Small talk: What do you say after "hello"?

It's that time of year when many soon-to-be graduates are interviewing for their first jobs. Even though they have terrific skills in technical areas, many of them from other countries still struggle with soft skills, such as making "small talk". The reason is that various countries have their own style of doing this, and these interviewees are uncertain of the American version.

In the United States, "small talk" is used at the start of interviews, or in pre-interview dinners and other social occasions, to help people find areas of commonality. It is also used to relax the nervous interviewees.

After the host says "hello", he or she usually asks a question, about a general topic. The guest responds, and then may ask a question to the other person.

For example, the host might say, "How was your trip?" The interviewee might respond, "It was great! I love the weather here. Is it usually this nice in spring?"

Think of small talk like a tennis game. Each side makes a statement and asks a question.

Based on the information provided by the other person, the questions will naturally change. For example, if the host mentions that he saw a great exhibit at the local museum yesterday, the guest could follow-up with a question about the museum, such as "That sounds wonderful. What are some of the other exhibits the museum has had recently?" or "What other great museums are here in town?"

Once the interviewer starts asking interview questions, the interviewee naturally responds to those without asking questions. At the end of most interviews, the interviewer asks if the person has any questions about the position (or company). This is the time to ask for more details about the position, such as responsibilities, training, a typical day, or relocation to another community if this is expected.

For more tips on starting, maintaining or ending a conversation, get Business Speech Improvement's concise e-book, Small Talk: Connecting with Others. Learn the secrets of small talk, American-style!

Customer service and sales: how to correct a crucial communication error

The walked into an office to purchase a service. The department manager, who was behind the computer in the office,  gave her a business card and said, "Email me with the details and I'll get back to you."

What happened? The prospective customer, who had been ready to buy, took the card and did not send the e-mail.

The office manager, who had the power to act immediately, was not pro-active. She did not take the prospective customer's name,  contact information,  and details, or give her the desired information on the spot. She sounded disinterested in having a prospective new customer. (If the problem was that she was busy, she did not bother to explain this.)

Instead, she expected the prospective customer to put forth more effort (by sending an e-mail) to request the service. She did not consider the number of competitors for that service that the customer passed regularly, or the other distractions competing for the person's attention. In other words, her reaction was all about her (the manager's) needs. It should have been about the customer's needs. The customer, internal or external, is the reason for the business.

This scenario also happens in another, more common, way. When a customer calls into an office, if he reaches the wrong person, that employee can either switch him to the correct person or can ask the customer to call back. The first way is pro-active, and shows great customer service. The second (reactive) way can lose a customer, or get him frustrated. How is this handled in your organization? Do all employees know how to locate the correct employee's name and phone extension, and do they get training in how to switch callers to the correct extension?

Internal customers also count; the work each employee does affects all of them in completing the finished product. (This would be a great topic to discuss when orienting new employees, or when doing the yearly talk on how the company is meeting its' goals,  to show the relationships between the various departments.)

Every customer interaction counts, and communication is vital to all of them. Make the internal or external customer feel wanted through efficient, pro-active communication and sales techniques!
Business Speech Improvement provides communication coaching and concise e-books. Check out your options now!

H-4 visa holders, congratulations!

Congratulations, H-4 visa holders!

It was announced today that H-4 visa holders, who meet certain conditions, will be eligible to apply for work permits on May 26, 2015. H-4 visa holders are the spouses of the H-1B visa holders. Many H-4 visa holders are highly skilled as well, but by the terms of their visas, could not apply for work permits previously.

Details of this announcement are here.

H-4 visa holders, while waiting to apply for work permits, may wish to work on their American English pronunciation, grammar, vocabulary and idiomatic expressions so that communication during job interviews and at work will be easier.

Business Speech Improvement offers intensive coaching in 1 - 3 day seminars, hourly coaching in person for those in Raleigh-Durham, NC community, online coaching in selected cases, and concise, economical e-books. Visit us now to get started!

Sales Professionals: Are You Making This Crucial Communication Error?

The person walked into an office to purchase a service. The department manager, who was behind the computer in the office,  gave her a business card and said, "Email me with the details and I'll get back to you."

What happened? The prospective customer, who had been ready to buy, took the card and did not send the e-mail.

