5 Content Tips That Drive Action

Judith — Wed, 01 Feb 2012 15:00:12 +0000

Successful presenters are artists, masters of design. They carefully address each point covered in this article.

Convincing people to act on your ideas is an art. If you are one of the people who approach preparing content by opening PowerPoint, this newsletter is for you. What follows are five content tips that will help you to create high impact presentations. On the surface, they may seem too simplistic. The reality is that most people overlook these pointers and end up with content that is confusing or uninspiring.

Tip 1.

Take the time to know your audience. Don’t make the mistake of assuming they are just like you. People have different learning styles and clear preferences for the way information is presented to them. Begin by creating a list of all the people who will be attending your presentation. If possible, understand the personalities that you will be addressing. Know how they think. For example, are they more oriented to the big picture, processes, details or relationships? Learn ahead what they care about, what they might find objectionable or why they might resist your topic.

Tip 2.

Grab attention with a focused opening. You have two minutes to gain and hold the attention of your audience. If you waste time or begin without clarity of what you want listeners to think or do differently, you will lose your audience. They will begin to respond to email, even though supposedly listening to you. A study by the Institute of Psychiatry in London found that participants who were interrupted with emails performed worse on IQ tests than those who were under the influence of marijuana. Just imagine how receptive your audience will be if they are responding to email. Listeners only care about themselves and what you can do for them. Your opening statement should cover three things: what you know to be a problem or issue, what you want them to do or think after your presentation and why it will be a benefit for them to act on your recommendation. Hiding your “ask” to the end is a mistake. People listen better if you tell them up front these three key things. Your opening statement should be compelling and delivered in less than two minutes. Short sentences with strong verbs and adjectives will grab attention quickly.

Tip 3.

Present a simple, well supported argument. An audience has a limited processing capacity. Less is more! Researchers tell us that the most people can remember at a sitting are five key points. However, three really maximizes retention. While there may be a lot to say, consider your audience and what is critical for them at this particular moment. Discussing information they don’t care about is a waste of your time and theirs. Remember people are besieged by information. Additionally, today’s audiences are much more skeptical because they are used to people “spinning” a good tale. Be sure to support your data with metrics or analyses and explain where your information comes from. If your information solves a problem, your listeners will pay attention. If not, they won’t! In fact, Henry Boettinger in his book, Moving Mountains, says the only reason for the existence of a presentation is that it be an answer to a problem. Lastly, make sure one point logically leads to the next. Strategically, organize your content.

Tip 4.

Go for the heart. When people hold strong opposing attitudes, they “dig their heels in” and hold on to their old way of thinking. To overcome resistance, move them emotionally. Advertisers tell us that logic plays only a small role in changing attitudes. People are swayed by stories, examples and brief anecdotes because they can picture, and even feel, what you have said. Nobody remembers a bullet point list, but they will remember your story. The likelihood of listeners being persuaded improves dramatically when there is a high emotional component.

Tip 5.

Conclude on a strong note. It is easy to overlook the importance of a strong conclusion, especially if running out of time. Many presenters end on a limp note, by saying, “Thanks for your time” or by quickly showing the remaining slides in their deck. Your conclusion is the last thing people will remember. It is important for you to reinforce your point of view, the action you want people to take going forward and the benefits they will derive.

Successful presenters are artists, masters of design. They do not skip steps. They carefully address each of the areas covered in this newsletter. Save this newsletter to your desktop as a checklist.

Question: >Have you had presentations that were not successful? What have been the issues? We’re interested in your reaction to this article. We’re interested in your reaction to this article. What else have you found helpful when you have prepared for a large group presentation?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Make Your Difficult Callers Relax with the AAH Technique

Judith — Wed, 01 Feb 2012 15:00:03 +0000

When an issue is resolved, 70% of customers remain loyal. When the issue is resolved quickly and in a positive manner, 95% of the customers continue to do business with an organization.

