinate, it will be embarrassing to them.


An accent won't be understood 

Some native languages, such as Spanish, are spoken at a much faster pace. However, if you have an accent, it will be difficult for others to grasp your meaning. Articulation will be affected, and words will not be said the way listeners learned them.


You will be perceived as lacking confidence 

Inevitably, filler or non-words appear when a speaker is not pausing at the end of sentences or thoughts. When there are a lot of "ums and ahs," the presenter will seem hesitant or unsure. People expect to talk to a subject matter expert. They do not want to waste their time with someone who doesn't seem to be confident.


People will be confused 

 Pausing helps people to decide the right "bucket" in which to place your information. It helps them to follow your argument. If a presenter moves too quickly from point to point, listeners will be confused. Remember, a confused mind always says "NO."


Listeners will become annoyed 
They may feel you only want to get them off the phone and be done with them. They may ask to speak to someone other than you.


Pausing is a lifeline for your listeners. It is also a lifeline for you. It will help you to be more successful. When we really want someone to get it, we speak slowly. "I am lost. PAUSE. Where is the airport?"


Help your listeners to get what you are saying by pausing often.

Your Telephone Voice Can Determine Your Business Results

A good portion of anyone business person’s day is spent on the telephone. 

Everyone desires to make a good impression, but it's the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe you. In fact, studies confirm that your impact over the phone is established within four-seven seconds (4-7 sec) through the tone of your voice.

If you capture your listener during your first few words, it was undoubtedly because you sounded friendly, sincere, passionate or interested.

If you made a bad impression, it was probably because your voice sounded flat or lifeless. Sometimes, after making or taking call after call, your voice becomes a monotone. When listeners hear this lack of energy, they often question why they should be excited by your idea or motivated to take action.

Many people speak too quickly at the best of times. What’s worse is speaking too fast over the phone because it is very difficult for listeners to keep up, process information or take notes. It signals that you just want to get them off the phone or are in a hurry. Some may even feel that you are trying to ‘pull a fast one’ on them.

Your telephone audience can quickly read your voice. If there are noticeable filler words, such as "um"," ah," and "you know”, then listeners question the speaker's competence or knowledge on a particular topic. You generate confusion. A confused mind never says "yes."

It is not so much what you say, but how you say it that makes a difference.

To enhance the tone of your voice, you must master the power of the PAUSE. A one or two second pause at strategic places will allow you to emphasize important points and ensure that your ideas are understood. It will help listeners to hear your sincerity and excitement right from the start of your phone conversation. You will sound like you enjoy what you are doing and increase the likelihood of them wanting to talk to you.

Your tone of voice is critical. A pleasant voice makes people want to do business with you. It creates a connection. Make sure you gain your telephone listeners attention when you say, "Hello”.

Stories are Essential During Your Presentations

People are moved by their heads and their hearts. Data alone will not convince people.

Knowing this, many companies have adapted a storytelling approach when presenting, especially with prospects and clients. A relevant engaging story helps to deepen the human connection and increase the likelihood of ideas being remembered. Stories also distinguish you as a presenter.

If you would like for your presentations to ‘stand out’, the following story telling checklist will insure your success.

 
1.  Does your story make a single point? Is the point obvious? You should never attempt to re-explain your story.

2.  Is your story relevant? Have you chosen the right story for the message and person or business you are speaking with?
 
3.  Does the story have an emotional component? Does it grab attention? A boring story interests no one and wastes time.

4.  Does your story have a plot with a beginning, middle or end? Is there a clear resolution to a problem?

5.  Have you made your characters interesting? Can your audience picture them? Can your audience see how the characters look, what they are doing, or how the characters feel?

6.  Do you know where you will use this story in your presentation? For example, will you deliver your story at the start of your presentation to capture the attention of your audience? Or, will you wait till the end to emphasize the ‘key point’ of your solution / offering etc? Wherever you plan to insert your story it must appear seamless.

7.  Have rehearsed your story in your head? You might practice your story by telling your spouse or business colleague.

8.  Is passion or energy apparent in your body and voice when you tell your story? A poor storyteller will ruin the best tale when not fully engaged with their own story.

9.  Tell your story in under 3 minutes? Any more time could mean unnecessary details and rambling.

10.  What do you want your listeners to think, feel or remember from your story?

11.  What action do you want listeners to take as a result of your story?

12.  What questions might your story evoke? Preparing ahead for any tough questions will prevent you from being caught off guard.


Becoming a good storyteller is a tremendous way to make a salient point. It builds trust and enhances the likelihood that your prospect or client will act on your recommendations.

If you have made a check by each of the twelve questions above, you are ready. The more you use this model, the better you will become.

All the best!

Managing ‘Loose Cannons’ In Your Audience During Presentations

Individuals who seem attacking can disarm even the most experienced presenters.

When statements start with an accusation or an acerbic tone of voice, it can be hard to keep your composure, especially if other audience members are witnessing this attack. Difficult individuals need to be contained. The wise presenter remembers the following quick tips.


Never Interrupt

When a difficult person is challenging you, he or she wants to be heard. Even if you feel that the person has misinformation, refrain from interrupting or correcting. The situation will escalate.


Demonstrate Good Listening Skills & Empathic Body Language

Maintain eye contact, nod and make empathetic statements like, "oh" or "that must be upsetting." Body language that says you are truly listening and are surprised by what you are hearing goes a long way.

It is a good idea to paraphrase what you are hearing so that the obnoxious person sees you get it. He or she will correct you if you haven't gotten all the details straight. Be sure to ask questions about anything that is confusing.


Don't Accept Attack Personally

It is probably not you. The misbehaving person might always behave in the same annoying manner. He or she may be stressed from too many changes or reorganizations or from a personal crisis. 

Perhaps, the last person from your company did not follow up or the previously purchased product really didn't solve their organization's issues. Try to separate your self from the situation and focus on the best way to respond. Take a few deep breaths or drink some water to gain composure. Do not demonstrate that you are flustered.


Be Courteous

Think before you speak. Do not argue, defend or put down. You may win the battle but lose the war. A confrontational approach makes the rest of the people at the meeting uncomfortable. It starts to get personal.

People who are loose cannons need to be treated with respect, even though they have been unprofessional. Do not make them lose face by arguing or making caustic comments. If you sense that the person is not going to be satisfied by anything you say, offer to take the situation offline so that you have time to explore all of the various problems.



