Presenters: Are you making these 2 critical mistakes in your presentations?

Are you a presenter who is making these two critical errors when you give a talk?

I recently attended a presentation with a team of two eager speakers. They had carefully prepared for their talk, but were unaware of two major points.

The first speaker came up to the podium, stood away from the mike, and asked,"Can everyone hear me?" Most people with hearing loss will not admit to it. One brave person, however, said "no". Ironically, the speaker did not hear him.  The speaker spoke clearly, but the volume was soft because of the large size of the room and his distance from the microphone, which dissipated his speech's sound waves. To make matters worse, the microphone was a uni-directional mike, which worked only when a person spoke directly into it. The speaker, however, constantly turned his head and body to look at the PowerPoint behind him. At those times, he was almost inaudible.

The second speaker spoke more loudly, but also turned frequently to look at the PowerPoint. The PowerPoint had 14 lines of type in a small font on it. The room was large, and the words were very hard to read in the back of the room.

What could the speakers have done to prepare better?

First, they could have printed out their Power-Point slides and looked at them instead of turning to look behind them at the slides on the screen. Then, whether the mike was uni-directional or omni-directional, they would have been heard by the audience.

Second, they could have easily moved the microphone closer to their mouths.

Third, they could have used a maximum of seven lines of font in a large size per slide.

Ten thousand baby boomers per day are turning 65. Hearing loss is occurring in 33% of those age 65 and 50% of those aged 75 and older.  It is also now occurring more frequently in those in their 20's, for the first time in history. 

Presenters cannot afford to ignore possible hearing and vision impairments in their audiences.  Make sure you use a microphone, face forward so people can hear or lip-read you, repeat any questions or comments from the audience before answering them, and use large size font. These things are necessary to reach your audience!

For more practical and easy strategies to giving a professional speech, click here.

Leadership development: Effective Meeting Management

Your supervisor tells you to be at a meeting. It's a discussion, but several people in the group do all the talking.  The rest of the group is silent. The meeting leader does not appear to notice this.  What is the impact of this on the group, and on the bottom line?

First, some meetings are to share important news, not to discuss matters. That's fine - if it only happens rarely. (Sharing news can also be done by e-mail.)

Second, a leader who allows many people to sit silently during discussions may not know why there is so little participation, what the cost of this is, and strategies to change this.

People are quiet for various reasons. Among them is a lack of interest in the topic, a lack of new information to share because the topic is ancillary to their job (and they may not be appropriate attendees), a fear of speaking in public (and a group to these people is considered to be speaking in public), hearing loss and a lack of certainty as to what was just discussed, or other reasons.

The cost to the company of minimal participation is considerable.  There is a Cost of Meeting Clock, which determines the cost based on the number of attendees, average hourly pay rate, and length of the meeting. This determines the entire financial cost of the meeting. However, think about the amount of work that is not getting done because of the meeting, and the boredom factor of attendees who want to be anywhere but in that meeting. In addition, helpful information is not being shared among the attendees.

According to a new Gallup study, 50% of employees leave because of their supervisor. Often this has to do with poor leadership communication skills. Employee turnover is extremely expensive to a company, involving recruiting and training costs, as well.

What can a leader do to be more effective in eliciting participation at meetings? The solution depends on the problem's cause, of course.  To start, look at the reason for the meeting, and determine if the meeting needs to actually be held, or if an e-mail would be sufficient. Which participants really need to attend? Do they know in advance what to bring or prepare to talk about?

Does the leader know how to control participation by encouraging quiet people to talk, and talkative people to give others a chance to contribute? 

Techniques to resolve these issues  with meetings can be found on pages 10 - 11 of  the e-book, Executive Communication Strategies. On other pages, you'll  learn about Customer Services/Persuasion, Decision Making Paradigm, Questions Leaders Should Consider, Professional Listening Skills, Public Speaking Techniques for Leaders, and more! Get Executive Communication Strategies now and find out the practical, easy-to-use strategies to improve your communication skills!

