Visual, Verbal and Nonverbal Communication

Power Pose & Stilettos - Can They Create Confidence?

noreply@blogger.com (Theresa Zagnoli) — Wed, 24 Apr 2013 21:26:00 +0000

Yesterday morning, I happened to catch Hoda and Kathie Lee while at the airport. Interestingly, the segment I watched featured two life coaches opining on how to "Create Confidence". They advised adopting a "power pose," citing research which demonstrated that a power pose for as little as two minutes can boost confidence, making people feel more powerful and more willing to take risks.

The segment continued with advice on how to be more assertive and improve your confidence when walking into a business. Their first piece of advice: "wear stilettos". The positive attributes of that instruction are aligned with research that indicates taller is better and taller is more attractive which is also better and sex sells which is ...well, a fact. However, this strategy fails if you have to walk either fast or any distance. Try and walk six blocks on uneven concrete to a meeting dragging a wheelie bag. Not only will you fail at impressing, your flat shoed male colleagues will end up either waiting for you, or not.

As an expert in communication, I endorse the idea of using space and body language to your advantage. However, a stiletto might not have been my first go to accessory to suggest.

What's your "go to" confidence booster?

Communication Styles Impact the Teachers Strike

noreply@blogger.com (Theresa Zagnoli) — Wed, 12 Sep 2012 16:15:00 +0000

As the public watches reports on the Chicago teachers strike, it is hard not to notice the stark difference in communication styles of the two sides. While speaking, the Teachers Union Vice President Jesse Sharkey did not present himself as a person who is looking for a win-win. Using the word 'draconian' was a show of arrogance, not cooperation. The Union President, Karen Lewis, was calm but rather bullish on the 10:00 pm news interview when she spoke about the latest city proposal on the table. The city spokesperson, in contrast, was professional and strong, but reasonable.

Are they different at the negotiating table, or are we getting a glimpse of the conflict?

Juror Fashion - What Does It Mean?

noreply@blogger.com (Theresa Zagnoli) — Tue, 28 Aug 2012 00:31:00 +0000

Jurors showed up today donning sports team wear for the Drew Peterson trial. It is not as uncommon as you might think for jurors to get all matchy matchy during trial. At the Edwards trial, jurors had red, purple, grey and even black days. Sports jerseys were seen recently in a murder trial in an east coast courtroom. Scooter Libby faced a jury dressed in Valentine apparel shortly before his conviction. There are likely dozens of other unreported instances of ‘team jury’ apparel.

What does it mean? It could mean the jurors are just messing with us. They want some attention, are releasing tension or have started to bond on a hostage level. Most likely they are trying to amuse themselves. Being admonished daily not to discuss the case and running out of weather (it is just hot) conversation, they have taken to game playing. Think of it as a long boring car trip. You find other ways to entertain yourselves. They are no doubt tired of counting the number of ‘uhms’, guessing what color tie will be worn by which attorney and pondering lunch. But unless they show up in matching orange jump suits…don’t read too much into jury fashion.

Shocking But True

noreply@blogger.com (Theresa Zagnoli) — Wed, 30 May 2012 19:38:00 +0000

Guest Blog: Bill Grimes

You would think intelligent, sophisticated people like federal judges and lawyers arguing high profile federal cases would know basic email jargon. WRONG! Not all of them.

The lack of familiarity is right there in the transcript of the Washington, D.C. perjury trial of former baseball star Roger Clemens. Outside the presence of the jury, U.S. District Judge Reggie Walton and the attorneys were discussing whether to ask witnesses questions jurors had submitted. One question referred to "email threads" between Clemens and his personal trainer. Judge Walton and Clemens’ attorney Rusty Hardin, didn’t know what “email threads” were. Seriously. Prosecutor Daniel Butler cleared it up for them, "In other words, a series of emails." Judge Walton said, “I never heard the word ‘thread’ used in that context.” Rusty Hardin added, “I haven't either.”

Surprising as it is that Walton and Hardin never heard of ‘email threads,’ it reveals a delicate position communicators often find themselves – not insulting their audience by explaining every expression while making sure they are understood. There are many people, mostly on the other side of age 50, who resist learning too much about computers, email, social media, Internet, etc., because they’re just not into it. Just like there were legions of people who insisted on sticking to the horse and buggy years after the automobile was invented. People uncomfortable with change miss out on the new vocabulary that comes with it. It’s not the communicator’s fault, but it’s the communicator’s problem if the unenlightened individual is someone the communicator must inform.

A good rule of thumb: if the word has been commonly used in another contexts, such as “thread” (as in sewing), “platform” (as in where one waits for a train), “server” (as in what a tennis player does), explain it in as few words as possible. The way prosecutor Bulter explained that a ‘thread’ is “a series of emails” is short and sweet.

