Once a quarter The Henderson Group holds a "By Invitation Only" Art of Presentation workshop in San Francisco, led by our VP of Services, Terry Gault.  The next one is scheduled for May 6-7, 2010.

A recent article that I read in Fortune magazine fits nicely with previous posts about transparency, our ethos as a company and the skills that we teach in our Complete Communicator, Consultative Sales, Consultative Communication, TeleSales Mastery, and Conflict Resolution workshops. 

 There are several excerpts that I wanted to highlight:

The world has changed, (Dov) Seidman argues, and winner-take-all strategies are obsolete. He contends that the rise of information technology has made good behavior more important because it has become increasingly hard to hide bad behavior. (Ask Wall Street.)

Ultimately, the only way to enjoy a good reputation is to earn it by living with integrity. "We can't control our stories," Seidman says. "We can control how we live our lives."

(NY Times Columnist Thomas) Friedman credits Seidman with inspiring some of the arguments in his 2008 bestseller, Hot, Flat and Crowded. "It's too bad Tiger Woods never read How," said Friedman, speaking from the sidelines of December's climate conference in Copenhagen. "Today people can see into your life farther, faster, and cheaper than ever before. Dov really helped me understand the behavioral implications of that: You are on Candid Camera, so be good."

(Seidman) makes an economic argument: Globalization has made it increasingly difficult for companies to differentiate themselves based on their products alone. Whatever your product or service might be, chances are that someone on the other side of the world can copy and sell it for less money. And if money is the only bond between you and your employees, they will quit the moment another firm offers them more cash.

All the more important, then, for companies to compete at the level of behavior: crucially, how they treat customers and employees. "It's about who has the most trust in their relationships, and where most people want to work," Seidman told me. "This will be the soft currency of the 21st century."

But can you really measure the impact of good behavior? One promising area of research is around trust.

In his book Seidman discusses Jeffrey H. Dyer and Wujin Chu's landmark 2003 study of buyer/supplier relationships among eight major automakers in the U.S., Japan, and South Korea. Dyer and Chu found a strong correlation between trust and procurement costs. The least trusted buyers in the study incurred procurement costs that were five times higher than the costs of the most trusted buyers.

Moreover, the least trusted companies in the study were also the least profitable. And companies that trusted each other were more likely to share valuable information like new product designs. "Trust between companies leads to more trust," Seidman says. "It sets off an upward spiral of cooperative, value-creating behaviors."

All these principles that Siedman preaches to companies apply equally to individual “brands” as well.

Do you model integrity and transparency?

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Article Source: Why doing good is good for business  

 photo credit: spettacolopura

Editor's Note:  This is a guest post by BrillianceInc

Check any that apply:

• “cya” by email is an evolved and widely practiced art.
• Managers are expected to know micro-details of every project on short notice.
• The word “accountable” is used often.
• The phrase “I messed up” and its cousin, “It’s my fault” are heard rarely.
• People initiate and respond to emails after 11:00 pm.
• Employees in different departments are considered competitors.

If more than 2 apply to your workplace, you probably work in a high fear zone. If you are the boss, we should talk…soon.

Don’t despair. The situation is reversible. Here’s a list of action you can take to lower fear and increase the IQ and overall effectiveness of your organization.

To-Do List for the Courageous Leader

How to create a blame-free work zone where problems are surfaced early and people do their best work.

• Evaluate your beliefs and behaviors about risk, blame, leadership, and emotions (see the Confidence and Ego Assessments in our e-book, Conversations for Brilliance).
• Apologize for acting like a jerk.
• Strike the word “accountable” from your vocabulary. It’s been ruined and only creates a witch-hunt mentality where people scramble to avoid blame.
• When you discover problems, quickly and publicly admit your contribution. Use active voice and speak in first person: e.g. “I messed up.”*
• Calibrate your expectations and illusions of perfection: accept that if you are to have any chance of creating outstanding products and services, then mistakes must happen, and despite such imperfections, you and your customers will most likely survive. Share this belief with others.
• Invite people to disagree with you. When they do, don’t debate. Instead, ask “What else?” or ‘How can you tell?” or “Say more about that.”
• Thank the messenger.
• Take a deep breath, and remind yourself of who you want to be and what you want to create.

