Rarely, does anyone make it into the senior ranks of a company without being a terrific communicator. It just doesn’t happen. However, it is a mistake to think that the “C” Suite Executive is someone who, by nature, is good at communicating. No one is born a great communicator. That person honed his or her skills over the years. Here is what makes them great.

1. Senior Executives speak a lot. By the time, they move to the “C” Suite, they speak upwardly, downwardly and cross functionally constantly. Malcolm Gladwell in his book, Outliers, says it takes 10,000 hours of doing something over and over again to reach that expert level. Certainly, key executives have had many opportunities to speak and have learned from their mistakes. Do you shy away from presenting or do you look for opportunities to speak?
2. They get coached and are open to feedback. Just like an athlete, senior leaders typically are coached when they have an important message to deliver. They take the coach’s comments seriously, whether those suggestions have to do with inflection, eye contact or message development. They clearly want to be better and work hard at improving. How open are you to feedback? What is your level of commitment to getting better?
3. Their messages are clear and concise. They do not over-talk something. They are not ambiguous, but rather direct and to the point. The language in their messages is also simple, not couched in jargon or techno-speak. No one leaves a meeting wondering what they are supposed to do. Additionally, how they frame their message is never offensive or accusatory. What would people say about the clarity of your ideas? Do they ask you to get to the point?
4. They are good listeners and observers. Instead of pontificating, they listen in an attempt to learn more. They try to read people’s body language. They sense the attitudes in the room. They listen not only to the spoken message, but to the unspoken. How would you assess your listening skills? Do you talk more than listen?
5. Their focus is on their listeners, not on themselves. Winston Churchill was said to have spent a long time analyzing each person who sat in Parliament during the Second World War. Up front, he tried to figure the best way to approach them before delivering any speech. “C” Suite Executives also learn all they can about their audience and demonstrate through their remarks or questions that they know them. Do you take the time to develop rapport and are you willing to change a message if it isn’t in alignment with the audience in front of you?
6. They are honest and have integrity. Their reputation for always doing the right thing and making ethical decisions for their company precedes them. They are known as straight shooters. People trust what they say is the truth. How would people describe you?
7. They get personal. It is a rarity for a senior leader to stay at arm’s length. Typically, these people share stories about their wives, their children, the mistakes they have made or things they wished they would have known. They make humorous asides and let their real selves show through. People describe them as authentic, the real thing. How much do you let the real you show through?

While it’s true “C” Suite Executives are strong communicators, you can be also. If you take the time to embrace these seven key points and take getting better seriously, you will be noticed. You will become someone the company wants to represent their views or distill ideas to others. Your star will also rise.

Question: Think about your own communication style. What is something you need to change in order to be better? We’re interested in your reaction to this article.

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.

Most people feel they are unique. Before they can be receptive to your ideas or recommendations, they need to know you “get them.” As you speak to any individual or group, apply or link your points to the things they care about- and do it often! Do it at the beginning, middle and end of your conversation or presentation. Here are some tips and examples.

At the beginning:

Those first few minutes are critical because listeners make instantaneous decisions. The mistake that many presenters make is to begin by announcing what they want to discuss, their agenda. If you have ever said something like this, you missed an opportunity to connect. “Good morning, today I am here to talk to you about…. Beginning a conversation in this manner says it’s all about you, not them.  A better way to open might be to say something like this, “Good morning, we all know the economy has been brutal in Europe, and it has taken a big bite out of your profits.” However, as I review the numbers, I can see that there is a lot in your pipeline for this upcoming year. Is that still correct?” If you close even a small number of deals, because of their size, you will be on plan. Do you agree? If it makes sense, let’s use this time together to brainstorm how you might move these deals forward and how headquarters can help you.” Starting in this fashion definitely shows you have done your homework and are up-to-date with what has been going on in their worlds.

In the middle:

It is not sufficient to connect with your listeners only at the beginning. You must remind yourself to link to their key concerns over and over as you explain your solution, product or service. Before you launch into a hard sell or start preaching about a new process, ask a lot of questions. It shows you are really trying to understand, and it is essential to relationship building. For example, “Can you share with me what your chief concern is about…?”

