How to persuade, with one simple word

I recently received a long set of instructions to submit an item to a company. The instructions did not make much sense to me, as a consumer. Researchers know that one way to persuade people is to tell them a reason for taking a specific action. "You need to do this because _____" has been shown to increase people's willingness to take action. The reason chosen must be important to the specific listener. The next time you need to persuade someone, give a reason that will be meaningful to that person. For example, a young mother might welcome increased convenience, a teen might prefer decreased parental supervision, and a boss might be delighted by lower costs and higher output. "Because" is such a simple word, but it can have a powerful impact! Try using it...because it makes a real difference. Business Speech Improvement provides intensive coaching and concise e-books on many aspects of verbal communication.

Front line staff and your PR program

What are the first people prospective customers/clients/patients see doing to increase your organization's public relations?

In one healthcare organization I visited yesterday, the first employee I was directed to see appeared ironically to be very sick. When I asked her why she was at work, she told me that her department had let many employees go, and was very short-staffed. The next person I was sent to had her head down on the desk. When I expressed concern about her health, apparently conscious that everyone in a crowded waiting area could hear her, she self-consciously laughed and said she was mostly bored - despite the place being very busy. If this facility took such poor care of the front line employees, I wondered how they expected the employees to take exceptional care of their patients.

Regardless of your industry, how are you taking care of your front line employees? What are you doing to show them that you care about them? Are you teaching them the critical role they play in getting new customers or patients? Are you doing it with frequent spoken and written compliments, flowers, occasional free meals or gift cards, making sure they take time off when they need to, a career ladder to help them develop skills for other jobs, or some other method? Times are tough in many companies, but often without meaning to, front liners can derail your expensive public relations efforts.

Please let us know your company's efforts to make your front line team feel special!

What Do Your Customers/Patients Learn from Your Receptionist?

Your receptionist is a public relations specialist for your office. Prospective and current clients, customers and vendors see her attitude and wonder how it mirrors those of the rest of your staff. What is your receptionist conveying?

Memorable visits to professional offices showed one receptionist loudly complaining on the telephone to a friend about her job and another one giving directions to the office to a new client while gesturing to current ones lined up to see her that the telephone caller was crazy. What goes on in your reception area?

Business Speech Improvement provides intensive training in verbal communication skills. Convey the most professional image: check out the training options in coaching and e-books today!

A secret of employee retention - at no cost

A well-educated manager and single mother stopped before the displays of roses and other flowers right before Valentine's Day. She admired them and said sadly, "I wish someone would appreciate me!"

This woman works hard to make sure her employees and children feel appreciated. When was the last time her manager did the same for her?

Although Valentine's Day is about romance, everyone needs to be appreciated. Take time today or tomorrow to tell each employee (and colleague, if appropriate) one specific thing you appreciate about him or her. Maybe it's the fact that the employee reliably comes in early and makes coffee, or took time on her lunch hour to run an errand for the department. Maybe he corrected an overlooked error in your report, or did a rush job on that assignment. Whatever it is, make your praise specific, and frequent. Appreciated employees stay longer, and that's money in your bottom line. After all, wouldn't you like to feel appreciated by YOUR boss?

Business Speech Improvement (www.BusinessSpeechImprovement.com) provides intensive, targeted training in executive communication skills and other verbal communication skills. Check out the upcoming open enrollment seminars, individual coaching and e-books!

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!

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.

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!

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!

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.

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.

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!

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.

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!

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.

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 .