BTW [which stands for “by the way”] I’m willing to bet Butler is younger than Walton and Hardin.

When PR and Legal Advisors Collide

noreply@blogger.com (Theresa Zagnoli) — Tue, 22 May 2012 18:04:00 +0000

In Friday’s Reuters article Jamie Dimon was lauded by the PR crisis management industry and warned by the legal beagles. Clearly, the two groups should spend more time talking to each other. The best path for any corporate leader in a similar position – and there do seem to be increasing numbers in this club – is to come forth with an aggressive message that is as clear and open as the crisis communication gurus suggest while also taking care avoid legal words that lawyers will later pounce on.

As experts in communication, we mostly agree that some message is better than no message. The legal advisors have done a considerable amount of damage over the years by shushing their clientele, a strategy mostly born of arrogance on the part of the lawyers, plus a healthy dose of warranted fear for what the CEO, CFO, COO, etc. will say. For example, while dispensing words of wisdom and talking about the "court of public opinion", the public relations people, on the other hand, will not have spent much time in the courtroom seeing their strategically crafted message displayed on a ten by ten foot screen to a jury of Jamie Dimon's peers day after day.

Marry the lawyers’ caution and experience, with the legal ramifications of being too clever, with the count on honesty to carry the day philosophy. This strategy allows most any misstep to at least get some salve applied while the real healing begins.

Nice Ladies Can Be Incompetent Communicators

noreply@blogger.com (Theresa Zagnoli) — Thu, 09 Feb 2012 20:45:00 +0000

City Sticker Design Decision Gone Wrong

Because this is a blog dedicated to good communication and not good sense, let’s ignore the merits of Chicago City Clerk Susan Mendoza’s decision to dump the city sticker winner design due to the alleged similarity to gang symbols being present in the design. Let’s go straight to the manner in which she communicated the controversial decision to the public - which by anyone’s measure was a disaster. I do not know Ms. Mendoza and I will take Herbert Pulgar’s word for it that she is a “nice lady”. Yet, nice ladies can be incompetent communicators. Here is how it should have gone down.

Mendoza should have started with a heartfelt public apology to Herbie, his friends and family and especially his teacher who guided him in this competition.
She then should have been told of the difficulty in making the decision and named ALL the people she consulted and their credentials for assisting her. Using words like regret, sad, upsetting, empathy, etc. would have made her appear less icky.
Next she should have stated that the young Mr. Pulgar was believed to be blameless in the accidental association to gang symbols and that he would not be punished by taking away his $1,000 prize.
Ms. Mendoza should have been very quiet as to what the City was to do about a new sticker design. Let the dust settle on ousting Herbie before crowning a new king (or queen as it were).

I am sure I have more to say but the more I write the less rational become over poor Herbert. Did you see him? Gang promoter? Jeeeez!

Does A Fresh Coat of Paint Really Matter? What is the Motive Behind the Message?

noreply@blogger.com (Theresa Zagnoli) — Thu, 01 Sep 2011 19:09:00 +0000

On October 12th, United Airlines President & CEO, Jeff Smisek, will present to the Executives Club of Chicago. Regretfully, I will be unable to attend.

I am baffled by his generally well crafted and delivered video presentation currently playing on United/Continental flights. Will someone please ask him, in a polite and respectful manner, what caused/prompted Mr. Smisek to believe that his message to his passengers (clients) should tout the “painting of airplanes” as progress in the coupling of the two airlines?

Other than the time I boarded a United Airline flight to Des Moines that looked like a Mr. Potato Head with its grey body attached to a red, blue and white nose, there has never been much interest in the paint job. Branding through paint may have been high on the transition team’s list of priorities, or maybe it was just any easy and visually obvious step toward integration. But a major step toward integration? Not hardly, from a passengers perspective.

Mind you, I am not complaining about how the process of combining the two giant birds is moving along. The merger and subsequent rolling-into-one would be a daunting task for even the heartiest CEO. Nonetheless, as a communication strategy, it is baffling to me why painting the planes was front and center in the on-flight CEO video now seen by passengers over the past several months. At first, I thought maybe that is the only thing he has to talk about? Now, however, there is an updated version of Mr. Smisek’s promotional video and he continues to discuss the paint job. As a continuous assimilator of human behavior, in particular - the thought process that goes into formal, practiced, vetted communication - I am anxious to know the motive behind the message.

Anyone know the answer?

Please, would someone ask the question on October 12?

Until then, I remain perplexed.