Do Not Gloss Over

It is a mistake to gloss over a serious incident in the hopes that no one will notice it or confront you. If you don't take ownership, people will see you and your organization in a very negative light. If there is a known problem, it is good to acknowledge it right up front and apologize for any inconvenience if it has caused them.

Focus on what you have done as an organization to correct the problem. By doing so, you demonstrate that you are taking responsibility for a bad situation and that corrective measures are now in place so that this won't be an issue again.



Take Control of the Situation

As a presenter, it is your responsibility to maintain control of your meeting. People who are "loose cannons may constantly interrupt you or have a "but" statement for everything you say to gain control from you. If you allow this to continue, you will lose control of the room. After this occurs a second time, use the person's name and state that you need to finish your statement so that the whole of what you are saying can be understood. For example, you may state, "John, please allow me finish. The points I am trying to make may help you to better understand the situation."


You can also again suggest taking this offline so that others who do not have this as a concern are not sidetracked. Sometimes, individuals become disruptive by starting "side bar" conversations. A good way to control this to is to move in the direction of the conversation. Typically, others who are involved will sense that they are being rude and will stop. If this doesn't work, you should stop talking and ask if there is anything you have said that is confusing or needs further discussion.

 

Pay Attention to Your Presentation Style

People sometimes cause others to behave badly because of their own annoying communication style. No one likes the feeling of being talked down to or being preached at. Also, they do not like the feeling that you do not respect their point of view and that yours is the only correct fix on the situation. 

Avoid sentences or statements that begin with "you." Avoid pointing. Finally, there is a fine line between arrogance and confidence. The wise presenter knows the difference.


Use Humor When Appropriate

Having a lighter approach with a "loose cannon" can be very disarming. It can also quickly turn a potentially negative situation into something positive.



People who are disruptive are needy. They need to be affirmed and recognized, but often they act in such an inappropriate manner that it is hard to do. The more you understand the reason for their behavior, the better able you will be to detach your self and respond in a non-emotional manner.

Improve Your Presentation Influence

• Understand your ideas
• Accept them as appropriate
• Trust you as being honest and credible

Business Presentation Myth

MYTH: Presentations are Performances

One of the most common presentation assumptions found has to do with the notion of performance. 

While many people may not actually use the word ‘performance’ to describe it, it’s clear they assume that a business presentation is a type of performance.

Many presenters believe ‘practice makes perfect’ and ‘practice at least X number of times before delivery.’ Many people believe they are obligated to practice before a presentation.

If you’ve experienced one of our Effective Presentation Workshops, you know that EffectiveCommunication.com.au (EC) strongly disagrees with this myth. 


 EC is not a big fan of practice - at least not the type of practice many believe they are obligated to perform. The assumption they’re making is that practicing will guarantee your success, that it will give you more control over the process.

The problem is, it won’t.


TRUTH: Presenters Engage in a Conversation

The business presentation environment is not the place for that type of practiced performance. 

Presenters need to engage their audiences in a conversation - a conversation with purpose and structure, but a conversation just the same. The act of practicing to be perfect ties this process up in knots.

Presenters need to be prepared. They need to be ready for anything. But practicing isn’t the way to go.

Formal Speeches are a different matter

Now, if you’re delivering a formal speech, knock yourself out. Practice as much as you want.

Speeches are an entirely different communication responsibility. Because they are scripted and often have a very carefully choreographed slide deck, speeches need to be practiced. 

Remember that business presentations are not performances. To succeed, they must be genuine, conversational interactions.

Your Simple Answer to Common Presentation Concerns

For the past 10 years EffectiveCommunication.com.au (EC) Specialist Trainers are commonly asked the answer(s) to the following business presentation concerns:
 
“How do I overcome nervousness, lack of knowledge, unexpected questions, PowerPoint challenges, sentence structure etc.”

These are challenges people and discuss with both our Asia Pacific & Americas offices. In other words, these are internation (or human) concerns.

When you recognise the heart of these concerns about why presenting is so challenging, then the following answer makes sense.

As a business communication & presentation specialist, EC believes one of the most common challenges people face is that they prepare for a speech instead of a presentation. 
 
Speeches are scripted, rehearsed and performed. Presentations are simply to float ‘Key’ ideas based on viable intellectual + emotional evidence in order to stimulate and facilitate a two way discussion with any given audience

You obviously need to plan well, but all business presentations need to be delivered in a flexible, spontaneous, conversational way.

So the challenge EC sees most is that people know how to prepare for a speech, but they don't know how to prepare for a presentation. This leads to anxiety, nervousness, analysis paralysis and boring, stiff, un-engaging and unsuccessful presentations.

Ensure your team does not prepare to give speeches rather than simple two way presentation

All the best!

Never Communicate The Following To A Client

The health and well being of your organisation depends on the service your clients receive. If they receive stellar service, then clients smile and stay loyal. If they are not impressed, they begin to look elsewhere.

There are some phrases inside sales, technical support and client service representatives use inadvertently that may sabotage building rapport when communicating. The following examples should be avoided at all costs.

1.  No, we can't do that Clients hate being told "NO." If you have to tell them "no," remember to add the phrase, "But what we can do is."


2.  That's not covered by your policy/warranty When clients think a policy or warranty includes certain items, it can really disappoint them. First apologise for the confusion. Then, be gentle when educating them on any terms or conditions. Be sure to tell them what to do when the renewal comes up or what to ask for the next time they make a purchase.

3.  Don't take it out on me When a client is really angry and has a raised voice, it is very easy for the inside sales or client support rep to defend himself by saying, "Don't take it out on me." Usually, this statement escalates anger and almost never calms the caller down. A better way is to empathize with the customer.

4.  May I put you on hold? In today's hectic world, callers want a quick resolution to their issue. They do not want to be transferred, and they do not want to repeat their story. Their expectation is that you will have the answers to their questions and know the product line. If you do have a legitimate reason for placing a caller on line, be sure to tell the client why this is necessary and that you will have already updated the next support person on the issue.

5.  That is not our fault Clients are quick to blame. But it is always a mistake to take the person's attack personally and begin to defend one's self. A better idea is to apologise and then address why this issue was out of your control. Clients typically understand that some issues, such as deliveries or pick-up schedules are not always manageable.

6.  You're wrong Clients can misinterpret or feel they know more than the support person about a product's capabilities. While it is important to educate the customer, we need to do it delicately. "I can see why you would think that. Other people have also done the same thing.