In the middle of a conversation, it is also likely you will get questions. Before you answer, acknowledge the questioner’s point of view. It will increase credibility. After you finish your answer, link what you have said to a benefit for your listener. “Yes, I totally see why you would ask that. I also wondered about whether we need a designated sales team in certain key countries. I have put together some numbers on this slide of what the scope of the opportunity might be. I believe with additional people, your teams can be designated to particular verticals. Your customers will be better able to see you as subject matter experts.”

As you close:

Your summary statement is your last opportunity to cement the relationship. Even if you are out of time, always summarize in a sentence or two with a statement about what you are recommending and a clear call to action. However, don’t forget to stress how your recommendation will benefit your listener. “To wrap it up, I definitely believe 2013 will be a better year, given what we are now seeing in the economy. I encourage you to meet with your teams and identify those key customers who are likely to close. Your European Leadership Team will make themselves available to accompany you on these calls as often as they possibly can. By concentrating on the right targets, you will see the numbers you have been working so hard to achieve.”

While creating a great product or service is important, your focus on who and what your listeners care about is critical. People buy from people they like and can relate to. Don’t miss those opportunities to develop rapport and personally connect. It’s your key to success as a presenter or someone selling an idea.

Good luck as you slay the dragon!

Question: What is the best advice you have for connecting with your listeners? 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.

Speaking publicly to a group can be traumatizing. In fact, Jerry Seinfeld, comedian extraordinaire, joked about preferring to be in the coffin than to be the person giving the eulogy. If you are one of those people that find themselves anxious, here are some tried and true tips.

1. Start by acknowledging the source of your anxiety. Is it a fear of failing, not having time to prepare, a worry that the audience won’t like you? You can better tackle a problem by knowing what causes it and seeing your anxiety for what it really is. A lot of our reasons may not be logical.
2. Take the time to prepare. Don’t wait to the last minute. The higher the stakes the more time you need to prepare. Learn all you can about your audience by talking to others or researching them on the web. Understand what their concerns are about your topic or their pressing issues. As you prepare your content, double check to be sure you have addressed all points. Being confident about your content reduces stress.
3. Don’t discuss too many points. The tendency is to want to tell people everything you know. Resist. Three key points are plenty. Five are max. Too much detail makes it harder for you to remember. It is also makes it more difficult for your listeners to keep the information straight.
4. Plan for moments of interaction. Asking people for their input takes the pressure off of you. You will feel you are having a conversation instead of making a formal presentation. The more open ended your questions, the more dialogue you will have.
5. Don’t try to memorize. Inevitably, you will forget a sentence or a point and that will derail you. Instead, know the main ideas you need to cover and the transition statements that will take you from point to point. If you have a limited number of key points, this will be easy to do.
6. Practice. Saying your content out loud will help you to hear your explanations. It will allow you to be more fluid when you actually do speak. Practice in the shower, in your car and in front of a mirror. Practicing out loud 5-6 times will be enough for you to internalize your message. Do some of your practices in front of a mirror. Place post it notes on the mirror and pretend they are people in your audience. It will get you comfortable looking at your listeners instead of reading from your notes.
7. Be sure to practice with your slides. It affects your timing. Know ahead what statement you will make as you transition from slide to slide. Number your slides and print off a copy. In the event that you are asked to re-explain a point, you can easily navigate to a slide by typing the number of the slide and then Enter.
8. Anticipate questions. Sit down with paper and pencil ahead of time and brainstorm the questions you might be asked. Consider the title or function of your listeners as you prepare your answers. Create some slides in reserve to assist with your explanations.
9. Pick your outfit carefully the night before. Make sure the outfit is comfortable. If you have gained a few pounds over the holidays, resist wearing something that is too tight or constricting. Make sure the outfit is complete with the right jewelry, tie or scarf. Don’t forget to polish your shoes. Feeling good about how you look will help you relax.
10. Apply a relaxation technique. Researchers tell us that anxiety can be reduced significantly with relaxation tapes, soothing music and even a pleasant fragrance. It puts your mind at ease.
11. Take deep breaths. Deep breathing forces adrenalin through the blood stream and out of the body. Repeat the process four or five times and you will be good to go.
12. Arrive early. The extra time will help you to visit with people and to check your equipment. This in itself is affirming.
13. Envision success. Before you begin, picture yourself hitting a home run. Remember a time when you were wildly successful. Enjoy the accolades for a moment. Keep that picture in mind as you begin.
14. Look people in the eye and smile. This is a tip that a lot of people forget. Maintaining strong eye contact with your listeners will make you feel you are having a series of one on ones. It will relax you when you see them nodding or agreeing. When you smile, people typically smile back. Getting a positive response early on will definitely reduce anxiety.
15. When something goes wrong, make a joke or laugh. No one is perfect. Things happen. Computers fail. Coffee gets spilled. Don’t get thrown. People are on your side. They know problems occur. How you handle them is what makes a difference.
16. Let “YOU” out. Let yourself be seen as real or authentic. Don’t try to be other than the person you are when you are with friends and family. People want to see that side of you.

