Archive for the 'rapport' Category

Lessons when communicating to senior managers: Don’t assume

Published on in rapport and treasure your audience. Closed Tags: , , , , .

One of the most important steps in preparing for any type of communication is understanding the motivations and burning issues for your audience. We call this “Treasure your Audience” and it’s step 2 in the 8 step journey of  The One Minute Presenter.

Two words that should be burned into your memory when it comes to communication is “don’t assume”.

Don’t assume that the audience has the same motivations this week as last week. Regular meetings can get into a rut – most people don’t bother to prepare in advance for them –  and if you don’t check what is top-of-mind for your senior manager this week, you may be missing opportunities to align your message with his interests. Or you may annoy or irritate him by focusing on the wrong topics. Ask checking questions before your presentation.

Samples:

“I am planning to cover A, B and C. Which area would you like me to cover in most depth?”

“Has anything changed from the last time we spoke? Would you like me to focus on any particular area first?”

Don’t assume that you know the motivation behind a question. Have the confidence to check-back and narrow the focus of a question.This will prevent you from answering the wrong question (from your manager’s perspective) and help you to only answer the question with the appropriate level of detail.  Don’t attempt to download everything you know on the topic of the question. Give shorter answers and allow your manager to make a follow up question.

Samples:

“Thank you for your question. Could I just clarify whether you would like me to go into A or B in more depth?”

“That could be covered from different perspectives. Which perspective would you like me to address first? X or Y”

Don’t assume that every audience can be handled in the same way. In many regards, every time you speak is an unique occasion. Even if you are speaking to the same audience at regular periodic meetings, they are in a different state of mind. They have different things on their mind, different current pressures and different immediate motivations.

Samples:

“We covered this issue in great detail last time, what extra insight would we like to cover this time?”

“What is your most burnign question at this moment in time.”


Always keep these two words close at hand when you are presenting and communicating. Assumptions are the root of most misunderstandings. The most confident communicators can push-back and check what exactly their manager or audience would like to get from the presentation.


Lessons when communicating to senior managers: A checklist

Published on in rapport, Resources and treasure your audience. Closed Tags: , , , .

I recently held a talk with professionals in Shanghai around how to communicate up in an organisation. Here are some of the learning points.

  • Don’t assume

  • Get to the point

  • Find common ground

  • Meeting before the meeting

  • Push-back with questions

  • Make the understanding explicit [let them know you understand what they want]

  • Use connecting questions

  • Break up presentations with intelligent interruptions (every 5 mins)

  • Journalist pyramid

  • Stay on track; be positive, bridge back [always have an agenda and an independent meeting facilitator]

  • Speak to outcomes [not process]

  • Hold accountability; who does what by when

  • Give your opinion; P-S-A

  • Problem- Solutions- Action / Recommendation

What else would you add?

How to handle mobile phones during presentations Part 2 of 3: “Incentives” to stop mobile phones ringing

Published on in Manage all Interruptions and rapport. Closed Tags: , , .

carrot_psfYou can read Part 1 on Ground Rules here.

“Incentives” to stop mobile phones ringing
A ground rule is only as good as the audience’s willingness to follow it. Mobile phones are such a personal device that many people will not cooperate or simply will forget to switch it to silent.  What can a business presenter do when a mobile phone goes off in a meeting – and still keep rapport with the audience?

In some Western cultures, presenters have tried this incentive:
“Anyone whose phone rings during a meeting buys a round of beers that night for everyone in the meeting”. In a meeting with many participants that is large motivator. The only opt out clause is if the person takes a call to close a big deal, in which case they would be expected to to celebrate the deal.

In certain cultures, the disapproval of the presenter or trainer can be a motivator.  The caveat here is that you have to know the line that you can’t cross with your audience. If you insult them or look down on them or become a dictator then you’re going to find it difficult to get things done with them.

One method is to stop speaking when the phone rings. This signals to the participants that you have been interrupted and can’t continue until the distraction is eliminated. Don’t call out the person’s name or even look in their direction. Keep calm and smile. When the phone is switched off, simply say “Thank you” and move on.

RESOURCE BOX

Warwick John Fahy is the international executive speech coach for senior executives, business leaders and entrepreneurs who need to influence clients, investors, shareholders and team members. His highly practical approach and deep cross cultural intelligence have made him a sought-after business presentation coach throughout the world.