Does this sound familiar? You pick up a call in cue in your normal professional manner and the caller on the other end of the line explodes. The person has been in cue for ten minutes, and when he does get a live person—you, he starts ranting and raving about his delivery problem, the second one he has had this month. It’s not your fault, but the customer takes it out on you. So the question is how to handle it. The solution is to just say AAH and to do it quickly!

ALIGN

Instead of defending yourself or ignoring what the caller just said by asking for the account number or tracking information, etc, the first step should be to align with that customer by acknowledging the problem or the inconvenience caused by it. Usually, when the caller hears that you are apologetic, it is difficult for the person to continue in the same offensive manner. The trick is to make the acknowledgement statement very specific and very sincere. It cannot sound phony. It is not sufficient simply say to say “I’m sorry” or “OK” An acknowledgement has to be more detailed or explicit.

An example of a strong empathetic statement might be:

“First, I apologize that you had to wait in cue so long, especially when you have such a serious issue. I am also really sorry you had a delivery problem. You say it was the second one this month? That’s terrible. That has to be frustrating.

With a strong acknowledgement statement, the customer feels you get it. He feels you are on his side. Once that happens, he becomes receptive to solving the problem in a reasonable fashion.

Tone of voice is critical for the statement to be perceived in a positive manner. The voice has to sound warm. You cannot rush. Thus, between each statement, you should pause for a few seconds and take a breath. The more you pause, the more sincere your voice will be. The more you pause, the more the customer will hear your words.

ASK

Disgruntled customers like it when you seem to want to get to the bottom of their issue. After you have aligned with the caller, then begin to ask some questions about what happened. If you ask questions before acknowledging, customers do not believe you care. They feel you just want to get rid of them. As you ask questions, be sure not to interrupt. They need to get their story out. Also, be sure to summarize what you hear periodically so that they and you feel you have the facts straight.

If the issue is your customer’s fault or, for example, the delivery service’s issue, make sure to choose your words carefully. For example, if the problem is because the customer placed an order late or didn’t pay the extra charge to expedite shipping, do not become accusatory. Do not lay blame. Speak in the third person. Do not start a sentence with “you.”

For example, if the problem was the customer’s fault, you might say the following.

“It looks like the problem is due to the time the delivery was placed. The pick-up times are regulated by Federal Express. The order was placed according to the records in the system at 4:30. Our last pick-up of the day from Federal Express is at 3:30, and, I don’t see anything in the system that says the pick-up was expedited. But let’s see how we can fix this.”

HELP

Customers want their problem resolved quickly so they need to hear that you are going to help several times in the conversation.

For example, you might say. “I know this is upsetting and you need to have this resolved quickly. I am going to help you get that delivery as soon as possible.”

If the issue is your company’s problem, determine what you can do to fix the situation and then go above and beyond. For example, offer to overnight the goods at no charge or to credit the account. When the issue is the fault of the company, the customer looks for freebies. If you can offer to do something for nothing, customers will notice.

When an issue is resolved, 70% of customers remain loyal. When the issue is resolved quickly and in a positive manner, 95% of the customers continue to do business with an organization. Over time, they have a tendency to spend ten times the amount of the purchase that dissatisfied them, if they feel the service they have received has been exemplary. By saying AAH, you increase the chances of satisfying the upset consumer.

Question: We’re interested in your reaction to this article.

How to Hire Super Stars for Your Call Center

Judith — Wed, 04 Jan 2012 08:22:38 +0000

The voice is the customer service representative’s calling card. There are five qualities that you should notice in the voice.

Call centers are the heart and soul of an organization. Customers form an impression of you and your organization within seconds based on the person on the other end of the line. If the first impression of a call center representative is positive, customers will be pleased and continue to do business with you. Their trust level will increase, and over time, they will purchase additional products or services. Conversely, if the initial feeling is negative, customers will broadcast their displeasure. With so much at stake, it is critical that you hire those with star potential.

