Executive Communication: Employee Motivational Strategies

When jobs become more plentiful, a lot of employees are going to be looking for new jobs. The loss of an experienced, valued employee can cost a lot of money, knowledge and sometimes goodwill. Managers and CEOs should work now on employee retention.

First, administer and evaluate the results of the Gallup Q-12 http://gmj.gallup.com/content/811/feedback-real.aspx . These vital questions can help unsuspecting managers see who may be likely to leave when the opportunity presents itself.

Second, see what drives the satisfied employees: public recognition, career growth opportunities, continuing education, private praise, or other rewards. Use them!

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive coaching in executive communication skills, making presentations, accent, diction and other aspects of verbal communication. Training is offered through coaching and e-books. Great speech makes business sense!

Sales Communication: Building Trust

A sage once said that a person doesn't care how much you know until he knows how much you care. A professional salesperson cares enough to do three things immediately to start the process of trust-building. First, he or she respects the prospect's time enough to ask a few questions about the product or service desired, to narrow down the options and make sure the prospect will be getting what he really wants or needs.
(Often prospects don't use the right terms or are unaware of crucial differences.)
Second, know your products or services well enough to know which will be the best for each customer - and if none of them are right, be knowledgeable and willing to direct them to a competitor. (You would want the competitor to do this for you.) Third,
do what you say you will do, when you say you will do it. For example, call the prospect when you say you will do this.The person may be awaiting your call then and not be able to talk with you later. These steps start the crucial trust-building process.

Business Speech Improvement (www.BusinessSpeechImprovement.com) offers intensive, targeted training in verbal communicaiton skills through Open Enrollment group courses, individual speech coaching, and e-books. Great speech makes business sense!

Male Salesmen, Doctors and Other Men: Words Not to Use

How would you like to ruin your persuasive efforts with a few specific words? Try calling women customers, patients or clients of any age "dear", "honey" or "sweetie".
Many women take offense at these condescending sounding and sexist words. Do yourself a favor and erase them from your professional vocabulary; they belong in your vocabulary only for women with whom you may be romantically linked!

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive training in verbal communication skills, including sales communication. Training is available through small groups, individual coaching and e-books.

Need to be more persuasive? Try this surprising technique.

Researchers at Yale University have found a link between holding a warm object
(such as a cup of a hot beverage) and increased friendliness, which could result in increased persuasiveness. If you are an attorney, salesperson, recruiter, manager, negotiator, or other person who needs to be persuasive, offer a hot beverage of choice.
(Keep a supply of both caffeinated and non-caffeinated beverages on hand.)
Read more about these fascinating studies at http://www.romow.com/health-blog/new-research-says-warm-drinks-make-us-warmer-emotionally/ .

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive, targeted training in verbal communication skills through group seminars, individual coaching and concise e-books.
Training options include presentation skills (with specific options for litigators and for salespeople), accent modification, rate of speech and much more.

Business Speech: What Does It Mean to You?

Business speech encompasses many aspects: giving presentations to large and small groups (and individuals), elevator speeches, being persuasive, accent modification, grammar, proper tone of voice, leading meetings, being concise, listening well, and
more.

When you think of "business speech", what does it mean to you?


Business Speech Improvement (www.BusinessSpeechImprovement.com) offers intensive, targeted coaching on many aspects of business speech. Economical Open Enrollment small group courses are scheduled periodically, and practical e-books on different topics are available 24/7. Great speech makes business sense!

Speech rate too fast? Tips to slow down

Do you talk too fast so that others cannot understand you easily? Does it happen only when you're giving a speech, when a specific person is there, or all the time? It's very frustrating, when you want to make the best possible impression and sound like a mouth out of control.

Business Speech Improvement offers two ways to help. How to Speak Slower in Six Simple Steps (http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks) is a concise, practical e-book with techniques. For those who want intensive targeted coaching from an expert, a group Open Enrollment course on Speech Rate and Timing will be offered January 18, 2011. Enroll by visiting http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes. Individual speech coaching is also available on request.

Appropriate holiday greetings: What is your opinion?

In an interesting discussion recently, a woman (in the USA) commented on how uncomfortable she is when strangers wish her a merry Christmas. She is not Christian. She asked others how to reply so as not to offend those offering greetings.

How do you greet strangers at this time of year? If you are not Christian, how do you reply when others wish you a merry Christmas? What do you wish they would say instead?

Managers: How clear are your directions?

I recently witnessed a scene where a person was trying to give directions to a supervisee. The supervisor was vague, and each time the supervisee tried to follow the instructions carefully. After the fourth revision, with increasing details, of the instructions, the supervisee became obviously frustrated.

How are your instructions to others? Do you include the who, what, when, where, why and how, as well as other relevant details (brands, sizes, times, etc)? Do you plan for a "check in time", to follow up on progress made?

Reduce employee frustration - get all the details right the first time!

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive, customized training in executive communication skills, accent modification, listening skills and much more! E-books for "help in a hurry"© are also available onsite.

Seatmate Success: Starting a Conversation While Traveling

With a record number of travelers this holiday season, many people find themselves sitting next to others on airplanes, at airports and at other functions. They want to talk with them but struggle to know what to say.

Start by making a statement about something you have in common, such as the long wait or the great view outside. Then ask a question. For example, "That's an beautiful sunset out there! Do you often fly at this time of day?" Follow it up with an open-ended question, such as "What's your favorite time to fly?"

Be sensitive to others who do not want to talk. Some people want to work or sleep, for example, or prefer not to talk to strangers. But many do, and just aren't sure how to start.

This tip and many others on starting, continuing and ending conversations can be found in an e-book, Small Talk:Connecting wth Others. This concise, practical e-book
can be ordered fr om http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks. It is published by Business Speech Improvement, which provides
intensive speech coaching and e-books on many related topics.

Event Planners: Unique Way to Get Attendees Talking

Many attendees at events watch others mingle but are shy about going up to strangers themselves. As one attendee said, "I just don't know how to do it."

A practical and concise e-book (or pamphlet, on request), Small Talk: Connecting with Others, is filled with great tips on how to start a conversation, keep it going, and graciously end one as well. (Pamphlets are available with a minimal order of 200.) This e-book, available at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks, is perfect for your shy attendees to read, and can even be recommended to them before they come!

If your speakers may be hesitant to talk, the e-book Public Speaking: You Can Do It!, has many suggestions for powerful speech introductions, conclusions and ways to keep the attention of the audience. The e-book is also at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks.

Great speech makes business - and event planning - success!

Coming to the USA for business or a job?

Are you planning a business trip to the USA, or planning to take a job here? Two practical e-books by Business Speech Improvement offer a lot of valuable advice.

