Presenting4Success Booklet v1.3

8/22/2019 Presenting4Success Booklet v1.3

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P R E S E N T I N G 4 S U C C E S S

w w w . i S p e a k . c o m 1

Communication Skills

The human brain starts working the moment you are born and neverstops until you stand up to speak in public. - George Jessel

he ability to communicate is vital to achieving advancement for yourself and foryour ideas. It does not matter if you are meeting someone face-to-face or presentingin front of a large group, you have to Prepare your message, Develop it, and thenDeliver it. Having an organized communication process will help you develop all

types of relationships, both personal and professional. Few skills in life will contribute toyour success as much as communication skills.

The following studies are evidence that employers, Fortune 500 companies, and top CEOsvalue the importance of effective communication:

The Job Outlook 2005 survey conducted by the National Association of Collegesand Employers (NACE) indicates that good communication skills are the toppersonal quality sought by employers evaluating a job candidate.

The American Management Association surveyed over 5,000 CEOs and askedWhat is the most important thing you have learned in order to perform your role asan executive? They ranked communication skills as number one.

The Journal of Business Communication surveyed Fortune 500 Vice-Presidents and97.7 percent believed that communication skills had affected their advancement to atop executive position.

The fear of speaking in public is the second biggest fear among Americans. It ranks aheadof the fear of dying and the fear of heights, according to the Gallup News Service Pollconducted on March 19, 2001.

Top four fears in America

1. ________________2. Speaking in public3. Heights4. Death

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Communication Factors

The most important thing in communication is to hear what isnt beingsaid. Peter Drucker

When you communicate face-to-face, people receive information through what you sayverbally, how you sound vocally, and how it appears visually. The entire package must besynchronized for maximum benefit. In a study at UCLA in 1967, Dr. Albert Mehrabianfound that when there are conflicts of trust and believability between the verbal (what issaid), the vocal (how the voice says it) and the visual (what is seen of the speaker) the visualis overwhelmingly dominant. Research in his book Silent Messages shows the verbal isbelieved 7% of the time, the vocal 38%, and the visual 55% of the time.

When communicating over the telephone, Dr. Mehrabian found

that 84% of communication is vocal and 16% is verbal.

Most people focus their preparation for communication on the verbal, whereas they shouldbe concentrating on the visual. We must be knowledgeable of our subject matter andcompetent in putting together the supporting data, but we know how important it is for usto pay attention to other areas of preparation. For people to believe us, we must bebelievable. And, in order to be believable, we must learn to look and sound credible.


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Words

According to Dr. Mehrabian, the words you use in your message account for only 7% of yourcommunication. This is not to say that using the right words is not important. The Englishlanguage contains over 500,000 words, so it is important to select the right words. In 1998 at Yale

University, Dr. Levinson identified the most persuasive words and phrases in the Englishlanguage. The persuasive words include Easy, Save, Results, Money, Need, Health, Love,Discover, Proven, You, Safety, and Guarantee.

According to Dr. Levinson, the single most persuasive word is: _________________________

In the same study, he found the most persuasive word combination is: ____________________

Undesirable Words & Phrases Positive Words & Phrases

Signature Authorize, Endorse, or Approve

Im sorry I apologize

I need you to Would you please

Cheap Inexpensive

Problem

I know

Its not my job

Remembering Names

Learning peoples names is difficult for many people and forgetting them can sometimes lead toembarrassing situations. When you can remember someones name, it establishes a foundationof trust and respect. Below are a few techniques to help remember peoples names:

Start with the right ____________________. Actively ________________ when the other person states their name. _________________ their name out loud. _________________ their name, when possible. Connect or associate their name with __________________________________.


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Voice

Dr. Albert Mehrabian found in his studies on communication, the sound of your voice accountsfor 38% of your communication with the customer. Your voice represents your company and

your personality to customers. Different factors drive the effective use of your voice whencommunicating with customers over the phone.

Inflection

Inflection is when you raise the tone of your voice, such as going up at the end of a sentence toindicate a question. This technique can be used to emphasize a particular word in a sentence, asthe emphasis will change the meaning.

Clarity

Proper use of pronunciation, articulation and the expression of sounds are important to alisteners understanding of your message. Tongue-twisters are a great exercise to work on yourdiction and improve your enunciation.

Red Leather Yellow Leather

Unique New York

Pace

Your voice is a powerful tool and the speed at which you speak can either make that toolwork for or against you. It is not the slow or fast speed that is the real issue; it is theconstant speed that causes trouble. People who speak at a constant pace, whether slow orfast, are likely to frustrate their listeners. However, as Ann Landers once said, The troublewith talking too fast is you may say something you haven't thought of yet.

Volume

Volume is the amount or fullness of your voice and can be increased or decreased by pushingmore or less air over your vocal chords. The raising and lowering of pitch and volume is calledmodulation and is paramount for effective communication.

Exercise: Effective Communication

The following will contribute to your success when communicating with a customer over thephone.

Use _____________________ words.

Speak with _____________________.

_____________________ the customer.


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Body Language

Your body language is the most important communication factor when communicating face-to-face. You can use your stance, posture, facial expressions, hand gestures and other movements toyour advantage. According to Dr. Mehrabian, 55% of your communication is represented visually

with your body language. If your body and verbal contradict, your listener will believe your bodylanguage over the words you use.

The single most important aspect of body language is _________________________________

You want to have a warm, sincere smile on your face when you begin your face-to-facecommunication. You will not get enthusiasm from people unless you initially give enthusiasm tothem. You cannot receive a smile unless you give a smile first. In Dale Carnegie's book, How toWin Friends and Influence People, he describes this inexpensive and often overlooked "gift" that youcan give your listener when he says, It costs nothing, but creates much.