7.  That will cost extra Clients are looking for bargains and "freebies." Waving delivery charges or extending a warranty goes a long way with making a customer feel special. Obviously, companies can't give away product, but when it is doable, consider the long range advantages. When extra charges are absolutely essential, make sure the customer sees how the additional investment is of benefit.


Clients have choices today. Their loyalty is critical in a troubling economy. Be sure you minimize the risk by avoiding the seven deadly statements.

What It Takes to be a Master Presenter

Malcolm Gladwell in his book Outliers says 10,000 hours is the ‘key’ number for true expertise. He sites examples of composers, basketball players, skaters, concert pianists, chess players and fiction writers who achieved greatness after 10,000 hours of hard practice.

Obviously, 10,000 hours is an enormous amount of time, and most people can't reach this by themselves. They need people to coach them and support their efforts as they learn how to become an expert.

Gladwell's theory also applies to presenters.

Presenters only become experts when they speak often and practice hard. They hone their craft through coaching and feedback. You may be saying, "This leaves me out" right about now. The reality is you too can become an expert, even if you only rarely make formal presentations. How is this possible? You have to look for opportunities to speak, get feedback and practice.

Most of us attend meetings on a daily basis. Meetings are a perfect setting for practicing clarity and conciseness or any other desired issue. Whenever you answer a question or are asked for your opinion, do it with some forethought. Avoid ad-libbing. Take a moment to think about what your recommendation will be, what you want people to do as a result and how it will benefit them. Be clear and succinct. When the meeting is over, ask for specific feedback from someone in attendance that is a good speaker and willing to give you balanced feedback. Feedback from someone who simply says, "You were good" will not help you to grow.

Most of us have to give status reports or updates. These are also wonderful opportunities to practice organising and delivering prepared content. When a person rehearses a message out loud a few times, they begin to internalise it so that when they actually do deliver the message, they feel and act more confident. The same will be true for you.

Sometimes, there are opportunities at work to become involved in professional organisations. Instead of sitting back quietly, volunteer to speak on a topic you know well. For example, if you have lived and worked abroad, share your experiences. When possible, record yourself so that you can do some self coaching also.

Off the job there may be opportunities to speak. These might include Parent Teacher Associations, Associations, Committees, Fun Runs, or Church groups. Bear in mind that Associations have committees, and committee members have to deliver reports. Families and neighborhoods also have gatherings, reunions or holiday parties, and these too can allow you the chance to practice a skill like adding humor while delivering a toast.

Lastly, there is Toastmasters, an international organisation for anyone wanting to get better at speaking. Toastmaster meetings focus on developing speaker skills and attendees always have to get up and "talk." Participants also offer feedback on each presenter.

While achieving 10,000 hours and the expert speaker status you desire can take some time, it is not out of the question when one considers how much of their day is spent communicating. Just remember, experts are committed to achievement. They know they must work hard and they seek out people who will help them get better.

All the best on your speaking journey.

Is Face to Face Communication Necessary Today?

Social media, e-mail and other advancements in technology seem to suggest that face to face communication in the business world is "old school," that people do not miss or desire in person communiqués.


Recently I heard of a businessman who when anyone calls his mobile phone hears the following recorded message. "Hi, I only check phone messages once a week so if your message is important, please send me a text message or email." While business professionals accept that new methods are cost effective, they are offended when there is not a person to personally communicate with in certain situations. So what are those situations?


Change Messages
If your organisation is about to experience a significant change such as merging or restructuring, employees want the executive team to deliver this message personally and to be available to answer questions.


Even if the message is totally positive, people fear change. They wonder, "Will they be able to do it?" The bigger the change, the more important it is to deliver the message in person. Without face to face discussions, it is difficult to get people on board quickly and difficult for them to stay positive.


Often multiple meetings must be conducted to define the scope of the change. While the initial meeting should be done in person, follow-up meetings on the same topic can be done via a teleconference or other media.


Bad News Messages
Messages where there is likely to be a strong emotional response should never be communicated other than in person. For example, if a company needs to eliminate a department or layoff a percentage of their workforce, that message undoubtedly will precipitate fear and anger. Those concerned feel the least their manager or executive team can do is deliver this news to their face.


Emotional charged messages cannot be digested quickly. There must multiple meetings and plenty of time for discussion.


Critical Messages
Highly important data or information, such as test results, earnings, new opportunities or priorities should also be delivered in person. It demonstrates criticality and shows respect for the listeners' input.



Performance Reviews
People work hard, especially in this difficult economy. They want to hear how well they are performing and what they need to improve. They need their efforts recognized with a face to face performance review if at all possible. While employees recognise cost cuts and travel freezes, performance reviews by phone are not well received. The individual does not feel valued.


Social media and virtual communications are here to stay, but so also is the need to recognise that some meetings can or should not be done virtually or electronically.


We encourage you to further develop your face to face communication skills.

Build Credibility with Every E-mail You Write

E-mails can either build or erode credibility. For e-mails to differentiate you in a positive light, take the time to write them clearly and concisely. Make sure to focus them on the recipients and their needs. Lastly, plainly define any follow-up actions.

 
When e-mails erode one's image, they contain unnecessary details, endless amounts of background or multiple digressions. Because today's business professionals often receive 50-250 e-mails a day, most readers only skim them for pertinent details. If readers can't discern relevance or clarity at a glance, they will begrudgingly read your text or skip to the next e-mail. If your e-mails fall into the pattern of being unclear or drawn out, people will loathe receiving any messages from you.


 Mechanics and punctuation can also jeopardise credibility. Incorrect tense, agreement errors, comma splices, fragments or run-on sentences will be noticed and remembered. These errors will make the writer look careless or lazy. Additionally, the person's manager may want to review important e-mails before they are disseminated.

-  Consider their audience first and foremost. If a method other than e-mail is better or preferred, they take the time to do what is appropriate. They are also very sure about who goes in the To, CC or BCC fields. They send their message to the minimum number of people.

-  Use priority symbols only when appropriate.

-  Create a headline for the subject line that answers the question, "What is this all about?" Their subject line generates reader interest.

-  Keep their message brief out of respect for their readers. The message typically fits on the screen and is rarely more than one page. There is a lot of white space so that visually people see points quickly.

-  Make ideas jump off the page by putting key points in a headline format and bold print.

-  Use bullets so that readers easily find the specifics.

-  Answer the questions people have in an opening paragraph - what's this all about; what am I suppose to do; what are the benefits for me.