Overcoming anxiety about presenting may take some time. Don’t make the mistake of trying to avoid speaking. Repetition helps. The more you do something, the more those jitters will evaporate. Look for low stakes opportunities to help you build confidence. Good luck as you slay the dragon!

Question: Think about those times when you have been extremely nervous before a presentation. What additional tips do you have? We’re interested in your reaction to this article. We’re interested in your reaction to this article.

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.

Connecting with Executives doesn’t happen automatically. It takes understanding what is important to them and learning how they think. In the years that IMPACT Communication has worked with those at the top, here are some of their comments on what makes a difference.

“A lack of preparation is always obvious.” Our Execs stress that preparation is critical. Their advice is to do your homework thoroughly. Understand what is going on in their world right now. Learn all you can by talking to your contacts and by checking the website for press releases or analyst reports. Tip: The Company’s 10 K always outlines how the Exec is remunerated. Those typically are the key things the Exec wants to accomplish during the year or over the next 5 years.

“If you want to play in my sandbox, you cannot seem nervous.” You must look, sound and act confident. The Exec will hesitate or delay if your body language does not back up your message. Tip: Practice your conversation ahead. Make sure your posture is open and you lean into the table. Be sure to sustain eye contact for a full sentence or thought. Pause for a breath at the end of your thoughts. Envision your success!

“Set the context for the meeting. I may have forgotten.” The Exec has a lot on his or her mind. They may have forgotten the purpose of the meeting so be sure to define the issue and its impact. Tip: Execs appreciate knowing what you ultimately want them to consider. State your “ask” upfront.

“Be brief and then be gone.” Execs have a lot on their minds. They run from meeting to meeting. Time is very important to them so get to the point quickly. Do not go into unnecessary details. If there is an analytical base that is necessary, email it to them in advance for review. Tip: Focus on what the Exec needs in order to make a decision. Have any supplemental information, charts, graphs, extra slides etc. at the ready.

“More words are not an indication of more thought. Often, it is just the opposite.” Keep your points simple. Do not over-talk an issue. Be very concrete and very specific. The simpler your points, the easier it is for them to make a decision. Tip: Execs always want to know the risks and the scope of the opportunity.

“I appreciate just having a conversation. I am not a fan of big slide decks.” If slides are not critical, do not use them. Slides that are your speaker notes diminish your impact. The more slides you have, the more things can go horribly wrong. Remember, anything that is on the slide is open for discussion. Your slides must tell a complete story. Execs hate when they have to dig to find the story. Tip: Your transition statements from one slide to the next are critical. They provide context for what you are about to say.

“Expect pushback.” Execs don’t want to make a mistake. They typically will have questions or need more information to help them decide. You should not be thrown by questions but rather view them as an opportunity to demonstrate your conviction or commitment to an idea. They are not trying to trap you or derail you. Tip: Make a list of the questions you think the Exec will have ahead of time and determine how you will answer them. Try to figure out what is key to the decision. That is where the bulk of the questions will come.

Making that Executive Connection takes time and effort. Your Executive level conversations are a moment of truth. If you do a good job, you advance your cause and the perception of you as a leader. If you do a poor or mediocre job, you fall into the abyss.

Question: Think about your last conversation with an Executive, whether internal or external. What did you wish you had done differently? 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.

Influencing others can seem daunting, but when you pay attention to these key principles, it is easier than you think.

