Posts Tagged ‘communication’

All is ‘com’, all is bright.

Monday, December 17th, 2012
(c) Photograph by Lorraine Behnan

(c) Photograph by Lorraine Behnan

At this time of year we celebrate many holidays and revel in the festivities of the season.  Another year has quickly passed with the inevitable peaks and valleys of life’s landscape.  We continue to make memories.

I started to reflect on my own year and one thought lead to another.  These thoughts lead to my blog.

We are in a world in which technology is a huge part of our lives, and we spend a lot of time in the .com universe.   However, there are many other kinds of ‘com’ assets that elevate our quality of life.  The preface for ‘com’ means: with; altogether; jointly.

Here are my favourites:

Combine – Sharing your ideas or talents with colleagues and friends increases opportunities and the possibility to succeed.

Comedy – Laughter and humour infuse energy, camaraderie, and productivity. A lightness of being gets us through those particularly stressful days.

Comfort – Each of us has challenging days, be they emotional or physical. The comfort of others helps lessen the burden. Be aware of those in need and reach out.

Commend – There are certain actions taken which require a degree of risk and bravery for the benefit of others. Find ways to earn the commendation, and be quick to commend those who make the effort.

Commit – When we believe in an idea, person, or project we can demonstrate our support through firm commitment.

Communicate – The art of conversation is timeless.  We have many vehicles in which to communicate.  Before you write that lengthy email, consider picking up the phone or meeting face-to-face.  Continually hone your skills.

Compliment – We love to be recognized for our contributions and achievements no matter how small or great.  One compliment can go a long way to motivate an individual or group, and to strengthen a relationship.

I am sure you have a favourite com of your own.

Wishing you peace and joy for 2013.

The Upside of Uncertainty

Wednesday, July 11th, 2012
Lorraine Greek sunset

Photograph ©Lorraine Behnan

Life is uncertain. Uncertainty is life. That’s the appeal of living. So why then is uncertainty often depicted or perceived in a negative context – like it is a bad thing?

References to uncertainty are cited daily in a variety of scenarios and through multiple forms of media and communication. What is certain is that every day the sun will rise and the sun will set, and between dawn and dusk there will be uncertainty.

Humanity is resilient in uncertainty. Resiliency drives us to see what tomorrow brings, and even more importantly, what we can bring to tomorrow.

Sometimes people confuse uncertainty with security. Uncertainty is not being able to read the future.  Well, that’s normal unless you are psychic.  Security is providing a safe environment. This too is normal, however it is practical and achievable.

Arguably some people do better than others in times of change and uncertainty, but generally we have the ability to bounce back. Beware the ‘Chicken Littles’ who squawk loudly to keep us in fear because they may have a hidden agenda for their own gain: power, control, manipulation, and dependency.  These are obstacles that can crack our confidence and derail our personal goals and beliefs.  Amid the noise of uncertainty it is hard to keep one’s focus, and easy to be drawn into the abyss.

Before you go down the  rabbit hole of anxiety and fear look at the upside of uncertainty: the joy of wonder, the element of surprise, fuel for curiosity, antidote to complacency.

This quote by the late Gilda Radner beautifully captures her inspiring perspective on uncertainty.

“I wanted a perfect ending. Now I’ve learned, the hard way, that some poems don’t rhyme, and some stories don’t have a clear beginning, middle, and end. Life is about not knowing, having to change, taking the moment and making the best of it, without knowing what’s going to happen next. Delicious Ambiguity.”

Maximize Speaker Value

Tuesday, November 22nd, 2011

Woman presenter with WhiteboardOrganizations and companies continually look for new ways to create memorable and valuable meetings. One of the most popular practices is to engage a dynamic Keynote Speaker whose role is to set the tone for the day, introduce the theme, and infuse excitement and energy that can be sustained for the duration of the event.

A great keynote speech inspires the audience, encourages a call-to-action, and generates interest to explore the topic further. A memorable keynote adds value to your meeting or event. Many speeches are independent, however, others can be great springboards for workshops.

You can maximize the value of a speech and increase the longevity of its impact by engaging the same speaker to deliver both the keynote speech and lead or facilitate a workshop on the same day. This is an option that is becoming more in demand to increase the sustainability of an event.

Here’s how the  combined offering of Keynote Speaker and Workshop Leader maximizes the value:

  1. Having the same speaker deliver the keynote and lead or facilitate a workshop provides continuity and boosts retention of key messages and best practices.
  2. The keynote followed by a workshop creates an immediate opportunity to put theory into practice. Participants can dive deeper into the learning and development process while the keynote ideas are still fresh.
  3. The workshop setting allows the participants to build a deeper relationship with the speaker thereby increasing their willingness to embrace and implement ideas.

Busy Busy Busy

Sunday, August 28th, 2011

Multi-tasking

“Sorry I didn’t get back to you. I have been so busy.”

“Sorry it took me so long to get back to you. I have been so busy”

“Sorry I’m late. I am so busy.

These are not endearing communication openers whether they are expressed in person, by email, or voice message. If you live and breathe in the working world you are ipso facto, busy. If you aren’t busy, something is awry.

