VoicePro®

Words: The Building Blocks of Communication Skills

Wed, 22 Feb 2012 20:39:00 GMT

by Leslie Dickson

For 37 years, Lake Superior State University has been publishing an annual list of “Words Banished from the Queen’s English for Misuse, Overuse and General Uselessness." A frightening number of this year’s entries come from the business realm, including: shared sacrifice, blowback, the new normal, and win the future.

Newly coined phrases can have real expressive power in the beginning. They can help us think about an idea in a different way, see it in a different light. Over time, though, their popularity is their downfall. They become clichés, so overused that all meaning is drained out of them. Is there some tired, worn out language used in your workplace – or by you? Maybe it’s time to find a “new normal” for your new normal.

Words define reality

Of course, thinking about language is more than eliminating the weak phrases. It’s about finding more powerful ones. Words have shades of meaning that can help attune the mind to an idea, shape an opinion or sharpen a point of view. Think about these pairings and how they communicate differently.

History vs. legacy

Parent vs. Daddy

Community vs. town

Change vs. update

Rules vs. standards

Streamlined vs. sleek

They feel different, don’t they? Each has its own connotation that conveys a different underlying thought. I’m not suggesting one is better than the other in any given situation, just that you should choose mindfully. Words convey emotion: anger, trust, fear, excitement, belief, doubt. Be aware, so that you don’t set a tone you don’t mean to. By the same token, it doesn’t benefit anyone if you whitewash a problem with words that hide it.

The words behind the words

Remember the adage, “If you keep doing what you’ve been doing, you’ll keep getting what you’ve been getting.” Let me rephrase it. “If you keep saying what you’ve been saying, you’ll keep getting the behaviors you’ve been getting.”

That’s the reason to take your wordsmith work deeper – to its most valuable communications level. Use words to uncover – and convey – ideas deeper than the surface information. Here are some examples.

What are the words that form the underpinning for customer service? “Trust”? “Delight”? “Constancy”?

How can you communicate change? “New landscape” or “changed priorities”? “Possibilities” or “survival skills”? “Overhaul” or “new paradigm”?

Think of words that reshape the familiar. Are “customer commitment dates” more motivating than “due dates”? Is “personal responsibility” stronger than “job description”? Is a “goal” more or less achievable than a “must-do” or “competition killer”?

So what’s the good word today? Think before you speak, and it’ll say more than you imagined.

For more ideas on saying what you mean in every situation, follow us on Twitter or contact us for more information

Image provided by hplusk

3 Leadership Lessons From Elementary School Valentines

Tue, 14 Feb 2012 11:03:00 GMT

by Scott Danielson

Love it or hate it, the social obligations of Valentine’s Day are hard to ignore. Husbands and wives exchange gifts, casual daters wonder how much they should spend on one another, and children (and some adults) celebrate a new stash of candy.

With all the romantic implications and pressure of the holiday, I often wish I was still in elementary school. Valentine’s Day was simpler then. And I didn’t worry about consuming half my body weight in candy.

As I reflect back on my youth, I realize that a grade school Valentine’s Day offers more than nostalgia. It offers lessons in leadership.

#1 Include Everyone

It’s generally expected that schoolchildren will buy Valentine’s for all of their classmates. Although I barely spoke with some of my fellow students, I knew I would be writing their names on Valentines. It’s important in the early years that no one is excluded.

Much like schoolchildren have best friends, bosses have employees they naturally relate to more than others. It’s hard to avoid giving preferential treatment, but you will be deeply resented if you show favoritism to certain employees.

To avoid jealousy, make sure to interact with every worker on a regular basis. Likewise, get input from as many employees as possible during meetings and take every idea into account. You don’t need to agree with every individual, but taking the effort to hear them out will enable them to feel included and improve your long-term relationships.

#2 There Are No Universal Solutions

Being a typical boy, I didn’t like valentines with Barbie on them. I was far more interested in superheroes and sports stars and I purchased valentines accordingly. Not surprisingly, the other kids felt the same way, so I got mostly sports valentines from the boys and Barbie valentines from the girls.

There was one exception. One girl (or her parents) knew third grade boys would cringe at the sight of Barbie and gave the boys valentines featuring Spiderman. Needless to say, she was our favorite classmate that day.

We all think differently. In VoicePro®’s Leading Relationships™ workshop, we use the DISC assessment to determine the participants’ personal communication styles. Managers quickly discover why their managerial style doesn’t work with every single employee. Knowing how to adapt one’s style to the needs and personal styles of others is an incredibly valuable skill and results in increased productivity for all.

#3 Use Treats

If you get trick-or-treaters at Halloween you don’t want to be the one house without candy. The same rules apply for third grade valentines. Everyone wants candy. As an eight-year-old, my favorite valentines had a small pack of Skittles or M&M’s attached.

Many leaders forget how important positive feedback and rewards are to employees. Salary increases are important but, as Inc. Magazine columnist Jeff Haden states: “Getting a raise is like buying a bigger house; soon, more becomes the new normal.”

Use rewards to set you and your company apart. Everything from simple compliments to the handout of annual awards shows you value your workers and their contributions. A variety of treats will give you an increasingly motivated and happier workforce.

Though some may boycott the “greeting card holiday”, it’s hard to imagine anyone turning down an unexpected display of affection. Surprise your office with a Valentine’s Day’s gift. Use these lessons from elementary school to show your employees you care.

For more leadership tips follow us on Twitter!

Imaged Provided by atmtx

Pack Your Bags With Global Communication Skills

Fri, 10 Feb 2012 16:15:00 GMT

by Leslie Dickson

Chances are, your organization is operating in a global community with colleagues, clients, suppliers and partners in other countries. Do you worry that your relationship may be getting lost in translation? The topic comes up with VoicePro® clients, many of whom are multinationals. And, it’s top of mind right now because I’m flying to Australia to work with U.S. client offices there.

My advice? Yes, there are cultural practices you want to understand. That’s more than we can handle here, but rest assured that just a little research will go a long way. What we can talk about here, though, is the simple tools that work in the common language of connection. Whether you’re making a presentation to a group or working with a small team, these elements can make a difference.

Body language is universal language.

You convey an easy confidence when you keep an open, relaxed stance. Some studies suggest the most relaxed person in the room is perceived to become the leader. When you take a hunched-over stance or shrink into the chair at the conference table, you give up authority and strength.

Eye contact is always understood.

Eye contact communicates that you’re truly listening to other speakers and signals authentic belief in your own words. More important, it gives you a way to see if the listeners understand your message. In this case, it may signal a language barrier, but in any communication there’s a possibility of misunderstanding.

Skip the local clichés.

I don’t think starting my Australia workshops with “G’day, mates” makes me an instant Aussie. It reminds me of a southern colleague who’s a bit annoyed when colleagues from the north start tossing “y’all” into every sentence. When visitors latch on to clichés, it conveys the message that they see the audience as sterotypes instead of flesh-and-blood individuals.

Learn to pronounce foreign colleagues’ names.

Ever hear your own name pronounced incorrectly? It’s an awkward start to a relationship at best, insulting at worst. Try to get a list of new contacts before your meetings so you can get pronunciation help (and practice, if necessary) before the first work conversation.

Ask checking questions.

This is a crucial part of communication with anyone, familiar or foreign, but particularly helpful in new working groups. Remember to ask often during the interaction, “Do you have any questions about that?” It opens the door for clarification. You may also consider asking someone in the group to recap next steps or key points. It’s another way of being sure you’re being clear.

Listen as well as you speak.

This is another bit of advice that knows no boundaries. Still, any time language, accents or simply local practice may cause confusion, make sure you’re as focused on what others are saying as on your own presentation.

Still have concerns?

Before you leave, set up a one-on-one conversation with a few of the key colleagues you’ll be meeting and ask for advice. It’s to everyone’s benefit to help you make the most of time together.

The world is getting smaller, your communications need to reach farther. Put the accent on clarity, authenticity and relaxed focus, and you’re speaking the world’s language.

For more ideas on being a powerful communicator, follow us on Twitter or contact us for more information

Image provided by Mamboman1

Public Speaking For Normal People: A Reaction

Wed, 08 Feb 2012 13:51:00 GMT

by Scott Danielson

The other day, while I was scanning the internet for communication tips, I stumbled across an intriguing article by Jason Freedman entitled,“Public Speaking For Normal People.”

Because I had recently written an article aimed at performers, I eagerly read Friedman’s article, looking for new and interesting tips. My reactions were mixed. Some of the advice mirrored the teachings from VoicePro®’s Speak! Present! Influence!® workshop. On the other hand, others felt like a public speaking survival guide rather than ways to connect with the audience.

Of course, we compliment Jason Freedman and anyone else assisting inexperienced speakers, and we’re reluctant to discount potentially helpful advice. So, instead of highlighting what we disagree with, here’s a tip-by-tip response to the article.