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

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

3 Easy Tips for Giving a Polished Presentation

You're giving a business presentation, a speech to your colleagues in your field, or maybe a speech to a civic organization. What can you do to make it better?

As a speech coach, I see many people make similar errors. Here are three tips to make your next presentation better.

First, practice the key words of your presentation much more than you think is necessary. Key words are the main points, "linked" to each other in your mind. If you link them powerfully, when you think of the first word, you will be then able to think of all the other linked concepts. Do not memorize the entire speech word-for-word; if you forget a single word, you may forget the entire speech!

Second, you have only 30 seconds to get the audience to decide to pay attention to you. Make sure every word in those first 30 seconds is important! Let the audience know why it is worthwhile for them to listen to you. 

Third, if a member of the audience asks you a question, repeat it into the microphone before answering it. This allows your entire audience to hear the question and gives you time to think about the question. 

You only have one chance to make a great first impression on your audience!

Business Speech Improvement can help you with speech coaching,  in-person or, in many cases, online. An e-book, Public Speaking: You Can Do It, is also available.

Be prepared for your next presentation; get speech coaching today!

Leadership Development: The Hidden Message and the Crucial Question

Have you ever received an e-mail or voice mail that seemed slightly odd from someone you thought you knew well? For example, you might wonder,
"Why did he ask me that? I just answered it!" Besides the possibility that the other person might not have received your e-mail, there could be a potential problem that the other person was tactfully trying to relate to you - if only you had asked, "Is there something else I should know about this?"

Sometimes a question is phrased in a certain way to request clarification of instructions, to get them in writing in case of a problem later, or to delicately alert the recipient that this question is of significant importance to at least one (and maybe several) people, for a reason you should know. However, the sender may want to assess your willingness to listen first, and thus is phrasing the question that way.

When in doubt, consider there might be an underlying message and ask the other person the crucial question: "Is there anything else I should know about this?"

Business Speech Improvement provides intensive training in executive communication skills for leadership development. For those who cannot attend, an e-book, Executive Communication Strategies, offers strategies in 18 vital aspects of communication.

The three most important functions of an effective manager

In his excellent book, Quick and Nimble, author Adam Bryant reports on a fascinating study done by Google, called Project Oxygen. The purpose was to determine the most important actions of effective managers. They went through an extensive observation, rating and analytic process, and arrived at 3 top actions. Effective managers' most important attributes, they found, were calmness and taking the time for one on one meetings with employees, helping employees think through problems by asking questions, and caring about their employees' careers and lives.

Think about the best managers you have had, or employ. Do you agree or disagree with the conclusions of Project Oxygen? How do you assess your leaders in these vital skills?

Business Speech Improvement provides coaching in verbal skills, including communication skills for leadership development.

Multi-tasking and the Non-verbal Message

The supervisor typed busily away on his computer, while his employee, who had an appointment with him,waited uneasily for him to look up. "Go ahead, I'm multi-tasking," encouraged the supervisor. The employee thought, "I even made an appointment with him, but he doesn't care  enough to give me his full attention."

Have you ever been in a situation like this? How did you feel when someone did not look at you and give you his full attention?

Many research studies have shown that multi-tasking is an ineffective way to accomplish your work. One study at Stanford by Clifford Nass shows that you may be 40% less effective when you multi-task. That does not even count the impact on others when you multi-task instead of giving them your full attention.

One leadership project had corporate leaders deliberately give others their full attention during meetings. They reported people were impressed enough to mention this to their peers.

Great speech makes business sense. Learn  18 crucial communication skills leaders need to be effective in their organizations, from the e-book, Executive Communication Strategies!

This is the e-book you'll wish your boss had read. Get it today!

Better Business Communication Day: the most important letter in "persuasion"

                             

        Better Business Communication Day: the most important letter in "persuasion"

Better Business Communication Day is January 20, 2014.  Much of business involves persuading others, or being persuaded (or not) by others. Here are some tips on how to persuade others, or to detect when others are trying to persuade you.

We persuade when we appeal to someone else's interests. For example, in his incredible speech, "I Have A Dream", Dr King spoke about the struggles that some of the listeners had gone through recently, such as coming out of jail. He also spoke about their common experiences in America.