Laugh at Yourself – It Makes You More Likeable

noreply@blogger.com (Theresa Zagnoli) — Wed, 10 Aug 2011 20:54:00 +0000

It seems everyone (here and here to show you just a few) is talking about the upcoming issue of Newsweek featuring Presidential contender Michele Bachmann on the cover. An “unflattering” photo is not a method for discriminating against gender. That it is Bachmann’s photo is not stereotyping a characteristic of the female gender. In fact, declaring that a woman candidate must look pretty on the cover of a magazine could be considered the gender biased position. Since I do not pay much attention to Ms. Bachmann and could not pick her out of a crowd, it was not readily apparent that this cover shot did not reflect a possible storyline. “I see the White House” or “Take me Jesus” come to mind.

At my house if an unflattering picture of you shows up, it is fodder for a little self-deprecating humor, which we know is a top-notch communication tool that attracts people and makes an individual more likeable. Instead of whining like a girl, Ms. Bachmann should pull out all her bad photos and do a “bad photo scrapbook.” And if she does not have enough of her own, I know plenty of women who are not afraid of their “bad side” who would be willing to share.

Eavesdropping – People are Listening

noreply@blogger.com (Theresa Zagnoli) — Tue, 15 Feb 2011 15:38:00 +0000

Guest post: Bill Grimes

Frequently we find ourselves in situations such as sitting on a train, plane or standing in line where stranger’s cell phone conversations or what should be a personal chat between two friends becomes more of a public broadcasting event.

It’s annoying because it’s not your conversation. You’re forced to listen to someone else, like listening to someone else’s music – it just doesn’t do it for you. But don’t you find yourself just a little curious? It can be like an Oprah Show materializing before your ears. There’s melodrama and angst to the point of being comical.

For example, here’s part of one side of a cell phone conversation heard on the train: “Alright, if that's what you want to do to each other. I don't know why you want to do that to each other.”

Another one-sided cell phone call: “Pepto-Bismol. PEP...TOE…BIZ…MAL! I'm telling you the truth.”

A man leaning toward another man across the aisle on the subway: “Excuse me. Excuse me. I'm sorry about your respiratory challenges. Do you mind covering your mouth when you cough?”

And then there is the summer vacation line that you cannot get out of. Initially, it was bothersome for people stuck in line for hours waiting for the refurbished Statute of Liberty to re-open in New York Harbor in 1986 to also have to listen to Randy. Randy is a bored 10-ish kid, in line with his sister and mother. Visiting Mother Liberty clearly was not Randy’s idea and he was determined to let everyone around him know. He started in with, “We have to stand in this line for how many hours?” (It turned out to be about four.)
And he continued, “I hate standing in line.”
Mom: “Stop whining.”
Randy: “I hate when my Mom says, ‘Stop whining’.”
Mom: “It’s the Statute of Liberty.”
Randy: “I hate the Statue of Liberty.”
Mom: “You’ll never forget this day.”
Randy: “I hate that I’ll never forget this day.”

About a minute of silence is broken by a concessionaire, “Hot dogs, snow cones, souvenirs!”
Randy: “I hate when someone yells ‘hot dogs, snow cones, souvenirs’.”
Mom, a little perturbed: “Randy, you’re getting on people’s nerves.”
Randy, more like a mantra than a whine: “I hate getting on people’s nerves.”
Mom tries to suppress a chuckle.

More chuckling is heard. This goes on for hours.

It’s unlikely anyone in line to see the refurbished Statute of Liberty will soon forget that day, especially those within earshot of Randy.

Photo credit via flickr to @darkpatator

The Effect of Visual Imagery on Smokers

noreply@blogger.com (Theresa Zagnoli) — Tue, 18 Jan 2011 15:05:00 +0000

Guest Post By Jason Schwartz

The headline on msnbc.com was “These cigarette packs could scare you into quitting.” A new law signed in June by President Obama requires cigarette companies to post large, visual warnings on every pack. The FDA intends to use curt verbiage alongside the new images of corpses, cancer patients, and diseased lungs and teeth as part of their repertoire to scare potential smokers from starting as well as encourage established smokers to think twice.

The new visual warnings are a step in the right direction. Visual learning is a cornerstone of the education system in general. As much as 60% of every classroom is occupied by visual thinkers and as a result, this new initiative aims at what could be considered a majority of the consumer public.

A related study published in the October 2010 issue of the Journal of Consumer Psychology looked at food packaging and its effect on overeaters. Their results showed that people ate more food from packages with many items pictured on it than from packages with few items pictured on it, illustrating the power of visual impulses and the depth to which they drive our consumption.

I give the FDA credit for realizing that the battle lines need to be redrawn in the war on smoking. However, there are many who believe the FDA is implementing this new strategy incorrectly. A recent paper in the Journal of Experimental Social Psychology suggests a warning label stressing death and mortality could, in fact, be counterproductive. The researchers found that death-related warnings led to more positive attitudes toward cigarette use in people who saw smoking as cool, sexy, and essential to their self-esteem. Interestingly enough these same people had the opposite reaction to warnings that smoking makes one less attractive.