Tip #1: Dribble Twice, Spin Once

I loved this tip: Develop a relaxing physical routine before you speak. At VoicePro®, relaxation before and during any pressure situation is a core value, and we offer numerous activities and exercises to help rid the body of nervous energy. In addition, warm-up routines prevent your brain from going into overdrive and over thinking your presentation.

However, I will caution readers against striking a “confidence pose.” Forced poses are constrictive and block the release of energy. Instead, stand tall, breathe deeply, and shake out tension in the same way athletes do before competing.

Tip #2: Death To PowerPoint

The language is extreme but the point is well taken. Many speakers use PowerPoint as a crutch, with their eyes glued to the screen instead of speaking directly to the audience. If you’re accustomed to using PowerPoint, ask yourself the following questions: Does my presentation truly need PowerPoint? And if so, how can I clean them up so everything is more clear? Then analyze your slides, making sure they can be read with a quick glance and easy to read from a distance.

Taking these precautions ensures your slides won’t become a distraction.

Tip #3: Speak To Two People

In the author’s example, he details his experience speaking in front of 150 people. As he spoke he found that focusing on two specific individuals kept him relaxed. This may have been helpful to the speaker but it fails to take the audience into account. The audience Freedman spoke to likely wondered what was so special about those two people.

At VoicePro®, we emphasize the importance of connecting with your entire audience. So, move your eyes around, connecting with people throughout the audience, really seeing them and watching for their reactions. This may be outside your comfort zone, but the effect is powerful.

Tip #4: Embrace Your Ums

In the article, Freedman states filler words like “um” are subconscious and getting rid of them is nearly impossible. He also argues that unless you’re a politician, no one will care (I’m paraphrasing of course). I had two problems with this tip. First, filler words aren’t noticeable to a speaker but they’re maddening to an audience (especially after five minutes). Second, it’s very possible to get rid of filler words. Once I identified my filler words and made a concentrated effort to eliminate them, my speaking improved dramatically. It is an achievable goal.

Tip #5: Don’t Memorize

No arguments here. Memorized speeches feel disingenuous and staged. And if you lose your place, it can be impossible to get back on track. We recommend creating an outline for your main ideas. Your expertise will fill in the blanks.

Tip #6: Practice With Live Ammunition

We’ll never argue against practicing your presentation, especially in front of a crowd. However, Freedman’s idea of “live ammunition” includes being put on the spot and performing your speech at social gatherings, without preparation.

That’s panic inducing.

As an alternative, practice in front of selected co-workers or family members. You’re simulating a real situation, and the positive environment will give you confidence.

Public speaking can be a daunting task for the “normal” person, and Freedman’s post offers numerous tips to make a speaker feel comfortable. Still, we should never lose sight of a speaker’s true focus—the audience.

What tips do you find most effective? Post your comments here or message us on Twitter!

Image provided by TOM81115

5 Public Speaking Lessons From Comedians

Fri, 03 Feb 2012 16:01:00 GMT

by Scott Danielson

Imagine your last business presentation.

Ideally you were well prepared and your audience was eager to hear your ideas. Now, picture a slightly inebriated, potentially hostile audience with no qualms about voicing their displeasure, and you have one goal: Make them laugh. Such is the terrifying realm of the stand-up comic.

In his memoir, Born Standing Up, Steve Martin humorously notes why comedians declare that they “killed” after a successful show: “Because the audience is fully capable of killing you.”

Although I hope you never have to fend off insults from an angry drunk, I believe successful comics offer numerous lessons about how to engage with any kind of audience.

#1 Be Unique

There are two unspoken rules in comedy: Don’t steal, and don’t be a hack. A thief lacks originality and reeks of dishonesty. Anyone trying to perform like Robin Williams is a Robin Williams knock-off, and comedians such as Carlos Mencia are ostracized for using other comedians’ jokes.

The hack talks in worn-out clichés about how terrible airline food is and the differences between men and women. They’re slightly amusing but entirely forgettable.

Mainstream comics develop their own signature voices. Steve Martin was a physical buffoon. Jim Gaffigan rose to fame with routines about food and Hot Pockets, along with high pitched asides.

If you want to be memorable, find your own speaking style. If you’re not a high energy personality any attempts to be excessively lively will be blatantly disingenuous. Find your comfort zone instead. A delivery that builds on your natural tendencies will make your presentation come alive.

#2 Get Personal

Most modern comedians don’t tell jokes. They share personal thoughts and experiences. Richard Pryor famously poked fun at his highly publicized personal struggles including addiction, setting himself on fire, run-ins with the law, and having a heart attack.

Sharing personal experiences is a wonderful opportunity to connect with your audience and put your humanity on display. Also, never underestimate the value of self-deprecating stories like Pryor’s. Sharing your flaws states “I don’t take myself too seriously,” and invites your viewers to laugh with you.

#3 Learn From The Best

George Carlin’s recent passing brought about an outpouring of sympathy and appreciation for the comedian’s work, most notably, his influence on other performers.

In an honorary piece for Entertainment Weekly, Chris Rock cited Carlin as his greatest influence for showing him comics didn’t need to do characters, they could just be clever. Likewise, a newly successful Louis C.K. said that George Carlin changed his career with the concept of abandoning routines after a year, thus forcing him to scrap tired material and dig deeper.

Any successful business presenter offers lessons for inexperienced speakers. Learn from them. You may learn about connecting with your audience, how to organize material, or how to gracefully handle technical difficulties. Regardless, your presentation skills will improve by internalizing their lessons.

#4 Know Your Audience

About a year ago, I went to see Patton Oswalt at the Cleveland House of Blues. It was a dark time for Clevelanders, because LeBron James’ infamous “decision” to play for Miami was televised the night before. As Patton took the stage he began apologetically: “I’m so sorry, guys. I just got a call to perform at the House of Blues in Miami with two of my friends.” Oswalt then detailed the ideal revenge against LeBron James. The audience laughed and groaned and loved every minute of it.

When you know what your audience wants, or what frustrates them, you can create a presentation to their liking. The end result is a personalized experience for the viewer. Word of Caution: If you ever use a local reference, avoid stereotypes or old news (referencing LeBron James now is way out of touch).

#5 Practice is Essential

The documentary Comedian follows comedy icon Jerry Seinfeld as he struggles to re-enter the world of stand-up comedy. During a drop-in performance at a local club, Jerry suffers a comic’s worst nightmare: He completely forgets his next joke and freezes onstage.

Even seasoned comics struggle with new material. Hour-long TV specials are a culmination of months of preparation, practice, and often failure.

It’s dangerous to believe everything will come to you in the moment.

Work through your growing pains before you present. Practice frequently, and if possible get a friend or family member to act as your audience. You’ll never regret practicing more, but you may regret practicing less.

Stand-up comedians aim to inspire laughs, but their goals mirror any business presenter. They’re trying to connect with the audience. Embrace your inner comic and “kill” your next presentation.

Let us know how we can help you improve your communication skills today!.

Image Provided by TheeErin

3 Political Tactics That Cripple Communication

Tue, 31 Jan 2012 17:27:00 GMT

by Scott Danielson

Tired of politics as usual? Recent surveys say the average American is fed up. Congressional approval is at embarrassing lows, as both parties fail to co-operate and successfully combat the nation’s woes. Likewise, the GOP presidential candidates seem incapable of agreeing on anything. But not us. We’re above such petty disagreements, right?

Sadly, our office politics are rife with similar problems. Regardless of intention, all of us are guilty of using political tactics at the expense of true communication.

#1 Personal Attacks

The Republican primaries have become increasingly hostile. Instead of addressing policy differences or political records, candidates seem content with attacking each other’s character. But personal attacks hinder meaningful dialogue.

Don’t let your next office meeting resemble a televised debate.

Questioning someone’s integrity puts the recipient on the defensive, makes the critic appear petty or weak, and interferes with reasoned arguments. Dismissing a co-worker’s ideas as insignificant, or worse yet, stupid, is flimsy and childish. Instead, highlight points where you can agree. Then, state your point of view, including what you see as potential pitfalls. You’ll avoid defensiveness and hostility, and lay the groundwork for collaboration.

#2 Broad Ideas

Political candidates love big, broad ideas. Barack Obama’s 2008 campaign successfully adopted change as a rallying cry, while Republicans proudly defend “small government.” As handy as these terms are, they have a major weakness: everyone defines them differently. No one could have measured up to the promises hinted at by “change.” And the meanings of small government are all over the map.

A lack of specificity can cause havoc in performance reviews. For the boss, “working harder” may mean paying more attention to detail, while the employee thinks she needs to put in more hours. To make the pictures match, develop a plan for improvement that includes measurable data. With clear goals in mind, the worker in question can progress as desired.

#3 Ignoring Mistakes & Faults

No candidate is bulletproof. Life in the public eye guarantees that someone’s worst secrets will be discovered and discussed ad nauseam on every media outlet. However, when confronted with a smoking gun, a candidate will righteously deny any wrongdoing.

Ironically, the refusal to admit wrongdoing is usually viewed less favorably than the actual slipup.

