Using local expressions with non-local customers?

Using local expressions with non-local customers?

A luxury hotel asked for help because guests were confused by some interactions with staff members. The staff, such as room attendants and front desk staff, were using local expressions which the guests did not understand.

Examples were "mash the light" (meaning "turn out the light"), put it up (meaning "put it away),  "bless your heart" (which has different meanings depending on the situation and the speaker's tone of voice) and "turn at the red light" (meaning "turn at the light, regardless of whether it was red or green"). A manufacturing operation in another town had problems when staff used the expression, "I don't care to" (which meant there  that  "I'm happy to").

Local expressions are fine if your listener is local, and a native. Otherwise, the use of local expressions can be a communication impediment; listeners can be confused or misinterpret them. In situations where the listener is in pain or sick (such as medical facilities),  traveling , in a luxury facility (such as an upscale hotel) or otherwise stressed, the use of local expressions is not appropriate for conveying a professional message.

If your staff is using local expressions, the first thing to do is to compile a list of the local expressions and their intended meaning. Newcomers to the area can help you identify such as expressions as they will notice them more easily. Then write the standard English meaning next to each expression and explain to the staff that standard English needs to be used on the job with customers to get the message across clearly. So, get out your "ink pen" and start writing!

Business Speech Improvement provides intensive training in verbal skills, and consults with businesses in many industries on improving communication skills.

American English Pronunciation: Which "th" sound ( ø or ∂) do I use?

                          

English has two "th" sounds, and there is a phonetic symbol in the International Phonetic Alphabet for each one. Attendees in the seminar on American English Pronunciation Improvement for Non-native Professionals often ask me which "th" sound they should use for a given word.

If the word has a long vowel sound, use the voiced "th". An example is the word "bathe". If the word has a short vowel sound, use the unvoiced "th", as in the word "bath". If you are not sure,  use whichever sound comes naturally!

 

For more on Business Speech Improvement's seminars and e-books on verbal communication, click here.

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!

Better Business Communication Day: tips for better techniques

Monday, January 20th, 2014 is a very special day, indeed. It is both Martin Luther King, Jr Day and also Better Business Communication Day.

Dr. King's eloquence was remarkable, and his diction outstanding. He painted memorable "word pictures" in his famous speeches, enabling us to see his vision, and he had the skill of making memorable phrases.

If you have not listened carefully to his extraordinary "I have a dream" speech this year, do so - and focus on both his message and his technique.

Better Business Communication Day gives each of us the opportunity to reach a little higher towards those heights. Here are two techniques to use.

First, record your voice reading a paragraph, and then speaking to a family member or friend. (Alert them if you are recording them as well.) What do you want to change about your speaking skills? How are your diction, phrasing, persuasive abilities, and rate of speech?

Second, set a three week improvement goal, which is short enough to keep you motivated. Are you going to say a certain sound better, learn how to overcome a fear of public speaking, be able to speak slowly when leaving a telephone number for someone, or something else? There are many resources available online to help you achieve these. For example, there are pronunciation buttons on online dictionaries which will help you pronounce many difficult words.

At the end of that time, record yourself again to listen to the difference.

Speech coaches can make speech improvement easier and more efficient, providing crucial feedback and exercises. Business Speech Improvement offers coaching in diction, presentation skills, accent modification, speech rate, and also economical e-books that are available 24/7. For details, click here.

Responding to a Compliment

Some people have difficulty responding to a well-earned compliment. They may not like to accept praise, may not feel they earned it, or feel embarrassed by the compliment because they consider themselves humble. Nonetheless, a compliment is a verbal gift, an acknowledgement that someone has noticed and considers your action to be praise-worthy.  As such, the proper response is a simple, "Thank you!" 

If making small talk is also difficult for you, the e-book "Small Talk:Connecting with Others" explains small talk's big impact. It also gives you tips on starting, continuing and ending a conversation with others. Get this helpful e-book here.

Decision-making: A vs B - What if There's a C?

                         

A favorite technique of people who want you to make a decision is to offer you two choices, A or B.

Professionals in many fields use this method. Do you want to meet on Monday or Wednesday at 2 PM?

Do you want to try treatment X or Y? Do you want to study your spelling or your history first?

Think beyond the box, though. Consider if there is a third option that for some reason the person is not mentioning.  For example, in the case of a medical treatment, is there a third process such as physical therapy that might be an equally effective option for a given problem?  Is there some reason the person is only offering you two choices and has not mentioned a third one, such as a business person having a financial interest in the two options discussed?

This critical listening question is similar to the 10 that are discussed on page 16 of the tip-filled Executive Communication  Strategies, the e-book you'll wish your boss had read! Learn techniques ranging from appreciation to critical thinking and persuasion, 18 different subjects in all. Find out more here!

Maintaining a Conversation: Don't Know What To Say?

Don't Know What To Say in a Conversation?

Have you ever been in a situation in which the other person is talking about something to which you don't agree (but you don't want to say anything), or you have no idea what he is talking about?

Sometimes a neutral answer is best. Great examples include, "What an idea!", "Oh my goodness", "Is that so?", or  even "I see".

"Small Talk: Connecting with Others" is a helpful e-book just packed with ideas on how to start, continue and graciously end conversations. It can be used for both business and personal conversations. To get it, click here.