In business, consider the concerns and needs of the person you are persuading. Does your supervisor want more prestige, lower operating costs, or higher productivity? Does your customer want less hassle, a more user-friendly device, or quicker service? These factors are usually grouped into more

(pleasure) or less (pain).

If you are being persuaded, try asking these four questions. First, what are the disadvantages to the proposed action? Second, do all the pieces of the proposed solution fit together, such as the vendors, time-frame, employee scheduling, and customer expectations? Third, ask if there is anything else you should know about this situation. Fourth, listen carefully for the persuader's emotional overlay, such as fear, excitement or frustration; ask how he feels about this and why. Then, say nothing for a few seconds. This will often bring forth additional information from the persuader.

So what's the most important letter in "persuasion"? Why, "u", of course!

This information is summarized from page 16 of the Executive Communication Techniques, an e-book by Business Speech Improvement. This tip-filled e-book offers techniques from 18 different vital communication needs of today's executive. Get the e-book now and be better prepared for work tomorrow!

What is the job of a leader?

                         What is the job of a leader?  

New Year's is a traditional time to reflect. As I begin another year of leadership, I am trying to define what the job of a leader is, and how I can do it even more effectively.
According to Max DePree, "The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant. " Theodore Roosevelt put it another way, "The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it."

Leadership to me is developing a plan for the future, selecting motivated people, coordinating and cheering on the team of workers, providing resources if needed, and staying out of the way while the workers figure out how to do their jobs.

What do you think are the 5 most important jobs of a leader?

Business Speech Improvement provides intensive, customized training in verbal communication skills. This includes executive communication skills.

Modeling: How to Increase Positive Behaviors in Business (and Life)

To see today's blog posting, go to our new site, www.BusinessSpeechImprovement.com/more/blog.

Modeling: How to Increase Positive Behaviors in Business (and in Life)
What behaviors would you like to see more of in your organization? For example, when was the last time your boss sent you a written compliment or thank you note? Never? How do you think it would have made you feel if he had? When was the last time he gave you a sincere, specific compliment about your work? You can't remember that either? Ouch! It's time to change that - even if you are at the bottom of the career ladder.
Picture yourself in a large parking lot, trying to make a right turn into the flow of traffic. Finally someone nice lets you into the line. If you (very carefully) look back a minute later, you are likely to see the car behind your nice "savior" is also letting someone into the line, and the pattern will repeat a few times.
In another example, you're at the checkout line in a crowded supermarket. You enthusiastically (and slightly loudly)  thank the cashier and bagger for doing such a careful job with your groceries. The next person in line is also likely to thank them. Imagine how great they will feel after this! Think also about the impact on their work behavior, and on their desire to stay in that job.
That's the power of modeling, of one person taking the time to demonstrate the positive behavior for others. All it takes is you complimenting someone else, for example.
If you are at the bottom of the career ladder, give a specific verbal compliment. (For example,
When you clean a floor here, it really shines! Thanks for your hard work!)
 If you are a manager, take a few minutes each day to write some brief and specific thank you notes. (For example, That report you wrote on the X Project was excellent! You clearly put a lot of time and effort into it, and made some excellent points I had not considered. Thank you for being such a valued member of our team!)
People work for more than money; they want recognition of their efforts as well.
In 2014, make a resolution to give at least one enthusiastic compliment a day. It's easy, it's free - and it has tremendous benefits.
Business Speech Improvement provides intensive training in executive communication skills. We also offer a valuable e-book, Executive Communication Strategies, on 18 vital verbal skills for leaders. It's the e-book you'll wish your boss had read!

5 Tips for Leading A Volunteer Project

Leading a volunteer-run project takes excellent leadership skills. Volunteers usually agree to participate in such a project because they want to be useful, want to connect with other volunteers on the team, or want to learn new skills. If something else takes higher priority in their lives, or they dislike the leadership of the team, they leave.