Coming to the USA : American Cultural Differences provides practical information on everything from time, telephone manners and insurance in the USA. The e-book was written in response to questions from many newcomers here.

Small Talk: Connecting with Others gives tips on ways to start conversations, continue them and then graciously leave the other person at the end. Small talk customs may vary in different cultures, and these techniques are used in the USA.

Both of the e-books and several more can be easily found at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks.

Business Speech Improvement provides intensive coaching and e-books in verbal communication. Great speech makes business sense!

Getting Ready for Holiday Events? Don't Forget the Conversational Skills

As the holiday party scene heats up, more people will be making small talk with strangers at social and business events. However, many find it difficult to make conversation with others.

"Small talk is important as a way to find out what you have in common with others,"
reports Katie Schwartz, CCC-SLP. director of Business Speech Improvement. "It increases the comfort level and makes conversation more targeted towards your goal. This may be asking for information, getting to know a neighbor, or making a sale."

Schwartz, author of the e-book, "Small Talk: Connecting with Others" (www.BusinessSpeechImprovement.com) says that with preparation, making small talk can be easier. Here are three tips she recommends:

1. Think about your goal before talking to the other person.
2. Plan 3-5 questions before the event. Try a statement, followed by a question.
For example, "This is a great barbeque! What's been your favorite food here so far?"
3. Ask follow-up questions about the other person's answers.

Giving someone else your full attention and showing you want to listen to him or her is a real compliment, says Schwartz.

"Small Talk: Connecting with Others" is an economical e-book chock-full of practical tips on starting, continuing and graciously ending conversations. Want to know how to get someone talking, join a group that's already established, or politely leave a boring conversation? The answers are in this book...get it now before your next gathering, at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks.

Business Speech Improvement (www.businessspeechimprovement.com provides intensive coaching and economical e-books on verbal communication.

Want speech improvement to speak American English more clearly?

Do you need to improve your American English,but coaching is not an option right now?

Learn from an innovative combination of a down-loadable audio file and a pdf, " Learn how to pronounce American English more clearly". Hear a professional speech coach and native American English speaker read specially written paragraphs with many examples of a given sound. Listen as often as you like, and repeat! Each part of the series has several sounds on it; get one or all of them at www.BusinessSpeechImprovement.com.

Business Speech Improvement provides intensive coaching in verbal communication skills, including accent modification, executive communication skills, presentation skills and much more. Training is offered through in-person coaching, e-books and this new audio/pdf series. Great speech makes business sense!

Executive Communication: Inter-departmental Communication Issues

Do you ever say, "I wish that the people in the sales/marketing/operations/customer service/accounts receivable office would give me the information I need to handle this, without my having to ask again for it?"

Insufficient inter-departmental communication can lead to frustration, lost productivity and a reduced bottom line. To resolve it, have all project managers or department chiefs write a list of the information their teams need from internal customers or other departments, on a routine basis. For example, is a project number, invoice or special code needed when sending requests to the accounts payable department? What other information do they need from other departments so they can handle their jobs more efficiently? What data does the IT Dept need to handle help requests? With a list of this data needed by each department, employees can be more efficient in their inter-departmental communications.

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides training in executive communication skills, presentation skills, accent modification and many other aspects of verbal communication. Training is provided via in-person coaching, e-books and more! Open enrollment classes, company-specific classes and individual coaching are all available. Great speech makes business sense!

Leadership Development: Executive Communication Skills

How can you tell when someone is a leader? How does a leader communicate?

When I posed this question to experts in training, they told me a leader listens well and with empathy, speaks clearly and concisely, gains listeners' trust, helps people formulate new ideas, and more.

How do you know by his or her communication style when someone is a leader?
Please share your thoughts on this with us!

Business Speech Improvement (www.BusinessSpeechImprovement.com) offers seminars and e-books on executive communication skills, presentation skills, accent modification and more!

Your voice in sales

A strong, engaging voice can have an impact on your ability to sell in the USA.

1. Enthusiasm - Start by waiting for the next time someone says, "How are you?" Instead of answering with a wan "good", try enthusiastically answering "terrific!" You will see the impact of using a more powerful word and enthusiasm. Then find a product, any product at all, that you really are enthusiastic about. It may be something you do not sell, but enjoy as a consumer. Pretend you would get a million dollars if you could sell this to someone. Act excited about it! If you aren't excited about it, your listeners won't be, either. Then act excited about the products you do sell. If you positively can't act excited about them, look for another job selling products you respect. Record yourself speaking with enthusiasm.

2. An authoritative voice comes from having authority or expertise in a subject. You should know a great deal about your company's products that you sell. You should know how they are made, how they work, their benefits over the competition, and what negative things are being said about them online, so you can develop responses.

You should also know a lot about psychology and sales. What sales strategies does the best salesman on your team use or recommend? If he or she does not reveal this, read every book you can find and attend workshops or seminars on sales strategies. You need to know what works and when to use it, whether you go for relationship-based selling, hard sales or a softer approach.

Pay attention to your use of filler words, such as "um" and "uh". We all use them sometimes; however, if used too much the speaker appears uncertain of his information. Instead, train yourself to use silence if you are not certain of the word to use.

3. Engaging voice - If your voice comes across as harsh, gravelly, or otherwise unpleasant, there could be many reasons for this. Start by going to an ear, nose and throat (ENT) physician who will look down your throat and see if there is a physical reason for a problem. If there isn't, find a corporate speech pathologist (www.corspan.org) or a traditional speech pathologist (www.asha.org) who specializes in voice issues, who can provide individual guidance. (Corporate speech pathology is a specialty focusing on communication in the workplace.)

4. A general lack of confidence in your product or your ability to sell the product can cause an overly-relaxed sounding voice.
In that case, you need to identify the reasons for this and set some small goals to increase your self-confidence. Sometimes a few sessions with a psychotherapist or psychologist can help.

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive training in verbal communication skills. Training is offered through in-person coaching and concise e-books filled with practical tips. Check them out!

Persuasion: getting customers to take surveys

Many companies want customers to take customer satisfaction or sales surveys. The companies politely ask if customers would be willing to take the surveys, and customers often answer "no". Getting customers to answer "yes" is the first crucial step to obtaining feedback on performance.

A major reason customers answer "no" is that companies have given customers no positive incentive to say "yes". In other words, in exchange for answering a long series of often confusing questions, the customer gets nothing out of it for his time.
Companies who want more responses to their surveys should first offer customers a great incentive, such as a gift card or significant discount, and then ask 5 or fewer clear questions. Companies should also make it very clear that they do read and respond to the feedback they get, and offer an obvious "contact us" button on the website's home page for customers who need to reach them.