With this in mind, perhaps the FDA would be better served with images that steered clear of death and instead, employed images of ugliness. Even comedian Lewis Black agreed during his segment on The Daily Show “Back in Black” by saying “if you really want to keep them (children) from lighting up, launch a pro-smoking campaign that links cigarettes with virginity.” As ridiculous as this sounds, it makes the point that the FDA seems to be missing.

While I commend the FDA for realizing they need to be more visual in their attempt to warn consumers against the dangers of smoking, I would suggest they think outside the box when it comes to the substance of these new warnings.

Onward to 2011!!

noreply@blogger.com (Theresa Zagnoli) — Wed, 12 Jan 2011 17:45:00 +0000

Hello Readers!! My apologies for the lengthy delay in posts – ZMF ended 2010 with a bang, which translated into more work and less time to blog. But 2011 is upon us and I have big aspirations to post more frequently!

Before we dive into our first blog of 2011, I thought we’d take a quick look back at my favorite and the most viewed posts of 2010 (as we did for 2009)

Five Steps to Become More Likeable

Critiquing the State of the Union Address

The Tiger Trilogy:

Why Everyone Needs Communication Coaching

The John Manning I Think-A-Thon
Word Choices Matter
Ineffective Communication of Companies in Crisis
And finally, my favorite – The Poster Child for Horrific Communication

Good Communication Does Exist

As many of you know, I am also on Twitter. I know many of you don’t have time for another social media website, so I’ve asked a colleague to post regular updates on my blog to share some of my tweets. By highlighting the best tweets of the week, you will be able to read about new research, interesting links, blogs I’ve found interesting without having to dive into Twitter.

As for this blog, we’ve got big things planned in 2011 and I’m aspiring to a post a week this year (with help from colleagues), so I hope you will stay tuned!

The Medium is the Message

noreply@blogger.com (Theresa Zagnoli) — Fri, 15 Oct 2010 14:37:00 +0000

Mediated communication expert Marshall McLuhan once said, “The medium is the message.” In saying this, McLuhan asserts that the way in which a message is delivered to its audience has a greater impact on message recipients than the message content itself.

The available mediums through which we communicate and receive information are changing. We are moving from the radio and newspaper to various forms of online social media like Facebook, Twitter, Google, and YouTube. Some people even have the ability to skip over television commercials with the invention of DVR and some can surf the Internet during a flight using airplane Wi-Fi systems.

Changes like these are vastly changing how we communicate, learn, and process information. Instead of leaving a voicemail, we leave a wall post. Instead of watching a live rerun on TV, we watch the recorded premiere. Instead of only connecting to the Internet through a chord, we can connect via satellite almost anywhere. We now live in a world where we have immediate access to more information, from more sources, than ever before.

Do you feel that McLuhan was correct in his assertion that ‘the medium is the message’? How has the emergence of new forms of communication changed the way you interact with others around you? Do you think this change is good or bad?

Trials, Tribulations and Nonverbals of Jury Duty

noreply@blogger.com (Theresa Zagnoli) — Wed, 29 Sep 2010 21:34:00 +0000

By Alan Tuerkheimer

The directional markings to the courthouse were not exactly big and bold, but it was clear where all of the traffic was heading on a recent morning – straight into the Maywood Division of the Cook County State Court. Surrounded by a prison, a law firm that could have doubled as a key manufacturer by night, and some curvy quiet roads off of a gas station, I proceeded to the juror holding pen, also known as the room for prospective jurors.

Watching people, reading the newspaper, and hearing prospective jurors sigh is what got me through the next 2.5 hours. I could actually see them sighing with frustration without hearing a sound – concerned looks on their faces, apprehension in the way their shoulders hunched down, and back-and-forth nervous fidgeting/pacing among others.

We did see a brief video by Lester Holt on the importance of jury service but it didn't resonate with potential jurors who appeared to be mostly asleep. Mock jurors never had it so good. What is this guy’s (Lester Holt) local connection? I don’t recall seeing him with a moustache. Most people seem to know what they are getting into but there is a range of coping. Some are remaining pleasant (hey it is a 17 dollar check), others perturbed to be there, while most just sit and pass the time away reading or playing on their cell phones. After talking to a few (on the way out) I realize that some people have served before, or at least showed up for jury duty. They had more of a “grin and bear it” attitude compared to the newbies…newbies appeared half annoyed, half concerned, and half interested in finding out their fate. Okay change that to thirds. I think and hope deep down some were looking forward to being part of the process, although this sentiment was not palpable throughout the wait. Some were smiling and looked upbeat. Will the man in the next row stop snoring?....it is exasperating to the masses to say the least.

