As a speech coach, one of the most common questions I get asked is, "Can speech training really help? When I talk to prospective clients at conferences, or on the telephone, they seem to focus on how I talk, not what I am saying."
Speech coaching with a motivated learner and an expert coach can make a real difference, based on my experience, if the learner is willing to continue practicing the newly learned skills.
When building trust with a listener, for any reason, it helps to emphasize the ways people are alike, and clear communication makes this easier. Maybe both of you like a certain sport, or a particular city or industry. Possibly the two of you are in the same company or are solving the same problem.
If your listener can understand how you are speaking, he can then focus on your message. Make this as easy as possible for your listener.
How do you determine an excellent speech coach? Look for someone who has considerable experience and qualifications in coaching corporate clients or individual adults. Ask about the class size, and how much feedback you will get from the instructor. Is the course customized for you to your specific needs, or does the entire class learn the same lesson even if some of them don't need it? Will you have time to get help saying specific words that are hard for you, such as peoples' names, processes or products you sell?
How many hours of instruction is the course? Is it done in an intensive manner, of 1 - 3 days long, or in 1-2 hourly sessions a week? Intensive training offers faster results, less travel time, less time to forget what was learned before building on that skill, and may keep motivation higher. It should include some type of follow-up plan for skill maintenance.
If the presenter is a speech-language pathologist, is not licensed in your state (which you should ask) and is offering speech coaching online, be cautious if she does not ask your state of residence. In at least one state, such coaching by speech-language pathologists who are not licensed there is illegal.
Speech coaches often specialize in the services they provide. Accent modification, presentation skills,
speech rate, executive communication skills, diction improvement, sales communication skills and more may be available.
If you need the coaching, but can't afford it, can't get to it, or don't have time for it, are e-books with helpful tips available as an alternative? Although not as effective as regular coaching, they can offer some helpful information.
Business Speech Improvement offers intensive training in all of the skills mentioned above. It is located in Durham, NC (USA).
Welcome to the Verbal Image blog from Business Speech Improvement (www.BusinessSpeechImprovement.com)! NEW! To read our latest blog post, go to http://www.businessspeechimprovement.com/more/blog Bookmark that site and check back regularly! Please join the conversation about communication! What are your thoughts on the blog article you are reading? Comments in English are appreciated.
Saturday, December 14, 2013
Saturday, December 7, 2013
Baby boomers: organizing personal finances now
Are you trying to plan for your own retirement, or deal with a senior citizen's tangled finances? Are your insurance, bank and stock or IRA account numbers "somewhere" in a mound of papers - maybe?
Maybe you are wondering how to get a replacement birth certificate for your senior citiizen, or for yourself.
An easy way to get organized financially is through the Financial Overview Template. Use this easy template to write down as much information as you can find now. Then, be sure to print a hard copy of it, which you can get to if needed, if the electricity goes out. Later, add the rest of the data, bit by bit, as you locate it or as it arrives in the mail or online. (As your information changes over time, you can update it easily.)
Some of the information may be easy to find, such as birthdates and the name and contact information of a particular accountant, doctor or dentist. Other information such as insurance account numbers and who to call in the event of a claim may take more work; if you can't find these, contact the company or wait for an update from them.
The pages online can be password-protected, and you can keep a copy of this on a password-protected flash-drive with you, handy in case of an emergency such as an unexpected trip to the hospital, evacuation or other disaster.
If you use the services of a financial planner or financial planning software, use this information from your various accounts or those of your parent (or other senior citizen) to prepare before your next visit. By visiting the website of each company and putting in the account number, you can determine the value of each account; write it and the date when this value was announced so you can report this to the financial planner.
The pay-off for this will be a serene sense of financial organization and confidence; you will be able to find the data you need, when you need it. Just think: your account numbers will finally be easily accessible to you. Your knowledge of your benefits and what they cover, your retirement information, and many other details will be quickly available, too. Imagine how wonderful that will feel! Get the Financial Overview Template now, and be prepared with knowledge of your finances before you need it next!