1. Plan your objective, time-frame, staffing, financial and equipment needs carefully, in advance.
If you ask team members to bring equipment or supplies, make sure what you request will be needed. They may have purchased something especially for this project. Carefully determine how many volunteers you will need, and what skills they should have, if any. For example, do you need someone with excellent skills in carpentry, baking, or writing? Announce the necessary number of volunteers and specific skills that will be needed in your request for volunteers. If your project is one that is suitable for families, are you prepared to include children of various ages in the work you are doing so they feel needed? Do not assume the parents will have brought toys for little ones to keep them busy, for example. If children under a certain age should not be there, for safety or other reasons, state that ahead of time.

2. If your team will work together only once, for a short time, how will you divide the work to keep all the volunteers busy, preferably all or most of the time? As leader of the team, use your expertise to keep others involved, in addition to doing some of the actual tasks yourself. Think of yourself as a juggler, keeping all the people busy simultaneously while also keeping everything on schedule. Look around often and see who is standing around doing nothing; find a task that person can do.  If a volunteer is bored, often he will think of other things he would rather be doing - and he will regard this time as wasted.

3. If your team will work together over a long period of time, ask each person to complete a volunteer information form beforehand. Find out if the person likes to complete short term projects which have a sense of closure, is detail-oriented, wants to learn new skills and has a special interest that might fit into the project, likes to do a small amount of volunteer work regularly, or can help but only during certain time periods, for example. Each of those types of volunteers can be invaluable - if you know their needs in advance.

4. Some volunteers get involved to seek recognition and praise. Frequent public or private praise, depending on what they prefer, is easy to offer. (If in doubt, praise them publicly.) For example, have a "volunteer of the week or month", and specify what the person did that was terrific! Possibly you can give them a small token of the group's appreciation, such as a gift card to a local coffee-shop, if that is appropriate, as well as a letter of thanks.

5.  If you are likely to need more volunteers, ask your current ones first what they most enjoy about doing this work. With their permission, use quotes from them as part of your strategy to recruit new volunteers via fliers or online. Also ask current volunteers if they know of someone they would enjoy having on the team. Either they or you can contact the person.

Business Speech Improvement offers training in executive communication skills, as well as an economical  e-book on this.  "Executive Communication Strategies" is a 21 page e-book concisely covering 18 different communication techniques for leadership. It's a book you will wish your boss had read! Click here to get it.

9 Easy Ways to Improve Employee Retention of Your New Hires

What are you doing as an organization to actively encourage retention of your new hires for their first year? Communication here, in various forms, is crucial!

New hires are the people who have the least loyalty to your organization. They have not built up a retirement account or pension with you; they usually have no great long-term friendships among the other employees or appreciation for how the organization helped them when things were tough for them a few years ago.

New hires know how to find jobs, and have fresh contacts among recruiters and other influential people. They will have no difficulty leaving for a better job elsewhere, if they are unhappy with your company.

New hires need a lot of training, from technical skills to corporate culture. It is very expensive to train them and difficult to watch them leave if they are unhappy. New hires'  first impression of your company should be an impressive one, where  a supervisor, colleagues and trainers communicate enthusiasm about their new hire and have a coordinated plan to work with the person. If a group of people (including people currently in that job less than 2 years themselves) thinks ahead of time about what a newcomer needs to know, there will be fewer episodes of "you should know by now to _____" or "someone should have told you when you started to __________" when in fact orientation did not include that information (or maybe a formal orientation did not even happen).

Provide new hires with a dictionary of acronyms and jargon used at your company and in your industry. One new hire walked into a staff meeting her first day, and was handed an agenda filled with acronyms. In addition, the person leading the meeting used many more acronyms. The meeting leader was aware of all her new staff members sitting there confused, but did not explain what the terms meant. She was in effect providing a negative first impression of her organization and wasting the time of the new hires. If a dictionary of acronyms had been provided, or the acronyms had been explained, at least they would have understood the subjects being discussed, and felt that somebody had prepared for their arrival.