Only one woman who asked the jury clerk 3 questions in 5 minutes and tried to get on her good side conjured up the notion of Stockholm Syndrome for me. This is, in psychology, a term used to describe how hostages express positive adoration toward their captors, even in the face of imminent and uncertain danger. This woman appeared nervous but seemed content by what she must have thought was a lifeline to the jury clerk. Most jurors find jury service positive and rewarding, especially if they do not believe the attorneys were condescending, repetitive or manipulating. I remember thinking I hope if these potential jurors get let go they do not think this is what jury duty is all about. I can just see them going home after waiting for a few hours and telling their spouse, “You would not believe how boring jury service is.”

I waited and waited, and when I was looking forward to at least experiencing a voir dire, one of the bailiffs informed everyone that two of the cases up for trial settled and one opted for a bench trial. I wanted to know more. Prospective jurors scurried out of the assembly room as if being called to come on down on The Price is Right. Time to invert my steps out of the courthouse.

Making the Most of Gestures

noreply@blogger.com (Theresa Zagnoli) — Wed, 22 Sep 2010 21:25:00 +0000

This article is a nice comprehensive tour through the basics of gesturing. However, it is nearly impossible to teach a statue to move. Stone is not a pliable material. Unfortunately the ability, more of a need really, to gesture is formed early in life. It is part of your personality. And when we try to coach people into using gestures what you end up with is the likes of Al Gore with his thumb in the air.

If you believe gesturing will advance your career or your personal happiness, do this. Video record yourself telling the camera, or live audience if you prefer, the funniest story you have every told. Also try the saddest, scariest, outrageous and so on. Push rewind and watch what gestures come naturally to you. Work on making your excited personality come through in more mundane situations. It will work. I promise.

Whoa, Phil, know when to tune it down!

noreply@blogger.com (Theresa Zagnoli) — Wed, 15 Sep 2010 03:03:00 +0000

I’ve posted examples of bad corporate communication before – (see here, here, here and here). But just when I thought I’d seen it all, I stumbled across this video during my travels on Twitter today. This campaign speech by a candidate running for Stark County, Ohio Treasurer is going viral all over the web – and not in a good way. Phil Davidson is the poster child for Horrific Communication.

Mr. Davidson has a highly educated background, which includes a Master’s Degree in Communication, yet his delivery sounds more like that of a professional wrestler or raging bull entering a rodeo ring than a political candidate. I felt sorry for the people in the first row of his audience. No doubt with Davidson’s uncontrollable zeal they were both scared and spat upon.

There is so much wrong with the presentation that it is not even worthy of diagnosis. Given how awful the speech was, there’s a plethora of rules that were broken, such as his disjointed delivery, his quivery voice, the continued frantic pacing and obvious need for more rehearsal time. But my biggest question is where are his confidants? No doubt they too were frightened from the room.

Mr. Davidson could have saved himself from becoming the laughing stock of the Internet – by seeking honest feedback during his preparation. [And we know he prepared because he jumped back to his notes continuously.] Presentations should always be rehearsed – first, videotape yourself and play it back to make improvements, then as your preparation progresses gather a live audience to rehearse in front of – your family, your colleagues, your neighbors, any breathing person with a pulse. Just don’t trust yourself to deliver the speaker and the audience perspective. Someone should have told Mr. Davidson how far off the mark his delivery was and provided constructive comments on how to improve. This is comparable to those American Idol contestants who show up thinking they are the next pop star, but can’t hold a tune at all. Why didn’t their family members say: “You sound like a screeching bird, please don’t humiliate yourself on national TV.”

The whole speech was just so wrong that I am hoping it is a gag. In which case, our howls of laughter that rose exponentially with every sentence were justified.

Likeability in an essential component for any politician’s electability and Mr. Davidson is only likeable here for his comedic relief. Sadly, Mr. Davidson failed to win his party’s nomination for the treasurer campaign … can’t imagine why.

Don’t Let Your Brain Get in the Way

noreply@blogger.com (Theresa Zagnoli) — Tue, 14 Sep 2010 15:43:00 +0000

By Bill Grimes

The Atlantic magazine has an interesting story in the September 2010 issue about the seemingly inexplicable undoing of the world’s #1 female tennis player. Ana Ivanovic, just 22 years old, won the French Open in 2008. Today she has difficulty accurately throwing the ball up in the air to serve. Her ranking dropped to #58 this summer, and she lost in the first round at Wimbledon. The collapse may not be so inexplicable, and may have lessons for all of us.