Maybe you are wondering how to get a replacement birth certificate for your senior citiizen, or for yourself.
An easy way to get organized financially is through the Financial Overview Template. Use this easy template to write down as much information as you can find now. Then, be sure to print a hard copy of it, which you can get to if needed, if the electricity goes out. Later, add the rest of the data, bit by bit, as you locate it or as it arrives in the mail or online. (As your information changes over time, you can update it easily.)
Some of the information may be easy to find, such as birthdates and the name and contact information of a particular accountant, doctor or dentist. Other information such as insurance account numbers and who to call in the event of a claim may take more work; if you can't find these, contact the company or wait for an update from them.
The pages online can be password-protected, and you can keep a copy of this on a password-protected flash-drive with you, handy in case of an emergency such as an unexpected trip to the hospital, evacuation or other disaster.
If you use the services of a financial planner or financial planning software, use this information from your various accounts or those of your parent (or other senior citizen) to prepare before your next visit. By visiting the website of each company and putting in the account number, you can determine the value of each account; write it and the date when this value was announced so you can report this to the financial planner.
The pay-off for this will be a serene sense of financial organization and confidence; you will be able to find the data you need, when you need it. Just think: your account numbers will finally be easily accessible to you. Your knowledge of your benefits and what they cover, your retirement information, and many other details will be quickly available, too. Imagine how wonderful that will feel! Get the Financial Overview Template now, and be prepared with knowledge of your finances before you need it next!
Saturday, November 30, 2013
Four Ways to Help Your New International Colleague at Work
If you have an international colleague at work, you have an interesting learning opportunity, going both ways.
Americans are more individualistic, in general, while many international employees are taught to think first of their work group, not themselves. Therefore, while Americans might ask for what they need, in some countries, other employees could expect their work group to offer this help first.
For example, if you have a new international employee, slowly and clearly explain the American concept of various types of insurance. Insurance is done differently in various countries.
If the employee is new, offer to talk about the corporate culture, or the culture of your particular unit.
What is important to your boss or mission? What changes are being planned for the near future? Does the unit do any group activities, such as a day for volunteering, or cross-departmental project teams?
Some communities have an online calendar of community events. Show that to the newcomer, as well as telling about special events you like in the community that may take place yearly. Offer to take him or her to one of these. Also offer to answer questions about general life in the community, such as schools, recycling or recreation.
If the person's pronunciation is hard to understand, this can affect his willingness to talk in some cases. Business speech training is available in various formats for employees; talk to Training and Development or Human Resources about this to see if the company will sponsor this training.
Business Speech Improvement offers intensive training in American English pronunciation improvement for non-native professionals, as well as related e-books and mp3 files. Speech training in general diction, learning to speak slower, presentation skills, and executive communication skills are also available.
Americans are more individualistic, in general, while many international employees are taught to think first of their work group, not themselves. Therefore, while Americans might ask for what they need, in some countries, other employees could expect their work group to offer this help first.
For example, if you have a new international employee, slowly and clearly explain the American concept of various types of insurance. Insurance is done differently in various countries.
If the employee is new, offer to talk about the corporate culture, or the culture of your particular unit.
What is important to your boss or mission? What changes are being planned for the near future? Does the unit do any group activities, such as a day for volunteering, or cross-departmental project teams?
Some communities have an online calendar of community events. Show that to the newcomer, as well as telling about special events you like in the community that may take place yearly. Offer to take him or her to one of these. Also offer to answer questions about general life in the community, such as schools, recycling or recreation.
If the person's pronunciation is hard to understand, this can affect his willingness to talk in some cases. Business speech training is available in various formats for employees; talk to Training and Development or Human Resources about this to see if the company will sponsor this training.
Business Speech Improvement offers intensive training in American English pronunciation improvement for non-native professionals, as well as related e-books and mp3 files. Speech training in general diction, learning to speak slower, presentation skills, and executive communication skills are also available.
Tuesday, November 26, 2013
Shy? How to make conversation at a social event
You're supposed to attend an important social gathering in the next few days, and you'd rather do anything but go. Worse yet, you know you need to make a good impression on those who are there,
but you are shy.