Be kind, for everyone you meet is fighting a hard battle.
- Philo of Alexandria

“I don’t recall…Mistakes were made.”
- U.S. Attorney General Alberto Gonzalez in testimony to the Judiciary Committee investigating the firings of eight US Attorneys.

“The person who can describe reality without laying blame will emerge the leader.”
- Susan Scott, best-selling author of, Fierce Conversations and Fierce Leadership

*This advice pertains specifically to American, and potentially other, high individualistic cultures.

We saw some great Super Bowl commercials this year!  My personal favorite was the Google Parisian Love Story ad.  Google nailed it – telling a powerful and moving story with video screen captures entirely with the Google search platform and simple music and sound effects.

This endearing video was actually about Google's products and users, and how they interact, but it won hearts through elements of storytelling.

Elements of Effective Stories

• Reveal something personal about yourself, the presenter. What are you really like? What is the company really like?
• Use humility and vulnerability to build empathy. Don’t relate a personal success; instead, describe a personal difficulty so the audience will empathize with you.
• Choose an incident or emotional experience – a common reference point – with which the audience can identify.
• Develop characters for your story and make them come to life. Let the audience see the emotions of the characters in your story.
• Use archetypes — universal symbols like a mother, teacher, fool, powerful leader – to reel in your audience and help them relate to your story on a deeper level.
• Use details to hook the audience. Stimulate their imagination by using exact times, dates, what others looked like. Create relevant details and visual images.
• Conflict is at the heart of any good story. Describe a struggle. People understand struggles between opposing people or forces as well as in themselves.
• Create dialogue for your characters. Use specific quotations and different voices so the audience feels they are there, eavesdropping on the conversation.

Creating a Story

1. Opening: A story is anchored in time and space. For example: "Last night I was describing this workshop to my spouse and…"
2. Body: Build your story with significant personal events, vivid details and clearly drawn characters. Add depth and dramatic impact with conflict, archetypes, vulnerability and dialogue. Make sure to include a common reference point. Connect with your audience and build trust.
3. Conclusion: End strongly and segue to a relevant point. Build a transitional bridge from your story back to a pertinent topic in your presentation.

Personal stories will help you gain empathy and get the audience rooting for you.  Come up with 2 – 3 stories that you can develop and plug into different presentations. 

I GUARANTEE that you will find that storytelling will transform your professional and personal communications in powerful and pleasurable ways.

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January 31: that's a good question

A phrase usually indicating that the speaker has absolutely no idea how to answer said question. Often used to stall for time.

Photography teacher walking in on students who should be at pep rally: What are you doing here?

Sreya: That's a good question!

-Urban Word of the Day

When participants in our presentation skills workshops, respond to an audience question with, “That’s a good question”, I cringe inwardly.

Why?

For several reasons:

1. It’s a value judgment about the quality of the question.  If the questioner didn’t think it was a good question, they would not have asked it.
2. It can easily be interpreted as the email from Urban Word of the Day states, as in: “I have no idea how to respond to that.”  That can damage your credibility.
3. If you say it to one person but not a second, the second may think, “What – her question was great but mine sucks?!?!  What’s that about?”

Two preferred options:

• Say nothing – take a pause.  This behavior says, “Your question is worth thinking about before I respond.”
• If you want to reward the questioner for asking the very question you WANTED asked, is to say, “Thank you for the question.” or “I am so glad you asked.”

Finally, I’ll share a funny story that I received via email from Jeff Wheeler, a Sales Engineer at one of our clients, Serena Software after a training where we talked about this very concept.

“About a dozen of us (Serena SEs) went to dinner yesterday evening at a McCormick and Schmicks.

When the waiter went around our table, he stopped at the gentleman to my left and asked what he’d like for dinner. This person really wasn’t sure what to order, but he finally settled on the Haddock.

The waiter then stopped by my side and asked what I’d like for dinner and I replied the Scallops with Spinach, to which the waiter replied “Good choice”, and moved on…

At this point, the gentleman to my left said, with an air of resignation, “He didn’t say good choice to me.”  From this point on, he was convinced his haddock would be terrible.