Warwick is the author of the acclaimed book, The One Minute Presenter – 8 steps to successful business presentations in a short attention span world. For free executive speaking tips visit http://www.oneminutepresenter.com/blog

To arrange presentation skills training or coaching to build your executive presence visit this web site.

For a media interview call +86 1391 786 7502.

Copyright 2010 Warwick John Fahy All rights reserved.

Theater Rehearsals: What Executive Presenters Must Know Part 4 of 5: Step 4 : Tops and Tails

Published on in Create Your Connection, digital natives, presenter, rapport and You the Presenter. Closed Tags: , , , , .

To view the other steps in this series, see Step 1 “Script read through” , Step 2 “Run Through” and Step 3 “Cue to Cue”

Step 4 : Tops and Tails
The two most important parts of a presentation are the opening and closing. Both parts attract the greatest audience attention and are the best opportunities to deliver a takeaway message. They are often delivered at a higher level of authority and punch. Take the opening two minutes and rehearse as a stand-alone section. Record it and while listening to the recording, look for ways to make the delivery more impactful. Use crisper and sharper words. Make a closer connection to the audience with words they relate with. Likewise, repeat this approach with the closing. This is the final chance to convey the message and leave the audience with a positive impression.

Related articles:

iPad product launch: What Makes Steve Jobs a Great Presenter?

RESOURCE BOX

Warwick John Fahy is the international executive speech coach for senior executives, business leaders and entrepreneurs who need to influence clients, investors, shareholders and team members. His highly practical approach and deep cross cultural intelligence have made him a sought-after business presentation coach throughout the world.

Warwick is the author of the acclaimed book, The One Minute Presenter – 8 steps to successful business presentations in a short attention span world. For free executive speaking tips visit http://www.oneminutepresenter.com/blog

To arrange presentation skills training or coaching to build your executive presence visit this web site.

For a media interview call +86 1391 786 7502.

Copyright 2010 Warwick John Fahy All rights reserved.

Listen like an Executive – A three step process to improve your career progression

Published on in Connection, eye contact and rapport. Closed Tags: , , , .

listening-skills2 The popular TV show House features a genius doctor whose abrasive manner clashes with patients. It’s great entertainment although it’s amazing House doesn’t get sued every week! In Blink, Malcolm Gladwell showed how doctors with poorer interpersonal skills got sued more than doctors who were liked by their patients. Spending an average of three minutes more with patients and engaging them with active listening was key to not being sued. Listening is a key skill that all executives can improve. It may be the difference between the next promotion and a frustrating performance review.

Poor listening is costing business

Every executive position needs “good communication skills”, but very few stipulate that “good listening skills” are essential to the position. The high cost of not listening in business is not easily measured. But ask any executive about the management issues they face on a daily basis and poor listening skills are often at the root: A key client is upset when their feedback is not acted upon by your service team and now they are re-evaluating your account. Despite a long executive meeting, the CEO’s key messages are not implemented. A high potential executive hands in her notice unexpectedly hinting at the poor communication skills of her manager. The list and cost to business goes on.

Active listening is the key

As Ernest Hemingway said, “When people talk, listen completely. Most people never listen.” The reason why listening is a weaker skill is clear. At school, we are taught to speak, read, and write but never to listen. Good listening is not passive, it requires a leader to concentrate on listening intently and not drift away with thoughts of their own, especially if they don’t agree with the speaker.

The purpose of active listening is to show respect to the speaker, understand how the speaker is feeling and finally what are the facts that they are conveying. Speaker, feelings and content in that order. Nothing is more flattering than listening with 100% of your attention. In a short attention span world, how many times have you been speaking to someone who is glancing at their computer screen, mobile device or watch? Your opinion of them goes down and your productivity often follows. Let’s see an easy three-step process you can follow.

The three-step listening process

Executives who rise to the very top are those who realize communication is their job, not only a skill needed as part of their job description. Successful leaders depend on strong relationships and relationships are built on clear communications. Active listening is an essential part of the puzzle.

Step 1 : Listen with all your attention

Active listening requires both non-verbal and verbal skills. Make eye-contact with the speaker, adjust your body position so that you are facing the speaker. This shows your attention is directed to the speaker. While listening, you can nod your head from time to time. These all show respect to the speaker.