First, think about whether you will be having to make small talk with strangers as you mingle, or whether you will be seated at a table and only having to talk to those next to you. If you make small talk as you mingle, this means you will need to choose people with whom to speak. However, if the conversation fizzles after a good try, you can move on to talk to someone else!
To start small talk while mingling, try to locate 1-2 people who are by themselves or with just one other person. Try to catch the eye of one of them, which is a way of indicating interest and non-verbally asking permission to talk with the person. If no-one looks at you, stand perpendicular and slightly away from the person to whom you want to speak. When he or she looks at you, start by saying hello, and asking him or her a question. For example, "I understand we both work for XYZ Corporation, or are in the ABC field. I'm (say your name) and I wanted to learn more about what you do for them!"
When the other person answers, give full attention, and ask a question about his earlier response. "So you work for the LMN Division! That always sounded interesting to me. What do you like best about it?"
If you are seated at a table and need to converse with those on both sides of you, choose one of them and ask a question to get the other person talking. For example, "I understand you are Pat's uncle. He is a good friend of mine! Do you live in the same community, or are you from someplace else?"
When the other person comments, follow up with a question based on something he has said, and sound truly interested. If appropriate, put in a few small comments about yourself, but keep the main focus on the other person.
People usually enjoy talking about themselves, and when they find an interested listener, it can be a rare treat!
For more techniques on how to start, continue and gracefully end a conversation, get the tip-filled practical e-book:
"Small Talk:Connecting with Others"!
but you are shy.
First, think about whether you will be having to make small talk with strangers as you mingle, or whether you will be seated at a table and only having to talk to those next to you. If you make small talk as you mingle, this means you will need to choose people with whom to speak. However, if the conversation fizzles after a good try, you can move on to talk to someone else!
To start small talk while mingling, try to locate 1-2 people who are by themselves or with just one other person. Try to catch the eye of one of them, which is a way of indicating interest and non-verbally asking permission to talk with the person. If no-one looks at you, stand perpendicular and slightly away from the person to whom you want to speak. When he or she looks at you, start by saying hello, and asking him or her a question. For example, "I understand we both work for XYZ Corporation, or are in the ABC field. I'm (say your name) and I wanted to learn more about what you do for them!"
When the other person answers, give full attention, and ask a question about his earlier response. "So you work for the LMN Division! That always sounded interesting to me. What do you like best about it?"
If you are seated at a table and need to converse with those on both sides of you, choose one of them and ask a question to get the other person talking. For example, "I understand you are Pat's uncle. He is a good friend of mine! Do you live in the same community, or are you from someplace else?"
When the other person comments, follow up with a question based on something he has said, and sound truly interested. If appropriate, put in a few small comments about yourself, but keep the main focus on the other person.
People usually enjoy talking about themselves, and when they find an interested listener, it can be a rare treat!
For more techniques on how to start, continue and gracefully end a conversation, get the tip-filled practical e-book:
"Small Talk:Connecting with Others"!
Friday, November 22, 2013
Winter Storm Electra and Your Emergency Preparations
Winter Storm Electra, a severe storm, is predicted for 20 states of the USA in the next few days. Those affected need to be prepared with extra water, easily prepared food (and a manual can opener), extra medicine, extra batteries for flashlights, rock salt and shovels if in the freezing rain, ice storm or snow zones, charged up cell phones and computers, a well-stocked car emergency kit if traveling, and a full tank of gas. You need to pay close attention to the latest weather reports and warnings, whether by radio, internet or TV.
But think beyond this. If the worst should happen, would you know how to reach your homeowner's/renter's, car and health insurance companies? Would you have your account numbers and the claims departments' telephone numbers handy? Would your family know how to get these for you, in the event you couldn't make these calls?
Now is the time to think about these possibilities, not later when you may be dealing with weather problems.