-  Proofread for spelling, punctuation and grammar.

-  Are warm and friendly. Comments can be misinterpreted so they are mindful of tone.

-  Avoid acronyms when possible.

-  State any required actions directly.

-  End their message as if writing a letter.

Written Communication Rule – Clarity

Clarity should be a writer's highest priority. While people might externally nod in agreement, miscommunication is rampant. 

How many of us have had the unsettling experience of trying to assemble a child's toy, only to be thwarted by unclear directions. Anyone interested in healthy living will tell you how difficult it is to make wise food choices when they can't understand the contents on a label.

While aggravating on the home-front, imagine what havoc confusing emails or other written documents cause the already overworked business professional. It is estimated that millions of dollars are lost each year in fines, missed deadlines and productivity due to miscommunication. So how do you rid yourself of ambiguity?
 

Say it simply

Business professionals get into trouble when they try to ‘dress it up’. The best approach is to streamline your ideas so that an eighth grader could understand them. Keep your sentence structures simple. Forget attaching all sorts or phrases and clauses to your main ideas. These dangling phrases or clauses leave people second guessing your meaning.


 Be specific
Avoid generalities. Consider this statement, "Customer Satisfaction is down 9%" While we know it is down, we are not sure what market segments are involved or what issues were surveyed. Anecdotes and examples are necessary to make abstract ideas resonate with readers.


Bullet points & Sub-bullet points

People want to get ideas quickly. The fewer the words in any bullet point; the better it is for the reader. Bullet points written in full sentences, inevitably, provide unnecessary details. Sub-bullet points further confuse the issue. Rather than sub-bullet points, include additional information in an appendix. Always ask yourself, "Does this depth of information help or hinder my reader?"


Eliminate jargon

Every company has its own jargon or slang, but also every business unit within that same corporation. For example, the people in ‘IT’ often talk or write using acronyms that only engineers or developers would understand. The same is true for people in benefits, sales or accounting. We get so used to our own vernacular that we forget others aren't savvy. People who are unsure may incorrectly assume or delay action. You may never know that the reason your recommendation wasn't accepted was because it was misunderstood.


Be concise

Keep it short and to the point. Most business professionals tell us that they carefully read the overview or the introduction and then skim the rest. They just do not have the time to read a lengthy text. Documents longer than two pages are usually not carefully read.


Be vigilant about grammar and punctuation

You don't have to be an expert to catch errors in grammar or punctuation. Try reading your document out loud line by line. You will hear many hard to catch mistakes. If you have an issue with a particular issue of grammar or punctuation, take time to review the basics using a good business writing book.



What you communicate in writing reflects on your intelligence, thoroughness and professionalism. It is the image you are sending of yourself to your clients and colleagues. Being known as a clear communicator is a ‘feather in your cap’.

A Presentation Cardinal Rule - End on Time

It is not okay to end meetings and presentations late...

When moderators say, "I am sorry we ended 15 minutes over time, but I hope you found it valuable," it is not really all right. People have commitments. Sometimes, they are rushing to airports or to pick up children at day-care; sometimes, it is to cheer their child on at their soccer game or to make a dentist's last appointment for the day. If you are their manager, it is likely they will have to tough it out and be late.

If attendees at your meeting are late for another meeting or engagement, others might be waiting, putting the next moderator behind in timing. If the meeting has already started, it makes the person who joins late on a conference call or webcast appear disrespectful or lackadaisical.

Why it happens

Meetings run overtime for a number of reasons. Too much time is spent socializing with attendees at the beginning.

There may also be lengthy discussion over an emotional issue or debate about the appropriate next steps.

Sometimes, the moderator is too wordy or down right unclear. As a result, there are lots of unnecessary questions and sidebar conversations. Additionally, the topic may be too vast to discuss in the allocated time frame or the moderator related unnecessary details.


What to do about it
Obviously, it is important to conclude a meeting on a timely basis. So what are some strategies?


1.  Send out an agenda with time frames attached to areas for discussion and ask for approval of both the agenda and the allocated times. Then, if debate continues beyond the agreed time, the moderator should interrupt and ask people how they would like to proceed, reminding them of the remaining agenda items. Further discussion can be tabled for another meeting or the agenda set aside or adjusted.

2.  Don't cram too much information into a meeting. If there is a lot of information, consider scheduling two meetings or reserving discussion of some items for later.

3.  Identify any emotional areas and allow more time for discussion. As the moderator, have a sense of the reactions certain issues will have on people. Will certain departments or people be skeptical of the data or how it was collected? Will they be defensive of why sales went down or angry about proposed cutbacks in staff? If so, be sure to over-budget time for discussion.

4.  Arrange the agenda so that the most important items are discussed first. Sometimes too much time is spent giving the history. While context is important, attendees are usually more interested in solutions. They fully recognize that things didn't turn out well, but their focus is on the future.

5.  Be flexible. Sometimes, a senior executive offers a lengthy opinion. As the junior person, the moderator cannot interrupt. In those cases, the moderator must be prepared to adjust his content quickly and on the fly.

6.  Be brief. While the moderator can't always gauge the amount of discussion between attendees, he or she can monitor his own words and be concise. Nine times out of ten, participants prefer an overview. If they want more details, they will ask for it. If the moderator distributes handouts with the details prior to the meeting, attendees can come in with their questions. Technical deep dives on a topic can thus be avoided.

7.  Begin on time. If the meeting is supposed to start at 9, start at 9, not 9:15. Make your opening remarks meaningful and capture attention with a humorous anecdote, relevant story, startling statistic or relevant story.


While there are times when as much as you plan, things go array. Ending late should be a rarity, not the typical occurrence. Those moderators that keep the meeting on track are respected and appreciated.

3 Quick Principles to Construct & Deliver Successful Sales Presentations

Amidst all the changes happening at present across international economies there are
a number of companies that are still maintaining growth.

Let’s look at 3 presentation principles that growing companies apply to shift buying criteria away from price during economic challenges.


1. Position Your Business As An Expert

 Here's the thing...

In today's business environment, you need to position your business as an expert with your prospective client before you show up for any meeting or presentation.

The best way to do this is to educate your buyer on how to become an expert consumer of your product.

Clients don't necessarily know what to look for when purchasing. They don't know what to do when comparing competitive options.

And guess what?