Listening is not a one way street. After listening for a while, demonstrate your understanding by using phrases like:

“You feel that your contribution to the project has not been recognised…”

“It seems like you need a fresh challenge…”

“As I understand it, you sound frustrated with our current renummeration plan…”

“It appears as if you have a point. Let’s explore this further by…”

“If I hear you correctly, you’d like to attend an executive training workshop…”

Step 2: Pause before you speak

While you are listening, avoid the urge to interrupt or finish the speaker’s sentences.

Before you respond apply the motto, “Put your brain into gear before you put your mouth into motion”. Pause before you speak. Take a breathe. Count to three. Ensure that you are not talking over the speaker.

Step 3: Craft your reply

Before responding, ask yourself, “Is it worth it?” A question suggested by executive coach Marshall Goldsmith to help you think how the speaker will feel about your reply. A listener should not outshine the speaker. Don’t alienate the speaker with phrases like:

“I knew that already.”

“I never experienced that when I was in the sales division.”

“Sure I agree, but have you considered the other side.”

“I don’t agree. That’s just your opinion.”


Remember that a good listener’s concern is to understand the speaker’s feeling and point of view on a topic. Good listener’s will take these feeling on board, acknowledge them and before giving a reply, think about how the speaker will feel. Sometimes a good listener will only seek to understand, and not respond in the heat of the moment.

While listening is an under-rated skill, the ambitious executive uses it everyday. Polish your listening skills by acknowledging the speaker and their feelings while understanding the content. Good listener’s don’t interrupt and they carefully craft their response. Top executives realize that their listening skills are the hidden key to their success and further career progression.

RESOURCE BOX

Warwick John Fahy is the international executive speech coach for senior executives, business leaders and entrepreneurs who need to influence clients, investors, shareholders and team members. His highly practical approach and deep cross cultural intelligence have made him a sought-after business presentation coach throughout the world.

Warwick is the author of the acclaimed book, The One Minute Presenter – 8 steps to successful business presentations in a short attention span world. For free executive speaking tips visit http://www.oneminutepresenter.com/blog

To arrange presentation skills training or coaching to build your executive presence visit this web site.

For a media interview call +86 1391 786 7502.

Copyright 2010 Warwick John Fahy All rights reserved.

iPad product launch: What Makes Steve Jobs a Great Presenter?

Published on in Create Your Connection, Deliver with Style, Events, interaction, presenter, produce your message, rapport and Visual presentations. 2 Comments Tags: , , , .
ipad
The new iPad
by Rebecca Hong

Steve Jobs is my favorite presenter for his ability to get his message across so clearly and effectively. I love listening to his commencement speech in Stanford University entitled “Stay Hungry Stay Foolish”. This morning I listened to Steve’s iPad product launch presentation. Steve Jobs proves himself to be a great presenter again. I would like to evaluate his presentation from a presentation skills perspective. I won’t touch upon the technical side even though I am fully sold that iPad is a phenomenal gadget.

Let me tell you why I think Steve Jobs is a great presenter.

1. Well-designed Structure/Organization

A great presentation starts by having a well designed structure/organization. So let’s first look at the structure of his presentation; the opening, body and closing. Please pay special attention to some very good transitions in between points.

Opening

Steve Jobs first overviewed of the company status-mainly good news about product sales and the large customer base. Then he threw out a question: “Is there a 3rd category device between a smart phone and a laptop?” The answer is: iPad.

Body

  1. Overview of what iPad can do.

Transition: “So that gives you a little overview of what the iPad can do, but it’s nothing like seeing it. So I’d like to show it to you now.”

Demo of what iPad can do.

– web surfing: New York Times, Buy movie tickets, National Geography

– emails

– photos

– calendar

– address book

– maps: Google Map

– video: Youtube, TV, movies,

II. Hardware features of iPad

III. 3rd party software features of iPad: App Store (presented by Scott Forstall, Apple Senior VP of iPod Software)

Demo of online game

Demos from several 3rd party software developers/content providers

IV. New App: iBooks (Steve Jobs back to present)

Overview

Demo

Transition: “Now, something very exciting: the iWork.”

V. App: iWork for iPad (presented by Phil Schiller, Sr VP Product Marketing)

Overview

Demo

– Keynote

– Pages

– Numbers

VI. Sync with iTunes (Steve Jobs back to present)

VII. Wireless networking in US and internationally

VIII. Pricing

First gave the product benefits: what iPad can do, Apps, iBook App, iWork App.