First and foremost, conduct a phone interview before bringing any candidate to the company for a face-to-face interview. This phone interview will allow you to do three things:

Listen to the person’s voice without paying attention to body language.
Ask the person some critical questions.
Role play a customer interaction.

The voice is the customer service representative’s calling card. There are five qualities that you should notice in the voice. Your customers will notice them also, but on a subconscious level. As you listen to your candidate’s voice, rate each of the following qualities on a scale of 1–5, with five being the highest. The five critical qualities are:

Tone – Does the person’s voice sound friendly or sincere or does it sound bored, unsure, or strident? You should feel the warmth and enthusiasm in the voice immediately. If this ingredient is missing, take a pass on the candidate.
Volume – Is the person speaking too softly for the ordinary listener? If the majority of your callers are elderly or if they work in a noisy environment, volume is critical. A caller should not have strain to hear the rep, nor should the person have to ask the rep to speak up.
Speed – Is the person speaking so quickly that it would be difficult to take notes or to follow the explanation? If this quality is an issue, the rep will be kept on the phone a lot longer because callers will be asking the person to repeat. Additionally, they may ask to escalate the call, causing you personally problems down the road.
Clarity – Is the articulation or diction sharp? Is the rep saying all of the syllables in the word? Do endings fade? Are there lots of “ums” and “ahs.” If clarity is at risk, listeners will see the rep as unprofessional and not confident. They will also ask to speak to someone else or for information to be repeated, again lengthening the call. If English is the second language of the rep, listeners should not have to worry that they misheard.
Pitch – Is the voice too high or too low? If the voice is too high, credibility will be an issue. The rep may be seen as young or not confident. If the voice is too low, the rep can be seen as “grumpy.”

In addition to listening to the voice during a phone interview, ask the candidate some job- related questions and pay attention to the answers. Your overall impression should be that the candidate is well spoken and polished. Some possible questions are:

What is your perception of the job?
Why do you think you would be a good fit in our organization?
What are the steps you would take to calm an upset caller?
How do you personally want to be perceived on the phone?
How do you think you can convey a positive image?

If the candidate has performed well thus far, go further. Ask the person to describe a process or procedure. For example, what would be the steps the individual would take to buy a car or paint a room? Listen closely to how the person sequences ideas. Another possibility is to ask the person to role play a situation where you are an angry caller and see how well the candidate defuses the situation. Notice any negative or tentative language.

If the applicant performs well on the phone interview, your face-to-face interview will be a mere formality. Never pursue someone that caused you doubt. Trust your instincts.

Question: What leadership issues have you had with your global team? We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

Making It Stick by Keeping It Simple

Judith — Wed, 04 Jan 2012 08:21:46 +0000

With a limited number of key points, listeners have a better chance of remembering what we have said, and they can accurately share that information with others who have decision-making power or with those who missed the presentation.

We speak to be understood, yet as Robert Greenleaf once said, “Many attempts to communicate are nullified by saying too much.” When asked about information overload in the House of Congress, Representative John Brockmann responded “Most houseplants in the U.S. are killed by over-watering.”

Business Professionals today attend meeting after meeting where they are barraged with information. At the end of their week, they may remember only a small portion of the information they were told. Experts agree that if you want your message to be understood, as well as remembered, it is important to make it simple. In fact, simplicity is the most powerful tool a communicator has.

As speakers, we know a lot about our topics, and our tendency is to want to share everything we have learned. Our assumption is that people will have the same fascination as we do. Dan and Chip Heath in their book, Made to Stick call our problem of “over-talking” the curse of the information era.

Too much information overwhelms listeners. Instead of persuading, it creates confusion and often delays decisions. Ideally, a speaker should think in terms of sharing three key points with an audience. Dan and Chip Heath suggest that a speaker focus on his core message and around that, pick the key points that will change the hearts and minds of the particular audience. Information that is interesting to us, but not to the audience, falls on deaf ears. Thus, to make your viewpoint stick, the audience needs to see that it connects to their world on a granular level. For each point that you include, ask yourself “What would this mean to them?” If the answer is “nothing,” it’s a good indication that you should disregard the point.