No doubt, I too have slipped the “busyness” phrase into my own communication – it is usually followed with immediate regret.  When someone says, “I am so busy”, the unsaid inference is,“ and I have been too busy to include you.” Now this may not be true, but that’s how it sounds and feels.

To add to the drama the latecomer may rush in to a meeting juggling binders, iPads, Smartphones, and a Starbucks coffee as they breathlessly deliver their apology. The recipient of the greeting responds with a polite, “No problem”, however their inside voice is saying, “So what, I’m busy too but I left my busyness outside the door so that I can be focused and ready for you.”

We DO get overwhelmed with work and personal responsibilities.  We DO run late for meetings or forget or postpone replies to our messages. Apologies are always appropriated.  What is unnecessary is the preface along with a litany your busyness agenda.  If you are late for a meeting or phone call simply say, “ I sorry I am late because, (insert ONE reason).  If you are late in replying to an email or voicemail,  “My sincere apologies for this late reply”, is sufficient.  Already disgruntled because of the delay, why add to the aggravation by making people read, or listen to lengthy excuses?

In summary:

  1. Open with “ I am sorry for being late”
  2. Give one specific reason
  3. Get on with the meeting or message.

Considerate Communication

Monday, February 14th, 2011

Male and female conversationWhat do I mean by considerate communication?

Asking for a person’s attention while being respectful of their time.

How do you demonstrate your consideration?

Do whatever it takes to make communication easy for the recipient.

This statement is so important it is worth repeating.  Do whatever it takes to make communication easy for the recipient. Think about the people with whom you would rather communicate.  They are likely easy to listen to, easy to understand, and easy to share an exchange of ideas.

There is a classic saying, “If I had more time I would have written a shorter letter”.   Indeed, it does take more time to organize clear, concise, and compelling communication.  If you want people to listen, understand, and retain your ideas, then take a few minutes to organize your thoughts.  And, ‘Do whatever it takes to make it easy for the recipient.’

Daily we experience waves of information overload.  Our heads are full and so are our email folders and voicemail boxes.  Our time is squeezed multi-tasking at home and at work, and multi-managing communication devices.  We suffer from the T’N’T effect — Technology and Time deficit.

Attention spans have dwindled.  In a rush to communicate we do not take the necessary time to process and edit our thoughts.  As words form in our head they go directly to the page or out of our mouth.   We rush to hit the ‘send ‘ button.  Rambling emails, conversations, and voice messages leave the recipient with the frustrating task of sifting through all the content in an effort to decipher the important information. This is no way to make friends and influence people.

Before you write that next email, make that call or ask for a meeting, take a few minutes to, ‘Do whatever it takes to make communication easy for the recipient’. Follow this efficient, effective and considerate process.

  1. Keep your ideas short and simple.  Compound and complex language causes disengagement and frustration.
  2. Prioritize your main points. Don’t assume the recipient will stay focused to the end of your communication to get ‘the good stuff’ .
  3. Include only the information that is relevant and helpful to the recipient. Minimize the backstory.
  4. Construct a logical flow of ideas.  This helps the recipient to understand and strengthens retention.
  5. Replace long-winded explanations with examples, metaphors, or analogies. The recipient is more likely to remain engaged.
  6. Review and determine the extraneous or superfluous information. Distill. Review. Distill.
  7. Proffread. I mean proofread!

Going Local

Wednesday, October 13th, 2010

Local SignAs a relatively new advocate for buying local, I am already reaping the rewards.  Local is not exclusive to growers but to a variety of providers to the consumer. I live in a small community close to big city plazas and big box stores.  Only recently, out of necessity and convenience, I started buying locally at smaller shops and grocers.

Not only am I enjoying fresh food, simplified shopping, and unique products but I am also experiencing exceptional customer service.  Is it because many of those serving the customers are also the owners? Is it because many shops are family operated and have been in the community for decades? Is it because they have built a history of reliability, trust, and integrity? Is it because they call you by name when you return?  Is it because they welcome customers with the warm smile of a close friend? Is it because you get value for your money from staff who sincerely care?

Yes, to all of these reasons, and more.

I read many books and magazines on the latest trends in building and sustaining client relationships to grow business and retain loyalty. Many of the writers are from the Harvard Business School, but sometimes the best ‘tried and true’ practices are good old-fashioned approaches found in our own backyards.

Benefts of  good old-fashioned customer service:

  1. Always take time to exchange pleasantries.
  2. Staff is knowledgeable and courteous.
  3. Pride in their products and their brand.
  4. Keen awareness of a customer in search of an elusive item.
  5. Communicate with customer instead of chatting with colleagues.
  6. Patience is extended in helping the customer make a decision.
  7. Share your joy in the discovery of the perfect product.
  8. You are escorted to a desired item rather than being pointed in a vague direction.
  9. If a product is not available an alternate suggestion is made or they special order.
  10. Offer unique products and express enthusiasm for their special attraction.
  11. Remember your previous purchases and ask for your feedback

If you have experienced additional benefits of local customer service I would love to hear from you.