An easy way to get organized financially is through the Financial Overview Template. Use this easy template to write down as much information as you can find now, before the storm gets bad in your locale. Then, be sure to print a hard copy of it, which you can get to if needed, if the electricity goes out. After the storm, add the rest of the data, bit by bit, as you locate it. (As your information changes over time, you can update it easily.)
The pay-off for this will be a serene sense of financial organization and confidence; you will be able to find the data you need, when you need it. Just think: your account numbers will be easily accessible. Your knowledge of your benefits and what they cover, your retirement information, and many other details will be quickly available, too. Imagine how great that will feel! Get the Financial Overview Template now, and be prepared with knowledge of your finances before the next storm comes!
But think beyond this. If the worst should happen, would you know how to reach your homeowner's/renter's, car and health insurance companies? Would you have your account numbers and the claims departments' telephone numbers handy? Would your family know how to get these for you, in the event you couldn't make these calls?
Now is the time to think about these possibilities, not later when you may be dealing with weather problems.
An easy way to get organized financially is through the Financial Overview Template. Use this easy template to write down as much information as you can find now, before the storm gets bad in your locale. Then, be sure to print a hard copy of it, which you can get to if needed, if the electricity goes out. After the storm, add the rest of the data, bit by bit, as you locate it. (As your information changes over time, you can update it easily.)
The pay-off for this will be a serene sense of financial organization and confidence; you will be able to find the data you need, when you need it. Just think: your account numbers will be easily accessible. Your knowledge of your benefits and what they cover, your retirement information, and many other details will be quickly available, too. Imagine how great that will feel! Get the Financial Overview Template now, and be prepared with knowledge of your finances before the next storm comes!
Saturday, November 2, 2013
Sales communication: impressive up-selling by thinking ahead
A hotel in Chicago is using some sophisticated techniques to simultaneously show concern for their guests' welfare and "up-sell". The Majestic Hotel sends confirmation e-mails to guests after they make their reservations. At the bottom of the e-mail is a list of options guests can choose to have ready for them when they arrive. The options range from a bottle of specific wines, milk and cookies at bed-time, or a fruit basket, to a day-long transit pass, a picnic lunch of local delicacies, a bike rental, two hours in a kayak, or other options.
The hotel has clearly thought ahead about guests' frequent requests, and now is letting guests choose them before they arrive. This allows the hotel to more easily fill the requests, and gives them some extra profit as well.
When the guests arrive, in their rooms they find a refrigerator filled with common soft drinks and water, as well as a variety of snacks and even small toys related to the local tourist attraction. These are available on the "honor bar" system; the hotel maid notices what is gone, notes it as a charge on the bill, and refills the items daily when the room is cleaned. Guests do not need to get dressed and leave their rooms to find a vending machine.
Another need of some guests is for a place to relax, read the newspaper and drink some tea or coffee.
These are available in a home-like "living room", where guests can chat with each other.
This same idea of thinking ahead about your customers' needs and meeting them before being asked could be used by astute business owners and managers in many fields.
A human resources manager, for example, could think ahead of time of the many questions asked by new hires, career development options in the organization and to a page on career pathways for employees.
A medical practice could remind patients of upcoming appointments, invite them to write down their health concerns, and need for prescription referrals before the appointment, answer the top 5 questions patients ask the staff about the latest health issue, or give ideas about how to stay healthy this season.
What options can you offer new customers or employees to up-sell them on your organization?
Business Speech Improvement provides intensive training in many aspects of communication in business. They include communication techniques for leadership, accent modification, presentation skills and more. Seminars, individual coaching, and e-books are available.
The hotel has clearly thought ahead about guests' frequent requests, and now is letting guests choose them before they arrive. This allows the hotel to more easily fill the requests, and gives them some extra profit as well.
When the guests arrive, in their rooms they find a refrigerator filled with common soft drinks and water, as well as a variety of snacks and even small toys related to the local tourist attraction. These are available on the "honor bar" system; the hotel maid notices what is gone, notes it as a charge on the bill, and refills the items daily when the room is cleaned. Guests do not need to get dressed and leave their rooms to find a vending machine.