Robert Cialdini, author of Weapons of Influence and The Psychology of Persuasion, is a leading expert in the area of influencing. In his books, he identifies critical principles that generate desirable change. We have grouped his key points under three headings. To be influenced, people must:

1. Understand your argument– What that means is you must be logical and insightful. Everything has to add up. Your points should be easy to follow, especially if the listener needs to make a change, such as discontinue a campaign or revise projections. The language you use must be clear. You cannot leave listeners wondering what you mean. For example, “The fire communicated to the next building.” (Does that make sense to you?) OR “The ideology is for an uptic baring further devolvement of the economy.” (What does this mean?) Finally, if listeners are to understand your argument, you must be concise. Burying your points definitely works against you.
2. Accept your argument– People will accept your argument if they see it as consistent with the direction they are already following or the commitments previously made to them. Also, they are more willing to take a recommended action if they see evidence that others similar to them are following your suggestions. For example, if a cross functional team is already making plan adjustments, they will be more open to it. Finally, they will accept your argument if you provide proof from several sources, such as Margin Minder, Business Warehouse or A.C. Neilsen and have anchored it to their business drivers.
3. Trust you– People prefer to say yes to those that look confident and people they like. Thus, you need to work hard at developing rapport and building a relationship. You can’t take an existing relationship for granted. People also trust those to whom they attribute relevant authority or expertise. Obviously, if you have ten years of experience as a business analyst or senior engineer, sales and marketing will see you as an expert. Lastly, people trust those who go out of their way to provide data not requested or to offer services above and beyond what is typically done.

Influencing others can seem daunting, but when you pay attention to these key principles, it is easier than you think.

Question: We’re interested in your reaction to this article. What have you found that helps to influence your audience during a 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.

Nobody wants to do a poor job of presenting. While we are all busy, take the time to understand the audience, create a tight strategy, add value, anticipate the tough questions, and rehearse.

Have you ever left a meeting wishing you had a chance for a “do over?” The bad impression you left is often indelible, and it may leave senior leaders questioning your capabilities. When we queried managers, directors and VP’s from an assortment of industries as to why people implode, the top five things they mentioned were:

1. No clear understanding of the listeners. People are busy, and often they don’t take the time upfront to learn about their audience and the things they care about. They have only a vague idea about how their listeners feel about their topic or their understanding of it. This is a mistake. Even if you have no time, our team of experts suggests that you check out any assumptions as you begin by asking a series of questions. For example, “If you are like most other groups, your need is for a better understanding of how the product works with your existing equipment. Is that also true of you?” Without understanding your listener’s perspective, a speaker will have no clear focus. Our experts say a lack of preparation always shows.
2. No real strategy. Again because we are busy, we start by opening our laptops and creating a staggering amount of slides. With this approach, our story won’t necessarily be clear or concise. Listeners will struggle to connect the dots. Additionally, content can easily become too technical. Our experts suggest making your content simple and easy to follow. They warn not to over-talk an issue. You allow for a quick decision.
3. Didn’t add value. So often speakers talk about the things that are of interest to them. These may or may not be of interest to the listeners. All key points should relate to your listeners’ needs. Our experts say if you are talking to them, you need to elevate the conversation to the business level. You need to tie your discussion to things like a return on investment, improvement in customer loyalty, or gains in market share. If you don’t quickly show value, our experts agree they will interrupt or look for ways to end the discussion early. Their time is too valuable to waste.
4. Couldn’t answer my questions. The way many decision makers decide whether to move forward is often based on how an individual answers their tough questions. After you create your strategy, think of the tough questions your listeners might have.  Our experts advise you to listen to the question and pause to think before you open your mouth and misspeak yourself. They also stress that you should think of the person’s title and function and answer from that person’s perspective. If you can figure out what the decision turns on, you will know what the majority of questions will be.
5. Didn’t look confident. Those that don’t know their content well, display a lack of confidence. They look nervous. They tend to read from their slides or their notes and give very little eye contact to the attendees. They also fidget or speak too quickly or too softly. Our experts suggest practicing your content out loud two or three times. If the first time you say something out loud is when you are in front of your managers, it is likely you will stumble because you are choosing your words and altering them on the fly.

Nobody wants to do a poor job of presenting. While we are all busy, take the time to understand the audience, create a tight strategy, add value, anticipate the tough questions, and rehearse. There are no “do-overs” in business. Insure your success by paying attention to the tips from our experts.

Question: Think about a time when your presentation did not go well. What happened? How are you compensating against another disaster? We’re interested in your reaction to this article.