Business Speech Improvement (www.businessspeechimprovement.cm) provides intensive training in communication skills. For a list of our curent coaching and e-book training options, visit us today!

What sounds in American English are the most difficult for you to pronounce?

If you speak American English as a second (or third) language, what sounds are the hardest for you to say? For example, is it our "th" sound, our "sh" sound, a particular vowel, or some other sound? Please indicate your native language or dialect and native country.

This is a serious inquiry, and your comments are appreciated!

Business Speech Improvement provides intensive, customized training in American English pronunciation, presentation skills, general diction, executive communication, lip-reading, idea generation strategies and more. Additional information can be found at www.BusinessSpeechImprovement.com.

Need to make a business speech?

As a speech coach, I often critique presentations. Three of the common mistakes I see are
a lack of passion for the subject, poor preparation in putting the speech together
(due to lack of knowledge in the subject or in writing a presentation) and too little practice. These are the 3 P's: passion, preparation and practice.

Show enthusiasm in your voice! If you think the topic is boring, your audience will, too.
Know your subject, and explain to the audience in the first minute what they will get out of listening to you. Memorize only the keywords of the speech, not every single word, and practice the presentation numerous times. You only get one chance to make a great first impression!

Many more practical tips - from coping with stage fright to how to start and conclude a speech powerfully - are in the e-book "Public Speaking: You Can Do It!", found at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks. Contact Business Speech Improvement for speech coaching for presentations, which are available in many cases.

Have difficulty pronouncing American English clearly?

American English can be a challenge for people from other native languages to pronounce.
We have some sounds not found in other native languages, such as "th". Many of our words, such as Chicago, and women, do not follow the usual pronunciation rules. Many international businesspeople, scientists and other professionals who do business in the United States want to improve their pronunciation and seek coaching.

Pronunciation Improvement for Non-native Professionals is a three day intensive seminar to be held October 4 - 6, 2010 in Chattanooga, TN (USA).
Each learner will receive an individual speech assessment and a customized program, plus more.

Past learners report increased self-confidence as well as improved pronunciation. The course is taught by an experienced corporate speech pathologist.

Only six learners will be accepted. The fee is $1795.00 USD per person. To enroll, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes.

Business Speech: Content and Format

"Business speech" means different things to different people. To some people, it means
the content of what a person says when giving a presentation to a small or large group. In other words, what message should be in a business presentation?

Other people want to know the format of how we speak in a business environment. For example, how can we use vocal pitch and intonation (how a voice goes up and down), run meetings effectively, improve our pronunciation, use proper eye contact, persuade others, speak better on the telephone or during a videoconference, or do all this in another culture.

What are you searching for when you look for information on "business speech"?

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides coaching and e-books on many aspects of business communication. These include accent modification, pronunciation or diction, writing and delivering business presentations, and more!

Well vs Good: Is Your Grammar Missing This Distinction?

Recently I heard a leader state in public, "He did it good". I both winced and lost my some of my respect for him.

"Well" is an adverb, and modifies a verb. For example, in "He ran well", it modifies "ran". "Good" is an adjective, and modifies a noun, as in "He is a good runner".

This is such a simple but easily correctable mistake! Is it appearing in your grammar or that of your employees who speak in public for the company?

For intensive training in verbal communication, including grammar, diction, accent modification, presentation skills and more, visit www.BusinessSpeechImprovement.com.
Coaching and targeted e-books are available on many subjects.

SLPs: Searching for "Something Else" as a Career Choice?

"If I have to do another (choose one: barium swallow, IEP, insurance claim form, therapy session), it will be one too many!"These are words from frustrated speech-lamguage pathologists in various medical and educational settings. Often they are being asked to have high productivity with few or no materials (which are often ancient, if they exist at all) and endless paperwork for the payors or other agencies. No wonder SLPs get so upset and want to find "something better"!

Alternative Career Options for SLPs by Katie Schwartz is a book that tells about the career choices made by 20 SLPs who creatively combined their speech background with that of another field. Only one of the choices required significant additional education. Each chapter covers another career choice, why the SLP chose it, a typical day, and the positive and negatives of that choice.

The book includes a career self-assessment questionnaire to help readers consider options for themselves.

While the book was written about SLPs, many of the options would be equally appropriate for OTs and PTs/

Alternative Career Options for SLPs can be ordered at http://businessspeechimprovement.com/enabler/scripts/category.pl?Books.

First Impressions and Your New Contractor

many companies know of the importance of first impressions for new employers and customers. Sometimes they forget to think about new contractors brought in to provide services.

Contractors often charge by the hour. Are paperwork packets, procedures and often people in place when the new contractor begins his job? If ID issued by the organization is needed, is that ready to be issued? What about a map of the facility, list of names and contact information for relevant people, safety or emergency procedures and other vital information?

For contractors, time is money. A disorganized customer can not only create a negative impression in the contractor's mind, he can also waste a lot of money.

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides training in executive communication skills and other verbal communication skills. Training is offered through individual and group coaching as well as concise and practical e-books on many aspects of communication.

Sending your child to college in the USA - but live in another country?

Many parents from other countries send their children to college in the USA, but the students and their parents don't know what to expect. Portable Parent (www.portableparent.com) is a down-loadable e-book about living on a college campus. It is in English, but it could be translated easily by going to www.translate.google.com into many languages. Chapters include ones on managing your time and money wisely, suggestions for lengthening an shortening term papers, making friends, and much more.

Help your child know what to expect in an American college! Visit www.portableparent.com!

Have a college freshman?

Many parents at college orientations for their children, or when saying good-bye to them at their dorms, feel they as parents haven't done enough. They worry their children are not ready to succeed in a college environment. At the cost of tuition today, that's a big concern.

A unique new down-loadable book, Portable Parent (www.portableparent.com) helps by providing students information they need to succeed, and it can already be downloaded onto their computers so it's available when they need it!

Portable Parent is purchased by parents. If they have a PC, they can add their own wisdom to some of the chapters, before uploading it to their children's computers.
"Instant information, with a parent's input, 24/7"!

Characteristics of an excelent customer service representative

Today I experienced an unusually good customer service experience. In this case, it was in a retail store. However, as we all have customers, it could have been anywhere.
Four factors made it so good:
1. the salesperson had excellent verbal communication skills
2. she knew her products, their features and location well
3. she heard unspoken objections and offered a guarantee of satisfaction
4. she was clearly eager to please her customers by offering superb service
My congratulations to those who recruited, trained and supervise this salesperson!

What's the best customer service experience you have had recently? What made it so great?

What Does A Speech Coach Do and What Should I Look For In One?

Can you identify with any of these? All names and some details have been changed.