Another need of some guests is for a place to relax, read the newspaper and drink some tea or coffee.
These are available in a home-like "living room", where guests can chat with each other.
This same idea of thinking ahead about your customers' needs and meeting them before being asked could be used by astute business owners and managers in many fields.
A human resources manager, for example, could think ahead of time of the many questions asked by new hires, career development options in the organization and to a page on career pathways for employees.
A medical practice could remind patients of upcoming appointments, invite them to write down their health concerns, and need for prescription referrals before the appointment, answer the top 5 questions patients ask the staff about the latest health issue, or give ideas about how to stay healthy this season.
What options can you offer new customers or employees to up-sell them on your organization?
Business Speech Improvement provides intensive training in many aspects of communication in business. They include communication techniques for leadership, accent modification, presentation skills and more. Seminars, individual coaching, and e-books are available.
Friday, November 1, 2013
Amazing customer service - restaurant style
Maggiano's Little Italy in Durham, NC is a little restaurant with a fascinating angle on customer service. They want to make their target customers (new customers and out-of-town visitors) feel very special. They do this in a way that can be (but rarely is) used by most businesses, especially those in the hospitality and other service industries.
I recently had dinner in this restaurant for the first time. The server casually asked my guest and me about ourselves, and any dietary needs. Upon learning that my guest was visiting from another state and that we had never been to the restaurant before, the server quietly swung into action. After we were served a delicious dinner, several members of the restaurant staff visited to welcome us, and we were offered a complimentary (and wonderful) mini-dessert for us to split.
The purpose of this extra attention was of course to make us feel like visiting royalty, and naturally want to return.
Basically, the approach of this restaurant boils down to three principles that can easily be used by other businesses. First, the first person who approaches the new customer is well-trained to ask a few casual questions to search for customers with specific characteristics. Second, there is a system to discretely alert other members of the staff, who also welcome the visitor. Third, the business provides complimentary samples of additional services or products to these visitors, as a tangible welcome.
Many businesses could also offer to put the visitor on their mailing lists, and send him or her coupons for special deals or freebies throughout the next year to entice him to return. Others such as hotels maintain a database of customers' preferences (whether for types of rooms, recreational activities if mentioned, or other issues), so that they can refer to it when the customer comes again.
What is a recent example of great customer service that you have experienced, and what could other businesses do to emulate it? If you own or manage a service business, what else could you do to welcome your new customers?
Business Speech Improvement provides intensive training in communication skills. Training is offered through seminars, individual coaching and economical, practical e-books. One such e-book is Executive Communication Strategies, including tips you might wish your supervisor knew!
I recently had dinner in this restaurant for the first time. The server casually asked my guest and me about ourselves, and any dietary needs. Upon learning that my guest was visiting from another state and that we had never been to the restaurant before, the server quietly swung into action. After we were served a delicious dinner, several members of the restaurant staff visited to welcome us, and we were offered a complimentary (and wonderful) mini-dessert for us to split.
The purpose of this extra attention was of course to make us feel like visiting royalty, and naturally want to return.
Basically, the approach of this restaurant boils down to three principles that can easily be used by other businesses. First, the first person who approaches the new customer is well-trained to ask a few casual questions to search for customers with specific characteristics. Second, there is a system to discretely alert other members of the staff, who also welcome the visitor. Third, the business provides complimentary samples of additional services or products to these visitors, as a tangible welcome.
Many businesses could also offer to put the visitor on their mailing lists, and send him or her coupons for special deals or freebies throughout the next year to entice him to return. Others such as hotels maintain a database of customers' preferences (whether for types of rooms, recreational activities if mentioned, or other issues), so that they can refer to it when the customer comes again.
What is a recent example of great customer service that you have experienced, and what could other businesses do to emulate it? If you own or manage a service business, what else could you do to welcome your new customers?
Business Speech Improvement provides intensive training in communication skills. Training is offered through seminars, individual coaching and economical, practical e-books. One such e-book is Executive Communication Strategies, including tips you might wish your supervisor knew!
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