Andy Akbari and I laughed for probably a minute!  Moral of the story: NEVER say good _______ , unless you’ll say it to everyone!”

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Editor's Note:  This a guest post by Robert Graham of GrahamComm

We’ve all heard the song that begins, “Tis a gift to be simple…”, but it didn’t really hit me what a gift it is until two weeks ago. 

I was leading a presentation workshop with a sales team, and they were each giving talks about new products for 2010. They were all fairly good presenters, as they present to clients on a regular basis. 

The talks were only five minutes long, yet half of them were so complicated, I left not knowing what the message of each talk was. And the reason I didn’t know is because they lacked Simplicity.

If you embrace no other concept but this one in 2010 in your quest to present like a pro, make it be Simplicity.

Here are suggestions on how to deliver a message that is clear and succinct in every pitch, meeting or presentation you give:

• Question: What is your Main Message? What one thing would you like your audience to remember from your remarks? Is it the security of your site's shopping cart? The importance of refinancing your home in the next 15 days? The need for your group to be prompt to meetings? If it’s not clear to you, it won’t be to your audience either.
• Open with it: In your opening remarks, state your point of view for the audience so that they know where you stand and what they can expect from your talk. It need not be the first thing out of your mouth, but it should be clearly stated in the first minute or two.
• Repeat it: Throughout your talk, return to your Main Message periodically. Repetition is a great device in speaking.
• Leave out the details: If your audience is interested, they can ask questions to drill deeper into your content. Often, however, they just want a high level view of your topic, and then they want to go to their next meeting. Seriously consider removing 25% of your content and focus on clarity and simplicity.
• Symbolize your message: Use a symbol or visual to convey your message. Steve Jobs pulled a MacBook Air out of an envelope to show how thin it is. The message of his keynote was: “MacBook Air – The World’s Thinnest Notebook.”
• Simplify your slides: Consider, for once, having one word, phrase, number or image on a slide. That's it.
• Close with it: The last thing people hear is what they remember most. Don’t clutter your closing remarks with new information or unnecessary fluff. Close with your Main Message.

In the spirit of simplicity, I’m going to end here. Keep it Simple.

I often tell clients, “If you are not having fun, you are not doing it right.”

This certainly applies to presentation, sales, marketing, and to training.   To be completely candid with our readers, we benefit from working in a field that typically engenders low expectations.  Thousands of clients over the years have shared variations on the following: "Most training in our company is really boring."

So, when training is engaging and FUN, they are delighted.  The full message they convey is typically something like, "Most training in our company is really boring but THIS was completely different.  I was engaged the entire time."  Their tone reveals that they think complete engagement in a corporate training is a miracle that ranks right up there with levitation or invisibility.

Here is a success story about a company that proves that "ethics training" and "fun" can be used in the same sentence.

How to Make Corporate Training Rock article & Resonate Pictures video

I love the idea of using video and overall, I think this is a good effort.  As a former actor and director, I feel compelled to comment on a couple small niggles:

While the script and production values of the video are strong, I think “Kevin” goes a bit over the top in this video.

The video is a bit too long.  It needs to be edited to be crisper.

More Aggrevia Episodes >>

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Editor's Note:  This is a guest post by BrillianceInc 

‘Tis the season of giving and receiving.  Although gift-givers may have thoughtful intentions, it’s rare that we receive a gift that speaks to our heart — that leaves us feeling truly seen, understood, and appreciated.

With this Holiday Edition, we offer a way to end the year ceremoniously, with heart and meaning.

You may want to grab a notebook or blank sheet of paper (electronic or old-fashioned)

Step One: Catalog Accomplishments

Brainstorm your accomplishments for 2009. When brainstorming, consider multiple aspects of your life, including health, fun & recreation, professional, personal, financial, physical environment, personal development, family, and relationships. Include anything that feels significant.