1. Li (not her real name) is a professional chemist with valued professional skills. However, despite speaking English, she has a lot of trouble being understood by her colleagues here. Her company hires a speech coach to teach her American English pronunciation.

2. Sue has a strong regional American accent. When she speaks to clients in another part of the country by telephone or in video-conferences, they focus on trying to understand her pronunciation and miss her message. Sue's boss calls for help for her.

3. Sara needs to improve her presentation skills to be able to keep her job. Her company course on presentation skills was very poor, and Sara wants one on one coaching.

4. Pablo is a leader, and he wants training in how to get more ideas from his team. He
also wants to be a more effective communicator with them. He wants executive communication coaching.

If one or more of those situations describes you, you want a speech coach who is a great communicator herself, who is experienced and is professionally trained. One example of such training is a master's in speech pathology with experience in the sub-specialty of corporate speech pathology. Such a coach has scientific background in anatomy and physiology of how we talk, as well as experience in applying this to the corporate environment. Ideally the person will have the initials CCC-SLP after his or her name.

Business Speech Improvement provides intensive, targeted coaching in verbal communication skills. Visit www.BusinessSpeechImprovement.com for more details!

Shy at parties? Three tips to help

Many people feel hesitant to walk up to a stranger and start a conversation. Many years ago, people would be introduced by mutual friends, who might stay long enough to make sure the conversation was going well. Now, people start talking with others often without any help.

Here are three tips to make this easier. First, consider the goal of the conversation. Are you trying to make a new friend, determine if someone is a good business prospect, or
find out delicately how a new hire feels about a potential "hot topic"?

Plan a series of 3 -5 questions around this goal. If you want to make a new friend, ask how the person feels about living so close to the sports arena or university, for example.

Then, if you want to consider staying in touch, ask for the person's card. After the person is out of sight, write something on the back so you will remember this person, and follow up with him the next day by e-mail.

Many more tips on making small talk, including how to start and gracefully end a conversation, can be found in the e-book "Small Talk: Connecting with Others" (www.BusinessSpeechImprovement.com).

Rate of speech and persuasiveess

Many people think of salespeople as "fast-talking". Does a faster rate of speech increase their (or your) persuasiveness? An interesting study by Caroline Jones, Lynn Berry and Catherine Stevens found that use of a normal rate of speech was more persuasive. They also found that talking fast reduces the ability of the listener to understand. This makes sense, because people who don't understand don't usually buy. Also, children and senior citizens process language more slowly than other people.

What do you do if you are a fast talker and want to reduce your rate of speech?
Business Speech Improvement (www.BusinessSpeechImprovement.com) offers a one day class on Speak Slowly! Speech Rate Reduction Strategies to be held July 9, 2010. It also offers an e-book on Six Simple Steps to Speak Slower. More information is at www.BusinessSpeechImprovement.com.

Give written instructions for your products or services?

If you produce a product or service and give written instructions to your customers or clients, do you TEST these instructions with a "naive" (new, ignorant) audience before assuming anyone can follow them? (This also applies to driving instructions to your office, which should be at the fingertips of employees answering the phone and on the website.) Testing these instructions with potential clients allows you to see how someone else interprets "easy" directions. If they misinterpret the directions, what do they do wrong, and how would they suggest it be worded better?

Doing this can save a company money, as fewer products will need to be returned by irritated customers, and the feedback on the company via Twitter, Facebook and other sources will be better.


Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive, customized training in communication skills. See our upcoming courses and e-books!

Connecting training in customer ervice to the bottom line

Three people were standing in a line at a discount store, and the store was about to close. The clerk suddenly announced that she had to take a "lunch break", and would only help the first two customers. The third customer announced firmly, "But I have been standing in line waiting for several minutes!" The second customer, not wanting to deal with the conflict and also furious with the store clerk, replied to the third customer, "I will go into another lane, and then you will get waited on." A few minutes later, the third customer had been waited on and saw the second customer still waiting at the end of another line. She mouthed the words, "Thank you!" and left the store. The second customer commented to someone nearby that she would not shop at the store again, and would tell others about the poor customer service.

Apparently the clerk had not had her break that shift, and, instead of notifying her supervisor, decided to close her check-out herself. If you were the manager, clerk or one of the customers, how would you have handled this situation?

Speak too fast?

One of the most common complaints about a speaker is that he or she speaks too fast, and can't be easily understood. Speech rate can be influenced by many factors, from the rate of the general culture (such as NYC) to a person's health status.

Speak slower! Speech Rate Reduction is an intensive one day workshop offered Friday, July 9th in Chattanooga, TN. It includes work-related speech simulations. This course is not suitable for people with such disorders as Parkinson's or other neurological issues. For more information, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes and scroll down to "speech rate and timing".

Cultural surprises in the workplace for new residents

New residents to the USA, whether here for a H1B visa or some other special status, frequently are surprised about our way of life here. It is not what they had anticipated.
One woman commented on our large, clean supermarkets with so many choices. A man was surprised about the fact that others in his workplace are not taking time to do social activities with him outside of work.

If you are a new resident to the USA, where are you from and what 1 thing surprised you most about our culture? It could be in the workplace or the community. Please share your ideas!

Business Speech Improvement provides intensive training in the pronunciation of American English, cultural awareness, executive communication and more. Visit www.BusinessSpeechImprovement.com for more information.

Checklist for assessming your company's communication skills

How well do your employees communicate? Poor communication can turn away prospective customers, frustrate employees, and cost your bottom line.

Rate your company's communication skills!

Check any statement that applies to your company. For some items, you may need to call the company from the outside and pose as a prospective customer or employee.

______1. Employees who are foreign-born and whose pronunciation is difficult to understand at times have all been offered speech training by the company.
The company understands this training can increase communicative efficiency and is very supportive to the employee's career growth.

______2. Local employees can all be clearly understood on the telephone and in presentations to people from other parts of the country.

______3. Employees who give presentations know how to prepare and deliver them effectively.

______4. Managers all have high levels of professionalism in their listening skills, and understand different communication styles.

______5. Sales staff and front desk staff have excellent skills in making small talk with prospective customers and others.

______6. Brainstorming sessions actually result in many new, applicable ideas.

______7. Employees consistently answer the telephone with a cheerful greeting, which is clearly pronounced and easily understood by a prospective customer.

______8. Employees all use standard grammar in speaking and writing, which promotes the company's professionalism.

______9. Employees can all state why their work is important to the company's mission or purpose.

______10. On performance appraisals, all employees receive acceptable ratings on their communication skills.

Key: For each missed area, visit http://businessspeechimprovement.com to learn about available coaching . Concise, practical e-books are also available at www.BusinessSpeechImprovement.com/ebooks.

Work in the US and have a strong foreign accent?

