Centric Hub Vol.  1  Issue  7  

             SERVICE  DELIVERY  -­‐  Kingsley  Orji-­‐Ogboih    

EXECUTIVE  PRESENCE  -­‐  Pt.  2  

SAY  IT  It  is  not  what  you  say,  it  is  how  you  say  it!  

-­‐  Chinedu  Duru  (MD,  Hamilton  Lloyd  &  Associates)    

A  Custom

er  Centricity  Limited  Publication©

 2013  

-­‐  The  CORE  with  Uloma    

OMG  !  GENES  APART-­‐  The  ExhibiFon  -­‐  Onyinye  Eronini    

The  Nine  Expressive  QualiFes  of  ExecuFve  Presence  Paul  Aldo  outlines  nine  qualiFes  people  who  have  excellent  execuFve  presence  consistently  project  to  their  audience:  

Candour:  The  appearance  of  honesty,  through  the  willingness  and  skill  to  construcFvely  tell  it  like  it  is.  Clarity:  The  ability  to  tell  your  story  in  an  intuiFvely  clear  and  compelling  way.  Openness:  The  appearance  of  not  prejudging,  of  being  willing  to  consider  another's  point  of  view.  Passion:  The  expression  of  commitment,  moFvaFon,  and  drive  that  shows  people  you  really  believe  in  what  you  do.  Poise:  The  look  of  sophisFcaFon,  conveying  a  background  of  educaFon  and  experience.  Self-­‐confidence:  The  air  of  assurance,  such  that  others  know  you  have  the  required  strength  and  resolve.  Sincerity:  The  convicFon  of  believing  in  and  meaning  what  you  say.  ThoughRulness:  The  projecFon  of  thinking  or  of  having  thought  through  something  before  responding.  Warmth:  The  appearance  of  being  accessible  to  others  and  of  being  interested  in  them.  

 Karen  Friedman  proposes  the  following  12  steps  that  will  help  develop  execuFve  presence  so  that  one  can  be  visualized  you  as  a  leader  who  can  insFl  confidence  and  genuinely  connect  with  others.  1.  Speak  Up:  Be  a  regular  contributor  at  the  table.  Don't  wait  for  others  to  ask  quesFons.  To  provide  valuable  input,  prepare  3  to  4  points  you  want  to  deliver  in  advance  of  a  meeFng  or  important  conversaFon.  2.  State  Your  Beliefs:  ArFculate  your  ideas  even  if  others  don't  agree.  Leaders  stand  up  and  voice  their  opinions  without  apologizing  or  making  excuses.  State  what  is  correct,  not  what  you  think  others  want  to  hear.  By  taking  personal  risk,  you  project  confidence  and  self  assurance.  3.  Use  Strong  Words:  Avoid  disclaimers  and  tentaFve  phrases  such  as  "It  seems  I  get  results"  or  "I  hope  to  have  the  plan  by  August"  or  "In  my  humble  opinion"  or  "I  think  or  "I  guess".  Replace  these  so\  words  with  stronger  more  asserFve  language  such  as  "I  believe",  or  "I  would  like  the  plans  on  my  desk  by  Monday",  or  "I  get  consistent  results"  or  "The  facts  are  as  follows".  4.  Passion:  Speak  with  passion,  energy,  convicFon  and  commitment.  High  energy  and  emoFonal  content  appeals  to  people  on  a  very  human  level.  If  you  don't  believe  in  what  you  are  saying,  no  one  else  will.  

The Hub is back again with loads of interesting information and fun

facts. In this edition we have the second

part of the piece written by Mr. Chinedu Duru, MD Hamilton Lloyd

and Associates on Executive Presence. I’m quite sure you

found the first part of the article both useful and interesting.

In “The Core” this month we have very interesting facts on

Communication. Be sure to look out for it. The article will help you

understand a few things. Check out our Dramatic Impact Series Training calendar and be

sure to get your reservations before hand.

Happy reading!

Executive Presence- Part 2

Chinedu Duru MD/CEO,

Hamilton Lloyd & Associates - A Boutique Recruitment Firm

to  the  Centric  Hub!  

WELCOME    

For  Laughs!  

before the training is over, we find realistic ways of dealing with these situations that everyone is comfortable with. The training session started with an Ice breaker, this activity gives the participants the opportunity to familiarize themselves with one another and also creates an interactive atmosphere for everyone to relax. Once this was done, we swung into full action to deliver amazing service. We recognize and appreciate the National Coordinator, Mrs. Akpe, who helped make the training a success by the carefully planned and coordinated state of affairs. The participants were all grateful and attested to our “OMG” service delivery even as we encouraged and urged them to constantly deliver “OMG” service. The class was a lively and engaging one and we were sad when the five days came to an end. The session ended with the participants promising to go out and unleash what had been imparted to them in their various departments regardless of whatever challenges they may face. Hopefully when you come in contact with a Joint Tax Board staff that went through our training, you’ll be able to tell by the “OMG” service you will experience.

