HOW INFLUENTIAL ARE YOU WHEN COMMUNICATING & PRESENTING?

No matter how good your products and services, people will only be interested to the degree your organization and you demonstrates influence.

Robert Cialdini, author of ‘Weapons of Influence’ & ‘The Psychology of Persuasion’, is a leading expert in the area of influencing.

In Robert’s books, he identifies critical principles that generate desirable change. Below are the 3 key points.

To be influenced during your communications and presentations, your audience must: 

ARE YOU TRUSTED IN BUSINESS?

Being a Trusted Advisor in the eyes of your clients is the Holy Grail.

Being a Trusted Advisor is what you must be when selling products and services.

It takes time and perseverance to develop such a relationship, but the rewards for both parties are enormous. However, be aware there are some things that will erode the relationship. Assess what follows to insure you are doing nothing that puts this all important relationship in jeopardy.


1. Telling Is Not Selling

Lead, but don't tell. Nobody likes to feel you are the parent telling them what to do. People respond best when you involve them in determining an action plan or next steps. Their preference is for you to give them strategies on how to think or decide. Ultimately, it is up to the client to choose.

2. Accept Blame

If things go wrong, perhaps with a delivery or an install, take ownership and do not become defensive. Concentrate on what can be done to resolve the issue and never, never lay blame.

3. Focus On A Win Win Outcome

While people want a subject matter expert, they don't want someone only focused on the end game. It will erode the relationship. Remember, it's not about you; it's about them!

4. Demonstrate Your Expertise Is Based On A Professional Network

You are not Yoda, so relax. If you don't know the answer and you're the subject matter expert, admit it or use your network.

5. Listen More Than You Talk

It's easier to say you are a good listener than to be one. The number one skill for being a Trusted Advisor is good listening skills. The client should do most of the talking, not you. Try not to fill blank airtime.

6. Stimulate Imagination

Of course, ask questions but ask questions that get the client to think. A constant barrage of "fact" questions will not engage or help people to envision a new way of thinking.

7. Watch The Person's Reactions

Any changes in your client's body language or voice should be duly noted. If you see them looking perplexed or if you see their body language getting rigid, be sure to make adjustments in your body language; Lean in; Be more affirming; Smile.

8. Show Empathy

People need to see you care. Validate their issue or problem with a statement such as, "That must have been disturbing." Or, "I am so sorry that happened to you."

Even a simple nod or sympathetic smile can mean a lot to a person when they are stressed. If you feel something is bothering your client, pay attention and acknowledge what you see. "From the look on your face, I can see this is difficult to discuss. Am I right about that?"

9. Call Back

When there is a relationship, the client expects you to return phone calls quickly. Even if you don't know the answer, be sure to return the call, instead of waiting. Any update means a lot.

10. Avoid Being Distracted

Today's multi-tasking world makes it difficult to feel it is okay to do just one thing at a time. Your client expects you to focus only on them. Never glance at email, take a phone call or watch people in the hall. Your client will not feel valued and will become annoyed.

11. Be Interested

Reach out to your client throughout the year for other than the sale. Send articles or whitepapers. Notice any trends in their industry. If you see their name in the paper, do send a note.

12. Diagnose Based On Correct Assessment

It is easy to make quick judgments, but resist the temptation. Wait until all the information is in before making any recommendations.

These twelve tips are essential tips for being a Trusted Advisor. These principles will give you the pole position when your prices are not as competitive as others. And, you will be too valuable to lose as long as you remember what is important.


All the best with your business!

Amazon CEO, Jeff Bezos & The End of PowerPoint As We Know It!

COMMUNICATE PAST THE GATE KEEPER

Wouldn't it be great if when we called a business person, we would actually get him/her on the other end of the line?

The reality is that nine times out of ten, we end up talking to the person's voice mail or the administrative assistant. Decision-makers are busy and want their phone systems and administrative people to run interference for them.

Getting past these "gatekeepers" can be tough. Whether talking to voice mail or to the assistant, your challenge is to make yourself important enough to gain access or receive consideration. The following tips should help you to open the gates:

First and foremost, make the gatekeepers your ally. Show them respect. Be overtly friendly and sincere. Be natural and warm as a way to distinguish your self from the many other callers hoping to gain connection with the decision-maker.

Consider the gatekeepers as essential to your knowledge base, not as your enemy. They can help you learn more about key executives, divisions or the company's initiatives. Do everything you can to engage them in conversation so that you can ultimately ask them some questions.