When you think about expressing your points, remember that we convey ideas through nouns and verbs. Starkly naked points can be riveting. Adjectives and adverbs often add clutter. Demystify your ideas by stating them clearly and simply. Do not bury your points in long sentences or over-connect your ideas with clauses.

As speakers, we are actually rehearsing our audience to spread the “good news.” With a limited number of key points, listeners have a better chance of remembering what we have said, and they can accurately share that information with others who have decision-making power or with those who missed the presentation. They leave energized versus frustrated or bored.

Question: How many points do you typically discuss in any meeting? We’re interested in your reaction to this article. What else have you found helpful when you have prepared for a large group presentation?

Tell a Story and You’ll Connect

Judith — Thu, 01 Dec 2011 07:41:13 +0000

As you prepare for your next customer meeting, spend time thinking of one or two stories to make your topic come alive and to create a memory hook for your customer to share your idea or solution to others.

Most managers or executives begrudging attend meetings with vendors or salespeople. They look upon them as an interruption. The last thing they want when they are busy is more information about a product or service thrown at them. When they actually do meet with you, they are often distracted and pre-occupied- anything but focused on you. Afterwards, they quickly forget your message as they move to another meeting. Your job is to pull distracted executives into your world; otherwise, all your hard preparation is for naught. A golden opportunity may be lost forever.

A great way to engage multi-tasking decision makers is with a good story. People love stories. Since Biblical days, it is the way we have learned and retained information. By telling a story, your value proposition comes alive. If you aren’t already incorporating stories into your conversations, you need to get on the bandwagon.

The mistake that many of us make is to think our listeners want only the facts, the data. We assume we might waste time and annoy them if we tell a story. While managers do need the facts, the data becomes relevant or makes sense through your story.

Consider for a moment how many people like yourself your customer sees in a day or a week. Often customers get confused when so many companies seem to promise the same thing. The one that wins the business is not necessarily the one with the best solution. It’s the one that connects with the customer. A story can do just that.

Many people feel they are already using stories when they cite a case study or an example. While these do add color, the human or emotional element is missing. Remember, data is sterile, while stories paint a picture.

Stories have to be short-two minutes or less, and the link between your story and what your customer cares about has to be obvious. Your story has to be rich enough to keep your customer engaged from start to finish.

A good story needs a main character, someone with whom your listeners can identify. For listeners to visualize it, your story also needs a setting and some action. The action begins with an inciting incident and intensifies with additional difficult challenges your hero or main character must overcome. Finally, your story needs a strong ending or resolution.

If your story is engaging, your customer will connect on more than an intellectual level. Pay attention to the fact that there are three levels of connection. The first is to think, the second to feel and the third to remember. This third level is where you should aim. It is reached when you tie your story to your customer’s business issue. It enables your customer to repeat your value proposition to others after you walk out the door.

As you prepare for your next customer meeting, spend time ahead thinking of one or two stories to make your topic come alive and to create a memory hook for your customer to share your idea or solution to others. Remember, any event in your life can make for a good story.

Question: Have stories worked for you? What results have you seen when incorporating a story? We’re interested in your reaction to this article. What else have you found helpful when you have prepared for a large group presentation?

What to Do When the Customer Will Not Let You Talk

Judith — Thu, 01 Dec 2011 07:40:39 +0000

It is a mistake to think that the only thing that matters is fixing the problem quickly. Customers first need you to hear them and understand their pain.

How many times have you had customers who seem like they are on a rampage? They won’t let you talk or try to resolve the problem. They seem to repeat the same story over and over. Understanding why that happens is the first step to dealing with the issue. Typically, it is the result of four critical missteps on the part of the customer service or technical support person.