Discounting or denying your mistakes makes you appear arrogant and dishonest. Acknowledging and accepting culpability, on the other hand, conveys a sense of honor and humanity. Next time you make an error, own it. Then correct it. Your co-workers will value your candor and courage.

Unfortunately, it will be difficult, if not impossible, to change the American political culture. Courteous public debates are great in theory, but candidates who try receive sharp criticism for being “too soft.” Thankfully our office politics are easier to adjust. Avoid politics as usual and dedicate yourself to positive communication.

Let us know how we can help you improve your communication skills today!.

Image provided by Public Citizen

The Fire of Anger: Communication Skills to Douse the Flames

Wed, 25 Jan 2012 13:46:00 GMT

by Leslie Dickson

At VoicePro® we hear a lot of stories about relationships gone awry – an occupational hazard, I guess. But this one may top them all. One person’s short temper (and a big ego) went a long way toward destroying a company’s reputation. You can read the full, messy story online, but here are the basics.

A customer emailed the maker of videogame equipment to ask about the company’s delivery schedule, noting the date listed on the website had come and gone. The customer service rep (and we use the term loosely) sent a clipped and incomplete answer, so the customer sent a few follow-up questions. Another short, incomplete reply – this time with a dismissive undertone – sparked a more pointed email from the customer.

That’s when the customer service rep set a torch to the relationship – and the company reputation. He used phrases like: “you look like a complete moron” and “sometimes we get children like you we just have to put you in the corner with your ‘I’m stupid hat’ on.” Yes, really.

What the company rep didn’t know was that the customer was a well-known gaming blogger, and the whole fiasco went very, very public. The customer service rep was summarily fired, and a new one did a masterful job to win back customer good will. More about that in a moment, but first let’s talk about preventing the anger blaze in the first place.

I hope this level of anger management isn’t an issue for you – or anyone in your company. But who doesn’t find themselves on the verge of an ugly moment from time to time? Here are a few ideas on how to handle yourself.

Breathe through the fight-or-flight response.

Human beings are wired to respond – but don’t. Stop, breathe, and center yourself. The first 30 seconds can make or break the situation. Still fuming? It’s perfectly acceptable to say, “I’m too agitated to talk about this right now. Let me calm down and we’ll talk in 10 minutes.” And make sure you do.

Examine your emotions.

Are you angry because you feel attacked, disappointed, betrayed? Frustrated because the problem isn’t your fault? Guilty because you know you had a role in creating the problem? Knowing what’s causing your anger is the first step in keeping it under control.

Focus on the issue at hand.

Anger clouds your thinking capability. Put emotion aside and work through the problem. That requires really listening to the person who’s provoked you (rightly or wrongly) to be sure you truly hear and understand.

Turning anger to solutions.

In the crazy case of the videogame company, we also find a textbook example of how to diffuse a bad situation. Their steps can help you, too.

Start with “I’m sorry.”

Those two words are crucial to managing a heated situation. If you or your company is at fault, it signals that you’re ready to move forward. If you’re not in the wrong, simply saying “I’m sorry you’re upset” can reset the tone. And, if you lost your temper – even if you were in the right – an apology is in order.

Make sure your body language reflects your words.

Look people in the eye. And watch out for aggressive stances – hands on hips or finger-pointing. For written responses, get a second opinion on how your attitude is coming through.

Take responsibility.

Passing the buck doesn’t solve the problem, it just puts another wall between you and the solution. By the same token, don’t throw others under the bus. As a colleague of mine used to say, “Solve the problem now, assign blame later (or never).”

Answer questions directly and honestly.

In the news story, the spokesperson went public and shared answers about what went wrong with product delivery, as well as fielding questions about what happened to the old staffer, how he got his job, why the company didn’t realize he was a problem, and on and on. He kept at it until all the voices were silenced.

Remember, anger burns everyone it touches. Next time you feel a situation heating up, throw water on the fire, not gasoline.

For more ideas on being a powerful communicator, follow us on Twitter or contact us for more information

Image provided by The National Guard

4 Communication Skills For Experienced Performers

Wed, 18 Jan 2012 14:16:00 GMT

By Scott Danielson

Shortly after I came on staff at VoicePro®, I participated in its Speak Present Influence! workshop. With years of performance under my belt and “stage presence” to spare, I was confident I would shock and awe everyone with my speaking prowess. Within five minutes, my ego was put in its place. My small supportive audience praised my enthusiasm but stated I failed to engage them personally. As the program continued, I realized I was fighting years of bad performance habits. Learning how to improve my speaking skills was a humbling experience and demonstrated that even experienced presenters have room to improve.

So, based upon my personal experience, I give you four ways for seasoned performers to become better communicators.

#1 Connect

Most experienced performers have no difficulty conveying excitement for their subject. Being in front of a crowd is exciting, let alone speaking about a subject they view passionately. Problems arise when they’re required to connect with their audience—to really see them and speak directly to them. It would be distracting for Romeo to make eye contact with the audience while proclaiming his love to Juliet. In Romeo’s case, the audience is a spectator rather than a participant. In your case, the audience is a participant. They want to be engaged and successful engagement includes looking your viewers in the eye. As public speaking coach Robert Graham describes, imagine having small conversations with each of your audience members. The end result is a personalized experience for them all.

#2 Motivate

One of the common cliches in theater is the question, “What’s my motivation?” Even though it’s often asked humorously, it’s a question you need to ask about your audience. What do I want them to do as a result of this presentation? Stage performers have the benefit of an audience looking for entertainment. Your viewers need to know why they should care. Why is there a new office policy? Why are we adding new products? Why should I purchase your services? When people understand how they will benefit, they’re much more likely to embrace your ideas.

#3 Embrace Stillness

Inexperienced speakers lock up when they get in front of groups. The reverse is true of experienced performers: they can’t stop moving. Waving arms may be great on a movie screen (Jim Carrey comes to mind), but they don’t convey confidence or power. For instance, I talk with my hands and had no idea how frequently I gesticulated out of impulse. While I thought I was being expressive, my audience was distracted and my grandest gestures lost their impact. By standing still and moving less, my gestures have greater impact on my viewers. Physical expression and vocal expression are very much alike. If you’re constantly yelling, no one will notice if you yell a little bit louder. But if you whisper and then suddenly raise your voice, people may jump out of their seats. In the same way, let your physical expression grow out of the power of stillness.

#4 Learn Ideas Not Lines

Speaking the correct line in familiar material is essential for a performer. Beginning to belt “Sweet Home Missouri” sticks out when “Sweet Home Alabama” is playing. Luckily, your business audience has no idea what your “script” is. So, by putting your improvisational skills to use you’ll be less likely to stumble over key phrases or specific wordings. If you do happen lose track of where you are, no one will suspect—unless your overt embarrassment lets them know. Focus on memorizing your main ideas, then relax and let your expertise speak for itself.

For more communication tips follow us on Twitter or contact us about your personal communication needs.

Image provided by Vancouverfilmschool

3 Word Types That Assassinate Good Communication

Wed, 11 Jan 2012 14:21:00 GMT

by Scott Danielson

Hollywood loves assassins. Each year the silver screen is filled with deadly human predators stalking their prey, striking without warning, and disappearing into the night: veritable boogeymen. Though they don’t inspire the sensationalism and fear of their movie counterparts, three word types can be as just as deadly—to communication, that is.

#1 But

Regardless of the speaker’s intentions, “but” is a word that destroys enthusiasm. Psychologists and businessmen found that when “but” is used in a sentence, everything coming before it goes unheard—or worse yet, disbelieved. Avoid this soul-killing conjunction at all costs. One way to get around using the deadly “but” is to substitute “at the same time.” This puts your comments on a parallel basis and softens the criticism. For example, “You’re a great worker. At the same time, your customer service skills could use some polishing.”

#2 Fillers

Fillers are the words we subconsciously throw into our conversation while we’re trying to figure out what to say. “Like” and “um” are old favorites, although sometimes it may be a short phrase. In the past, I have been known to overuse “it was funny” and “you know” and have worked to get rid of them. Although they’re inserted unintentionally, fillers attack a business speaker’s credibility.

As the movies have taught us, the best way to catch an assassin is to know his/her habits. In the case of fillers, you must first recognize them. In our Speak! Present! Influence!® workshop we listen for repeated words and phrases that show up way too often in our clients speaking. Recording yourself also helps. It’s surprising how, just by becoming aware, you’ll start to eliminate unwanted words.

Once you recognize your unique fillers, try inserting pauses instead. Many speakers fear silence; it feels awkward to them. Pauses, however, help audience and speaker alike. When you pause, you get time to collect their thoughts, gauge audience reactions, slow down racing thoughts and, yes, avoid fillers. Likewise, the audience has time to absorb the speaker’s words and respond on both an intellectual and an emotional level. The silence may seem endless, but it’s far more powerful than fillers.

#3 Jargon

In the 1999 mafia comedy Analyze This, there’s a great scene where Robert DeNiro confers with his advisers. Aware they are under surveillance, everyone involved keeps talking about the “thing” and the “other thing.” While DeNiro and his crew are well aware of what the “thing” and the “other thing” are, the F.B.I. agents, who are listening in, curse profusely as they watch their case go up in flames.