(American English) Pronunciation Improvement for Non-native Professionals is a three day intensive course on pronunciation. In some countries, this is called elocution or diction. This "immersion-style" course will be offered June 16 - 18, 2010; a second session will be taught July 2- 4, 2010.

The course is limited to only six learners, and will be taught in Chattanooga, TN.
For more information and to enroll, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Business Speech Improvement also offers courses on regional accent modification, executive communication skills, public speaking and other topics. Great speech makes business sense!

Regional Accent Modification Helps with National Business Contacts

Many people with strong regional accents who give presentations or speak with people on the telephone in other parts of the country feel self-conscious about their speech. They report that customers ask them to repeat themselves, tell them their accent is "sweet" or "just like my Grandma's". If they give presentations, they note that listeners notice their speech patterns so much that they do not necessarily focus on the speech's message.

One tip regional speakers can do is to listen to the news on a national TV channel to determine what sounds are produced differently, and try to speak that way.

Many speakers, though, need feedback and more specific recommendations on what to change, and how to do it. They need help to go through the stages of speech training.

Business Speech Improvement (http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes) offers group seminars on regional accent modification, as well as
Individual Speech Coaching that can combine accent modification with other skills such as
presentation skills or customer service skills.

Recruiting: Corporate first impressions in communication for potential applicants

As a manager, executive or recruiter, do you know what kinds of impressions your company gives potential applicants? For example, does everyone involved respond promptly, within 24 hours, to an applicant's resume being received, or to questions from applicants, especially in high-demand fields? When there is a problem and an application is not responded to in a timely fashion, do employees blame each other - in e-mails sent to the applicant - and thus feel OK about the situation, or does someone take responsibility and indicate "the buck stops with me, and I erred"?

If a valued applicant turns down a position, does anyone ask the person why the position was not accepted, so the company can learn from the situation? This can benefit the bottom line as the company develops a better system next time.

Business Speech Improvement provides training in Executive Communication Coaching, which includes training in employee retention and other communication skills. Individual speech coaching in this and other skills can be scheduled. For more information, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes.

Executive Presence: What Is it?

When you see a stranger coming into your company, at a meeting elsewhere, or even in a nice restaurant, what tells you that he or she is an executive? Is it well tailored and expensive clothes, elegant accessories, posture, diction, a commanding tone of voice, something else, or a combination of these?

Business Speech Improvement is conducting an informal survey of readers. Please answer the question and share your ideas!

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive, customized training in executive communication skills, accent modification, professional diction, sales communication, presentation skills and more! Both group and individual coaching are available.

Hate talking to strangers at a meeting or party?

Memorial Day is coming up! Have you been invited to a social event? Or maybe you are going to a professional meeting. In either case, you will get more out of it if you talk to strangers there.

Here are two tips to get you started successfully. Before going to the event, start by deciding what you and any other person there have in common. Then craft 2 sets of statements + follow-up questions relating to that commonality. For example, "This is a wonderful party! How do you know (the people who are giving the party)?" Another option is "I saw you at the X session at the conference. What did you think of the speaker?"

Listen for "free" information and follow it up with questions. If the other person says, "From my perspective as a resident of X neighborhood, this plan doesn't make sense, " ask about how the person likes living in that community.

Many more practical tips to start, continue and gracefully end a conversation can be found in "Small Talk: Connecting with Others" at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks.

Following Up: Establishing Trust

As professional persuaders, one of your most important skills is establishing trust with prospects, employees, and internal/external customers. After all, as one wag phrased it, "I don't care how much you know, if I don't know much you care." One way to establish that caring is by following up on your promises to get back to them on time, especially in the beginning. After all, why destroy a promising relationship that has barely begun?

If getting back to people on time is tough, write reminders to yourself on your planner or scheduler. You can also write notes on the back of their business cards about precisely what you promised to do.

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive coaching on sales and executive communication skills. Individual and group classes can be scheduled on request, and can include training for the "organizationally challenged".

Cultural Sensitivity: From the Other Side

It was a rare experience. Yesterday, in my own community, I was in the midst of a large group of people from many countries, and the mono-lingual English speakers were in a minority.
As people from other countries explored our cultural differences with representatives from local agencies and businesses, I heard an American voice saying, "They speak Spanish so fast! If only they would slow down so I could understand them!"

Do you work with people from other countries who have moved here? Do you want to help them feel more comfortable with our customs? "Coming to the USA: American Cultural Differences" is an e-book that may be perfect for your new employees! They can read it before they arrive here and be more prepared for their new communities. Find it at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks .

How to Leave Clearer Telephone Messages

Do you worry that your telephone messages are not reflecting your professionalism and may be hard to understand?

Start by saying your name clearly, and spelling it with keywords if you are not known to the listener. For example, say "Smith - S as in Sam, M as in Mary," etc. Many letters can be easily misunderstood on the telephone, so keywords are helpful. Say your telephone number slowly, so the listener can write it down. Give the message clearly, possibly starting with the major benefit or essential point. For example, "Please confirm you can come to the sales meeting at 3:00 today in the conference room so you will know the team's new sales strategy and your role in it." Then end by giving your phone number again.

Individual speech coaching, and group seminars in sales and executive communication are available from Business Speech Improvement, www.http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Business Speech : Persuasion

Whether your job title is manager, CEO, recruiter, therapist, or something else, you may do a lot of persuading in your job. How successful you are depends in part on two skills.

The first is your grasp of what someone terms "radio station WIIFM", or "what's in it for me".
Do you emphasize the benefits that will appeal to the other person first? For example, if you are recruiting someone, do you ask "what are you looking for in a position?" and then mention those benefits first? If you are persuading your boss, do you consider his priorities, whether increased speed or decreased costs?

The second skill is your ability to do what you say you will do, when you say you will do it. If you set a deadline of getting back to someone by 4 PM on Wednesday, do you do it, or call the person to explain the problem and set a new deadline? Ignoring your own promises teaches others not to trust your word.

Business Speech Improvement provides Executive Communication Coaching and Sales Communication Training. Both are available for groups and individuals. More information is available at http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes.

Communication secrets for better customer service

Communication is a crucial aspect of customer service. Think about all that can be done to make the service more convenient and effective from the customer's viewpoint.

Here are four techniques to use. First, never ask the customer to call back when someone is available. Always offer to take a message and make sure it gets to the right person. Do not have an outgoing message that promises to return all calls - unless you really mean ALL calls. If you promise to get back to the caller at a specific time or date, actually do so, because the caller may be waiting. Answer the phone in a cheerful tone of voice, and make sure your greeting consistently has clear diction so it can be clearly understood by the other party - even if you answer calls all day long. (After all, each caller usually only calls once on a given day.) How well does your staff do on each of these skills?