You didn’t take ownership of the problem. You never apologized for their inconvenience. You skipped an important step. You simply went right to accessing account information and details about what happened. When this happens customers assume you must not have heard. They start all over again, expecting you to say, “I am so sorry that happened to you.” Until you do, they may continue.
You got defensive. Instead of commiserating, you said something like, “We don’t guarantee shipping. You’ll have to call the carrier.” The last thing a customer wants is to make multiple calls. If you make the mistake of ever saying, “No one here would have ever said that,” the customer will automatically get combative and defensive. The person will continue to make his case again and again, each time becoming stronger and louder.
You said “No.” Customers hate hearing “No.” In this day and age, most customers feel we need to negotiate. Saying “No” without saying what you can do for them is deadly.
You seemed cold, non-caring. Tone of voice means everything to customers. If you seem aloof and only interested in getting on to the next call, they may continue to vent.

When you do have a customer that won’t let you talk, subliminal comments, such as “Oh, Umm, My Goodness or Wow,” work wonders and start to make the customer want to listen to you. They are door openers. When there is an opportunity, definitely enter the conversation with a statement such as, “That must be so frustrating” OR “You must be so upset. I am definitely going to help you.” You may need to repeat your offer to help several times during your conversation. When the customer gets that now you are listening and tuned into them, they start to become receptive.

It is a mistake to think that the only thing that matters is fixing the problem quickly. Customers first need you to hear them and understand their pain. Once you do that, you will see your conversation become productive and satisfying for both you and them.

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

Speak Up!

Judith — Tue, 01 Nov 2011 12:00:31 +0000

In a business environment, a stronger voice is taken more seriously. Make sure no one has to say, “I can’t hear you.” Learn to “Speak up!”

Soft voices are the bane of many people. As a soft talker, you may think it is not such a big issue. However, for your listeners, a voice that is not clearly heard is maddening. It causes people to interrupt or to tune out, especially if they are on a long conference call. One of my clients said, “When I can’t hear a speaker, I ask the person to speak up one time. If nothing changes, I begin to respond to email. I am not going to aggravate myself.”

Most people with soft voices feel it is just something they are born with, and there is nothing they can do about it. In fact, to them, their voice sounds plenty loud enough since it is bouncing off the gray matter in the skull. There are some solutions.

Typically, a soft voice is a badly produced voice. Breathing is often shallow and irregular. The person pauses for air, only when they run out. The solution is to breathe from the diaphragm. Practice taking in a breath while counting to five, holding that breath for a count of three and slowly exhaling for a count of five. Repeat five times.

Lie flat on the floor or speak in front of a mirror while your hands are above your head. The only way you can breathe from these positions is from the diaphragm. Now try raising the volume of your voice. Speak on your exhaled breath. Imagine that you are talking to people who are hard of hearing. Undoubtedly, you will have all the air you need to produce a louder voice.

Until you master diaphragmatic breathing, speak in short sentences. Often a person whose voice gets softer and softer speaks in very long sentences or they connect one sentence to another with “and, but or so.” Let each sentence come to a definite end. Then, pause and refuel.

Picture your voice on a continuum from 1–10. Most soft talkers speak with the volume maximizing at 3–4. If you are speaking from a speaker on the table in a meeting situation, your volume needs to be raised to an 8–9, particularly if there are others sitting around the table or remote listeners.

To monitor the volume of your voice, tape your voice regularly. Most cell phones have the capacity to record. Set your phone on your desk and stand up. Review and see if you can comfortably hear it. Next, move the phone further and further away and continue to raise your voice.

Use a headset when possible and move the mouth piece closer to your lips. Announce to others that you are working on increasing volume. Give people on the phone permission to interrupt if they are not hearing you well. After any phone conversation, ask for feedback on your volume from someone who will be honest.