Avoid hitting new employees with a tsunami of new information the first days. Teach them the essentials then, and then bring them back for more on a frequent basis. How much can new employees be expected to understand in a day?  Clearly, all the information they are given is not equally important for their job. In many organizations, each department representative is asked to present the most important information new hires need to know about that department. This includes many forms and procedures.

Later, some of the many department heads and others who presented information to dazed and overwhelmed new employees  made comments  to the new employees similar to these:
When I talked to your group at your orientation, I told you you must never do X; don't you remember? (Clearly the department representatives had no idea of how many facts, procedures and forms the new employees heard that day from many representatives, or how many such facts a person can recall.)

When you teach new employees how to use software, be prepared to give them their user names and passwords immediately.  This is especially true when the company uses several types of software and the employee may get confused between them. As one frustrated trainer scolded a new employee, "You were taught on your first day how to use that software; even though you didn't get your password for 4 months, you should have remembered what you were taught!"Adult learning doesn't work that way; how much would you recall from a detailed-filled course that was given that long ago and not referred to since then?

Focus on your new hires! Meet with them at least quarterly, and preferably monthly, to review their progress.  Ask them simply, "How are you doing? How can I help you?" Then...simply listen to them. If they don't answer, maintain a 30 second pause until they hopefully say something.  At first they may be reticent, as you are their supervisor. Keep asking, that day and on future days, until they trust you enough to ask for your help. Frequently praise specific details of their performance, and let them know how they can climb the career ladder or otherwise achieve their career goals. If you can give them a small raise sometime during the year, it will make a big impact.

Find out as soon as employees are hired what matters most to them: career growth, continuing learning opportunities, job security, team work, travel if related to work, or something else. Use that knowledge as you work with them.

On the first day the employees are at your company, ask one of their colleagues to take them to lunch (on the company nickel) and get to know them as people. Have those colleagues mentor them for the first month or so, checking in with the person frequently to see how he is doing and if he has questions.  Help the new employees make more connections, possibly through being involved in cross-departmental  teams or working on projects with various employees. Friendships help an employee decide to stay at a company.

Make a photo gallery of all the employees in a given department or in a small organization. Underneath their photos, write their names and job titles. Post this where the new employees can see it; it will help them learn their colleagues names' faster, especially if the organization is large,  operates on 2 or 3 shifts, or has employees (such as sales or training staff) who are frequently in other locales. It will also help the other employees' learn the new ones' names.

The Gallup 12 questions, as they are known, are powerful ones. Use them when an employee is hired, and then regularly to assess progress and increase engagement.
 
It takes a lot of work for a new employee to fit into a corporate culture and learn all that is expected.
Work to retain the new employees, or you will be training their replacements soon! Show them that you value their prior experience and ideas they bring to your organization. Take time to ask them to tell you some things that other organizations do differently, and which may help your company. Their fresh observations may help you understand what potential employees (and maybe customers) may see when they look at your company. If you ask for this information on an anonymous basis (maybe through a checklist) soon after they are hired,  it is possible that they will be more willing to tell you helpful negatives as well as positives.

For many more tips on powerful communication and leadership, get the e-book Executive Communication Strategies, by Katie Schwartz of Business Speech Improvement.    

Business Speech Improvement offers seminars on communication strategies for leadership development. Check out the details (including the agenda) now!

Leadership: Developing and Communicating Emergency Plans

What would you do - right now - if the electricity went off in your home or business? Do you know where the closest flashlight is, and have the batteries been checked in it this month? Could you find it easily in the dark? How would you cook or get heat? Are there people who are dependent on electricity for medical reasons, such as CPAP machines? If so, do you have a back-up generator?

Now consider the common emergencies faced in your workplace or home. Besides a loss of electricity, consider weather-related ones, medical, building repair, financial, personnel and legal ones (such as someone getting arrested).

Recently, a reader with expertise in emergency management asked his supervisor about the organization's emergency management procedures. The employee was startled to hear that the supervisor didn't know these plans, but referred him to the Human Resources department.

If emergency plans are not known to everyone - and practiced regularly - there is a major problem in communication. During a disaster, it's too late.

Ready.gov is a great source in the US for information on how to prepare for common emergencies.
Check it out!