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.

These twelve tips are essential tips for being a Trusted Advisor. They will give you the pole position when your prices are not as competitive as others.

Being a Trusted Advisor, in the eyes of many experts, is the Holy Grail. It’s what you should strive to become if you are selling a product or a service. It takes time and perseverance to develop such a relationship, but the rewards for both parties are enormous. However, be aware there are some things that will erode the relationship. Assess what follows to insure that you are doing nothing that puts this all important relationship in jeopardy.

1. Don’t order. Lead, but don’t tell. Nobody likes to feel you are the parent telling them what to do. People respond best when you involve them in determining an action plan or next steps. Their preference is for you to give them strategies on how to think or decide. Ultimately, it is up to the client to choose.
2. Don’t lay blame. If things go wrong, perhaps with a delivery or an install, take ownership and do not become defensive. Concentrate on what can be done to resolve the issue and never, never lay blame.
3. Don’t focus on winning. While people want a subject matter expert, they don’t want someone only focused on the end game. It will erode the relationship. Remember, it’s not about you; it’s about them.
4. Don’t worry that you always have to be right. You are not Yoda so relax. If you don’t know the answer and you’re the subject matter expert, admit it or use your network.
5. Stop talking and listen. It’s easier to say you are a good listener than to be one. The number one skill for being a Trusted Advisor is good listening skills. The client should do most of the talking, not you. You should not be filling blank airtime.
6. Don’t interrogate. Of course, ask questions but ask questions that get the client to think. A constant barrage of “fact” questions will not engage or help people to envision a new way of thinking.
7. Don’t forget to watch the person’s reactions. Any changes in your client’s body language or voice should be duly noted. If you see them looking perplexed or if you see their body language getting rigid, be sure to make adjustments in your body language. Lean in. Be more affirming. Smile.
8. Don’t forget to show empathy. People need to see you care. Validate their issue or problem with a statement such as, “That must have been awful.” OR “I am so sorry that happened to you.” Even a simple nod or sympathetic smile can mean a lot to a person when they are stressed. If you feel something is bothering your client, pay attention and acknowledge what you see. “From the look on your face, I can see this is difficult to discuss. Am I right about that?”
9. Don’t forget to call back. When there is a relationship, the customer expects you to return phone calls quickly. Even if you don’t know the answer, be sure to return the call, instead of waiting. Any update means a lot.
10. Avoid being distracted. Today’s multi-tasking world makes it difficult to feel it is okay to do just one thing at a time. Your customer expects you to focus only on them. Never glance at email, take a phone call or watch people in the hall. Your customer will not feel valued and will become annoyed.
11. Don’t take the person for granted. Reach out to your client throughout the year for other than the sale. Send articles or whitepapers. Notice any trends in their industry. If you see their name in the paper, do send a note.
12. Don’t diagnose without a proper assessment. It is easy to make quick judgments, but resist the temptation. Wait until all the information is in before making any recommendations.

These twelve tips are essential tips for being a Trusted Advisor. They will give you the pole position when your prices are not as competitive as others. You will be too valuable to lose as long as you remember what is important.

Question: Do any of your current customers see you as a Trusted Advisor? Which of the tips provided are hardest for you to remember? We’re interested in your reaction to this article. 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.

The key point to adding value to your presentation is know your audience and to show the link between your solution and the needs of the individuals. Listeners
don’t like to work at understanding, and they don’t like to feel their issues were unnoticed.

When that great opportunity finally comes along to make a presentation to a potential dream client, you want to be successful. The question many of us have is “What is the trick?” As simplistic as it sounds, the key is in adding value. The more clearly you can demonstrate that your solution does, in fact, solve the identified problems, the more likely you are to be successful.

However, often, when we are in front of a client, we assume that the customer can clearly see how our proposal is the best solution. The reality is that sometimes they just don’t see the link. Moreover, because there is often an “audience within and audience,” we may not focus on the issues that are of interest to each listener. It is a mistake to think that everyone is concerned with the same things.

Tip #1 Know Your Audience

In preparing for the meeting, it is important to know ahead who will be attending and to think about the likely issues of each person. Then, weave these issues into the body of your proposal. If you are not sure who the players will be, inquire ahead of time. Your client contact most assuredly will know.