In a similar fashion, jargon buries the listener alive under an incomprehensible pile of information. At VoicePro®, we habitually use technical terms without thinking because a shared knowledge exists among all of us. Although technical terms connect you with your co-workers, they alienate any listener unfamiliar with your product or industry. Customer interactions deteriorate when jargon enters the picture. Aside from being frustrating and confusing, jargon also comes across as elitist, because it positions the speaker above the customer.

To ensure understanding and positive customer relationships, develop simple ways to describe your products and services. Here’s a good rule to follow: Create explanations an eight-year-old can understand. It may sound silly, but customers and audiences alike rarely complain about an explanation being too simple.

Regardless of intent, words can carry the power of a sniper’s bullet. Don’t be an unintentional assassin. Keep watch for these three word types and deploy the appropriate counter measures to protect your business relationships.

Image Provided by R'eyes'

For more communication advice follow us on Twitter or contact us for more information

5 Management Resolutions For 2012

Thu, 05 Jan 2012 15:19:00 GMT

by Scott Danielson

What are your New Year’s resolutions? Despite the constant change of modern society, popular New Year’s resolutions are fairly consistent from year to year. Get fit. Lose weight. Stop smoking. Spend more time with family. Reduce stress. These resolutions are popular enough to be listed on the government’s holiday website.

It’s remarkable that, notwithstanding the extensive amount of time we dedicate to our careers, only one common resolution directly regarding the workplace appears on the government’s list: Find a better job. In order to boost office morale, here are five New Year’s resolutions for managers.

#1 Be Positive

As the new year begins, managers look for ways to improve. We did this wrong. That didn’t work. Excessive negativity undermines employees’ accomplishments and destroys their confidence. Instead, look back at what they did well. Highlight their successes and emphasize your faith in their ability to continually improve.

#2 Encourage Open Communication

As we’ve discussed in previous articles, open communication is rarely rewarded. An individual who criticizes a program is often accused of “not being a team player.” And whistleblowers get clobbered. When we raise this topic in workshops, clients regularly voice their desire for “open, honest communication, without fear.” You can change your culture by initiating discussion, actively listening to suggestions, and encouraging critiques. This will ensure that you get the best ideas possible—and the most productivity—from your employees.

#3 Communicate In Person

According to a recent study, at least fifty percent of emails are misinterpreted. People will interpret your message through your vocal intonation and your body language much more than hearing your words. And since emails lack these nonverbal signals, their recipients will fill in the blanks with their own interpretations, often to your detriment. To avoid confusion, communicate in person whenever possible. The connection you make with the other person will give both of you a much clearer picture than emotionless text on a computer screen.

#4 Pay Attention

Here are two scenarios:

Manager No. 1 avoids eye contact. He stares at his computer screen while you’re presenting your ideas. Throughout a meeting, he texts while others are talking. When it’s time for him to speak, he casts his eyes down and fumbles with his notes. You feel like you’re communicating with a brick wall.

Manager No. 2 watches you when you’re speaking. She keeps her eyes on the group, checking for their reactions and picking up on their silent cues. She nods, maintains eye contact, and responds to individuals so they feel heard and understood.

Which manager would you prefer to have? Which manager would you prefer to be? When you pay attention—and that includes eye contact—you’re letting your employees know you are truly listening and they are worth your time.

#5 Embrace Your Humanity

It’s hard to let your faults show. Many managers are afraid of looking weak and put on a mask of invincibility in their employees’ presence. Unfortunately, you won’t fool many people when you do this, except perhaps yourself. A key component of credibility is the willingness to appear vulnerable—to let your humanity show. So instead of living in dread of exposure, have the confidences to openly address your mistakes. Then correct them. Your employees will respect you far more if they can see you as a human being.

For information and tips regarding management, follow us on Twitter or ask us for more information.

Image provided by Duien

5 Reasons Communication Skills Training Won't Work For You

Tue, 20 Dec 2011 20:57:00 GMT

by Leslie Dickson

Does this headline surprise you? Why would VoicePro®, with decades of experience and hundreds of clients, set you up for failure?

Actually, this approach is my way of getting clients (and you!) to expect something different from presentation coaching, a deeper kind of change. So many clients in VoicePro presentation workshops arrive expecting drills on how to stand, build a PowerPoint, speak up, and look smart. It’s as if they hope to hide behind presentation skills. Actually, our philosophy is just the opposite.

Powerful communicators simply approach the whole process with a different mindset. And that’s what VoicePro’s “inside out” development is all about – flipping the mindset switch.

Are you ready for that? Let’s see. How many of these can’t-do reasons apply to you?

#1 You want to learn how to survive in the spotlight.

That’s the viewpoint that needs refocus first. Being in the spotlight is a hot, sweaty, uncomfortable place to be. Let’s start here instead: the spotlight is on the audience. You were asked to make a presentation because someone needs information and insights you have. Putting your energy into thinking about what your audience needs to know and how you can help them is the best antidote for presentation aversion.

#2 You want to defend your position.

Unfortunately, we see this outlook more in a difficult economy. Every presentation -- maybe every conversation – can start to feel like a potential firing offense. The stress can distract you from your goal which, as noted above, is to think about how to help your audience. Stay focused and you’ll be calmer – and demonstrate value to the organization at the same time.

#3 You want to learn the best presentation tricks.

Have you ever been so distracted by a speaker’s unnatural gesturing or stiff enunciation that you couldn’t concentrate on the message? There are no one-size-fits-all presentation techniques. The key to success is learning to think about a presentation as a conversation, recognize that there are strengths in your own natural style, and then learn to build on them.

#4 You want to eliminate emotion from the equation.

Bad idea. There’s power in passion when you back it up with facts and reasoning. It let’s an audience know you care about your topic and have done your homework. Tirades, shouting matches and tears don’t come under this category.

#5 You want to learn how to talk to a group.

Think again. So much of true communication is about listening and watching your audience. If they’re bored, argumentative, or confused – you need to see it and respond. Great communication starts by built on a give-and-take interchange.

So, how did you do? In some ways the VoicePro® approach demands something more of you – or at least something different. Yet, time and time again, I’ve seen clients shake their head in disbelief, laugh and say, “I get it now!” Are you ready for real, authentic change? Find out more about the VoicePro® Philosophy and explore how we utilize it in our Speak! Present! Influence!™ workshop.

Image provided by TomNatt

5 Reasons Stories Are Better For Public Speaking

Wed, 14 Dec 2011 19:15:00 GMT

By Scott Danielson

A common public speaking tip is to use humorous stories. Likewise, many of VoicePro®’s articles have stated that using funny personal stories far outweighs using jokes. Of course the question remains: Why not jokes!? To give insight into the benefit of storytelling, we offer you five reasons that stories are better than jokes when you give your next business presentation.

#1 They're Unfamiliar

If you’ve ever had the unfortunate experience of telling someone a joke they’ve already heard, the result is often unfavorable. Sometimes they laugh. Sometimes they force a laugh of out pity. Or finally, as when I tell jokes to my sister, they stop you mid joke and correct you on the delivery. Of course, not every audience member will know your jokes. However, those that do will question your authenticity. Will they know a funny story from your childhood? Unless they were there, your story will be something new.

#2 They're Easy To Memorize

As a speaker, you should be properly prepared for your presentation. You should know your audience, check on any technical equipment beforehand, and know your material. If you’re giving a presentation about your specialty, this won't be a problem. Adding something you don’t know as well, like a joke, for the presentation adds an element of memorization you don't need. As comic Dan Licoppe explains, your own stories don’t require any memorization: you know them. Eliminate an unnecessary risk, and use your own stories.

#3 They Avoid A Punch Line Pause

Traditionally, jokes have a specific format. The setup or premise comes first, and then the punch line which spins the setup to inspire laughter. But if the punch line doesn’t resonate with your audience, the punch line creates a public speaking nightmare: unplanned silence. This is awkward for everyone. Stories are preferable because you can avoid the expectation of laughter. If there's laughter, that's great. If they don't, you can continue unscathed. In fact, you may discover parts of your story that you didn’t intend to be funny are hilarious to your audience.

#4 They're Less Likely To Offend

Have you ever been told a joke you found offensive? Unless the joke was a personal attack, the joke-teller probably had no intention of offending anyone. This is a major downside of joke telling. Jokes about political candidates will offend their supporters. Jokes about lawyers will offend lawyers and even people espoused to lawyers. It's hard to tell a joke that doesn't offend someone. Personal stories, on the other hand, are based upon your own experiences rather than direct mockery of any group or person. Self-depricating stories are a great option since you'll only offend yourself.

#5 They're Real

As strange as it seems, audiences often forget that the speaker front of them is a human being. The affect is usually compounded if the speaker wields power over us. Jokes don’t show humanity because they lack realism. When’s the last time you walked into a bar with a priest and a rabbi for a drinks? Your experiences are real. Best of all, people can relate to them. When’s the last time all the traffic lights seemed to change to red when you were running late? Most people have experienced something similar. Personal stories give us a grounding in reality and let the audience connect because "that's happened to me too!"