Business Speech Improvement provides intensive training in executive communication skills.

The On-boarding Process and Your New Employees: 3 Questions to Ask and When

When a new employee starts, especially if there is only one starting at that time, the orientation or on-boarding process can be given little attention. The goal is to get the person to be a productive worker as fast as possible, so why worry about the "frills"?

The extra information presented, often at a slightly slower pace than warp speed, allows the newcomer to get acclimated to the company's culture and ways of doing things. On-boarding often occurs over a period of several days, weeks or even a year, depending on the complexity of the job and the amount to be learned.

After the new employee has been there a month, it's a great time to realize the employee may have ideas to share with his new employer - if the employer cares enough to ask. The employee may have worked for other companies with different ways of doing things, and may know a better way to do a process or project. He may know helpful websites, or have concerns about how things are done at your company. However, he is not likely to say these - unless a manager takes the time to ask these 3 invaluable questions.

1. You've worked at other places. Based on that (or what you've learned in school, if the employee is a new graduate), do you have some suggestions on how we might do things better? Every employee's ideas are of interest to us! We might not notice what we do, because we've done it so long or so often, but you as a new employee would notice these things right away.

2. Do you know of  non-confidential websites, great equipment or other resources that might be of special benefit to the company? If you find these, please let us know.

3. What information related to your job, the company or the industry would help you most at this time? Do you need training in a specific area? If so, do you know how to request it?

This is also a time to share some initial feedback with the employee, of positive things you have noticed. The employee then realizes that he matters to you,  that you notice what he does, and  he will usually try to please you.

Business Speech Improvement provides intensive coaching and e-books on various types of communication. If you found the above technique helpful, you'll definitely want to read Executive Communication Techniques, our e-book on many other practical strategies leaders can take to improve communication skills!

Customer service: voice of the organization

Do your front line staff know that, to the public, they are the voice and face of the organization? Do they have the communication skills expertise to showcase your company in the most positive manner?

In an interesting interaction, a visitor to a recreation facility stopped an employee and gently and tactfully made a suggestion. "Have you ever considered having more trash cans [at a certain location in the facility]?" she asked. She explained what she had witnessed with the trash situation. The employee then stated emphatically that more trash cans would not help but that she hoped the [departing] visitor would educate the other visitors near her when they littered. The visitor, sensing the employee was very irritated, then complimented the employee on how nice the facility in general was looking, and the employee smiled slightly.

Afterwards, the visitor realized that, despite the suggestion box near (with no suggestion forms in sight), the employee did not think visitor suggestions were of value to the facility - even when the suggestions could make her job easier. The employee was basically telling the visitor that she didn't want to hear anything but praise.

A better way for the employee to have reacted would have been to write down the idea and say she would take it to her boss, sounding as if she valued the idea. The employee could then have asked which sections of the facility the visitor enjoyed most, or a similar question to keep the visitor focused on the best parts of her visit. This would not have taken long, and would have ended the visitor's stay in a very positive way.

Think about your front line staff. How do you want them to view customer suggestions - as something positive for the organization, or as a nuisance?

If you value customer suggestions, how do you let your staff and/or the customers know this?
Do you act on the suggestions and let the staff and customers know,  reward them or take other actions? Please share your ideas!

Business Speech Improvement offers intensive coaching and also an e-book on communication strategies for leadership development. Poor communication is so expensive; learn practical strategies for improving your skills!

Leadership development and executive communication

This year, reportedly 40% of American workers are planning to leave their jobs, often because they dislike how their boss treats them. Are you one of them? Such a "brain drain" has dire effects on a company's profits, as it can be expensive to recruit, hire and train a new worker. In addition, the productivity of new workers is usually lower for a while. A smart solution would be to spend time, effort and funds on training supervisors to be more effective communicators. For many supervisors, a simple e-book just released, called "Executive Communication Strategies" would provide many strategies they could use. This concise new e-book offers many easy tips. Special ones include a list of questions smart leaders use when considering new ideas, professional listening strategies, conflict resolution suggestions, explanations of why many people do not speak at meetings (and what a wise leader could do about this), and even tips on how to let employees know you appreciate them. (After all, how did you feel the last time your manager told you what a great job you were doing? (If your manager has never told you this, do you want your employees to feel as unappreciated as you feel?) The basics of training strategies for adults, improving communication at meetings and much more are included. "Executive Communication Strategies" could be included in a leadership development seminar, an MBA course on leadership, or in private Mastermind groups to share new techniques. Great communication matters! Business Speech Improvement provides intensive coaching and e-books on many aspects of communication. Visit us today!