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides targeted communication improvement services through group and individual coaching, as well as e-books. Services include training in diction, accent modification, presentation skills, small talk, and more.

Rate of speech: way too fast!

A common complaint about some speakers is that they talk too fast. Listeners are left lying in the dust, figuratively, trying to understand these speakers. By the time the listeners figure out the speakers' message, the speakers are two topics ahead.

Speech rates varies in different parts of the US. New York City, for example, has a very fast rate of speech, while in some parts of the Deep South, it is much slower. A telephone customer service agent in NYC would be well-advised to slow his rate when speaking to a customer from many places in Mississippi or Georgia, for example.

Speech rate also varies with urgency, or in some cases, self-confidence. A person with low self-confidence may be worried someone else will not have patience to listen to him, so the speaker will talk faster.

A slower speech rate should be used when the subject is technical or complicated, such as when an engineer is explaining a complex problem to a customer who is in another field of expertise.

Speech rate can be overly fast due to certain speech or neurological disorders, and may be the first or most obvious symptom of them.

Easy things a listener can do to help a fast speaker are to show he has the interest and patience to listen. Sit down and give the fast speaker your full attention. If that is not enough, speak slowly yourself, to give the fast speaker a non-verbal signal to slow down. (Speaking slowly on an outgoing message for a phone often is very effective at slowing incoming speakers' rates, so you can understand them!) Lastly, you can directly ask the speaker to slow down, and explain whatever you did not understand.

Business Speech Improvement (www.businessspeechimprovement.com) provides intensive training in slowing speech rates..It also publishes an e-book, "How to speak slower in six simple steps", available at http://businessspeechimprovement.com/enabler/scripts ./category.pl?EBooks .

Speech improvement: How to pronounce American English clearly

Many highly qualified professionals from other countries live in the USA. Although they speak English, they have difficulty with our pronunciation, especially when under stress or in a hurry.
Listeners look at them quizzically, wondering what they said, and the speakers worry about limited chances for promotion because of their pronunciation. To make matters worse, Americans do not want to offend them by offering to help them improve!

To help resolve this, Business Speech Improvement provides intensive, professional training in American English pronunciation - in only three days of "immersion-style" training! Many companies agree to pay for this training and send their employees. Upcoming open enrollment classes of Pronunciation Improvement for Non-native Professionals are June 16 - 18, 2010 and July 2 - 4, 2010. The June class is perfect for those starting new jobs July 1st, or who need help as soon as possible. The July class is great for employees who do not want to miss work to attend!
Enrollment is limited, so visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Communicative competence, communicative confidence

That's a real tongue-twister, isn't it?

Can someone speak well and not feel confident about it? Why or why not? Can someone speak with poor clarity or have trouble choosing the right words to say, and feel great about it?

Does competence equal confidence? Share your opinion!

Business Speech Improvement provides training in many verbal communication skills for adults. More information can be found at www.BusinessSpeechImprovement.com.

Two things to listen for if you are self-conscious about your speech

Do you come from another part of the country and are self-conscious about how you sound? Do people ask you where you're from? Is this affecting your work or social life?

If you want to change your speech patterns, you need to listen to others whose speech you admire to find out what they are pronouncing differently than you. For example, they may say a certain vowel differently, or have a different intonation pattern or "lilt" to their speech. Record your speech and listen to it so you can analyze what you want to do differently. Start by saying the new sound in single words. (Use a dictionary to get a list of the words with that sound.)

A great set of speech archives of different dialects of English is at http://accent.gmu.edu/.

Professional Diction and Grammar/Regional Accent Modification is a intensive course offered by Business Speech Improvement. A rare Open Enrollment class will be offered in June, 2010. For details, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

How to ask the right types of questions when coaching

Coaching employees in your workforce is a way to improve their growth and development. Coaches who ask the right kinds of questions can improve critical thinking skills in their employees, and help them to consider more aspects of their work.

There are three types of questions to ask, closed-ended, open-ended and behavioral questions.
Closed-ended questions have two possible answers, such as "Do you have all the materials you need?" They are best for the beginning of the interview, to relax a nervous employee, and for when you need to take control of the situation (with an employee who rambles, for example).

Open-ended questions allow for many possible answers, and may start with when, how, in what ways, under what conditions, and many other terms. Examples might be "What do you suggest comes next?" and "How would you analyze this situation's strengths and weaknesses?"

Behavioral questions ask how a person handled a situation in the past, the outcome and what he would change if it occurred again (or what he learned).

When asking open and behavioral questions, it is very helpful if the coach waits a few seconds after the person has finished answering, to allow time for additional responses.

Business Speech Improvement provides training in Executive Communication Skills, on both an individual and small group basis. For more imformation, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Body Language and Caring

Do you really care about your employees and your work? If the answer is "yes", would people know that by watching your body language? I recently took 4 flights. On three of them, the flight attendants routinely (and boringly) gave the safety instructions, but looked at the passengers when speaking. On the 4th flight, the attendant recited the correct talk but looked out the window or at her lap the entire time. She appeared not to even care about what she was saying. If she didn't care, why should we, the passengers?

As a manager or leader, your body language is closely studied by your employees to determine whether you are satisfied, in a good mood, or otherwise approachable. Are you conveying positive or negative body language?

Executive Communication Coaching is a one day intensive seminar to be taught in a rare Open Enrollment class May 12th. The deadline for enrollment is Tuesday, April 27. Learn more about body language, listening skills and other crucial skills today's leaders need! Enroll today at http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Clients ask, "Why don't Americans help us?"

Many clients from other countries in the Pronunciation Improvement for Non-native Professionals seminar offered by Business Speech Improvement ask the same question: why don't native-born Americans help them improve their pronunciation of American English? In their native countries, their work groups naturally help the newcomers with various aspects of their job, including their communication skills. In the USA, though, native-born Americans are afraid this would offend their non-native co-workers; in addition, many people don't have the time or skill to know how to make corrections efficiently and effectively.

If you yourself or your valued employees want to improve your American English pronunciation,
learn about upcoming seminars at www.BusinessSpeechImprovement.com/accents .
What would better pronunciation do for you or your employee?

Giving a wedding toast this summer?

When you give a wedding toast, you want it to come off well. One great way to start is to say three adjectives that describe the couple, for example, funny, loving and adventuresome. Another is to start with a wonderful quote that describes them; if you can't think of any, use a search engine for a quote about weddings, strength, perseverance, or whatever.

If public speaking makes you nervous, get lots of great tips on reducing stage fright and giving presentations in the e-book Public Speaking: You Can Do It!. Another helpful e-book for weddings is Small Talk: Connecting with Others, to learn how to start, continue and end conversations with strangers. These can be found at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks Improve your skills and enjoy the event!