Then gave a price in pundits’ opinion: $999

Then shows the actual price: $499 and the more expensive models with higher capacity

IX. 3 Accessories

– a dock to view photos

– a key board dock

– a case for protection and serves as stand

X. Video of iPad

Closing

Echo the opening

Call for action: get your hands on it to feel it.

2. Subtle Salesmanship

Steve Jobs utilized this product launch opportunity not only to introduce the new product but also to persuade the audience to own it by adding many salesmanship lines. Let’s see how he made his sales pitch subtle but effective.

Example 1. After the demo of what the iPad can do, Steve said, “I have to say, though, watching it is nothing like getting it in your hands and feeling it right underneath your fingers.” This is to tell the audience that you need to own this gadget to really feel its charm.

Example 2. When it’s time to unveil the price of iPad, Steve first recapped the product benefits: what iPad can do, Apps, iBook App, iWork App. Then he didn’t tell the price right away. But to build some suspense and also contrast, he gave a price in pundits’ opinion: $999. Of course, the actual price is much lower: $499 for the most basic model and higher prices for other more advanced models. Here Steve used two skills. The first one is to mention benefits before the price so that buyers are reminded of the wonderful benefits of this product first and then are more likely to accept the price. The second skill Steve used is to give a higher price first and then the real lower price. This contrast of prices naturally makes the buyer feel the actual price is really low and it’s a great deal to get it at this price.

Example 3. At the end of the speech, Steve called for action to own this product. “So we’ve got a hands-on area next door, we’d like to get you to get your hands on an iPad because when you feel all this power, and this much fun and the internet in your hands, you will never want to go back.” This call to action is effective because it is not a hard sale. Rather it appeals to the emotions: the desire to feel, to have fun, and the need to try something cutting-edge.

3. Echo between the Opening and the Closing

When you first listen to the opening of the presentation, you might think that it seems a bit irrelevant to the main topic of this presentation, the iPad launch. But when you listen to the closing of the presentation, you will realize that actually the opening is well structured to serve as a set up for the closing. The opening’s main message of Apple having a massive customer base links to the closing message that this massive customer base is exactly the customer foundation for iPad and why iPad will take off strong in the market.

Let’s have a close look of how the opening and the closing echo with each other.

  1. Opening: “Everybody uses a laptop or smart phone… Is there a room for the 3rd category of device in the middle? Something between a laptop and a smart phone?”

Closing: “So let’s go back to the beginning. Do we have what it takes to establish a 3rd category product, an awesome product that’s in between a laptop and a smart phone…We think we got the goods. We think we’ve done it.”

  1. Opening: “A few weeks ago, we have sold our 25millionth iPod.”

Closing: “Because we’ve shipped over 75million iPhones and iTouchs, there are over 75 million people already know how to use the iPad.”

  1. Opening: “A few weeks ago, we announced that a user downloaded the 3 billionth application from the App Store.”

Closing: “Users have downloaded 12 billion products from these stores (iTune, iApps and iBooks), so we are at scale and we are ready for the iPad.”

  1. Opening: “We’d like to kick off 2010 by introducing a truly magical and revolutionary product today.”

Closing: “Now the iPad, if you can sum it up, is our most advanced technology in a magical & revolutionary device at an unbelievable price.”

4. A Strong Tagline

A good speech, no matter how long or short it is, should be able to be crystallized into a sentence or even a phrase, which we call a tagline. Steve Jobs gave this iPad a clear and strong tagline:

“iPad is a truly magical and revolutionary product.”

(Short version, used in the opening)

“iPad our most advanced technology in a magical & revolutionary device at an unbelievable price.”

(Longer version, used in the closing)

This longer version tagline perfectly crystallized the features of iPad: advanced technology, magical, revolutionary and the affordable price.

However, I do have some recommendation to make this tagline stronger. The problem with the current tagline is that it puts the focus on the most advanced technology, which is too technical oriented. I would recommend to change it to focus on its emotional appeal:

“iPad is a truly magical & revolutionary device with our most advanced technology at an unbelievable price.”

(recommended tagline)

The changed version puts the emotional appeal of “a truly magical & revolutionary device” as the focus in this tagline to make it more user oriented rather than technology oriented.