The presenter that provides this type of buying information helps audiences to breathe a sigh of relief. This will immediately position your business HEAD and SHOULDERS above the majority of other providers competing with your business.

By delivering an education based presentation at the right time during a clients buying process will most definitely work in your favour.

Your presentation should be constructed in order to stimulate and impress audience ears, eyes, intellect and emotion.

Ensure your presentations offer indisputable proof your business is an absolute EXPERT in what it delivers.

During the past ten (10) years EffectiveCommunication.com.au (EC) has served numerous clients to construct and deliver expert presentations for a wide range of audiences. The results in many cases have been very successful. To view some success case studies, you’re welcome to visit the ‘Return on Investment’ page of our website.

Many times over the years companies have decide to work with EC and have become long term clients simply because they say we present as business communication experts based on the E-newsletters we send plus, quality of our website.

Present your business as an expert – EC has seen this principle result successfully many times for many clients, which is why we recommend your business start or continue to do the same.


2. Solve A Problem… Don’t Just Present Another Product

This reads as obvious, yet continually EC works with companies and people who leave large amounts of unbanked profit on the table because they simply do not uncover the true scope of the opportunity before presenting products and services.

And what we know is this...

Presenting your business as a problem solver will alone INSTANTLY create a shift in how professional your business is perceived by your clients.

To put this bluntly, your business rises from being perceived as "just another rep selling something" to "an equal business, genuinely looking to help a client solve a problem in ways that benefits both parties"

You can not gain a much better presentation outcome than this!


3.  Be More Thorough in Your Fact Finding with Companies Prior to Presenting Recommendations
This principle goes hand in glove with the previous principle.

Unless you have a pre-determined set of great questions that aim at the core of how you might help a prospective client, you will not get all the facts required to successfully serve them.

How To Present Via Video

 Let’s consider best practices for presenting using synchronous video conferencing.


Synchronous Video Conferencing

Video conferencing capability has come a long way, and it’s gaining momentum for becoming a standard delivery technique for meetings, presentations and training.


Here are 5 best practices for your next video conference:


1.  Understand Lag & Synch Issues 

It’s important to understand that there may be some lag and that the video and audio may be out of synch. This causes people to unintentionally interrupt and trip over each other.

Our recommendation is to be patient with others, and pause before speaking to ensure that the previous speaker was finished. This means that the conversations will be slower paced than face-to-face, but that’s not necessarily a bad thing.

When communicating via one-way radio, it’s common practice to say “over” when you’re done speaking. Perhaps you can implement an equivalent process? This may be particularly useful when there are more than two locations dialing in.


2.  Assign One Person to be the Moderator

The moderator can be the host or someone else, but make it clear at the beginning of the video conference that this person is in charge. When the discussion gets going and people start tripping over each other, this person should step in and moderate.


3.  Pay Particular Attention to Your Eye Contact 

You should look into the camera’s lens when speaking, not at the person’s eyes as they are projected on the screen or monitor. When you look into the lens, the people you’re speaking to will feel as if you’re looking directly at them. If you look at their projection, you’ll appear as if you’re looking elsewhere as you speak.

This is difficult to do, but once you master it this technique won’t feel so awkward.


4.  Adjust Your Lights

To the degree possible, adjust lights in your room so that your face can be seen on video. In general you want more light in front of you shining on your face and less light behind you.


5.  Don’t Yell 

I’m not sure why people do this, but many people tend to raise their voices when on a video conference. Speak in your normal tone and in the general direction of the microphone. Check in with people, especially at the beginning, to set or correct your volume level.


So there you have it: best practices for presenting in a virtual world.


All the best

Presentation Crimes

There are three types of presentation: The one we planned to deliver, the one we actually delivered, and the one we wished we would have delivered. Many of the thousands of business people we have trained over the past ten years say that before training they would leave past presentations wishing they could have represented. What can destroy a good outcome are the following ‘Presentation Crimes’.


1.  Lack of Preparation


When a presenter begins unprepared, it always shows. Inevitably, the presenter will not be able to answer questions correctly, or the individual will deliver a generic message, one not focused on the listeners' issues.


2.  Looking Unprofessional

Many people work in a casual business environment. Some presenters we have evaluated show up with attire more appropriate for a social event. Even if the audience does not comment, they will notice everything.


3.  Going Too Deep

Many people enjoy the work they do and therefore, they get excited to share everything they know during a presentation. However, most audiences who do not know the fullness of our topic may prefer an overview, rather than the unabridged version. Not understanding your audience can cause you to misstep here.


4.  Appearing Arrogant

Audiences make instantaneous deductions about any presenter. It is easy for the presenter’s mannerisms, facial expression or tone of voice cause the presenter to be perceived by audience in a negative manner.


5.  Sounding Unsure 

If a presenter’s voice is marred with lots of filler words, "ums," "ahs," and "you know," audiences will put the skids on giving a thumbs up. There is no doubt about it, non-words chip away at a presenter’s credibility.


6.  Having Scattered Eye Contact

Audiences are like your mother or grandmother. For them to trust what you say, you must look them in the eye. Scanning the room or having a love affair with the floor or ceiling will make audience members anxious about trusting any presenter.


7.  No Follow Through 

If a presenter promised to send the slides ahead or committed to doing something, but didn't, then reputation will suffer. Obviously, it is better to under-promise and over-deliver.


8.  Talking to or Reading from the Screen

Many presenters use their PowerPoint slides as their notes. They often end up reading directly what is on the screen. Listeners quickly become annoyed or bored. They can read and often more quickly than the presenter.


Additionally, if everything is on the slide, and the presenter is not offering anything new, audience members prefer that the presenter email their slide deck. They would rather not attend another meeting.


9.  Arguing, Defending or Putting Down 

Audiences have questions and sometimes, they offer opinions that are unfair or not true. Arguing is never a good idea. While a presenter may win their point, others will notice defensiveness or an unprofessional response.


10.  Over Answering or Repeating 

Sometimes, a presenter may notice resistance from their audience. When this happens, presenters can easily go into too much detail or repeat their answer multiple times. Audiences have very little tolerance for this approach.


11.  Not Honoring Time Commitments 

Whether time allotment is 15 minutes or 1 hour, be sure to honor it. People are busy and have other commitments they need to attend. Remember when presenting to an executive, time is their most precious commodity.


12.  Acting Nervous

No one trusts someone who acts nervous. Ahead, make sure you have analyzed your audience and have crafted a message that answers their issues. Then, practice. Do a dry run. During your presentation, pause and breathe at the end of sentences. Let nervous energy out through strong gestures, sustained eye contact and facial animation.



