Medical facilities spend a lot of money and effort on branding campaigns. Billboards, articles and the like all proclaim the superiority of their services. However, when staff contact prospective patients before their arrival, they apparently do not all have access to the patient's information, leading them to give varying answers to simple questions. The result is a confused impression in a patient's mind regarding staff's competency.
Branding needs to be carried over into customer service, so that everyone has information on a customer's record and documents a call for future use. Branding is not just a clever slogan; it should include leaving a solid impression of competency in a client's mind.
Welcome to the Verbal Image blog from Business Speech Improvement (www.BusinessSpeechImprovement.com)! NEW! To read our latest blog post, go to http://www.businessspeechimprovement.com/more/blog Bookmark that site and check back regularly! Please join the conversation about communication! What are your thoughts on the blog article you are reading? Comments in English are appreciated.
Saturday, October 25, 2008
Friday, October 17, 2008
Selling with Questions
Are you trying to persuade people to take a job, buy a product, or accept an idea? Try asking what they want in a perfect product or position before starting your sales pitch! For example, if you are trying to recruit a new employee, ask if the hours, benefits, chance to advance, the pay or some other aspect of the work is the most important. If you are selling televisions, ask about size, picture quality, ease of use or cost is most essential. Then start with that information. Your listener will appreciate the fact that you asked, and will listen closely as you address his most important concern first.
Saturday, September 20, 2008
Business Speeches - 5 Big Blunders
Five little words can strike terror in many executives' hearts. They are "just say a few words".
What are the five biggest blunders people make when they give an impromptu speech like that?
5. They start by saying they don't know what to say. This may indeed be true, but it is terrible for your image, and what audience wants to hear it?
4. They repeat themselves, often many times, in their presentation.
3. They say exactly the same thing as the other speakers, who were also asked to "say a few words".
2. They speak much too long. An unknown sage suggested,
"Be brief, be brilliant, and be seated!" A few words translates into 1-2 minutes, in terms of a speech.
1. They should have anticipated having to talk, and prepared something. (If they were not asked to talk then, no-one needed to know they were prepared, and the practice would help them for the next time.) If nothing else, they should have a mental outline of the three things they would say, such as why the occasion is special, thanks to all who helped, and what the audience should anticipate happening next for the cause or event.
We have all suffered through listening to politicians or other leaders who were inept public speakers. A little preparation on the part of the potential speaker can make a huge difference!
What are the five biggest blunders people make when they give an impromptu speech like that?
5. They start by saying they don't know what to say. This may indeed be true, but it is terrible for your image, and what audience wants to hear it?
4. They repeat themselves, often many times, in their presentation.
3. They say exactly the same thing as the other speakers, who were also asked to "say a few words".
2. They speak much too long. An unknown sage suggested,
"Be brief, be brilliant, and be seated!" A few words translates into 1-2 minutes, in terms of a speech.
1. They should have anticipated having to talk, and prepared something. (If they were not asked to talk then, no-one needed to know they were prepared, and the practice would help them for the next time.) If nothing else, they should have a mental outline of the three things they would say, such as why the occasion is special, thanks to all who helped, and what the audience should anticipate happening next for the cause or event.
We have all suffered through listening to politicians or other leaders who were inept public speakers. A little preparation on the part of the potential speaker can make a huge difference!
Tuesday, July 1, 2008
American Pronunciation Struggles
Over the years, many foreign-born professionals in the US have told me how they struggle with our pronunciation patterns. They tell me of the importance of excellent speech on their careers, and how they wished they knew what they were doing wrong with their pronunciation. The Pronunciation Improvement for Non-native Professionals class, in a mere three days, has helped many to make a significant change in their speech. The classes have a maximum of six learners each. All learners have their speech individually assessed, and get a customized program to follow.
As their instructor, I enjoy hearing the difference in their speech patterns before and after the class, and the new confidence they express in their pronunciation. They know better speech will make a difference in their lives and careers.
As their instructor, I enjoy hearing the difference in their speech patterns before and after the class, and the new confidence they express in their pronunciation. They know better speech will make a difference in their lives and careers.
Wednesday, June 18, 2008
Executive Communication: The Power to Lead
Are you a supervisor, manager or someone hoping to be promoted into a leadership position?
Are your communication skills needing some polishing?
Executive Communication: The Power to Lead is an exciting one day course which will cover topics that are vital for today's managers: listening skills, helping teams brainstorm using a research-based process that generates a lot of ideas, conversational dynamics, and more! This class is normally available only to organizations, but for one day, it will be an Open Enrollment class, so anyone can register and attend. The overall group will be limited to 12. The class will be held in Chattanooga, TN.