Never try to pretend you are an old friend or family member of the decision-maker because deceptive practices rarely work. If the administrative assistant says the executive is tied up and offers you voice mail, always ask when you might get ten minutes of the executive's time. Typically, this statement will prompt a conversation about why you are calling. If you have done your homework on the company and have identified some of their problems, you should be able to gain consideration with a strong value proposition. You should also be able to ask the person additional questions about your perceptions. The more you know, the more you can fine-tune your communication and sales approach, but be cautious of making people feel like you are interrogating them.

If the administrative assistant still refers you to voice mail, be polite and thank the person.

If this is a repeat call to the executive and the assistant again suggests voice mail, tell the person that you are interested in sending some information to solve a specific / common business challenge. When possible, share a quick testimony of how a similar company benefited by using your business product(s) and service(s).

A simple template to share a quick testimony is:

INCIDENT: What was the specific challenge similar company experienced

POINT: What was the key benefit / outcome having engaged your business product(s) and service(s)

Then, ask a few more questions about the organization. You might also ask if it is possible to have the executive's e-mail address. If the assistant says to send information to his/ her attention, pay close attention to how the company's e-mail system is structured. You may be able to decipher the executive's address from the information the assistant has given you

RELEVANCE: How is your key benefit / outcome relevant to the decision maker you ate trying to connect with

If you are returning a call, be sure to state it. The gatekeeper could give your message priority.

If the gatekeeper does give you valuable information, consider sending the person a small token of your gratitude. If you do so, the next time you call, you may get even more consideration.

If you get the executive's e-mail address and send the person information, ask for verification that it has been received. Place a call to the person as soon as you see the message has been received.

Decision-makers are often at their desks by 8.00 a.m. and rarely leave before 6:00 p.m. so that is a good time for the executive to answer his/her own phone. The lunch hour is another possibility.


Continually, fine-tune your elevator pitch and practice it out loud so that when you do leave a voice mail, it is listener-focused. Also, make sure your message is very concise, under 60 seconds. People rarely listen all the way to the end of a long message. Remember to say your name, company name and phone number both at the beginning and end of the message. Pause for a second or two between each statement so that your enunciation is clear. Make it easy for the person to call you back. Be sure you come across as a strong communicator with a positive, upbeat voice.

Listen very carefully to the voice on the other end of the line before you leave your voice message. Try to get a sense of the person's communication style and emulate it.

Strive to make a positive impression with whomever you communicate with, even if it is a machine.

Gatekeepers can either be your friend or your enemy. If they see you as just another annoying salesperson, you will stand little chance of getting the decision maker to take your call. If they like you and see you as a nice person, they will give you consideration.

Everything depends on your communication approach!

All the best with your future communication and presentations.

What to Consider When You Present Later in the Day!

Is your presentation scheduled for 3 p.m or later? 


If so, you're in the Grave Digger's shift. In fact, any time you speak in the afternoon, you run the risk of digging your own grave unless you are interesting and engaging. 


People are tired and typically have a lot to do before they end their day. Therefore, you cannot present information the same way as you would in the morning when people are fresh and less distracted. Here are some key things to remember.
 

Be Animated 

In a natural way, amplify your energy. Speak up. With a louder voice, you pull people into your world. With a soft voice, you become background music in an elevator. 

Do bigger gestures. They help listeners to visualize your point. 
Remember to smile. You will seem more approachable and friendly. Nobody wants a "sour face."  

Move toward your listeners if you have the opportunity. The mistake that many speakers make in an afternoon session is to sit down or to stand right next to the podium. That's deadly. When you move, eyes will follow.  

Finally, and this is most important, sustain eye contact. You will appear trust worthy and transparent. Also, there is an obligation with eye contact. When you look at people with intention, they respond by smiling or nodding.



Set Some Context    

 
Before you do a deep dive into the details, people need some background on the issue for discussion. Remember your listeners have been involved in other things all day long. Even if you have sent them an agenda, be sure to tell them as you start the criticality of what you are about to discuss and the impact on them personally. 

A boring opening, particularly in the afternoon, is one that starts with "Today, I am going to talk to you about...." A lot of people will shut down at this point because you have indicated that the message is all about you and what you want to accomplish.
  
 

State Your "Ask"        


Hold your listeners responsible. Right up front, tell them what you want them to consider doing and why it would be beneficial. By giving listeners an action step, people listen more attentively, especially if they know you ultimately want a decision.


Tell Your Audience Something They Did Not Know


Not many of us can stay riveted on information we already know or accept. If you are giving an update, tell listeners what's different than last month or last quarter. 


Don't waste time going over data or numbers that are not problematic. If you are meeting with a new client, tell your client how your company or product differs from others. At that time of day, that is usually their main concern. 

A boring diatribe of the history of your company or your extensive client base falls on deaf ears.



Be A Storyteller       


People are easily distracted and pre-occupied as the day intensifies. It is critical to make your points stand out. 