Delivering a presentation can be made easier. By avoiding the twelve missteps above, you will improve your odds for being successful.

Your Tone of Voice is a Door Opener

How many times have you fantasized the face behind a voice that you hear on the radio or television? Almost all of us have.

Sometimes, we picture the speaker as honest and trustworthy, like Walter Cronkite, the American news broadcaster. When he died, reporters described him as the voice America trusted.

Sometimes, because of the person's tone of voice, listeners envision the person as friendly or a straight shooter. They like the person, even though they don't personally know him or her.

One's voice is a "door opener" if it leaves the right the right impression.

Many of us as business people invest much time communicating via the phone. We may be part of a global team and do not typically interact with our colleagues face to face. Some of us may serve clients who want to discuss their issues or needs.

Since our voice is the only thing listeners have to assess knowledge and credibility, warmth or friendliness when communicating via phone, it is important to assess the quality of your tone of voice and work at improving it if necessary.

Recording oneself on a phone call or playing back voice mails before sending them are good ways to conduct self evaluation and coaching. Asking others, particularly our leaders, for feedback on our tone is another way. If there have ever been any complaints about your voice, take them seriously; then do what a professional would do - work at getting better on a day to day basis.

People whose voices exude all the right things have learned to pause and take a breath at appropriate points. Sometimes, they pause for a second at the end of their thought or statement. Sometimes, it is longer if they really want to emphasize a point. Pauses break long sentences into digestible ‘sound bites’. Every time they pause and breathe, they bring richness, clarity and emotion into their voice.

People who are broadcasters or seasoned politicians, of course, are masters at pausing and breathing. It is in their muscle mind so they don't even think about it. All they focus on is getting their message across to their listeners.

For those of us seeking improvement, we must work at this until it feels comfortable. We can rehearse our presentations to our team, read written marketing pieces, or even tell bedtime stories to our children, all the while recording ourselves, especially with the wide range of recording applications available today.

We must do these types of things until improvement is noticeable. The Hall of Fame basketball champion, Michael Jordon, says he consciously strove to get better by practicing his skills and never becoming complacent.

Your voice says a lot about who you are. Make sure it presents you in the best light by having an impressive tone of voice. It's a "door opener."

Communicate Trust When You Present

The aim of any presenter is to be trusted. Yet, time after time, audiences are not sold.

Many audiences even comment, "You know, there is something about that presenter that I just can't trust."

What you say when you present and how you say it are critical to establishing trust. Albert Mehrabian, of the University of California, Los Angeles (UCLA) identified that tone of voice and body language conveys presenters ‘real’ attitudes above the words used.

If there is any incongruence between a presenters personal delivery and their message, then audiences will automatically trust visual observations 55% of the time + tone of voice 38% of the time. The actual words presenter chooses to use make up only 7% of what any audience is gauging.

It is very important for you to be aware of what you might be doing to erode trust and avoid dangerous pitfalls.


Your Verbal Message

With regards to your actual words when you present, always assess whether your message is logical. Does Point ‘A’ lead to Point ‘B’, etc? Have you buried your ideas in too much verbiage? Do you over-talk an issue or get lost in too much detail? Would listeners feel you have supported your argument with suitable evidence? Does the action you are requesting seem appropriate based on what you have said?

A presenter who wants to be trusted must have a strong message and offer solid advice. The more complex a message, the more danger of straying off the path.

A confused audience never gives an approval.


Your Vocal Message

A voice marred with non-words, ums and ahs, is not the mark of a credible presenter. Neither is a monotone presenter.

Listeners need to hear your enthusiasm and sincerity. Your voice must have vocal variety. If it doesn't, you will erode your impact. People will wonder why they should believe in and trust you.


Your Visual Message


Many presenters believe the only thing they need to consider is their verbal message yet, body language, including eye contact, gestures, facial expressions and posture definitely affect trust levels amongst audiences.

Audiences immediately notice whether you are looking them in the eye during your presentation. If your eyes are scanning the room rather than the audience, if you are overly reading from your notes or the screen, then the subliminal message to your audience will be that you are unsure, maybe not convinced. People believe that if you are truly convinced by what you are presenting, you would look them in the eye.

An audience pays much attention to your body language including hand movements, fidgeting, position of arms, stationary or free to move etc. Therefore, to trust you, audiences need to observe you have nothing to hide, that you are open and receptive to their thinking or viewpoints when you present before them.

All audiences rely on your face to provide clues on how they should react to your verbal message. A face lacking appropriate expression is deadly - so is a face that shows fear or annoyance. A meeting, whether with the boss, an internal team or a client is not the time for a poker face. Your face should reflect the enthusiasm or concern you feel for your topic. If your facial expression does not match your words, you risk not being seen as trustworthy and credible.


Lastly, your posture plays into whether you will or won’t be trusted. Parents always say to children stand up straight or sit up straight. Parents want to instill correct posture because this concludes confidence. If there is anything about your posture that says you are not sure, you must be diligent about avoiding incorrect posture. This includes rocking or swaying.


Trust can be highly encouraged if your verbal, vocal and visual message is congruent. It is up to you to ensure that your body and voice back up your words.



Question: When you plan for and deliver a presentation, what is most challenging for you? What worries you the most?

EffectiveCommunication.com.au is interested in your response. Contact us to respond or ask any communication questions.

Keep People Engaged During a Virtual Meeting

Virtual meetings are a perfect storm. Since attendees know they are not seen, they are often tempted to do additional things.

Unfortunately some people check email, voice mail and phone texts. Some people even leave the room if they believe time will allow!

If you are the host, multi-tasking attendees are not what you want. So how do you keep people engaged?


1.  Sound Energetic
Your voice is the best way to coral your listeners. If you sound enthusiastic, sincere or eager, listeners are more apt to stay attentive. On the other hand, you invite trouble with a monotone.

A voice that is compelling has highs and lows or what is called vocal variety. Words are emphasized in each sentence so that people know what is important.

To maximize the impact of your voice, pay attention to your posture, gestures and expression. Standing up, for example, starts to get the body in motion. Adding gestures and smiling will continue to magnify the energy.


2.  Begin with a Strong Opening Statement
People make instantaneous decisions. In those first few minutes, people decide whether your meeting is important, or not.