Soft talkers aren’t born that way. Depending on the environment where you were raised, loud voices might not have been tolerated. You may have learned to dial down your voice over time. However, it is important to remember in a business environment, a stronger voice is taken more seriously. Make sure no one has to say, “I can’t hear you.” Learn to “Speak up!”

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

What Marv White Says about Making an Executive Level Presentation

Judith — Tue, 01 Nov 2011 12:00:11 +0000

Executive Level Presentations – It’s all about the ideas and figuring out how to execute on them.

An executive’s time is valuable. These individuals go from meeting to meeting. It is not unusual for them to have as many as 10–15 meetings a day. For Marv White, Chief Technologist for Innovation at ESPN, an entertainment sports programming network and formerly CTO of Sportvision, a sport and data content company that created the “yellow first and ten line,” it’s all about the ideas and figuring out how to execute on them. In interviewing Marv, he offered these suggestions on what a successful executive level meeting should be.

Come in with your ideas well thought out. I don’t want to try to figure out what the person is proposing. I want to get the point and get it quickly. I have a million things on my plate. Keep your ideas tight, concise.
Have the data that supports why your idea is a worth listening to. As the CTO, I am responsible for making correct decisions, investing wisely. If you are going to pitch to me, I need your points well supported. Don’t show up without the data. On the other hand, people may give me too many details. It makes it difficult to keep everything straight. Speakers who offer too much information usually do a bad job and go down a rat hole. Again, come in with your ideas well thought out. Think about what information I need to make a decision. Then, stop.
Show you understand who will be receiving this message. In the entertainment business, empathy for the viewers is critical. You absolutely have to get into the shoes of the sport fans. You must consider how this would relate or be perceived by a variety of audiences.
Don’t recite a script. I need to be engaged. Ask for my input, my concerns. I am probably going to interrupt you anyway. It makes a better impression on me if we are having a dialogue. I am not a big fan of monologues.
Winging it doesn’t usually work, unless you’re really, really smart. Be ready for some tough questions. Think about what I might ask ahead of time in order to decide.
Consider a “Show and Tell.” It’s OK to show me PowerPoint^®, but I am more excited by video clips or examples of devices, such as a hockey puck with electronics. I don’t hate slides, but often, it is just not the best way to present the information. Live demonstrations or animated computer clips really help to focus the discussion.
Be truthful. In this business, it is easy to indulge in wishful thinking. Be upfront, clear and honest, and you won’t go wrong with me. It is important that I stay on top of people’s projects. Tell me the milestones. What’s difficult or risky? What are the ramifications of not doing something? Be candid. Show me how your idea fits into the business.

Regardless of your industry, Marv White offers solid advice for making executive level meetings successful. Pay attention to his suggestions and you will undoubtedly have the advantage.

Question: We’re interested in your reaction to this article. What else have you found helpful when you have prepared for a large group presentation?

Inflection Matters!

Judith — Sat, 01 Oct 2011 14:00:28 +0000

Your voice is the best tool you have for convincing customers you can solve their problem and you value their business.

A voice with inflection is captivating and motivating. It commands attention and makes people want to hear more. A voice without inflection is flat, a monotone. An uninteresting voice bores, annoys and confuses those having to endure it. As you consider how you might up the bar in your customer service skills, record your voice and review it as if you were a customer. Is it a voice a customer would like to hear? If not, make a conscious decision to bring more inflection into your voice. Consider the following suggestions.