University of Chicago psychologist Sian Beilock says Ivanovic’s inability to do what had become routine for her could be “paralysis by analysis.” She may be thinking too much. Her brain may be interfering with synchronized tasks she had clearly mastered. A healthy teenager can sprint down the stairs, but Beilock says if he were to think about how his knee is bending while doing it, “there’s a good chance [he’ll] fall on his face.”

This doesn’t mean stop thinking about what you’re doing and you’ll be great. It’s not that easy. You must master the skill, whether it’s tennis, golf or public speaking. Learn the subject. Prepare for your game or speech. And practice is critical, as is how you practice.

Beilock’s research indicates anxiety can trigger an “overactive mind.” You need to create some anxiety at practice. That’s why football teams sometimes pipe in loud crowd noise when they practice. When you prepare for a speech, practice in front of people, not just alone at your desk. A comfort level will set in, so when you speak in front of the real audience your mind will get out of your way.

Mayor Daley's Announcement Falls 'Flat'

noreply@blogger.com (Theresa Zagnoli) — Wed, 08 Sep 2010 18:04:00 +0000

What did you see as you watched Mayor Daley announce his retirement yesterday? I witnessed a stranger. Daley was flat and scripted. I challenge the news media to find a clip of Mayor Daley being stoic and reading from a script. He abandoned his normal passionate communication style for a tightly controlled delivery of a message that sent tremors across the nation. The result of his ‘speak no evil’ presentation leaves us empty. Not a typical emotion after a Daley press conference. No jokes about how good his golf game will get, or quips about his wife chasing him out from under foot. His face was drawn, the family sad and yet all he really said was, I quit. It is difficult to know what his goal was. But as a student of communication I am curious what emotion he worked so hard to control. The possibilities are endless.

ZMF In the News

noreply@blogger.com (Theresa Zagnoli) — Fri, 20 Aug 2010 20:32:00 +0000

Rod Blagojevich’s post-trial media tour may be just beginning today, but Zagnoli McEvoy Foley has been hitting the airwaves for weeks! ZMF consultants Theresa Zagnoli, Beth Foley, Bill Grimes, and Alan Tuerkheimer have been called upon by media outlets near and far to lend their expertise and insight into the former Illinois governor’s corruption trial and the jury deliberation process.

Answering questions from “Was it a mistake to keep Rod Blagojevich off the witness stand when the jury was promised his testimony?” to “How do jurors begin to deliberate with 123 pages of jury instructions and an 11 page verdict form?” and, especially, “Why is this taking so long?” We covered it all.

A few of our favorite clips are below and a full listing can be found in the right column of this page…with more to come as we head into round 2!

Theresa Zagnoli
WTTW "Chicago Tonight" (live) on July 27 and August 11

FOX News "Studio B with Shepard Smith" (live) on August 5

Beth Foley:

ABC 7 News Chicago on August 19

WTTW "Chicago Tonight" (live) on July 21

Bill Grimes:

WGN Morning News (live) on August 12 and August 18

WBBM News Radio (live) on August 12 [6:37]

Alan Tuerkheimer:

Quoted in USA Today articles on August 12 and August 18

CBS 2 Chicago News (live) on August 11

Examples of Good Corporate Communication Do Exist

noreply@blogger.com (Theresa Zagnoli) — Wed, 04 Aug 2010 15:25:00 +0000

In several previous blogs, we’ve highlighted examples of poor communication. From poorly worded media statements of companies in crisis making horrible word choices to poorly phrased email statements to downright awful corporate announcements which highlighted insensitive, inconsiderate and thoughtless communication by corporate leadership – poor communication is everywhere. However, occasionally, I run across an example of corporate communication done right.

A couple weeks ago, I read about the acquisition of deal-a-day website Woot by the e-commerce giant Amazon. I knew nothing about the Woot brand, their corporate culture or the deals of the acquisition, but the letter to employees written by CEO Matt Rutledge was nothing short of brilliant. He utilizes Cicero’s model of successful communication utilizing three essential ingredients: charm – teach – move.

For the full text, click here.

Throughout the letter, Mr. Rutledge employs Cicero’s model, but let’s look at a few specific things he did right:

1. His style is consistent with the brand and the corporate culture. A quick look at What is Woot? page on the website shows the company is snarky, clever, self-deprecating and uses humor during their customer interactions. Mr. Rutledge’s letter to employees utilizes the same tone in the very first sentence – “I know I say this every time I find a picture of an adorable kitten, but please set aside 20 minutes to carefully read this entire email.” His tone and clever delivery continue throughout the letter until the very last line – “Also, there will be six muffins waiting in the company break room, courtesy of the nice folks at Amazon.com. Welcome to the family!”

2. He directly addresses with employees how this change will impact them. He writes, “We plan to continue to run Woot the way we have always run Woot – with a wall of ideas and a dartboard. From a practical point of view, it will be as if we are simply adding one person to the organizational hierarchy, except that one person will just happen to be a billion-dollar company.”