Hate talking to strangers at a social event?

Do you hate making conversations with strangers, from blind dates to people at conventions or other gatherings? Learn the "unspoken rules" to make it easier! One rule is to plan 3 questions, in advance, to ask people. Consider what you have in common with them, such as being at the same event or in the same industry, and base your questions off that. For example, "How do you know our mutual friend Bob?" or "What did you think of that speaker?"

For tips on how to choose someone to speak with, start and maintain a conversation, and end one gracefully, read the e-book "Small Talk: Connecting with Others" at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks
Practical tips , for "help in a hurry" ©!

Executives: "Listen" with your eyes

When you observe your direct reports, do you notice both the verbal and non-verbal behaviors?
For example, you may have a direct report who says she is "fine", but she appears exhausted.
How do you handle the discrepancy between her verbal and non-verbal behavior?

Usually, when there is a difference between verbal and non-verbal behavior, the non-verbal behavior is more accurate. Simply, it is harder to lie with non-verbal behavior. Ask the employee how things are going. If she does not mention the reason for her exhaustion, be more direct.
"You seem exhausted. Are things going well at work for you, or is there a problem I should know about?" Then be quiet and listen...it may take some time before the employee states what is really on her mind.

Listening is a primary part of a manager's job. Learn more about how to listen well at the one day lively seminar on Executive Communication Coaching, on May 12th. Enroll before April 27th at http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes.
Class size is limited, so enroll today!

What's the best way to learn to speak English better?

One of the most common questions I get as a communication coach from my professional clients from other countries is, "How can I speak better English quickly?" I then ask them, "How much time do you speak English now?"

Many times people from other countries only speak a limited amount of English at work or when in the community shopping. At home they speak their native language, and many of their friends are from their native country, so they speak that language with them as well. Some also take English as a Second Language classes, or for those more fluent, classes in a local college.

But the best way to learn a language is to surround oneself with native speakers of that language and actually speak it as much as possible. At work, ask to get on company or departmental committees, or get involved in your neighborhood association or a recreational activity that involves speaking. This is not selfish; when you speak better English, you will be able to help your children and spouse with their English as well. The more you speak English, the easier it will be. Many communities and some companies have free classes available for spouses as well to help them become more involved in their new communities.

For those from other countries who want to improve their American English pronunciation, Business Speech Improvement offers a three day intensive class on Pronunciation Improvement for Non-native Professionals. Visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes to enroll in the next session!

Executive Communication: Asking Incisive Questions

Two essential skills for executives are the ability to listen well - to both what is and is not said - and to ask the right questions. These questions help analyze the problem, consider the resources, consider and choose the best solution.

Executives were asked about what questions they considered when asked to evaluate a new project. A list of the best ones, along with many other communication techniques,  appears in the e-book Executive Communication Strategies.

What are some of the best questions leaders have asked in your experience that proved crucial to problem-solving? Please share them with our readers!

"Just say a few words..."

There are no words like "just say a few words" to strike panic into the heart of many business people. Many regard making a business speech as a very scary activity, because people can look foolish in front of their peers.

Like other skills, there are a few secrets to doing this well. First, whenever you think there is the slightest possibility that you may be called on to give an impromptu presentation, prepare a few sentences in advance, and practice them a lot. If you are called on to speak, only you will know this is not really impromptu. Second, prepare a few frameworks for what you will say in case you really do have to make an impromptu speech. Using these general frameworks, or plans, you can make speeches with greater comfort. Practice sample frameworks on general topics before you need to use them in public under pressure.

Examples of frameworks and other practical strategies are in the e-book, Public Speaking:You Can Do It! found at http://businessspeechimprovement.com/enabler/scripts/category.pl?EBooks .

Professionals: need to pronounce English better?

A businessman was speaking about a client of his who spoke English but was hard to understand. "By the time I understood the word he mispronounced, he was so far ahead that I missed important information." People from other nationalities work very hard to learn American English, but sometimes their pronunciation of it causes them problems. In addition, they also have to learn when NOT to pronounce certain sounds. For example, in the word "clothes", the "th" is silent. (Only English has a 'th" sound.)

Professionals wanting to improve their pronunciation of American English are invited to register for Pronunciation Improvement for Non-native Professionals, a three day intensive seminar May 3 - 5, 2010. The course is offered by Business Speech Improvement. Details are at http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes . The class size is limited, and early enrollment is encouraged.

Some American companies are willing to sponsor an employee for this course if the employee will request it. They know that clear verbal communication benefits both the employee and the company.

doing well in college

Many high school seniors at this time of year have received acceptance letters, and some know where they plan to go. Their parents, however, are looking further ahead. "Will my child know enough about general life skills to do well in college?" is what concerns them. The Portable Parent
(www.portableparent.com) is a unique e-book that provides parents a way to add their own unique wisdom to a pre-written text about more than 20 topics relevant to new college students.
Students upload the book and can access it when they are ready for the information - even if it's 2 AM. "Instant info, with a parent's insight, 24/7".

How's your "hello"?

When you answer the telephone at work with a simple "hello", what information about your emotional status are you inadvertently giving your caller? If the caller listens carefully, does he hear a brusqueness, a cheeriness, exhaustion, boredom, or some other emotion? When you call others, do you listen specifically for this information? If so, it can help you determine what to say next.

Sales and executive communication skills are addressed in both small group classes and individual speech coaching provided by Business Speech Improvement. You'll learn how to present a more professional front, as well as how to modify a sales presentation based on the other person' greeting. For more details on classes, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes

"CPR Speech"

Clients call Business Speech Improvement with some interestingly-worded requests. A few years ago, a supervisor called to ask if we would teach his employee "CPR Speech". Puzzled, I asked him to give me more information. He said he wanted his employee to learn to speak concisely, precisely and with relevance.

If you or an employee have trouble with this verbal communication skill, Individual Speech Coaching is available on request. The topic will also be covered in the Executive Communication Training open enrollment course offered by Business Speech Improvement. For a list of available courses, visit http://businessspeechimprovement.com/enabler/scripts/category.pl?Classes .

Are foreign-born professionals in the USA offended if their employer offers to send them to an accent modification course?

As a specialist in foreign accent modification, my clients tell me that they are very glad their companies send them to my accent modification seminars. "I want to learn to speak right," said one learner. Another client reported, "My patients understand me the first time I speak, after this course."

Many human resources, training and management professionals in the USA, though, are hesitant to mention the need for accent modification training. They tell me, "I don't want to offend my employee by saying he needs this course."