Sing in the shower. As ridiculous as that sounds, singing takes the voice from high to low. It helps to expand your range. Remember, it is a flat voice that customers find unappealing.
Read out loud from business journals or your company’s marketing pieces. Make sure you are saying all the syllables, especially the beginning and final consonants. Use your cell phone to tape your voice. If you are skipping over syllables, practice enunciating all syllables in those particular words. Redo until you hear a noticeable difference.
Practice stressing particular words in a sentence. For example, “I can imagine how annoying that must be” or “Let’s see what I can do to fix that for you.” In any one sentence, there should be two or three words emphasized.
Assess the length of your sentences. People with a monotone voice often speak in long sentences. Their voices frequently trail off as they conclude because they are out of air. Often, listeners ask you to repeat.
Read fairy tales to children or poetry out loud. The words of a fairy tale or poem will demand energy and vocal variety. Again, use your cell phone to tape your voice. Review what you hear.
Use your own internal voice mail system to monitor your voice. Before you leave voice messages for colleagues or customers, review them. Redo the message until your voice sounds interesting and sincere.
Assess the speed of your voice. If you speak quickly, it is easy for your voice to sound flat.
Listen to the newscasters. Notice how much they pause, how slowly they speak and how much they open their mouths. Assess whether you are doing the same.
Stand in front of a mirror and pay attention to how much you are opening your mouth and moving your lips. A tight jaw causes a nasal voice. Practice talking with a wide open mouth.
Keep a mirror on your desktop at work. As you speak to customers, look in the mirror. Pay attention to whether your face seems tense and how much you are moving your lips.

Your voice is the best tool you have for convincing customers you can solve their problem and you value their business. If your voice has inflection, you will be perceived as warm and friendly. You will make a positive impression and distinguish yourself from other service representatives.

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

Connection Matters

Judith — Sat, 01 Oct 2011 14:00:12 +0000

With solid eye contact, you instantly appear transparent and confident. You project sincerity and demonstrate respect.

How you relate to others matters when making a face-to-face presentation. What creates a connection with any executive, manager or peer, first and foremost, is strong eye contact. Sustained eye contact should begin the minute you walk in the door. With solid eye contact, you instantly appear transparent and confident. You project sincerity and demonstrate respect. However, remember that being nervous can cause your eyes to shift and dart. There is a big difference between glancing at someone and really connecting with them. Not only will poor eye contact make you appear unsure, but it may also result in you and your message being dismissed.

When you feel you are not on an equal playing field with others in the room, strong eye contact can narrow the gap. It can also help you to read other people’s reactions. If their non-verbal messages are positive, it will help you to relax. If the feedback indicates resistance, you can adjust your explanation accordingly. The beauty of giving strong eye contact is most people will likely return it, almost as if there is an obligation. Consequently, you will keep even the most easily distracted attendee engaged and focused on critical points. Sustained eye contact typically triggers:

Listening
Acknowledgment
Understanding
Trust

It is a critical skill for effectively communicating and building credibility. Never underestimate its importance.

Another way to intensify the relationship with others in a meeting situation is to allow your spontaneous sense of humor and playfulness to surface during the conversation. However, many people feel it is too risky and inappropriate on the job. When you leave your sense of humor at the door, you are missing a powerful tool for achieving your communication goals. Humor creates rapport and makes even the most senior executive more receptive to you and your message. A dash of humor can also help resolve difficult situations or defuse tension.

A lot of people think you have to be a comedian and tell jokes to convey a sense of humor, but that is not true. In fact, you should never try to be a joke teller. Rather, identify the types of things that make you laugh. For example, if you recently came across a funny quote, you might weave that into your conversation. If you notice someone appears confused, a humorous analogy or example may help clarify your point and alleviate frustration. Often times, real life is funnier than fiction anyway. An amusing story related to your topic rejuvenates interest when attention is lagging. If you poke fun at yourself, you convey that you are relaxed. The bottom line is people like to laugh. Business professionals are no different.

Connection also comes from being observant. If you know that someone in the meeting is devoted to family, a chocoholic or loyal New Yorker, the observant communicator would incorporate these observations into examples or analogies.

Lastly, those that know the importance of building a relationship use the person’s name throughout the conversation and the pronoun “we” to draw commonalities that subtly suggest you are just like them. “We’re both eager to see…” or “As you and I both know….” As the conversation intensifies, these little things matter.

Question: We’re interested in your reaction to this article.