Begin by acknowledging the purpose of the meeting, why it is important, how they will benefit and what you need from them. This overview sets the stage. Choose your words carefully. Use strong nouns, verbs and adjectives. Without grabbing attention as you open, it is doubtful you will prevent people from doing other tasks.

3.  Add Personal Stories, Examples, Analogies & Humor
As the host, it is your responsibility to keep people's attention from start to finish.

If you are boring or droning on about something, listeners will tune out. Make a business point stand out with a personal story.

Help non-technical audiences understand by citing examples or using analogies. Add a touch of humor and you will be someone people will enjoy versus tolerate.


4.  Ask Meaningful Questions
When you are the host, it is important to consider the quality of your questions.

Remind yourself to ask at least one riveting or thought provoking question for every key point. For example, questions that might stir a lot of discussion are "What are the risks that we need to avoid?" or "How will we measure success?" Try to get interaction from everyone. If you haven't heard from a particular person, ask their opinion. "Jack, I haven't heard how you feel. Would you mind sharing your thoughts?"


5.  Make Your Listeners Do Things
The more active your listeners are, the more productive they will be. Utilize the available technology tools, such as chat, annotation tools etc.


6.  Applaud Ideas or Expertise
When you start calling out people for their contributions, others will notice and want the same recognition. "Mary, I know you have a lot of experience in compliance issues. Can you share how best to proceed?" "Ralph, thank you for sharing what you learned from the beta tests you did with the Project Launch for …. Those results are priceless and will shortcut our efforts."


7.  Create Simple, Colorful Slides
In a virtual meeting, slides take prominence. Keep your slides simple.

Viewers should easily see the point. Slides should not make multiple points. They should advance your story. As you create your slides, make sure they are interesting and colorful. Be sure to add images, charts and graphs.

Avoid excel charts. Try to synthesize your ideas.

8.  Keep to the Schedule
Begin and end on time. People go from meeting to meeting and resent when a speaker goes over-time. Allow ample time for questions.


9.  Turn On Your Webcam
It will create an emotional connection with attendees and build credibility.

While not everyone has a webcam, the host should encourage those who do to turn them on. It will keep them more attentive.

If using a webcam, remember to look directly into to your camera.


10.  Anticipate Problems
In a perfect world, nothing will go wrong, but the odds are in the virtual world, problems will occur.

It is a good idea to sign in as a guest with a second computer loaded with your slides at the ready. If for some reason, you are having a problem, you can move to the second computer and continue on without interruption.

11.  Find an Assistant
The last thing a speaker needs to do is multi-task.

It is a lot easier if you appoint another person to handle all the technical issues, like assigning privileges or monitoring chat.


12.  Have the Right Attitude
Be yourself and stay humble.

Be prepared for dissension and don't become defensive. Know where resistance will come from and how best to approach it.


We evidently live in a global society, and virtual meetings are more and more the norm. As the host, you go to a lot of trouble to prepare. Therefore, to ensure that people will stay attentive and not become distracted, be sure to utilize these suggested tips.

Control Your Environment During Your Next Presentation

What we say during all presentations is vital, yet never forget that emphasis on the environment will be a prominent factor in determining your success.

For example, whilst critiquing political candidate presentations during the last American election, news reporters often compared the size of candidates’ audiences. Reporters implied that the size of candidates’ audiences equalled the effectiveness of the presentation.

In addition, reporters also used an enthusiasm meter to describe how much energy or excitement an audience demonstrated during a presentation.

Whether these factors in a presentation are important or not, at least we can observe that as presenters we should be concerned about our environment during all presentations.

It is always of upmost importance to plan an audience centric ‘Focused Message’ for every presentation and in addition, you must also pre-prepare or at least control your environment during all presentations.

You can control your presentation environment by considering the following ‘3’ tips:


1. Audience Seating


If the room is not full, encourage your audience to fill seats closer to the front of the room.

If you know in advance that the number of seats is more than the number of people attending, you might improve the environment by removing chairs. You can also have people stand at the beginning of your presentation and then ask them to move forward and fill the empty seats. If everyone sits toward the front, then your audience will not be distracted because the room is not full.

Having people sit together will encourage your audience to respond as a unit.


2. Lighting


Make sure the room radiates plenty of light. Many rooms have a variety of lighting configurations.

Find the switches and experiment to get the maximum lighting for your presentation.

Avoid lighting that creates shadows. If you are using PowerPoint it is not always necessary to turn off lights. At most and is very necessary, you might turn off only the lights above the screen.

You do not want to speak in a darkened room.

3. Clear The Area


Ensure the front of the room is not “busy”. Clear out any equipment or chairs that may clutter the speaking area.

Erase dry boards and remove posters or any other informational pieces that have nothing to do with your presentation.


Finally, the content of your presentation will always be more important than the surroundings, yet paying attention to the environment in which your presentation can significantly add to the effectiveness and outcome of your message!

Communicate Emotion - Your Fast Lane to Motivating Business Action

Can you remember a time when you attended a meeting, only to be lulled into an occasional listening mode because of one dull fact after another?

Just like you, your audience during a presentation will tune out quickly if you don't capture and hold their attention. After all, most business professionals have a lot on their minds.

Presenters who want their ideas remembered must electrify their audience by moving them emotionally throughout their presentation. It is the fast lane to motivation and action. So how do we accomplish this?


1. Verbal Images
 
Create enough detailed images for your audience to assemble a mental picture of what is being described. For example, if you want to change a policy or procedure, help people to see the dire consequences for not making the change or conversely, the positive responses customers will have to a new process.

Draw word pictures, but remember that the word pictures you have created must be powerful enough for your audience to see the same thing you envision in their mind's eye.


2. Strong Language

Create enough detailed images for your audience to assemble a mental picture of what is being described. For example, if you want to change a policy or procedure, help people to see the dire consequences for not making the change or conversely, the positive responses customers will have to a new process.

Draw word pictures, but remember that the word pictures you have created must be powerful enough for your audience to see the same thing you envision in their mind's eye.


3. Tell Stories Tied to Business Point


People get very involved with stories, particularly personal stories. Sharing your emergency room experience of the ER doctor's inability to access your recent x-rays, would really highlight the need for new technology. Your wild travel story or your child's soccer goal will be remembered long after the fact as long as it is tied to a business point.

Although not personal, client or customer stories or examples are also winning. They explain a lot more than just the numbers. They put a face on the client or customer and motivate people to correct issues affecting people's lives and businesses.