“OMG” Service Delivery

The Joint Tax Board made an important decision when they invited representatives from 23 states in the country to train them on the relevance of Business Ethics and Customer Service to every organization because this is a recognized touch point for growth. We were called upon at Customer CentriCity Limited, to take on the project of overseeing the staff and creating a new appreciation and understanding for the need to deliver excellent Customer Service. At CCC, we pride ourselves on our integral networking system of high level facilitators some of whom were called upon to ensure the training session was a success. We are determined to bridge the gap in Customer Service industry, one organisation at a time and we were more than happy to take on the Joint Tax Board. The training lasted for five days and the subject matters addressed were relevant and geared towards giving each participant the opportunity to get fully involved in practical challenges that they face during the course of carrying out their duties. Our approach to training is always realistic and not just text book situations, we give participants the opportunity to raise situations that they face on a daily and

Kingsley Orji-Ogboih

Different organisations have objective(s) about how Customer Service can in one way or the other translate to an increase in sales and productivity. In the country presently, some organisations have

woken up to the reality that Customer Service is an extremely important aspect of Business Management and have taken the bold

steps by investing in equipping their staff with the tools for delivering exceptional Customer Service. This is arguably one of the major reasons why some organisation’s annual turnover is higher in

margins than others!

Photo Gallery

At the FATE Foundation session

Aluko & Oyebode

PRODUCTIVITY  AND  EFFICIENCY  ENHANCEMENT  TRAINING  

                                                         

     The  Genes  apART  exhibiFon  was  pre^y  amazing!!  If  you  didn’t   see   this   incredible   display,   where   were   you?!  This   is   not   the   type  of   exhibiFon   you  want   to   be   told  about  but  unfortunately   if   you  weren’t   there,   then   let  me  regale  you  with  details  of  how  the  exhibiFon  went.    First,  it  was  supposed  to  be  my  baby  so  I  had  to  do  a  lot  of  planning  and  running  around,  of  course  not  alone,  I  had   the  help  of  my   fantasFc   team  and  my  boss  who   I  shall  have  officially  branded  as,  “The  Fairy  God  Mother”  or   the   “Midas   Touch   Lady”,   because   everything   she  touches  does  turn  to  Gold  or  in  this  case  PlaFnum!    Customer   CentriCity   Limited   organised   this   art  exhibiFon   for   Nkechi   and   Nduka   Abii,   they   are   a  Mother/  Son  duo  and  they  are  incredibly  talented.  They  made   our   job   half   easy   by   having   really   awesome  pieces  and  the  rest  was  up  to  us  to  make  sure  we  got  the  perfect  locaFon,  set  up  and  guests.    Nkechi  and  Nduka  are  extremely   talented  arFsts,  with  Nkechi  also  proficient  in  the  art  of  sculpFng.  She  refers  to   this   art   form  as  2  ½D  and   it’s   in   this   form   that   she  does  her  depicFon  of  the  women  from  Nigeria  and  her  ‘Okuko  mucha  nwa’,  which  are  all   larger   than   life   and  impressive  relief  pieces.    The  opening  night  kicked  off  with  more  guests  than  we  expected  and  it  was  exciFng  with  an  interesFng  mix  of  people.   The   opening   address   was   done   by   Professor  Anya  O.  Anya,  a\er  which  the  arFsts  gave  speeches  and  prayers  were  said;  at  this  point  the  ribbon  was  cut  and  the  exhibiFon  officially  declared  open.    It  was  a  brilliant  night  with  the  Michael  Angelo    suite  at  Victoria  Crown  Plaza  transformed  into  our  gallery  with  all   the   fixtures   built   from   scratch   by   our   able  construcFon  team.  Nkechi  and  Nduka  went  round  with  their   guests,   talking   about   the   different   pieces   on  display.   It   was   a   lovely   Fmed   filled   with   good   cheer,  beauFful   music,   lots   to   eat   and   drink   and   of   course  fantasFc  art.    

Genes ApART - The Exhibition

-Onyinye Eronini

                                                         