5. Well Paced Speed and Great Use of Pauses

If there is one thing that differentiates Steve Jobs from other great speakers, it is his speaking speed. Steve’s speaking speed is about 100-120 words per minute while a normal English speaker’s speed is about 210 words per minute. This means Steve is 50% slower when he speaks. Why does Steve Jobs speak slowly? Because he enunciates each word clearly and he takes time to emphasize the key words and messages. The effect of his slow pace is that audience will feel very comfortable following him without being rushed or missing anything he said. As a result he gets his message across successfully.

Here is an example of how he uses pauses effectively. When he made the statement that “Now the iPad, if you can sum it up, is our most advanced technology in a magical & revolutionary device at an unbelievable price”, Steve puts three pauses in this sentence to let the audience hear and get the three features clearly:

“Now the iPad, if you can sum it up, is our most advanced technology [pause] in a magical & revolutionary device [pause] at an unbelievable price [pause].”

6. Beautiful Selection of Words

Listening to a speech with beautiful words is like listening to a masterpiece of music. Steve Jobs is one of the speakers who carefully selects his use of words. He uses many adjectives in his presentations and metaphors to create mental pictures in audience minds.

Example 1. “This is around 18 months since its inception, 3 billion applications from App Store.”

Example 2. “The e-book app. Amazon has done a great job of pioneering this functionality with Kindle and we are going to stand on their shoulders and go a little further.”

7. Show of Emotions

A good presenter connects with the audience on a personal level by expressing his own emotions. Steve Jobs is such a presenter. Here is a good example: “We just ended our holiday quarter, our 1st fiscal quarter of 2010, with $15.6 billions of revenue. I don’t even believe that!”

8. Repetition of Key Lines

Steve Jobs knows the power of repetition to strike his main messages in the audience minds. Here are two examples:

Example 1. “By revenue, Apple is the biggest mobile device company in the world now… Apple is the #1 mobile device company in the world.”

Example 2. “Now the iPad, if you can sum it up, is our most advanced technology in a magical & revolutionary device at an unbelievable price.” (repeated once)

9. One Message per Slide

In all Apple’s presentations, you will see what it means to have one message per slide. Besides, the most important message is put in bigger font while narratives in smaller font. Here is one example:

Sample slide:

50,000,000

Visitors last quarter

10. Never Forget to Promote the Company/Brand

Steve Jobs smartly utilized the product launch opportunity to promote the company and build up its Apple brand. Here are two examples.

Example 1. In the beginning of the presentation, Steve Jobs gave a positioning to Apple: “Apple is a mobile devices company. That’s what we do.” If you think Apple is just a digital appliance company, then after listening to this speech, you know that to be specific, Apple is a mobile devices company.

Example 2. At the end of the presentation, Steve Jobs reiterated the competitive advantage of Apple: “We’ve always tried to be at the crossroad of technology and liberal arts, to be able to get the best of the both.” This is what differentiates Apple from other technical companies.

So the above ten skills were demonstrated by Steve Jobs in his 1.5 hour iPad product launch presentation. Steve is a role model as a highly effective technical presenter. But only seeing is believing. So go to www.apple.com to see it with your own eyes and listen with your own ears.

Rapport Tip: The eyes have it! Keep your audience’s attention with your eyes!

Published on in Connection, eye contact and rapport. Closed Tags: , , , .

eye-contactWhen it comes to making a connection with your audience, the first tool  to use is eye contact. Rapport cannot be maintained without eye contact.   Imagine you were on a date or business lunch with an important client. What would the other person think if you never looked at them or made eye contact?  What impression would you be giving them?

In an international business context, eye contact is an  essential sign of confidence, trust and honesty.  Not being able to maintain eye contact indicates uncertainty.  So how long should you hold eye contact?  There are cultural and gender differences that you need to consider. Western audiences are more comfortable with direct clear and longer eye contact while Asian audiences might feel intimidated if your gaze is held for too long.  In more conservative Middle Eastern cultures it may be better to not focus on the female audience members.

As a presenter you need to project your sincerity and confidence at all times.  First, think about the size of your audience. For small group presentations where you can see your audience very clearly, you can deliver one idea or one sentence to each person before moving on. Around three seconds seems to be a good time to engage their attention.  With larger groups (over 50), you will need to focus on areas of the room. So recently I presented to a group of around 60 hotel general managers sitting at around 8 – 10 tables.  I focused on each table, delivering one idea or sentence before moving onto the next table.

The benefit of this is that every member of the audience feels like you have spoken to them directly several times throughout your presentation. This personal connection is essential to maintain the rapport and to ensure their attention is focused on your message.