For more information and to enroll, visit http://www.businessspeechimprovement.com/clients.htm
People who cannot attend on that day, or who want training in other aspects of verbal communication, can enroll in a session of Individual Speech Coaching for full day classes.
Visit www.BusinessSpeechImprovement.com and click on accent modification. Scroll down for Individual Speech Coaching as an option.
Great speech makes business sense!
Great speech makes business sense, and this one day class is a
Are your communication skills needing some polishing?
Executive Communication: The Power to Lead is an exciting one day course which will cover topics that are vital for today's managers: listening skills, helping teams brainstorm using a research-based process that generates a lot of ideas, conversational dynamics, and more! This class is normally available only to organizations, but for one day, it will be an Open Enrollment class, so anyone can register and attend. The overall group will be limited to 12. The class will be held in Chattanooga, TN.
For more information and to enroll, visit http://www.businessspeechimprovement.com/clients.htm
People who cannot attend on that day, or who want training in other aspects of verbal communication, can enroll in a session of Individual Speech Coaching for full day classes.
Visit www.BusinessSpeechImprovement.com and click on accent modification. Scroll down for Individual Speech Coaching as an option.
Great speech makes business sense!
Great speech makes business sense, and this one day class is a
Sunday, June 8, 2008
Talking Too Fast
There has been considerable interest in the articles I have posted on my website, www.BusinessSpeechImprovement.com, on learning to talk slower. There are many reasons people speak fast. Some people talk quickly due to diseases such as Parkinsonism or bi-polar disorder, or to taking certain medications. A specific type of speech therapy has been shown to be effective in many people with Parkinsonism, although it does not help everyone. If the problem is due to medications, check with your physician or other healthcare provider about whether a dose or the medication itself can be changed.
Other people have a speech problem called cluttering. They are often unaware of the fact that they speak fast. Some people speak rapidly due to cultural influences, or because they think others will not listen to them if they speak slower. Some feel a fast rate impresses listeners.
Listeners, however, often get frustrated by not being able to understand a speaker. They may ask for a repetition of the information, or just not bother.
Rapid rates of speech can often be controlled, using a variety of training techniques. It is a wonderful experience to hear a person's rate of speech decrease so he can be clearly understood! For the speaker, it can be a real confidence booster to know what he needs to do to increase his clarity.
If you have a speech rate problem, how does it make you feel? What helps you control it?
Other people have a speech problem called cluttering. They are often unaware of the fact that they speak fast. Some people speak rapidly due to cultural influences, or because they think others will not listen to them if they speak slower. Some feel a fast rate impresses listeners.
Listeners, however, often get frustrated by not being able to understand a speaker. They may ask for a repetition of the information, or just not bother.
Rapid rates of speech can often be controlled, using a variety of training techniques. It is a wonderful experience to hear a person's rate of speech decrease so he can be clearly understood! For the speaker, it can be a real confidence booster to know what he needs to do to increase his clarity.
If you have a speech rate problem, how does it make you feel? What helps you control it?
Thursday, June 5, 2008
Your Front Line's Verbal Image
What is your "front line", the first people to talk to a prospective client or vendor, saying, and HOW are they saying it?
Research shows that 93% of the first impression is non-verbal, but based on factors such as tone of voice, rate of speaking, dress, facial expressions, etc. Only 7% of the first impression is based on words alone.
Today I spoke to a member of the "front line" of a multi-million dollar company, about working for them as a vendor. She answered the phone at 10 AM sounding bored and uncaring. A few minutes later, she said of the staff member to whom she referred me, "I think he does stuff like that." Her information about the staff member's responsibilities was very inaccurate, but her language was worse - it was appropriate for a first grader, not for someone who should have had some college background!
If you work in marketing or public relations, are your efforts being undercut by poor communication skills of your "front liners"?
Research shows that 93% of the first impression is non-verbal, but based on factors such as tone of voice, rate of speaking, dress, facial expressions, etc. Only 7% of the first impression is based on words alone.
Today I spoke to a member of the "front line" of a multi-million dollar company, about working for them as a vendor. She answered the phone at 10 AM sounding bored and uncaring. A few minutes later, she said of the staff member to whom she referred me, "I think he does stuff like that." Her information about the staff member's responsibilities was very inaccurate, but her language was worse - it was appropriate for a first grader, not for someone who should have had some college background!
If you work in marketing or public relations, are your efforts being undercut by poor communication skills of your "front liners"?
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