For more public speaking information and tips follow us on Twitter or ask us for more information.

Image provided by Rosenfeld Media

Public Speaking Lessons From A (Missing) Pregnant Pause

Wed, 07 Dec 2011 15:44:00 GMT

By Carolyn Dickson

Recently, the eyes of the world turned to YouTube, where a solemn voice declaimed, “This is the BBC World News. I’m Jonathan Charles kept hidden for almost two decades . . . .”

My imagination quickly jumped to a picture of poor Jonathan, locked up in a wood shed, waiting patiently for 20 years, only to be let loose—just for this broadcast.

While the video gave a few chuckles to the over two million viewers who have clicked on it at the time of this writing, Jonathan’s blooper points up a problem common to all broadcasters—and to many businesspeople: The urge to speed up traps speakers in a morass of words, and once they get going they don’t notice what they’re saying. At that point all meaning is lost.

Good writing is filled with punctuation marks, thoughtfully placed to signal where to start reading and where to stop. Commas are a symbol of one kind of pause, while periods are another. The exclamation point is much more emphatic! Semicolons, colons, capital letters, question marks and dashes—all provide clues to the interpretation of the paragraph.

Speaking is no different. The starting and stopping must be there. There can be no doubt about when and where the punctuation belongs. But your audience can’t see the commas, periods, and long dashes. They must hear them in your voice. This is what got Jonathan Charles in trouble. Without letting us hear the period after his name, he practically forced us to visualize that wood shed where he was to remain trapped all those many years.

Too many speakers are afraid of silence. The thought of appearing to lose their place—or not knowing what to say next—fills them with dread. These speakers fill empty spaces with “ah’s” and “uh’s,” coughs nervous giggles, and other distracting fillers. Or they race nervously ahead, overwhelming their listeners with sounds, when often they should just…stop…talking.

Pauses stimulate attention by allowing the audience time to digest what you’ve said and anticipate what’s to come. They give you recovery time, a quiet moment to relax, breathe, and gather your thoughts. During pauses, you and your audience actually have time to look at each other, which gives you a good opportunity to connect with them on a personal level. It helps to think of pauses not as breaks in momentum, but as an integral part of the music of speech. They are bridges, not caverns. Your energy level doesn’t die; it moves forward to the conclusion of an idea. Long ago, I learned as a musician: “Sing through your rests.” Let the silence ring with eloquence. Daring to pause adds drama to your speaking because it is so rare.

Here’s an easy exercise that will help you calm your racing mind and add appropriate phrasing. Remember, in a written text, your eye absorbs the punctuation marks, even though you’re not conscious of them. The spoken word must be punctuated, too. So, choose a passage from a presentation you’ve given, or from an upcoming one. Then, as you talk, speak the punctuation—out loud.

For example (comma) tell your audience (comma) whoever they may be (comma) that you hope they’re listening to you (period) You want them to hear you (comma) believe in you (comma) and act on what you say (period—and longer pause to signify the end of a paragraph)

In our workshops, fast-talking clients can often leave the rest of the group breathless. After an exceptionally speedy delivery, we will ask them to tell us just exactly what they’ve said. We’re not surprised when they can’t. Like Jonathan Charles, they just wind up and let ‘er rip, without thinking about the meaning of their words or the impact they can have on an audience.

So, think about meaning. Add the pauses that will bring life to your presentation. If you don’t, you’ll be sorry. Why? Because your audience will almost certainly send you off to the woodshed.

Want more tips on public speaking? Follow us on Twitter or contact us for more information.

Video provided by Jeremy Hillman

5 Communication Skills That Tell The Story

Wed, 30 Nov 2011 18:56:00 GMT

Posted By Leslie Dickson

5 things Robert Krulwich can teach you about storytelling.

Wow. That’s all I can say. If you haven’t seen science reporter Robert Krulwich ’s commencement address at the Berkeley Journalism School, you’ll want to get to the Discover Magazine blog by Ed Yong to read it. I think it’s likely to show up in VoicePro’s Persuasive PowerPoint, one of our presentation skills workshops, as an example of bringing storytelling’s power into PowerPoint presentations.

You may recognize Mr. Krulwich’s name from Radiolab, the nationally syndicated science program he co-hosts from New York’s WNYC. Or from his reports on ABC News, or his NPR blog, or a number of other publications and programs.

The speech is a wonderful inspiration to Berkeley’s journalism students entering a career that’s been turned upside down in a digital age when people get news of world revolution by watching a Twitter feed. More than that, it’s a handbook on how to make your own luck in the world if you’re passionate. And more than that, it’s great storytelling – the kind of storytelling that’s made him a sought-after journalist, writer and speaker.

Mr. Krulwich’s Berkley address is a case study -- and a lesson plan -- in great storytelling. Here are just 5 of the insights he so beautifully illustrates.

Start with the audience. You need to know who you’re talking to, what their main concerns are, what their frame of reference is. Mr. Krulwich taps right into an issue that’s top of mind: how do I get a job in a field drenched in chaos. More than that, Krulwich worked to close the gap between a 50-ish icon and an audience of 20-something hopefuls. He told a story! He brought them into his geeky, naïve beginnings making a video in his living room, hoping to get it on an underground local cable TV show.
Have heroes and villains. In other words, be sure there’s drama. A story that just recounts an event like a fourth grade book report is lifeless. Who’s the hero? Who (or what) are the villains to be overcome. In Mr. Krulwich’s story, his mentor Charles Kuralt (another iconic storyteller) had to battle CBS News’ change of focus from strong content to glitzy showbiz.
Details paint a picture. I’ve never been in the newsroom of the CBS network, or forged credentials to a national presidential convention, or raced to the scene of a plane crash in New York. Yet Krulwich took me there with details about the sunset through an office window, double-laminating his false press pass, the wild motorcycle ride to the crash scene. What are the details that make your story real and memorable?
Humor has its place – when it has a point. Only the gravest situations call for unrelenting seriousness. An appropriate bit of humor can ease tension, set a stage, get the audience on your side, or instantly flip a switch to a new point of view. And remember, humor doesn’t mean “a joke.” It should illuminate your point. In Krulwich’s case, he uses humor to set the stage for a group of people worrying about the future:

“So how do you taste more of what you tasted [in college], which (if I can presume) includes the thrill of occasionally writing a good sentence, of asking exactly the right question at the right moment, of making two pieces of tape fit perfectly together, of getting to meet new people, go new places, see things unfold… these little satisfactions of journalism… how can you have more of that? That’s all you’re asking, right? That’s all you want. That, and a salary.”
Tell people what you want them to do. Here’s the best part about a well-told story. It creates the memorable treasure box that gives the message emotional staying power. It helps people want to remember, feel the need, and have the internal drive to put the message of the story into action. So, as they say in baseball, that’s the wind-up. Don’t forget the pitch. Remember to make clear what you want the result to be. It can be specific action, but stories can be even more powerful setting up a paradigm shift in attitude, point of view or approach to certain issues. That’s why stories are so valuable in change management. Krulwich exemplified that in his final words to the Berkeley grads. “Fall in love, with the work, with people you work with, with your dreams and their dreams.”

Next time you’re preparing for a presentation, ask the question: what’s the story?

Learn to tell great stories with our SpeakPresentInfluence seminar!

Facts vs. Assumptions: A Communication Skills Audio Clip

Tue, 15 Nov 2011 15:22:00 GMT

Posted by Greg Dickson

In this VoicePro^® audio clip, Luanne talks a little about the challenge of fact vs. assumption, and the possible ramification of their misidentification. Have a listen and let us know what you think.

Luanne Paynick is Director of Creative Design, and a professional development coach at VoicePro Inc.

Truth Lies and Good Communication Skills

Wed, 02 Nov 2011 16:57:00 GMT

Posted By Leslie Dickson

Raise your right hand and solemnly swear…

It seems like building a strong team would be easier if everyone had to take that pledge when they walked in the office door each morning. It seems like effectiveness would be higher. It seems like more work would get done more quickly.

Yes, it seems like a good idea. But apparently it’s not. According to Dana Theus, almost half of the 155 respondents to her unscientific survey said telling the truth to a boss wasn’t necessarily good for a career. Eight in 10 believe they’ve suffered career retaliation at least once for truth-telling to a superior.

Yes, I know. What one person may consider truth may be simply faulty opinion to another. And, truth that’s told out of cruelty instead of concern can do more harm than good. Still, as a leader, you need to foster open and honest exchanges upon which to make decisions. In fact, Theus notes a study by the Corporate Executive Board that found organizations with closed cultures had a more than 5% lower total shareholder return.

It’s easy to hear truth when it matches your own opinion but what if it doesn’t? If you’re angry and upset, you’re likely to miss something important – whether it’s a crucial fact you’ve overlooked, a tiny nugget of truth wrapped in misguided opinion, or simply the misguided mindset of a team member.