4. Visual Aids & Demonstration


Not to be overlooked are Visual Aids and Demonstrations. Nobody dreams about bullet point lists, but pictures speak louder than words. Easy access to the web means that all of us have the ability to insert powerful images into our presentations.

In terms of demonstrations, imagine the power of holding up a stapler to make a point about the pain associated with testing for diabetes or a large ball of rubber bands to indicate how a client's network is in dire need of an update.

Most people would say they make decisions based on facts, but the reality is emotion is proven to be a stronger and hidden motivator. Vivid images stir the soul to action.

As you plan and review your content for your next meeting or presentation, ask yourself, "Have I moved people emotionally?" “Have I created what I want them to imagine?

Your Best Elevator Pitch

How many times have you lost an opportunity to share something important with a client or senior level executive while riding in an elevator or walking down the hall? Most of us have.

An elevator pitch can be a powerful tool towards influencing others and selling your ideas. But, only if you are clear and concise.

Here is how to do it.


Outcome

First and foremost, what do you want to happen as a result of talking to this person?

Don’t just start talking. Be very focused on the action you are recommending.

When push comes to shove, what do you want them to do? Is to approve a budget? Sign off on a proposal? If it is, say it and say it in as few words as possible. Do not beat around the bush. It will frustrate the person who doesn’t have time anyway.


3 Benefits

Next, remember that no one does anything unless they see what’s in it for them.

As clearly as you can, identify 3 benefits. Why three? Three is a powerful number. People remember things in groups of three.

Also, it is important to show that there are many benefits to your recommendation. The more personal you make these benefits to the person listening, the more convincing your argument will be. For example, if you are talking to an Information Technology Director about the benefits of a particular software package, an important benefit might be that the manager will not have work on weekends or have people calling him or her at all hours of the night.


Enthusiasm


A person who is in an elevator or walking down the hall is preoccupied with where they are going or what they will be doing next. Obviously, they are not very attentive. If you are enthusiastic in the way you talk about your recommendation, you will grab their attention.

A monotone voice that lacks enthusiasm will cause your listener to tune out. Be sure that you are pausing and stressing important words and concepts.

Don’t be phony, but don’t be afraid to show you believe in what you say.


Engage

Finally, be sure you look the person in the eye. People cannot ignore strong eye contact. It forces them to pay attention. Use the person’s name often during the course of your elevator pitch.

End by asking for a commitment from the person to meet with you at another time so that you can go into more detail.

If we have been respectful of their time and clear and concise about our ideas, most people will agree to talk to us again.


Wrap Up

If you practice these suggestions, the next time you have an opportunity to deliver your short elevator pitch, you will get your message across successfully.


All the best!

Your Most Effective Way to Make a Salient Point

People are moved by their heads and their hearts. Data alone won't convince people.

Knowing this, many companies have adapted a storytelling approach with their internal and external audiences. An engaging story will always help to deepen the human connection and increase the likelihood of ideas being remembered. It also distinguishes you as a presenter from others.

If your company has embraced this approach, the following ‘Storytelling Checklist’ will insure your success.

1. Does your story make a single point? Is the point obvious? You should never attempt to re-explain your point.

2. Is your story the right story for this audience? Is it relevant to the audience or business?

3. Does the story have an emotional component? Does it grab attention? A boring story interests no one and wastes time.

4. Does your story have a plot with a beginning, middle or end? Is there a clear resolution to a problem?

5. Have you made your characters interesting? Can we picture them? Can we see how they look, what they are doing, or how they feel?

6. Do you know where you will use this story in your conversation? Inserting a story should appear seamless.

7. Have your practiced your story? Tell your story to a spouse or friend and get their reactions, as well.

8. Is passion or energy apparent in your body and voice when you tell your story? A poor storyteller will ruin the best tale.

9. Can you tell your story in 2-3 minutes? If not, perhaps you are adding too many unnecessary details. Maybe you are rambling.

10. What do you want your listeners to think or feel as a result of your story?

11. What action do you want listeners to take as a result of your story?

12. What questions might your story evoke?


Becoming an expert at storytelling is by far the most effective way to make a salient point. A story builds trust and enhances the likelihood that your audience will act on your recommendation(s).

Ensure to check as many of the above questions as possible before your next presentation. The more you communicate stories during presentations, the more effective you will become.

Ensure Your Presentation Audience Want To Listen To What You Have To Say

Your clients are not eager for formal presentations. Many of the thousands of business people we have worked with complain that presentations they attend are often prescriptive, dry and downright boring.

When surveyed, one of our multinational clients said, "The last thing I need in my day is another person presenting by reading their PowerPoint slides at me, which I could better read to myself. What happened to the good old fashioned conversation?"


Your clients want interaction. A sure-fire way to achieve this is to present with a good story.

Storytelling is not something new. Mankind has utilised this ability since Biblical times as a way to educate, inspire or influence change.

Former American President Ronald Reagan was a great storyteller. In fact, his aides said that if you wanted to get the President's attention about an issue, you needed to come into the Oval Office with a good story.

EffectiveCommunication.com.au strongly recommends storytelling as a way for you to connect with your clients on a deeper level.

Before telling any story, you must know the business point or commercial outcome you want to emphasise. Plus, what you want your listeners to do as a result of your story.

Is your emphasis to be prepared for an emerging market, respond more quickly to clients or embrace a new opportunity? Your listeners should clearly recognise and internally interpret the key point you are making + the commercial benefits and outcomes for them because of your story.

Any unrelated details must be eliminated. Your clients do not have the time or tolerance for a long, disjointed story. Tell your story as short, sharp and succinct as possible.

Stories that are efficient and effective have a good plot and interesting characters. As you tell your story, include enough details to arouse your listeners' interest. Be sure to tell them anecdotes that will tug on their heart strings or transport them to a different time or place. There should always be an emotional component beyond the information and data you must communicate.

As you introduce your characters, make certain they are believable. Allow them to come to life by giving them unique character traits.

How you tell your story is critical. Your voice needs to sound passionate and excited. You must take lots of pauses so listeners can savor what you have said. If your delivery is ineffective, your story will fall flat. Demonstrate appropriate and necessary conviction.

The right story delivered at the right time during your presentation will always succeed and win beyond prescriptive, dry and boring communication. Stories help to build credibility and trust.

By applying this age old, yet necessary communication ‘key’, your listeners will more likely want to listen to what you have to say.

All the best!