From public speaking to business e-mail communications, your message must be strong and professional. Communication Steroids boosts the effectiveness of your presentations, media relations and public speaking.
If you are facing an adversarial audience, how do you create common ground? How do you diffuse any tension that may be present just because of your opposing views? Roger and Tim examine a number of situations where you may experience an unfriendly audience.
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Total Run Time » 11:54
Communication Steroids :: Show Liner Notes On This Date: 2008-05-12
Have you ever been called upon to deliver an extemporaneous speech? You know, the kind where you have just a few minutes to prepare?
It’s enough to shake most people to their core.
Of course, it depends on a number of things: your experience, the audience and the knowledge you have about the subject.
But in most cases, you should be able to come up with a coherent speech, one that not only sounds great (and prepared) but impresses.
Here’s how:
First, know WHAT you will talk about. Let’s say you’ve been called upon to update the board of directors on the new product release next week. You’re in charge of the development.
So that’s easy. That’s the topic: the new product development.
Next move on to the WHY of the presentation. In your case, the ‘why’ may be the fact that you’re in charge. You can outline the development. In fact, even though most of the audience may be aware of a lot of the backstory, it doesn’t hurt to go into a quick re-cap. You may still be able to provide insight into the topic.
HOW does it all come together? With the example of the quick speech to the board of directors, explain how it will wrap up, what the next move is, etc.
If you can come up with an EXAMPLE or STORY of the product development in action, add it it. It helps illustrate your points, makes the process real, and puts a human face on it.
So there’s your Instant Speech: just cook up the ingredients in the recipe and you have your speech.
Communication Steroids :: Show Liner Notes On This Date: 2008-05-12
Due to increasing requests for information on the programs that we currently have available here at Communication Steroids, we’ve posted a PDF file that you can easily download, print and reference at your convenience.
Grab the listing and a PDF of our bios at this page (opens a new window).
Communication Steroids :: Show Liner Notes On This Date: 2008-05-10
So you’ve given a few speeches. Now you want to get in front of more groups, because you know the more you do it, the faster you will progress and the quicker you’ll reach your speaking goals, whatever they are.
Where should you speak? There are a lot of options. Tim and Roger discuss a variety of speaking possibilities in our latest podcast.
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Total Run Time » 9:40
Communication Steroids :: Show Liner Notes On This Date: 2008-05-04
Communication is easy when everybody is on the same page…and when personalities and expectations mesh. Communication gets a lot harder when that big bad C word rears it’s ugly head…CONFLICT.
Whether it’s an upset or angry customer or a co-worker who just rubs you the wrong way, you can still maximize your opportunities using proven communication skills and listening techniques.
Today, let’s talk about the angry client.
The most difficult communication chore, for most people, is the angry customer…particularly the customer who believes, justified or not, that they’ve been wronged; and they’re emotional about it. Making matters worse; their initial contact has most likely been with a front line representative who may, or may not, be up to speed on dealing with this kind of crisis call. You know the reason to handle these calls with care. You know that most disgruntled customers don’t even bother to call; they just take their business elsewhere, and that those who do call might still be saved. Research indicates you can hang on to their business, IF they believe they’ve been treated fairly. Good communication can provide you the tools you need to turn the situation around.
Start with ACTIVE LISTENING. “Active listening” is real…and it works. Active listening emphasizes the search for meaning. In a business environment, it requires the listener to pay attention and to repeat back to the caller their key ideas, asking “Do I have that right.” Checking back in this way reassures the caller that they are being understood and that their issue is being taken seriously. That, alone, may defuse a potentially explosive situation. Often, all an upset customers needs is the opportunity to express themselves, and the sense their position is understood and their frustration appreciated.
You don’t necessarily agree with them, but you are listening attentively.
The active listener also pays careful attention to the caller’s frame of mind. In addition to understanding their words, the active listener also searches for emotional meaning and reacts to it. Active listening can be coached and it is well worth the effort and expense for the rewards it can bring to every member of your organization who is in contact with your clients.
Let them VENT. In a call-center situation most routine matters can be handled in minutes. But the angry customer is a special situation. They may take several minutes just to let out their anger and frustration. Let them. As we’ve already mentioned, just hearing them out is often all they need. When they’ve “wound down” use your active listening skills. Repeat back their main points asking, “Do I have that right?” Then VALIDATE their frustration. This validation isn’t a matter of affirming they are right and you are wrong. Even if they have misunderstood the contract, or the billing, or your services they still are frustrated by something. Validate it. “I understand how your billing, and the hard time you’ve had getting an explanation of the charges, could be really frustrating. It would frustrate me. Let me see if I can do a better job of explaining things.”
Give them OPTIONS: You may decide the situation requires an apology and a write off of some kind…fine. But, if you opt to continue to pursue your interest, there are ways to encourage the client to stick with you. One of the best is to make them part of the solution. If, for example, the issue is a disputed bill where you’ve explained the charges and the client, albeit grudgingly, accepts they are legitimate, give them several ways to square their account. Let them choose. If they feel they have some control over the outcome, they’re more likely to accept it.
Handling the angry client well is a win-win-win situation. The client feels understood and appreciated. The company salvages the business.
YOU gain confidence and stature. After all, anyone can handle the routine call. But the tough client requires professional care.
Communication Steroids :: Show Liner Notes On This Date: 2008-05-02