For the sake of example, let’s assume that you will be speaking to the Chief Financial Officer, the IT Director, an IT Manager and two engineers. As you can imagine, they will have very different concerns.

The Chief Financial Officer typically will be interested in the effect on the bottom line, while the IT Director will be interested in strategic issues, such as market shares or better positioning against the competitors. At the managerial level, people pay attention to things like disruption of work flow or down time, while engineers are concerned with how a product makes their lives easier and how this solves an existing problem.

Tip # 2 Open by Focusing Listeners on Issues

One of the biggest mistakes people trying to present a solution make is to focus on themselves and their solution. It is too soon and it makes your listeners feel you are just selling product. They won’t see the value.

In order to be receptive, listeners have to be assured up front that you clearly understand their business and issues. In the first two minutes of your presentation, be sure to summarize what you have gleaned about their business and the primary issues and verify that you haven’t overlooked anything or that nothing has changed. Once you have done this, you have earned the right to introduce what you and your company can do to help.

Tip # 3 Make the Link

As you present your solution, clearly make the link. Consider each person in the audience and one-by-one capture their hearts and minds by providing information that will be relevant to them. Do not speak in broad generalities. Use specific examples or stories.

For example, you might say this to the CFO. “I know cost is a big concern to you as the CFO. It is a concern of all of our customers. Converting your existing phone system to voice over internet will initially cost more money, but within a two year time span, you will recoup your investment and save a minimum of 12% in phone charges. We recently worked with another retail organization with the same demographics. What we saved them was….

To the IT Director, you might say, “Obviously, with this new phone system, you will be able to accomplish your goal of responding to your customers in real time and thus continue your competitive edge. Let me give you an example. Suppose a customer in the U.S. is at her computer at 11 p.m., and she wants to place and order. She has some questions about sizing. All she has to do is ….” 

To the IT Manager, you might say, “Because there is a compatibility issue, we will need to install new equipment, but if you select our service agreement, we can offer you 24/7 assistance, and we can also assign a full time engineer to your site. So, for example, if you had a problem with …, you could call … and he would…. That way, you wouldn’t be delayed in moving forward.” 

Finally, to the engineers, you might say, “What this new system is going to mean to you, is less down time in the long run. You will not have to worry about providing coverage after hours, and you won’t have to be here on weekends to fix problems because our tests indicate a 97% reliability.

Summary

In conclusion, the key thing to adding value is know your audience and to show the link between your solution and the needs of the individuals. Listeners don’t like to work at understanding, and they don’t like to feel their issues were unnoticed. The more clearly you show value right from the get-go by reiterating known and unknown issues and by providing examples and stories to prove that your product or service solves these problems, the more likely you are to being successful.

Question: While these tips seem elementary, they are difficult to apply. Why is that? 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.

Relationships need cultivating, just like a garden. Pay attention to the tips suggested and you will build strong, enduring business relationships.

High performing companies know the value of building relationships with their customers and vendors. Relationships drive growth and revenue. They carry you through the tough times and may even give you an edge if there are shared intimacies. However, while we know this on one level, often our daily tasks consume us, and we don’t pay enough attention to the little things that affect deepening or growing the relationship. Here are some things to consider.

• Be a good listener. Building a relationship really starts with listening. The temptation is to use opportunities with customers to push a product or service. Instead, use those times to listen. The more you demonstrate you are listening by nodding and acknowledging, the more the other person feels you care and are interested in learning more about them on both a business and personal level.
• Little things count. Send your customer a white paper or an interesting article about a trend affecting his business. For example, if you have read an analysis of how consumers are making buying decisions today, be sure to pass it on. It shows you care and have the person’s best interests at heart. It also makes them see you in a different light.
• Call them, especially when it’s not time for an order. Periodically, touch base. Let your customer know you have been thinking about them. Pass on any comments you have read or heard about the individual or the company. People love applause and like to be noticed. Devise a system to ensure that not too much time passes before you connect with them.
• Invite them as a preferred customer. If your company is offering special web based training or conducting a focus group, be sure to include them. People like sharing their opinions. They also appreciate learning new things, especially if they are a small or mid- sized company and would not have been able to afford sending people to training.
• Be responsive and call them back really quickly. When people have a relationship, they will turn to you for help. When your customers call, respond the same day and make resolving their issue a priority. When a quick resolution isn’t possible, let them know you have it on your list and will address it as soon as you can. Be sure to tell them you will personally oversee the situation or find the answer.
• Don’t get defensive. In any relationship, whether it is a work relationship or a personal relationship, there will be issues. When problems arise, listen, reserve judgment and take responsibility, even if you are not to blame.
• Go the extra mile. Don’t just meet the customer’s needs, exceed them. Do more than was asked and you will cement the relationship. The old adage of “Under promise, but over-deliver” couldn’t be truer.
• Be honest. Sometimes your product or service is not a good fit. Tell them. What permanently kills a relationship is the sales person who sells a product that doesn’t offer what the customer was expecting. Also, if you don’t know the answer to their question, say so.
• Don’t take them for granted. Just because the person has given you business in the past, don’t count on them to automatically continue. Today’s customers are savvy and expect to be treated with respect.