For those who need a jump-start, here are some possibilities:

• Shielded your team from nasty politics
• Brought home a paycheck so your family could maintain a certain quality of life
• Completed ___ performance reviews
• Managed the health and daily care of one or more children
• Cared for ill or grieving parents
• Wrote holiday cards
• Remembered special occasions (anniversary, birthdays)
• Fit in work-out time
• Organized your electronic files, closet, office…
• Fed the dog

Step Two: Identify the Most Important Accomplishments

Reflect on which of these accomplishments feels the most meaningful. If they tend to all fall into the “work” category, check to see how you are defining accomplishment. Is your sense of success  defined by what others think or what you feel? Note which item(s) on the list garnered no meaningful praise, yet felt deserving of appreciation.

Step Three: Let Go

It’s likely that you may never receive sufficient, specific appreciation from your partner, team, parent, child, or dog. Notice whether you feel any resentment or remorse about this. Then take a deep breath and let the resentment go. If you find it hard to drop any “should” stories (i.e., “he should be more appreciative”) it might help to recall that others may be waiting for just the right praise from you. Forgive them and forgive yourself.

Now, take action to craft praise that lights up your heart.

Step Four: Express Appreciation to You

First, close your eyes and imagine a second version of yourself stepping outside your body and turning to face you. This second self holds no resentment or judgment. Now have this second self express deep gratitude for your actions. Take in the words and sentiments, letting them fill you up. Take a couple deep breaths. Repeat for any other significant accomplishments.

Step Five: Offer Appreciation to Others

Consider what wonderful things others have done that you may have taken for granted. Offer appreciation in a way that you think would mean the most to them (a card, a gift, a statement of praise). Tell them how it made a difference for you.

Our Deepest Thanks

The cataloging and appreciation exercise was inspired by our dear colleague, Rita Hovakimian, in her annual Strategic Visioning Workshop. To find out more visit  http://www.inspiringsuccess.net/

We thank you for your support, inspiration, and trust in this first full year of Brilliance Inc. We are blessed to have this work and hope to continue to offer solutions for a very long time as we grow into our mission to raise the level of compassion, skill, and effectiveness in every human interaction.

Happy Holidays from Denise and Heather! 

Gratitude is not only the greatest of virtues, but the parent of all others.

- Cicero

There are two ways to live life: One as if nothing is a miracle, the other as if everything is.

- Einstein

 photo credit: mysza831

Once a quarter The Henderson Group holds a "By Invitation Only" Complete Communicator workshop in San Francisco, led by our VP of Services, Terry Gault.  The next one is scheduled for March 11-12, 2010.

If your holiday social calendar includes group gatherings, you may find yourself confronted with an opportunity to say something to the group.

For example, on Thanksgiving, we have a family tradition of saying aloud what we’re thankful for.  More on that shortly.

If you want to be effective in communicating your thoughts here are 5 simple guidelines:

1. Speak from the heart.  Nothing is more important in public speaking than authenticity.  What’s important for you to communicate to beloved friends and family members?  This quote generally attributed to Carl W. Buechner captured this nicely: “They may forget what you said, but they will never forget how you made them feel.”
2. Distill your message down to one simple sentence – the “take-away” for the audience.  Make sure that everything you say supports that one sentence.  If it doesn’t, don’t say it.  It does not belong in your talk. 
3. Have a clear structure to your talk with a compelling opening, a central idea or theme, and a satisfying clear conclusion.  Again, all of these points need to support your simple “take-away” sentence.
4. Keep it short and simple.  Follow the advice of Franklin D. Roosevelt who said, “Be sincere.  Be brief.  Be seated.”

5. Have fun!  If you are not having fun, you are not doing it right.

Earlier I promised to come back to my Thanksgiving talk.  This is essentially what I said:

While I was out on my run this morning, I was thinking about Thanksgiving and the things I am thankful for. 

I reflected on the guests that would be joining us at our table today.  (It was my wife’s family – her parents and her brother and his wife.)

There is a saying that blood is thicker than water.  Which I think means that blood family is the most important kind.  I have a different view.

I think some of the most important members of our family are the ones we choose to take into our family.  And everyone at this table is here because someone made a choice to take them into their family.

And, of course, we don’t get to pick our blood relatives.  Those are not choices we get to make.  So, I think that the family we choose matters just as much or more than the family we are born into.

Here’s to the family we choose!

DeFinis Communications' Blog Carnival themed "Public Speaking and the Holidays" >>

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photo credit: basykes