Here’s how to get the most from the situation:

First, stop and breathe. That will help you settle yourself, cap your anger and irritation, and truly listen.
Show respect for the other person. A dismissive response or losing your temper doesn’t serve either of you nor your organization.
Probe for the facts with an open mind. You’re not looking to refute the message, just gathering as much information as possible.
Acknowledge truth-tellers’ efforts and thank them. If you’re not ready to respond, for reasons of time or emotion, set another time to do so.

Of course, the conversation itself isn’t the only risk for the team member sharing a negative viewpoint. After the fact, be certain you honestly consider the message. Consider the strength of you own data, examine your position, seek out additional data. And, of course, be open to changing your mind.

What if, after careful review, you judge that the “truth” isn’t? You owe it to your organization and team member to talk things through, explain your reasoning and work for understanding and harmony. Try resolving the problems through Dialogue, not argument. This step-by-step process of collaboration can help resolve issues based on inquiry, listening, the respectful interchange of ideas, and designing ways to test competing viewpoints.

Hearing critical – even hurtful – information from colleagues may not be pleasant. But if it’s handled positively and professionally, it’s good for everyone…to tell the truth.

We can teach you all of this and more through our Leading Relationships seminar!

Image by Karrierebibel.de

The 5 Great Communication Skills of The Top 10%

Tue, 11 Oct 2011 13:59:00 GMT

Posted by Leslie Dickson

Did you see the recent news article about the top 10% of workplace performers? It’s from a survey done by Bloomberg Business Week. Let me get right to the punch line: a full 90% of those surveyed thought they were among the top 10% of performers in their company.

Funny. And not funny at all. So, it got me thinking. What makes a good professional great? At VoicePro, I’ve had the privilege of working with people from all types of organizations, large and small. Each one brings an array of skills to the job, but the best of them display what we call the Five Great Skills™ . They are crucial in a person’s ability to present his or her best self, work with and through other people, and achieve results even while navigating the enormous pressures of professional daily life.

The skill of relaxation. When you can keep cool physically, mentally and emotionally you convey the personal power of leadership.
The skill of communicating with energy. When people can see and hear your conviction and passion, you inspire confidence.
The skill of expression. A message is carried by more than words. Vocal inflection, body language and gestures either support your message or hinder it. It’s not mere “showmanship”, it’s essential to clarity and impact.
The skill of organization. No matter how good your ideas and facts are, if you put them together in the wrong way, your message won’t get through. How you outline and structure communication, from capturing attention to actionable results, has enormous bearing on your ability to persuade and influence.
The skill of focus. When extraneous thoughts cloud your thinking, your message goes off track. Focus helps you stay centered on your message, and, just as important, calm enough to watch and listen to your audience. That’s how you make an authentic connection – and progress.

How many of these skills have you mastered? Or, more directly – what are you doing to become the real top 10% of performers in your organization? If you want to take your career to the next level, The Five Great Skills™ are a powerful place to start.

Image by HikingArtist.com

Good communication skills makes customer service collaborative

Wed, 05 Oct 2011 14:33:00 GMT

Posted by Carolyn Dickson

Everyone embraces the idea of good customer service. Management wants a satisfied customer, and the customer most certainly wants to be satisfied. In order to achieve this, both sides must put effort into the relationship. Here are five steps a business can take to assure good customer service, along with five ways customers can assist in getting the service they want.

Advice to the business

Create an in-house environment for service. Good service begins with the attitude: “We’re proud of our company, we like what we do, and we want to share it with you.” This mindset cannot be restricted to front-line personnel. From the shop floor to the accounting office to the executive suite, everyone must share in the effort and be willing to live it day after day.

Put systems in place that support your commitment. Nothing breeds ill will faster than a stated policy that differs from policy as carried out. It's not fair to expect service reps to continually apologize for system errors or to promise action that is never forthcoming. A good customer care system doesn’t happen by itself. It can take months—even years—of painstaking development, but the payback is well worth the effort.

Train everyone. Every single employee should be trained in good communication skills. The abilities to deliver clear messages, listen intently, negotiate, and handle difficult situations are especially worthwhile. These skills have value far beyond customer interface; the way people treat each other internally will invariably spill over into outside contacts.

Empower everyone to help the customer. When it comes to customer service, there’s no room for it’s-not-my-job thinking. The yardman who stops what he’s doing to help a visitor carry heavy boxes into the building says more about a company’s commitment to service than a hundred mission statements hung on the wall.

Reward good service. This means more than just an “employee of the month” certificate. It means job upgrades, bonus programs, pay increases, and other substantial forms of recognition. If you honor good service with meaningful rewards, you will have a staff of fully committed, service-oriented people.

Advice to the customer

Make your expectations clear. Whether you’re hiring a consultant, purchasing a piece of equipment, or remodeling your bathroom, you’ll get a better proposal, better service, and probably a better price if you state clearly exactly what you want. If they’re forced to guess what’s in your mind, suppliers and salespeople may keep missing the mark, resulting in Impatience and irritability all around.

Ask questions. Take responsibility for knowing what you’re getting. Don’t agree to something you don’t understand, thinking you can work it out later. What is the exact price—with everything included? What’s the warranty and/or return policy? How long will it take? Who do I call if I have a question? If you make sure your mental picture of the transaction’s outcome matches that of the supplier, you’ll save headache and heartache down the line.

Prepare your complaint. If the unexpected does happen and you have a problem, arm yourself with receipts, written agreements, notes of your phone conversations, etc. The more detailed your documentation, the stronger your case will be.

Keep your cool. You’ll lose power if you let your anger show, so diffuse hostility with temperate words. Contrary to what you might be thinking in the heat of the moment, your goal is to achieve a satisfactory conclusion to the transaction—not to get revenge. So relax your muscles, take a deep breath, and move forward with a pleasant and calm demeanor.

Don’t make the person the problem. Operate on the premise that the people you talk to are doing the best they can. So, don’t blame. Use statements like, “You’re very helpful, but I’m not getting the information I need. Who else can I speak with?” And, “Our server did everything he could, but the dining room was understaffed and we had to wait far too long.” In this way, you focus on the problem and avoid blaming the person.

Benefits abound to both business and customer when good communication skills are exercised and the responsibility is shared. Customer service is clearly a two-way street.

Image by KiwiFlitter

5 Communication Skills Tips for Becoming a PowerPoint outlaw.

Wed, 14 Sep 2011 14:37:00 GMT

Posted by Leslie Dickson

Your PowerPoint presentation will be outlawed if a start-up political party in Switzerland has its say. Okay, maybe they’re not really all that serious, but we appreciate the point of view at VoicePro®. The group laments that millions of people worldwide “are obliged to be present at boring presentations” at a cost of billions of dollars in lost time. Who knows? They might get some votes in the U.S. come November.

On the other hand, isn’t outlawing PowerPoint a little like outlawing pencils because people write boring books? My suggestion? Instead of outlawing PowerPoint, let’s be PowerPoint outlaws. Let’s break the rules of the Presentation Police.

Want to join my gang? I’ve drawn up the PowerPoint Outlaw’s Code of Honor. So, raise your right hand and pledge…

1) Escape the slide.

Resist the lure of a template that wants to think for you. It automatically suggests bullet points, so you think in bullet points. It includes clip art, so it paints the picture instead of you. It offers up flying arrows so that becomes your default gesture of emphasis or impact.

2) Aim high.

Instead of letting PowerPoint lead your thinking, ask yourself some questions. What’s your most important message? What’s the most powerful way to communicate it? A photo? A video? A single point? A symbolic object from the organization’s trophy case? Make that your target.

3) Unload the bullets.

A PowerPoint presentation loaded with bullet points does not communicate more. In fact, including every detail has the opposite effect. Your main message gets lost in the sea of words. And, if you design your presentation as a leave-behind document, you’re almost certain to have too much detail. When you’re saying the same thing that people can read over your shoulder, it’s an invitation to tune you out.

4) Be a storytelling hero.

Concentrate on creating slides that inform, and stories that inspire. It’s with examples and illustrations that you hold attention, influence and persuade. A vivid word picture may be more powerful than charts, clip art and bullet points in conveying your organization’s vision, mission, values and goals.

5) Don’t talk until you see the whites of their eyes.

When you turn your back on listeners to read from your slides, you will lose them. Eye contact is crucial if you’re going to truly connect. That’s how colleagues see your fire, your concern, your confidence in your message. At the same time, you can gauge your audience’s interest and understanding and adapt your presentation if need be.

Got any other outlaw tactics you’d like to share? I’d like to hear them for a future column. In the meantime, saddle up and let’s get down to business.

9 Communication Skills Tips to Enter into Dialogue Instead of Debate

Thu, 08 Sep 2011 14:44:00 GMT

Posted by Luanne Paynick

In the United States, it’s often assumed that debate is the best way to settle disputes. In a debate, the objective is to win. Courtroom lawyers argue for opposing sides, and at the end of the trial one wins and one loses. In Congress, nonstop debates all too often end in stalemate. Political candidates search for ways to win by disagreement. Talk shows take debate to a new low—dissolving into bickering and character assassination in vain attempts to prove a point.