If you are a foreign-born professional in the USA or an HR/training/management professional, how do you feel about being offered such training? Do you think companies should or should not encourage those employees who are hard to understand, to take this training?

Business Speech Improvement provides intensive seminars on Pronunciation Improvement for Non-native Professionals. For more information, visit www.BusinessSpeechImprovement.com and visit the Open Enrollment section.

Connecting with Strangers

Are you uncomfortable meeting strangers? If so, you have plenty of company!
If you go to a meeting, party, convention, new house of worship, or other event where you need to make connections, try some of these tips from my e-book, Small Talk:Connecting with Others
(www.BusinessSpeechImprovement.com). First, look approachable. Be well-groomed, smile and show good posture. Look around for others who are alone and seeking someone with whom to talk. Make eye contact and smile. If the other person does the same, go over to him or her. When you get there, use the tips in Small Talk: Connecting with Others to start a conversation!

Is decision-making difficult for you?

Many managers and executives struggle with making good decisions. They often are concerned they have not considered all the angles. Here is a simple decision-making model for important decisions.

Consider PANOAPT: Positives And Negatives, Other options, Additional information needed, People/processes affected by the decision, Time-line for action.

If you are a CEO, manager or executive, what do you think of this model as it relates to your work or industry?

Business Speech Improvement (www.BusinessSpeechImprovement.com) offers individual and group training in Executive Communication Skills, as well as many other verbal communication skills.

New to the USA?

Whether you are coming to the USA as a visitor, an immigrant, a student, a professional or on a special visa, American customs may be different than you expect. Coming to the USA: American Cultural Differences, http://businessspeechimprovement.com/enabler/scripts/e_books. pl is a down-loadable e-book. It covers differences in time, writing dates, temperature, greetings, American workplace culture, and many more categories.

Visit http://businessspeechimprovement.com/enabler/scripts/e_books.pl to buy this invaluable
e-book today!

What can you say on that first date?

It's almost time for all those Valentine's Day events, where many people mingle and look for that special someone. Or maybe you've already met someone and have invited him or her on a first date. What do you talk about with a stranger?

Small Talk: Connecting with Others (http://businessspeechimprovement.com/enabler/scripts/e_books.pl) is an e-book with some answers! Learn about questions that are perfect for a new date. (For that matter, they are also great for going to any kind of social or business event.) This down-loadable e-book has great questions to get you talking!

Taking responsibility for a strong relationship

Are you taking responsibility for your part of a relationship, especially a new one?
If this relationship is important to you and worth continuing, are you both receiving and giving to it?

New relationships often fail because one person is having to do all the work. If the two are IMing or talking, one person is asking all the questions, while the other person is answering but not asking any questions. Other times, one person is making all the calls or arrangements for getting together.

Think of your relationships. If they are important to you, are you doing your share - but not all - the work?

Procrastination - Ways to Overcome It

How do people overcome procrastination on issues they feel really are important, but they just don't seem to get to? This topic often comes up in the Executive Communication Skills coaching offered by Business Speech Improvement to managers, supervisors, executives and other leaders.

Some ways are to 1) prioritize the most important items and put a list of them "top and center" on the person's desk or chair 2) have a "sticky" (paper or cyber) on the person's computer about dealing with the items or 3) think about the consequences of not dealing with the item, such as decreased grades, lost opportunities or increased financial penalties.

What's your favorite way of overcoming procrastination?

Pronouncing American English more clearly

"I want to speak (American) English better but I don't know what to do to sound clearer" is a comment of many of the clients of Business Speech Improvement. They (or their companies) are often calling about the intensive course, Pronunciation Improvement for Non-native Professionals. They or their companies are frustrated about the difficulty they are having communicating clearly.

This three day intensive course offers instruction that focuses on pronunciation. Learners receive an individual assessment and a customized program, which includes some professional vocabulary.

Open enrollment, company-specific and individual classes are available. For details, visit www.BusinessSpeechImprovement.com.

call from your college freshman

The calls from many freshmen to their parents go something like this,"Mom/Dad, how do I...
(get help in my math class, lengthen a term paper, get along with my obnoxious room-mate, give a good excuse for not doing drugs or drinking, get a cheaper ticket home, find private scholarships, check out a first apartment,etc)?" The Portable Parent (www.portableparent.com) has answers...and you can add your own to this pre-written book which provides "instant information, with a parent's insight, 24/7"!

Corporate consistency in customer service

Have you ever called a company twice, spoken to two different employees to get information, and been told the exact opposite by both of them? Obviously two people may use different words to convey the same information, but to a customer, it appears as if the "left doesn't know what the right is doing". The customer can then manipulate others to accept the version he most likes.

As a customer service manager, do you compile a list of the 20 most commonly asked questions, and make sure your reps all answer those questions the same way? This can increase customer satisfaction and reduce possible financial and legal issues later due to answer discrepancies.

Listeners' Body Language Can Affect Speakers

How do you as an executive, manager or supervisor rate your body language when you listen? Your enthusiasm (or boredom) can affect those who are speaking with you. When you as a listener appear bored, frustrated or angry, most speakers react in some way. On the other hand, when you seem eager to listen, that also affects speakers. Other listener behaviors such as drumming fingers softly on the desktop, texting under cover, or staring into space may be misinterpreted due to cultural or other reasons.

The first step in changing is to be aware of what you are doing, as if a mirror were located across the room from you. Then think about the reasons you act this way. If you are required to be in this meeting or listening to this speaker, challenge yourself to learn at least four things from the speaker so your valuable time is not wasted.

A Tale of Two Receptionists

It's amazing how non-verbal communication can convey a concept so different from words - and turn off customers! Today I stopped in two professional offices. Both were in the same industry, and both were busy. In one, the receptionist greeted me with smile and calmly asked me how she could be of assistance. In the other, the receptionist, who had been in another room, rushed behind her desk, said my companion's name, and barked out "We are SO busy today!" My companion apologized for disturbing her, she merely nodded, and we both felt uncomfortable giving them business!

What was the difference between the two offices? In the first, the receptionist appeared to think of us and to realize that her job existed because of the customers. In the second, the receptionist seemed to think only of herself and how overwhelmed she was.

What has your worst experience been with receptionists' communication?

New Year, New Opportunities!

It's New Year's Day; do you know where your goals are?? Many people choose to write goals, often one per topic relevant to their lives. These may include establishing relationships, health, career, hobbies, family, finances, and more.

The value of having clear, written goals was demonstrated in a Harvard study done in 1979. Read about the incredible impact of having these goals at http://www.lifemastering.com/en/harvard_school.html.

But my question is, "Where do you put your written goals so you see them and get the most impact from having written them?" Hidden goals may be out of sight, out of mind.

Share with me your most effective places to post those goals!