The office manager, who had the power to act immediately, was not pro-active. She did not take the prospective customer's name and contact information, or give her the desired information on the spot. She sounded disinterested in having a prospective new customer.
Instead, she expected the prospective customer to put forth more effort (by sending an e-mail) to request the service. She did not consider the number of competitors for that service that the customer passed regularly, or the other distractions competing for the person's attention.

This scenario also happens in another, more common, way. When a customer calls into an office, if he reaches the wrong person, that employee can either switch him to the correct person or can ask the customer to call back. The first way is pro-active, and shows great customer service. The second (reactive) way can lose a customer, or get him frustrated. How is this handled in your organization? Do all employees know how to locate the correct employee's name and phone extension, and do they get training in how to switch callers to the correct extension?

Every customer interaction counts, and communication is vital to all of them. Make the customer feel wanted through efficient, pro-active communication and sales techniques - by all of your employees who have internal or external customers!

Business Speech Improvement provides communication coaching and concise e-books. Check out your options now!

Winter Storm Remus: Checklist of preparations (and why it matters)

For those in the South and the Southeast, today (or tonight ) is a time when we should be prepared for a potential power outage, according to the weather reports that emphasize the potential for heavy snow, downed tree limbs and more. With heavy snow, it may take a few days for stores to be accessible and resupplied with goods. Good leaders, whether of a business, a department, or a family, think ahead and do a risk assessment.  Are you prepared adequately for this severe storm? Do you have flashlights, and extra batteries of the right size? Have you checked the flashlights recently to make sure they still work? Do you have sufficient water on hand? Electricity is needed to power the water pumps. The Federal Emergency Management Agency (FEMA) recommends 1 gallon per person per day. Many people recommend filling up buckets with water in advance of the storm to flush toilets. Is your laundry done ahead of time? Are your faucets dripping, so they don't freeze and burst? Are the under-sink cabinets also open (and any harmful chemicals that are normally stored there  put up high if there are children or pets)? Opening the cabinets warms the pipes. Do you have a way to stay warm if the power goes out? Do you have food prepared, extra canned goods and foods that do not need refrigeration (such as peanut butter, bread, fruit, cereal, and milk in aseptic containers), and a mechanical can opener available? Do you have a safe way to heat food inside, or if necessary, outside, if there is a power failure? Do you have a carbon monoxide alarm and does it work, in case you are attempting to use a dangerous way to stay warm inside a dwelling, and are not aware it is dangerous? Are your electronics, such as your computer, tablet and cell phone, charged up before the storm? Do you have a way to charge them if the power goes out? If you use electrical medical equipment such as a CPAP machine or other device, how do you plan to keep it working during a power outage? If you take medication, do you have sufficient on hand for the length of the storm and a few days' afterwards? If it needs to be kept cold, such as insulin, how will you do that? How will you get communications about the storm during the storm and afterwards? Do you have a battery-operated or crank-powered NOAA (weather) radio, and extra batteries if it is a battery-operated radio? If it is solar-powered, is it charged fully before the storm starts? If you have babies, do you have sufficient diapers and formula on hand for the length of the storm plus several more days? If you have pets, do you have enough pet food and pet supplies such as cat litter or pee pads on hand for the length of the storm and several more  days? If you have a car, is the gas tank full? Is there a car emergency kit in the trunk, with such items as extra water, emergency foods, blankets, extra hats, gloves and dry socks (as extremities freeze first)? Do you have a snow shovel and rock salt, if you may be responsible for clearing a path outside your home? Many Southerners do not normally have snow shovels, but they may make a big difference with the expected amount of snow. If you have renter's insurance, homeowner's insurance and/or car insurance, do you have your policy numbers and contact information written down on paper (in case electronics don't work), in case you need to contact these insurance companies because of damage?  Details on more preparations for an emergency kit can be found at www.ready.gov/kit  . Why do all this planning? Think what the implications could be for you or your family if you are not prepared! Great leaders  not only plan ahead, they also learn to communicate well. Business Speech Improvement offers Executive Communication Techniques, a concise e-book of 18 vital communication skills today's leaders need. Think like a leader; get this book now to know how to communicate better tomorrow. (Yes, you can read it with a flashlight if necessary!)