A vital question

When doing employment interviewing (on either side of the table), a vital question often goes unasked. The question is "Is there anything else I should know?" The corollary to this from the interviewer to the candidate is "Is there anything else you want to ask?" Many times, the interviewer(s)have prepared a set of thoughtful questions - but there may be other issues on the candidate's mind. The candidate may be hesitant to ask them because he assumes the interview is over. If the interview is an exit interview, a question to be asked might be, "Is there anything else the company should know about the reasons you are leaving?" Candidates who are resigning may have other issues on their minds that could prevent others from leaving as well. Sales meetings should also ask this question. The purchaser may have had poor experiences with a competitor, but be hesitant to say something. Perhaps there was poor service, problems with billing, a product that did not meet the company's needs, or some other issue. Taking a moment to get the issue expressed can lead to additional discussion that can benefit both sides. A coaching or delegating situation can also benefit from this question. Asking it makes the other party aware that there may be additional factors to be considered. So, your question of the day is "Is there anything else I should know?" Digging a little deeper can yield better results! What are your favorite questions asked by leaders and others to make people think a little deeper? Business Speech Improvement provides training in executive presence and communication skills for leadership development! Individual coaching and small group seminars are offered in this and other topics!

Leadership: The power of observation

As a leader, do you practice what you preach to your employees?

Recently a person in a leadership-training program for upcoming managers commented that he went to his manager to apologize for making an error. The manager got furious at him for his minor mistake. The person, who had gone on his own initiative, left very upset. To make matters worse, the manager gave a lecture the next day to the leaders-in-training about how to motivate employees and correct them as needed - and the suggested approach was a gentle, encouraging one.

If you were that trainee, what would you have learned from this experience?

As a leader, you know your employees are constantly watching your body language and noting your tone of voice. If you sound angry, even if it is due to another matter entirely, word will be passed to your staff very quickly that you are upset and they should stay away from you if possible. People trust your actions and tone of voice much more than your words.

If you are not conveying your desired message, communication coaching is available. Business Speech Improvement provides training in communication for leaders, accent modification, presentation skills and much more!

Leadership: Consider the Ripple Effect

When a stone is thrown into a pond, it causes ripples in all directions. When a leader considers an action, he or she must also consider the ripples, in terms of production, operations, staffing and scheduling, finance, marketing, public relations and more. What are the implications of the idea? What would be the best time-line to put the idea into effect, considering the needs of a team involving all relevant departments?

If a leader is coaching his employees, he should also ask them to consider the effects of their ideas, before telling him about the ideas. Employees would learn to consider all aspects, and less suitable ideas would be eliminated before talking to leadership.

Ripples can also be found in other business decisions. For example, if a mortgage lender decides to request additional information right before a scheduled closing, thus delaying a closing, this can cause significant ripples in the lives of those affected: the buyer and seller, the realtors, the utility companies that provide services, the moving companies that have to reschedule a move, etc.

If a small business owner decides to coach his top 3 employees to achieve more or do their jobs more effectively, and then later asks them to do the same for their direct reports, this can have a ripple effect too. Employees may become more enthusiastic about assuming new duties or doing them to higher standards. Retention may increase, as may employees' positive comments about the organization.

When you make decisions inside your sphere of influence, what ripples can they cause? What other groups' or departments' needs do you need to take into account? What impact could your decision have on others?

Business Speech Improvement provides intensive training in verbal skills, including executive communication, accent modification, diction, and more! Both coaching and e-books are available.

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!