3. He embraces what he knows will be employees’ “top 5 burning questions” (which really turn out to be only four questions). Nonetheless, the format is clear, concise and demonstrates he knows his employees and what their concerns will be. He outlines that company data forums, staffing, leadership and culture will remain unchanged, therefore quieting restlessness among the ranks about how these changes will impact them and their jobs.

4. He is likeable – his funny, self-deprecating style puts people at ease. He knows this news is big for the company and its employees, but he utilizes language to make the changes relatable to his audience. “This is definitely an emotional day for me. The feelings I’m experiencing are similar to what I felt in college on graduation day: excitement about getting a check from my folks combined with nausea from a hellacious bender the night before.”

While this style of writing would not work for every person, company or audience, the communication lesson is clear. As a communicator, your goal should be to provide your audience with content that grabs and keeps their attention. Integrating your personality, perfecting your tone and utilizing the corporate culture provide a positive experience for the audience and move them to action.

Communication is Communication: Night or day

noreply@blogger.com (Theresa Zagnoli) — Fri, 30 Jul 2010 19:40:00 +0000

Did you hear? President Obama appeared on The View yesterday. Now people are weighing in on whether the President made the right decision to appear in this type of format. What a hoot – this is just an attempt to discredit his appearance by snooty mainstream media and Rosie O’Donnell worried about their coveted lock on the President’s public appearances.

Mr. Obama does not need to speak to the nation through CNN, FOX, MSNBC or Larry King. Communication is communication at night or during daytime. And there is no denying he is a master. It is not like he showed up at the “Bunny Ranch.” Leaders need to adapt to tools at hand to elucidate their policies and personalities to the American Public. The President has been criticized lately for his demeanor during formal press conferences, so the Administration is getting creative, exploring alternative media sources and trying to gain back some of his likeability. I suggest the naysayers do the same – adapt.

Not Minding Your Own Business

noreply@blogger.com (Theresa Zagnoli) — Wed, 21 Jul 2010 14:12:00 +0000

By Bill Grimes

‘You only have one chance to make a good first impression.’

What a curse! That’s a lot of pressure to put on yourself. What’s your reaction to someone obsessed with making a good first impression? They appear overeager, unnatural, even suspicious. However they come across – too chatty, too quiet, say “I” and “me” too often – is not likely to be the real person anyway.

If you’re overly concerned about making a good first impression, you’re putting the focus on yourself; kind of selfish when you think about it. You don’t want people to walk away from a first encounter with you thinking, “He’s really stuck on himself.”

The advice usually inserted here about how to make a good first impression is, RELAX. Easier said than done that first time you meet a key member of your client’s team, or your future brother-in-law, but it can be done. It takes a little bit of work, perspective and, like most uncommon events, and meeting a total stranger for the first time is uncommon, a little bit of practice.

You can relax somewhat by giving yourself a couple simple tasks. When you’re introduced, shake the person’s hand looking him or her in the eyes long enough to see what color they are. Say their name, ‘Nice to meet you, Barbara,’ or something similar. Besides giving yourself a couple tasks, saying their name helps you remember it and conveys your interest in them. This won’t relieve all the pressure, but a lot of it.

Keep a proper perspective. It’s not about you. It’s about them. Do some homework ahead of time. With Google, Facebook, LinkedIn and company and organization websites you can learn something about the person or people you are going to meet. Find out what they are interested in. Maybe your brother went to the same school or you’re from the same hometown. Don’t force this kind of chit-chat; you don’t want to come off like you were spying. Wait, for the situation will present itself naturally. Show interest. Ask a couple questions, but mainly LISTEN.

And keep this in mind, most worthwhile encounters reoccur. That first time will not be your only chance to make a good impression.

Communication Challenges For the Frequent Traveler

noreply@blogger.com (Theresa Zagnoli) — Mon, 12 Jul 2010 18:49:00 +0000

Communication eases the pain of long security lines. Forget for a moment about little girls who have to put their live turtle in the garbage due to overzealous security personnel. And ignore the woman who was allowed to zip through, no questions asked with an aluminum pan full of BBQ ribs. So maybe we cannot control the uncontrollable personnel working for the TSA, but we could homogenize basic communication.

Last week I flew through Ft. Lauderdale – granted, maybe not perceived as the hotbed of potential terrorist activity. At that airport, timecards are issued occasionally to passengers measuring the amount of time it takes to get from one point to another. Thus when you ask a question regarding the security line you receive an answer that has some meaning.

Or there is O’Hare, my hometown airport that I fly out of at least weekly. At O’Hare, security personnel give you advice on which lines are short and how they are moving.