In her 1991 book, The Visual Dictionary of the Human Body, DorlingKindersley found that it takes 72 muscles to frown and only 14 to smile.

Eye Contact

This is a key element of body language, as people (in general) like others to look them in the eyewhen they are communicating. According to the Center for Nonverbal Studies (CNS) inSpokane, Washington, it is natural to look at someone for three seconds before one or bothviewers experience a powerful urge to glance away. The best place to look at someone in abusiness environment is in a triangle area called the business gaze.

The business gaze is triangle area ___________________________________________.

Silent Nod

Another powerful element of body language is the silent nod. When you look at someone for afew seconds while you are speaking, most people will instinctively nod, signaling they are listeningto you and possibly that they agree with you. A nod indicates you have made contact and aregetting through. You can also use a nod as part of your body language to acknowledge peoplewhen they are speaking.

Over the phone, you can use the following as a replacement for the silent nod:


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Body Position

Your body position is another critical factor in making a great first impression andcommunicating with your listener. You can communicate sincerity and attention by using anopen stance that is demonstrated by looking up, chest out and feet slightly apart. Combine thiswith a forward lean and palms facing towards your listener. An open stance is welcoming and

conveys trust and acceptance. On the other hand, a closed stance conveys resistance, lack ofacceptance and even hostility.

The types of gestures you want to avoid include:

Folding your arms ____________________________ ____________________________ ____________________________ ____________________________

Listening Skills

In 1991, The U.S. Department of Labor did a study and found that the average workerspends 55% of his communication time listening, 23% speaking, 13% reading, and less than9% writing. Any signal sent to your customer that gives them the feeling that youre just not

important will lead to customer churn.

Every customer may know they are not your only customer, but they want to feel like theyare. Effectively listening to your customers will give them the feeling that they are important;it will also tell them that you are appreciative of their business. The following are techniquesyou can use to improve your listening skills.

Focused Attention ____________________________ ____________________________ ____________________________ ____________________________


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Presentation Delivery Techniques

I can never remember being afraid of an audience. If the audience could do better,theyd be up here on stage and Id be out there watching them. -- Ethel Merman

A successful presentation starts with the developing of your message and ends with thedelivery of that message. How you say it is just as important as what you say. Aneffective delivery is comprised of multiple items, starting with your preparation, settingup the facility, making a great first impression, using humor, using visuals, and endingwith the effect you leave on the audience.

Stand LeftIf you are projecting a PowerPoint presentation, using overheads or working with flip charts,it is important to stand to the left of your visual aid. Just as in the English language, peopleread from left to right. By standing on the left side of the screen (from your audiences view),the audience sees you and then your visual aid.

Answer QuestionsThe Question & Answer portion of your presentation should be conducted prior to thepresentation conclusion. This ensures that your presentation ends they way you planned,not on a bizarre question or comment from an audience member. Your last impression onthe audience should be the way you planned.

Visual Aid JeopardyWhen properly prepared, visual aids can be a valuable asset to your presentation. They canliven up and enhance your presentation by making your ideas more understandable andmore interesting, while adding to your overall credibility. A presentation with visual aids is

also the foundation of a persuasive presentation.

Many speakers are so intent on explaining a visual aid that they spend most of their timetalking to it instead of to the audience. You should stand to the left of your aid and face theaudience when you speak. Remember the three Ts when using visual aids.

T1 = __________________ T2 = __________________ T3 = __________________

Your objective in designing visual aids is to make it readable and consistent. Audiencescannot absorb a huge quantity of new information. Limit a speech to only a few key points,and limit visual aids to those that are necessary to clarify or illustrate those points. A rule ofthumb is to have no more than six words on six lines (known as the 6x6 rule). Use the KILLKISS as your guide and you can not go wrong.

KILL = ___________________________________________________________

KISS = ___________________________________________________________


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Why iSpeak?

iSpeak has created a model that positively impacts the way an organization doesbusiness while providing tools to increase net sales and customer satisfaction. Thismodel is complimented by their ability to deliver the instruction and materials in anengaging and creative forum. - Cliff Burnette, Spansion

Customized ProgramsiSpeak believes that generic course content and workshop examples will not produce thesame lasting effects as content customized to your industry and company. All courses foriSpeak can be customized to deliver the most memorable and applicable education for you.

Internal Curriculum DevelopmentiSpeak develops all of its own training materials, which fosters customized courses based onyour unique needs. All content is based on extensive research and written by professionals

with years of business and education experience.

iSpeak Business ModelsAll iSpeak courses are model based. Each class has its own educational model as thefoundation for the course. This means that you will not only examine and learn newskills (analysis), but you will learn how these skills work together to achieve positiveresults (synthesis).

Facilitators, Speakers and InstructorsiSpeak will only employ seasoned professionals and experienced educators for the classroom.In addition, all facilitators must possess exceptional speaking skills. On average, ourfacilitators have 16 years of business experience.

Tools & Job AidsIn each iSpeak course students will learn how to utilize tools to achieve success. Thesejob aids can be immediately implemented by the students upon their return to work.Each of these tools will be delivered to the students in class and will also be madeavailable to students via the iSpeak Web Portal.

Except as permitted under the United States Copyright Act of 1976, no part of this booklet may bereproduced or transmitted in any form or by any means, electronic or mechanical, includingphotocopying, recording, storage in an information retrieval system, or otherwise, without the prior

written permission of iSpeak, Inc.

To order additional copies of this booklet, please contact iSpeak by phone at 512.671.6711 or byemail at [email protected]


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Presenting4Success Booklet v1.3

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