Even in business, you’ll see the debate method in action—with parties arguing for their own point of view, each person needing to be right . . . to look good . . . to win the day. They are silent, not to listen but only to wait until it’s time for them to state their case again.

But is debate really the best way to reach agreement and solve problems? More and more, the answer is a resounding NO! Today’s problems—at the corporate level, nationally, and in our own lives—are so vast and complex, that backing the other guy into a corner in order to win is a colossal waste of time. The win-lose method of solving problems leaves casualties on both sides, resulting in:

Misused resources,
Work that misses the mark,
Unintended consequences,
A cross-functional ripple effect that has a negative effect on everyone.

I believe it’s time to put aside our adversarial methods of resolving differences and consider a different method . . . Dialogue. Dialogue is the open and frank interchange of ideas in order to achieve mutual understanding or harmony. It’s an incredibly effective method whereby you explore alternative points of view with an open mind. You influence others, yet remain open to being influenced. In a debate, the other person is positioned as the enemy, but in Dialogue, he or she is a collaborative partner.

Here is a brief review of the steps required to enter into Dialogue, either with an individual or with a group.

Provide accurate and complete information, including feelings that bear upon the issue.
Use reasoned arguments to advocate your own position, not just opinions.
Invite others to critique your reasoning.
Inquire into others’ reasoning when it differs from your own.
Voice the other person’s point of view.
Confirm others’ personal competence when disagreeing with their ideas.
Regard all assertions as hypotheses to be tested.
Design ways to test competing viewpoints.
Be willing to change or adjust your position when others offer convincing data and rationale.

Note that throughout the Dialogue, you are showing respect for the other person, yet insisting that the ideas of all parties, including your own, are tested for validity. The goal is to find the best possible solution, not to be right or to disparage anyone else.

One criticism of Dialogue is that it takes too much time. It is true that providing accurate and complete information may take some homework and the testing of hypotheses will need follow-up. But if undertaken in the appropriate spirit, Dialogue can take less time than a formal debate. And the results are much, much better. All parties are happier with the solutions and there are fewer surprises down the line.

What does it take to become proficient in Dialogue? A number of skills are involved, including interpersonal communication skills, listening, and the ability to advocate effectively for one’s cause. Respect and courtesy toward all other parties is a must.

So take off your debating hat and set aside your need to win. Join the real problem solvers of the world in Dialogue. It’s effective, it’s resourceful, and it can elicit astonishing results.

For more information...

Image by Daryl L. Hunter - The Hole Picture

Storytelling is a communication skill that makes the message stick

Wed, 31 Aug 2011 14:08:00 GMT

Posted by Carolyn Dickson

You’ve been there. Slide after slide flashes across the screen. Fact follows fact; data piles on data, and charts appear and disappear with regularity. To make it worse, the speaker reads each line of text, just in case you weren’t capable of figuring it all out by yourself.

When you leave a presentation like this, you may have been given the information. But did you feel your time was well spent? Did it hold your interest? Were you inspired? Motivated? Probably not.

Of course, a structured framework is necessary for a successful presentation, and there are ways to put one together that lead to action. At the same time, facts and figures are not what truly inspire us. The power of persuasion lies in telling stories that illuminate the meaning behind your words. That’s why Aesop’s Fables help us remember life lessons and why humor often drives home a memorable point.

Facts and data provide information; stories supply meaning. A good presentation needs a balance of the two. Stories make sense of complex or abstract ideas, and they bring life to a presentation. The great persuaders in our history have been great story tellers. Abraham Lincoln is a perfect example. Journalist Henry Villard noted that Lincoln could find a story “to explain a meaning or enforce a point, the aptness of which was always perfect.” He always used his stories to illustrate a point or make something more clear.

Make It Personal

Throughout my VoicePro^® career, I’ve noticed that workshop participants listen politely when we discuss theory. They’re interested in why things are the way they are, and they’re always attentive. It’s when I launch into a story from my own experience or give an example that applies to their own lives that their eyes light up. Your audience wants to hear about real people in real situations doing real things, and they want to hear it from your perspective. Your unique position colors the information with a fresh point of view.

Add A Light Touch

Humor keeps the audience on its toes and is a welcome addition to almost any presentation. For business purposes, I recommend you stick with humorous stories rather than telling jokes. When we introduce the idea of humor in our classes, people groan. “I can’t tell jokes,” is a common refrain. A joke requires a punch line, a stong sense of timing, and if nobody laughs you have a big hole to dig yourself out of. On the other hand, a humorous story from your own experience doesn’t rely on audience guffaws. The story has made your point. A hearty laugh, nods of appreciation, or a murmur of enjoyment—all can spur you on without a moment’s hesitation.

Storytelling requires preparation.

Start your own humor file.
Be alert for the funny things that happen to you and people you know, and write them down.
Save articles from newspapers and magazines that make you laugh, and if one fits, adapt it for use in your presentations.
Develop the ability to take a lesson learned in one venue and give it general relevance. This is easy to do with stories from sports and athletics, as they have almost universal emotional appeal.

Don’t Just Talk

The neat thing about telling a story is that you can live it as well as reciting it. The mantra for a writer is: Show, don’t tell. This is incredibly good advice for the storyteller. Use your hands, your face, your voice, your entire body to create visual pictures for the audience. Practice telling a story without speaking; act it out as if you were entertaining a young child. Then incorporate those gestures that feel genuine to you into your real time delivery. The more authentically expressive you are, the more powerful your story—and its relevance—will be.

I can’t say enough about practice. Telling a story requires a sense of timing you can’t get without repetition and rehearsal. So work through the awkward stage, and keep at it until you’re comfortable.

The result? You will come alive and your audience will too. Your story telling—and the lessons they teach—will be motivating people for days, weeks, and even years to come.

8 Team Building Skills For Uprooting Negativity Kudzu

Wed, 17 Aug 2011 15:41:00 GMT

Posted by Leslie Dickson

Negativity and pessimism can creep into organizations like that kudzu vine you see gobbling up trees all over the southern US. First, there are just a few tendrils, but in a matter of months they’re choking out the sunlight. Tough economic times and the workplace changes they bring are “fertilizer” for the kudzu of negativity. And, like kudzu, it’s not easy to get rid of. But if your aim is lower staff turnover, higher productivity and reduced absenteeism, here are 8 VoicePro® communication skills tips to help bring your workplace back to the light.

Check your own habits first. Are you grumbling at the water cooler? Gossiping about office politics? Complaining about new directives? It’s time to lead by example.
Change the conversation. Some negativity is just a guilty pleasure that’s a bad habit – like smoking or gorging on Twinkies. See if you can rechannel the energy. When the group is complaining about someone, try mentioning a recent accomplishment of the person. People griping about a short deadline? Remind them of a customer’s praise for “coming through” in a tight situation.
Constructive criticism – or sniping? “Your report wasn’t very thorough” is sniping. Constructive criticism includes something positive and an actionable change: “Your report included some good information, but it needs additional detail on….” And remember to provide praise and positive reinforcement when it’s earned.
Listen hard to real complaints. That’s one of the most insidious things about negativity. Real problems get lost in the noise. Listening skills are key to good communications. Listen actively, reflect empathy, respond with understanding, and, if possible, take action to change
Attack problems, not people. Assigning blame wastes time that could go toward developing solutions. Gently, but decisively, turn meeting conversations toward positive action.
Create the Complaint Deadline. Sometimes people need to get frustration out of their system before they can move ahead. That’s fine, but setting a Complaint Deadline helps people move on. A colleague in advertising managed a team that often had to deal with making major revisions to work it loved, frequently on very short deadlines. He happily participated in 10 minutes of grumbling, but then changed the focus, “Funeral’s over. How are we going to fix this?”
Have a personal meeting with negative people. If one or two people are fueling your problem, talk it out. Be ready to share specific instances of behavior, not just your opinion (see #3 above). Explain your concern about the impact negativity is having on the organization. Ask some open-ended questions and listen hard (see #4 above). If there’s an organizational problem, address it. If it’s just negativity kudzu, talk about rethinking it.
Spend as much time celebrating success as you do mourning failure. Be public in your praise of a job well done. Send thank-you emails to contributors. Share positive feedback from customers and higher ups, and recount goals achieved and projects completed.

You’ll be amazed at the change you can see in a relatively short time. Then keep it up! Be vigilant in weeding out your kudzu – new shoots of negativity can sprout from the buried roots. Your tools? A positive outlook, a can-do attitude and an appreciation of success your tools.

Image by chapstickaddict

Leadership Means Listening To, As Well As Delivering Tough Messages

Wed, 10 Aug 2011 12:22:00 GMT

Posted by Carolyn Dickson

It’s easy to be a good listener when things are going well. You’re feeling great, you like and respect the speaker, and the news is good. In a situation like this, you’re able to pay attention and ask just the right questions. You’re even able to read between the lines and interpret what you hear in a positive, constructive way. Under these circumstances, leveraging your communication skills is a simple task. But how open, calm and attentive can you remain when the message is not good news?