What better way than to tell you listeners a story? People love stories because they are entertaining and engaging. They evoke empathy. They help listeners to experience the same feelings for themselves.



Add Appropriate Humor

If used well, humor can boost creativity, initiate conversation and build a trusting relationship according to research by the Hay Group. It can also reduce hostility, deflect criticism, relieve tension and improve morale. 

Can you imagine how welcome playful laughter can be when the day has been hectic?



Be Short


William Strunk, the writer, said a sentence should have no unnecessary words for the same reason that a machine should have no unnecessary parts, or a drawing no unnecessary lines. 

Don't overwhelm people at the end of the day. Give your listeners enough data or facts so they can make a decision and be done with it. If you have an hour, try to finish in 40 minutes or less.

Presenting an idea or product to an internal or external audience is always a challenge. It is particularly difficult in the afternoon. To insure that you are successful, make the necessary modifications to your delivery and style.


All the best with your future presentations!

USE STATISTICS EFFECTIVELY IN ALL YOUR PRESENTATIONS

In our Effective Presentation Skills Workshops, we at EffectiveCommunication.com.au share the dangers of using statistics in a presentation. A main reason is that you can adapt data to make it mean whatever you want it to mean.

There are times, however, when statistics can be used effectively. Those times are when we answer these two questions, “How much?” & “How many?” When you answer those questions, qualify your answers with these three characteristics: Few, Fresh, and Forceful.


Use Few Statistics

Take for example the problem with garbage. Edward Humes in a recent Wall Street Journal article wrote that Americans toss out over seven pounds of trash per person each day.

 A single statistic was sufficient to cover “how many.”



Make The Statistics Fresh


Recency is important. Check the internet regularly to find the latest statistics on your topic. Because we all take garbage to the curb each week, garbage is continually fresh—well, the garbage isn’t, but the idea of it is on our minds.


In one town, a huge controversy arose over the need to build a new bridge across the town’s river. The bridge presently in use is old and was never made to handle the amount of traffic that now flows over it.

A column in the local newspaper presented that a billion dollars worth of goods crosses the bridge every week, and each month that construction is delayed the cost of the new bridge increases eight million dollars.


Few and fresh are both inherent in these two statistics. These two statistics are sufficient to answer “How much?”




You Can Make All The Above Data Forceful By Your Delivery


Pause before you speak the statistic and then punch out the number. Perhaps take a step toward the audience as you deliver a particularly powerful statistic.

Don’t make statistics a major part of your presentations. Instead, carefully place one or two statistics in your presentation. Make sure the number you mention is relevant.

Add some drama by pausing and punching out the data. Then you will have answered the two most important questions audience members want answered: “How many?” and “How much?”


All the best with your future presentations!

A GREAT PERSUASION TOOL

Groucho Marks emceed a television game show in the 1950’s called ‘Who Do You Trust’.


The contestant had to choose which of three people was telling the truth. On this show, contestants paid close attention to the body language of the three people as a means of determining who was telling the truth.


When business people attempt to sell their ideas face-to-face, their prospect and clients also notice whether body language supports the message. This is not possible on the telephone. Instead of body language, listeners gauge trust by tone of voice.


Over the phone, people assess whether the words the person is saying actually match what they hear in the voice. If they do, they trust. For example, if you say you are sorry for the mix-up and you sound very apologetic, the listener is likely to give you another chance. On the other hand, if you ask how you can help the person, but sound very bored, the caller is likely to feel you are insincere. Your credibility will be severely affected. The person may even ask to speak to someone higher up, rather than waste time with the wrong person.


Tone of voice is very important to credibility when speaking on the telephone. In fact, Albert Mehrabian in his book, ‘Silent Messages’, says that if there is a difference between the person's words and tone of voice, 85% of the time, people will trust what they hear in the tone of the voice over the actual words.


Obviously, we want people to pay attention to the things we are saying when speaking to them over the phone. It is critical that we make a strong impression through the tone of our voice.


To keep the tone of your voice sounding sincere, it is important to assess how it typically sounds. By recording your calls periodically, you can gain powerful feedback on how your voice sounds to others as your day progresses.


To maximize the tone of your voice make sure you pause often and take frequent breaths. A voice that is starving for air will be a monotone, or it will sound strident. If you pause for a second or two where you might want to highlight a point or where you would have a comma or a period, you will greatly enhance the tone of your voice.


Also, if you smile, the voice will be much warmer. It is a good idea to have a mirror by your phone so you can watch your lips and mouth. You may notice that you hardly open your mouth, and, consequently, the voice sounds flat.


Trust and credibility is essential for anyone selling an idea. To insure that people believe your words, make sure that the tone of your voice is not an issue - that it supports and matches the words you are saying.


Your voice is a great persuasion tool.