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.