The   Speed   Art   which   is   Nduka’s   forte   was  incredible;   people   were   blown   away   by   this  amazing  art  form.  Speed  Art  has  to  do  with  this  technology   that   allows   him   record   as   he   paints  and  when  he’s   done  painFng,   he   can  play  back  and  watch  the  drawing  come  to   life.  During  the  play  back  we  don’t  see  the  arFst,   just  the  spots  where   his   brush   strokes   fall   and   he   adds   some  effect   like   music   to   go   with   it   and   the   final  display   is   simply  put,  amazing!   I  had  seen  all  of  the   Speed   Art   display   but   I   couldn’t   help  watching  over  and  over  again  anyFme  we  played  it   for   the   guests,   it   was   truly   unique   and  different.  We  even  had  people  come  back  just  so  they  could  see  the  Speed  Art  again!    One   of   my   favourite   pieces   was   ‘I   Fit’   a   very  interesFng   and   moFvaFonal   piece   done   by  Nduka,  this  oil  painFng  was  of  a  li^le  boy  in  just  his  underwear   in   the  middle  of   the   street   in  an  area   that   was   obviously   low   brow,   the  interesFng   part   was   his   li^le   red   cape   and   the  manner   in   which   he   stood   like   he   was   able   to  take  on  the  world  and  whatever  it  threw  at  him.  It  was  an  excepFonal  piece  for  me,  I  was  glad  to  see  the  painFng  go  but  I  will  also  miss  it  terribly.  All  I  have  le\  of  it  is  the  picture  in  the  catalogue  so  I  guess  it  will  have  to  be  my  consolaFon.    The  event  went  on  for  3  more  days  and  it  was  a  really  wonderful  and   interesFng  Fme.   I  was  sad  when   it  all   came  to  an  end  but  also  very  happy  because   it   all   went   so   well   and   hopefully   we’ll  conFnue  to  reap  the  benefits  that  came  with  the  exhibiFon.        Despite   the   exhibiFon   being   over,   it’s   not   too  late   for   you   to   experience   the   beauty   of   it   all  because   we   sFll   have   a   few   more   catalogues  available   so   do   not   hesitate   to   let   us   know   if  you’re   interested   in   gemng   a   copy   and   we’ll  make   sure   you   get   it.   We   have   compiled   a  couple   of   pictures   from   the   exhibiFon;   I   hope  you  enjoy  the  view.  

Genes ApART - The Exhibition

-Onyinye Eronini

Genes ApART - The Exhibition

The  Power  of  “Ssssh”  When  I  reduce  my  tone  of  voice,  as  a  trainer,  in  a  class  of  nearly  sixty  people  and  begin  to  whisper  to  them,  I  get  the  most  a^enFon.  I  guess  you  are  thinking,  “Yeah  right!”  Or  the  less  scepFcal  are  wondering,  “What  is  it  about  man  that  makes  him  such  a  tatafo”?  It  is  not  really  about  man  being  a  gossip,  it  is  more  about  understanding  and  applying  an  efficient  mix  of  communicaFon  techniques.  It  is  the  power  of  effecFvely  combining  modulaFon,  volume  and  pace  as  you  speak  to  achieve  more  effecFve,  more  meaningful  communicaFon.    

Speak  for  Impact  A  simple  sentence  can  have  as  many  meanings  as  you  choose  to  give  it!  Speaking  in  a  loud  voice  but  maintaining  a  monotone  will  no  sooner  put  the  listener  to  sleep,  or  at  best  give  them  a  feeling  that  they  have  just  witnessed  a  lack-­‐lustre  performance.  The  interplay  of  anecdotes  delivered  in  high  pitches  and  low  pitches,  with  the  deliberate  use  of  quick  versus  slow-­‐paced  emphasis  make  a  speech  interesFng.  Listening  to  Obama,  MarFn  Luther  or  Bill  Clinton  is  always  a  joy.  These  men  speak  for  maximum  impact!  Tone  of  voice  accounts  for  38%  of  the  impact  of  a  face-­‐to-­‐face  communicaFon!  

Match  the  Rate  of  Speech  Are  you  a  good  listener?  Man’s  default  is  such  that  he  only  listens  to  25%  of  what  he  hears!  My  experience  as  a  communicaFons  consultant  and  trainer  has  o\en  brought  me  to  points  where  I  quesFon  that  staFsFc.  I  think  it  is  a  li^le  too  generous  most  Fmes!  The  best  listeners  are  those  who  listen  acFvely  by  demonstraFng  that  they  are  listening.  When  a  speaker  has  a  slow  rate  of  speech,  the  listener  will  do  well  to  slow  down  his  own  pace  too.  The  converse  is  the  case,  of  course  when  the  speaker  is  a  fast  one.  The  principle  is  simple  really,  matching  the  rate  of  speech  also  matches  everything  else…  understanding,  paFence,  wits,  etc.  It  communicates  oneness.    

It  wasn’t  me!  Maybe  now  you  will  be^er  understand  why  certain  reacFons  followed  a  comment  or  a  speech  you  made.  While  you  defended  yourself  thinking,  “What  did  I  say?”  your  listener  was  smarFng  from  the  effect  of  how  you  said  it!  

A  PublicaFon  of  Customer  Centricity  Limited  Contact  Address:  15  Biaduo  Road,  Off  Keffi  Street,  South-­‐  West,  Ikoyi,  Lagos.  Nigeria  

Twicer:  @c_centricity            Facebook:  hcps://www.facebook.com/pages/Customer-­‐CentriCity-­‐Limited/  Email:  www.customercentricityltd.com                    Telephone:  +234  0  7065559525  

Uloma

THE  IT  IS  NOT  WHAT  YOU  SAY,    IT  IS  HOW  YOU  SAY  IT!