When a person hears bad news, alarm bells go off. The instantaneous reaction is: DANGER! Your mind races, your heart pounds, your hands get clammy and your stomach churns. You go into survival mode. “What about me?” your inner voice clamors. ”How will this affect me? What can I do to keep myself secure?”

We’ve been witnessing this emotional fight or flight roller coaster since the beginning of the recession. Every time the stock market drops, another local company announces layoffs or, worse, closes its doors forever, our thoughts race to how we, individually, can keep ourselves safe when life is spiraling out of control. Every time we hear another piece of bad news, we must deal with our churning emotions and brace ourselves once again for sleepless nights.

When news is bad, there’s a danger of shutting down emotionally before the whole story can be absorbed. Clear thinking disappears, and it becomes impossible to reason oneself into a state of calm awareness. Certainly, when the message isn’t what you want to hear, mindful listening and good communication skills becomes more and more of a challenge. This is just as true at work as it is anywhere else.

A client relayed her experience of bad news that would have derailed her career had she not caught herself in time. It’s a good example of how we all need to listen carefully and respond with reasoned consideration when we’re hit with a very tough message.

Maria read the bad news in the morning paper. The company was closing her division. On her car radio, commentators were censuring the corporate decision in impassioned terms. By the time she got to work, she was in a state of panic. It didn’t help to walk into the office and find groups of anxious people buzzing with concern—each ugly rumor more frightening then the last. The entire office was in a state of meltdown.

At first, Maria felt herself losing control. Then she stopped and took a deep breath. Silently, inside herself, she acknowledged her fear, but made the wise decision not to let it stand in her way. Instead, she waited quietly in her office until the company meeting, where she heard her bosses describe the situation and lay out the facts. She listened with an open mind and, in so doing, learned things weren’t quite as disastrous as the reporters had made it sound. Over the next few weeks, she stayed open, studied her options, and looked for ways to salvage what she could. She was also careful not to get hooked into the gossiping and rumor mongering of her coworkers.

As a result of careful listening and judicious decision-making, Maria accepted a transfer to a smaller division, where she eventually became its chief operating officer. A highly successful executive today, she looks back on that experience as a key step in the advancement of her career. She’s grateful she didn’t shut down initially from anger and frustration. She’s grateful she took the time to listen.

So, when you get hit with bad news, follow this helpful advice:

Stop, settle yourself, and take a deep breath.
Get the facts. Identify rumors for what they are, set them aside, and learn the real story.
Accept that the fear, anger, and frustration you feel is a natural part of your emotional state. But, don’t let those emotions drive your behavior.
Stay open throughout.
Weigh your options. Think them through carefully before making a decision.

Listening with an open mind, whether the news is good or bad, is the beginning of wisdom. Surviving the current onslaught of tough messages will be easier if you listen, learn, and take control of your emotions.

Image by mcbfly

Master Communication Skills By Anticipating Stress

Thu, 04 Aug 2011 16:53:00 GMT

Posted by Carolyn Dickson

The other day I got all worked up over an ugly confrontation that might happen. Or it might not happen. My heart was pounding, my hands were clammy, and I couldn’t get my breath.

It was crazy. I was reacting as if I were already in the midst of a heated battle. Something was going on inside me that was in no way connected to reality. To put it bluntly, I was a wreck.

It turns out that I’m not alone in my reaction. In his book, “Why Zebras Don’t Get Ulcers,” Dr. Robert M. Sapolsky, Professor of biology and neurology at Stanford University, explains it very well. He writes: The stress-response can be mobilized not only in response to physical or psychological insults, but also in expectation of them. It is …most surprising—a physiological system activated not only by all sorts of physical disasters but by just thinking about them….

Sapolsky goes on to say that, because of our human propensity to worry ourselves sick, we are sometimes smart enough to see things coming and, based only on anticipation, can turn on a stress response as robust as if the event had actually occurred.

If you find yourself constantly stewing over things that may or may not happen, your level of anxiety may reach a point where your stress responses never turn off. That’s when worry can inhibit your health, your ability to think clearly, and your general well-being.

Here are some ways to manage anticipatory stress.

When you don’t know what to do, do something.

A realtor told this story. “A property was to have closed, but there wasn’t a clear title and the title company was being uncooperative. We needed the money to cover our operating costs for the next two months. Otherwise we were out of business. Finally, at three in the morning, I got up and made notes of things. Once my thoughts were on paper, I went back to bed and actually slept through until morning.”

Many clients come to us because they’re terrified about making an important speech. In almost every case, signing up for a VoicePro® workshop turned out to be a positive action that either made—or saved—a career.

Engage in physical activity.

When you’ve worked yourself into a dither, oxygen, proteins, fats and other nutrients are diverted from their normal uses to muscles primed to help you engage in your fight or flight response. So one of the best ways to lessen anticipatory stress is to use those muscles to run, walk, swim, cycle, or any other activity that will help you work off steam. In other words, exercise.

My daughter Leslie, president and CEO of VoicePro® has often remarked that she runs better when she’s upset. “I run faster, longer, and feel better when I’m done,” she says.

Give yourself a dose of self-talk.

A colleague was convinced her house would never sell. Here were some of her thoughts: I will own this house forever. I’ll die in it. If I do sell, I won’t get enough money. I’ll have to dip into my savings. I’ll go bankrupt. If someone does buy it, they’ll discover something wrong. They’ll hire a lawyer. They’ll sue me. I’ll be ruined.

What did she do? “I gave myself a “knock-it-off” talk. I knew even in the moments of projection that I was ‘awfulizing.’ But the mind is a powerful thing, isn’t it? I had to work hard to put the situation in perspective and bring logic back into the picture.”

There is no “right” way to assuage anticipatory stress. Planning may work in some circumstances, hiking in the woods in others. Telling yourself to “knock it off” does wonders. So does deep breathing.

Experiment with these and other techniques and learn which ones work for you. Keep them handy for those times when what may happen gets in the way of what’s happening now.

For more information . . .

Executive Presence: Is It Too Late To Be A Born Leader?

Wed, 27 Jul 2011 12:02:00 GMT

Posted by Leslie Dickson

I read an interesting article yesterday by a fellow author, Sally Williamson in Training Magazine. In researching her book The Hidden Factor: Executive Presence, she surveyed some 400 C-level executives. Her findings will ring true to you, I’m sure. 89% said executive presence is a factor in career success, and 78% said the lack of it can slow your progress. And what about leadership? A full 85% of the executives she interviewed stated they believe executive presence is a crucial trait.

Here’s something that may surprise you – and it’s good news.

98% of the executives confessed they weren’t born with presence. They had to learn it, practice it and build that skill. Moreover, 65% say executive coaching can help a leader develop presence and 55% believe leadership programs help.

Ok. We know we need it...

And we want it and we can learn it. But let’s take a minute to be sure we understand what “it” is. Executive presence isn’t an act you put on like a costume. It’s understanding and harnessing your own qualities, behaviors and communication style to authentically engage others while conveying confidence, power and credibility.

Wow. That sounds complex and intertwined and deep. Feel overwhelmed? Stay with me and you won’t.

There are physical attributes to executive presence

We all recognize them the moment a leader enters a room. Body language says a great deal -- taking a strong, balanced stance conveys competence. A clear, dynamic voice is persuasive. Deep measured breathing aids both and keeps the speaker centered. That’s a powerful feedback loop – when you stand strong and speak clearly, an audience is predisposed to persuasion. That, in turn, helps you feel calm, focused and more able to listen, think and respond powerfully.

If you stop with the physical appearance...

You’re not going to have the success you want. Executive presence is more than an “act” you put on to impress people. A colleague of mine puts it this way: “You don’t want to be the person who comes into a room and says, ‘I’m here.’ You want to be the kind of person who walks into a room and others say, ‘He’s here.’”

This kind of impact doesn’t come from a quick fix.

At its core, true executive presence is a more powerful way of seeing yourself and the world, which enables a more effective approach to engaging it. The process of building that more meaningful level of executive presence requires an “inside-out” model, as we say at VoicePro.

The process starts with understanding communication styles.

Different people have different approaches to communication, and those differences can lead to misunderstanding…that robs personal power…that leads to conflict and ineffectiveness. An executive needs to understand his own personal communication style. At VoicePro we use the Disc Behavioral Assessment and also videotaping to help participants set that baseline.

Next, the in-touch executive develops the ability to identify the communication styles of others, so she can adjust her own behavior to others, engage them, understand them and shape communication skills to balance desired outcomes with audience needs, even in a “think-on-your-feet” situation.

Now for the full disclosure...

There’s no quick fix for executive presence and no short cuts. Think about it, though -- would you want it any other way? Real executive presence must be authentic. That requires adjusting your world view, practice and mindfulness. It demands commitment to seeing people and situations differently and then behaving accordingly.

So do you have what it takes to be better? The vast majority of top executives think you do. So do I.

Image by Lawrence Whittemore