Relationships need cultivating, just like a garden. Pay attention to the tips suggested and you will build strong, enduring business relationships.

Question: Think about your relationships with your customers. What do you do to develop them? We’re interested in your reaction to this article.

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.

Presentations are particularly difficult in the afternoon. To insure that you are successful, make the necessary modifications to your delivery and style.

Is your presentation scheduled for 3 p.m or even later? If so, you’re in the Grave Digger’s Shift. In fact, any time you speak in the afternoon, you run the risk of digging your own grave unless you are interesting and engaging. People are tired and typically have a lot to do before they end their day. You absolutely cannot present information the same way as you would in the morning when people are fresh and less distracted. Here are some key things to remember.

Be animated. Amplify your energy. Speak up. With a louder voice, you pull people into your world. With a soft voice, you become background music in an elevator. Do bigger gestures. They help listeners to visualize your point. Remember to smile. You will seem more approachable and friendly. Nobody wants a “sour puss.” Move toward your listeners if you have the opportunity. The mistake that many speakers make in an afternoon session is to sit down or to stand right next to the podium. That’s deadly. When you move, eyes will follow. Finally, and this is most important, sustain eye contact. You will appear trust worthy and transparent. Also, there is an obligation with eye contact. When you look at people with intention, they respond by smiling or nodding.

Set some context. Before you do a deep dive into the details, people need some background on the issue for discussion. Remember your listeners have been involved in other things all day long. Even if you have sent them an agenda, be sure to tell them as you start the criticality of what you are about to discuss and the impact on them personally. A boring opening, particularly in the afternoon, is one that starts with “Today, I am going to talk to you about….” A lot of people will shut down at this point because you have indicated that the message is all about you and what you want to accomplish.

State your “ask”. Hold your listeners responsible. Right up front, tell them what you want them to consider doing and why it would be beneficial. By giving listeners an action step, people listen more attentively, especially if they know you ultimately want a decision.

Tell people something they didn’t know. Not many of us can stay riveted on information we already know or accept. If you are giving an update, tell listeners what’s different than last month or last quarter. Don’t waste time going over data or numbers that are not problematic.  If you are meeting with a new client, tell your client how your company or product differs from others. At that time of day, that is usually their main concern. A boring diatribe of the history of your company or your extensive client base falls on deaf ears.

Be a storyteller. People are easily distracted and pre-occupied as the day intensifies.  It is critical to make your points stand out. What better way than to tell you listeners a story? People love stories because they are entertaining and engaging. They evoke empathy. They help listeners to experience the same feelings for themselves.

Add a dash of humor. If used well, humor can boost creativity, initiate conversation and build a trusting relationship according to research by the Hay Group. It can also reduce hostility, deflect criticism, relieve tension and improve morale. Can you imagine how welcome playful laughter can be when the day has been hectic?

Be short. William Strunk, the writer, said a sentence should have no unnecessary words for the same reason that a machine should have no unnecessary parts, or a drawing no unnecessary lines. Don’t overwhelm people at the end of the day. Give your listeners enough data or facts so they can make a decision and be done with it. If you have an hour, try to finish in 40 minutes or less.

Presenting an idea or product to an internal or external customer is always a challenge. It is particularly difficult in the afternoon. To insure that you are successful, make the necessary modifications to your delivery and style.

Question: Think about you last presentation. What challenges have you faced when presenting at the end of the day? What have you done differently to be successful? 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.