But now, come on over to Baltimore. Apparently these folks went through hear, speak, and see no information training. A few tidbits from my recent exposure to BWI airport:

- How long will it take to get through? No way to tell.
- What is the holdup today? Big smile. It is like this everywhere in the country.
- Can I carry on solid food? Only if it is three ounces.

These illuminating responses came from the "Information Booth." Clearly in Baltimore, they didn’t know a turtle weighs less than 3 ounces, is not gel, liquid or powder.

Blog Oh!

noreply@blogger.com (Theresa Zagnoli) — Wed, 07 Jul 2010 16:39:00 +0000

By Alan Tuerkheimer

Politicians typically enjoy advantages that criminal defendants on the stand don’t, and that is an unchallenged, deferential and oftentimes obsequious free pass from those asking questions. Alas, it often involves a media afraid that probing questions will mean curtailed access. The press may have turned on Blago, but he has not seen anything even close to what he would see during cross-examination should he choose to take the stand. Most defendants in his shoes would shun taking the stand. But Blago being Blago, he feels he can connect with anyone. He believes the truth is on his side, and that he can convince jurors that he is merely the victim of an overzealous group of prosecutors hell-bent on destroying him. He plays the victim card, and tries to exude the sense that he is like you and me, that he has been fighting hard for the average citizen of Illinois. On some interviews, he completely lacks remorse or contriteness and comes across as defiant and someone who will fight until the end. Conversely, on talk shows, he airs his more humorous, light-hearted, self-deprecating side. He needs to be liked and loved, and feels that no matter what, no one, except for political adversaries, would stand in the way of his admirable pursuit of justice for all.

Politicians have always had a sense of invulnerability, and clearly surround themselves with plenty of “yes-men” who reaffirm their sense of entitlement. But this sense of imperviousness seems to be getting more and more magnified with each breaking scandal, and Blago epitomizes this every time he steps in front of a camera. Okay, so some politicians lie about extramarital affairs when there’s irrefutable proof it happened (some say either you’re pregnant or you’re not; well if you impregnated someone, you had relations with them), they embellish their military credentials when it is obvious they were at best erroneously inflated, and well, some just want people to believe they’re hiking on the Appalachian Trail – thank you Governor of Argentina. In the end it is hard for me to imagine anyone convincing Blago not to take the stand. Psychological studies show that those out of touch with reality typically persevere onward, even as it becomes increasingly clear that the roadblocks ahead, and obvious signs of insurmountable peril, accumulate. Clearly politicians do not have to undergo personality tests before taking office, nor do they face legal adversaries when stumping for votes. Good luck Blago.

'My Own Show' Idea Goes Online - Need Your Votes, Votes, Votes.

noreply@blogger.com (Theresa Zagnoli) — Tue, 29 Jun 2010 15:07:00 +0000

As you saw in my previous post, I went to Atlanta this weekend to audition for Oprah's Your Own Show contest. After seeing my perky and cheerful competition, I decided to join the other 9,000 hopefuls online by throwing my hat into the ring and uploading a video pitching my show idea. Click the link, watch the video (or don't) and send a few votes my way!

Here is my concept:

If you could get rid of one of life’s crippling habits, wouldn’t you? Poor communication is at the root of most of life’s failures: 80% of relationship failures, 95% of job discontent and 65% of emotional problems in children. Yet, we cannot NOT communicate. Every person at every minute of every day is communicating. Even when you are sleeping you are communicating! Research tells us that we are only 50% correct in knowing our own image. Said another way, you can’t be sure what you meant to communicate is really what is being picked up…HALF the time! Why leave life to chance?

My show would raise awareness of mediocre communication and help people improve what they say and how they say it to become more confident, more successful and more effective in all aspects of their lives. I’m funny; I’m brutally honest and armed with communication strategy. Watch the famous, the infamous and the ordinary folk solve their communication conundrums…for life.

I will blog more on my communication observations from this experience, but until then ... keep voting!

Color Me Jaded

noreply@blogger.com (Theresa Zagnoli) — Mon, 28 Jun 2010 14:12:00 +0000

There were a lot of very happy people in Atlanta Saturday at the Oprah “Your Own Show” auditions. Personally, I am not sure I want to turn on my TV and see someone that cheerful telling me how miserable my life is and how happy theirs is.

Each audition group had ten people vying for their own show in pitches of around 45 seconds each. In my group, I had a convicted felon who was just as pleased as he could be with the idea that he had a story to tell, a woman who was going to show us all how to be spiritual and a young man who by the sheer force of his personality would cheer all of us older energy less into a state of bliss. One woman was even going to teach us how to stay married by teaching the women how to cook and the men how to be handy and both to have good whoopee. As I said, color me jaded. More to come on my audition adventures later.