Speech Versus Presentation

Wednesday, June 23rd, 2010

Woman presenter

Often in my presentation workshops and private speaker coaching sessions I am asked, “What is the difference between a speech and a presentation?” If you Google this question you will see many similar responses. A speech is only words with no slide support. A presentation is interactive with the use of slideware.

Today’s business world requires a hybrid scenario. We want to effectively communicate ideas while ensuring audience connection and retention in order to achieve our goals. Not everyone is an orator who can engage people for 30 minutes or more, so we tend to rely on slides for support and audience engagement. Used sparingly and selectively, slides can help underscore a message or illustrate an example.  Most importantly, however, you need to deliver your ideas with dynamic speech and animated body language. Breathe life into the content.

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Beyond the Joy of Speaking

Monday, March 29th, 2010

Hand shape of heartI am so fortunate to do what I do. This past month two more experiences reminded me again how wonderful it is to be a professional speaker.  The speaking is only a part of the job satisfaction. I love communicating with audiences, making them laugh, inviting them to reflect, and encouraging them to think. That’s half of the joy. The balance is the opportunity to meet such interesting and diverse people, and to learn about companies and organizations that I would otherwise not encounter.

The Deaf-Blind Coalition of Ontario and Cambrian College invited me to be a guest speaker at their respective events. My experiences are always positive. So, what was particularly special about these two?  Let me start with the Deaf-Blind Coalition.  Sharing the stage with me were two incredibly talented Sign Language Interpreters.  Signers tag-team, each sharing the stage for 10 minute intervals.  Not only were these phenomenal duo instantly interpreting my words – they were interpreting me! They were a reflection of my performance, capturing my style and messages perfectly. I was in awe.  Almost to the point where I wanted to stop speaking and watch them!  They embodied everything I try to encourage my audiences to embrace in their personal and professional lives: passion, focus, spontaneity, teamwork. There was a dinner prior to my presentation so we sat together to get to know each other. They were quick studies and demonstrated a wonderful sense of humour.

Cambrian College in Sudbury is a State of the Art institution.  While I was waiting to receive a tour of the facility, a music student graciously accepted my request for him to play his guitar.  Without hesitation or fanfare he played an emotionally charged classical piece.  The tour was another highlight.  From the training kitchens of the Chef School to the Wabode Aboriginal Centre and it’s with enchanting meditation centre.  I plan to return and enjoy a meal at the Fontaine Bleue operated by the Hotel and Restaurant Management Department, and take a meditation class with the remarkable Debbie Robertson.

Wall of Fatal Words

Friday, July 31st, 2009

Wall of Fatal WordsRecently I introduced a slide to my communication presentation called, ‘The Wall of Fatal Words.’ I was pleasantly surprised by its popularity. The initial response is laughter because the words and phrases are so familiar. What are the fatal words on the wall? These are words and phrases that halt dialogue.  These are words and phrases that come trippingly off the tongue without thought to their negative impact.  These are words and phrases that are reactive versus productive.  Why do we use them? Because we do not take the time to process what we say.  We think them harmless.  These words pack a punch – and not in a good way!  If you want to be an open and honest communicator then consider the implications of the words you choose.

Listen carefully the next time you engage in a conversation or participate in collaborative meetings. You may be astonished to hear the frequent use of these or similar words and phrases.  Pause before you speak. Reframe your thoughts from negative to positive language.

Words spoken in haste can cause long-term damage.


Why Audiences Tune Out

Thursday, May 7th, 2009

sleeping-businessman

I have written articles and best practices on how to engage audiences of all sizes. This entry addresses factors that can alienate the audience and cause them to tune out the speaker or presenter.  Whether I am coaching emerging speakers, or watching a more seasoned presenter there are recurring actions which contribute to  audience detachment.Many of these are simply due to lack of preparation. Most people know that being prepared is fundamental to the success of their speech or presentation yet  all too often it is ignored. If you are fortunate to be given a platform to share your ideas then you  have a responsibility to respect the time and attention of the audience.

TURN OFFS THAT CAUSE THE TUNE OUTS

1. Reading your notes rather than connecting with the audience.  I don’t mean referring, I mean reading. There is a recognizable difference. How can you make a connection if your focus is on your paper?   Reading verbatim is also one of the primary signals that you have not made an effort to learn your material. It also begs the question, ” If you are an expert on the topic, why are you reading?”.

2. Over used and overwritten slides. This is a similar crutch to notes. Instead of actually taking the time to learn the key messages and flow of your content you let the slides do the work for you.  Audience immediately respond to this dependency as weak and uninteresting. Particularly if your slides do not offer compelling and unique visuals. We are all familiar with the term ‘Death by PowerPoint’ – specifically by the bullets!

4. Using larger words when smaller ones will do.  No need to impress the audience with your cleverness. Obviously you are an expert in your field or you would not be invited to speak.  Words that require  a dictionary can be patronizing and off-putting. Be selective, limit technical jargon. Speak conversationally not academically.

5.  Rushing through your content.  Trying to keep up with the rapid pace of the speaker is extremely frustrating. You send the message that you are in a rush and want the experience to be over with ASAP.   It also appears that you really don’t care if the audience is able to keep up with what you are saying.  Audiences shouldn’t have to catch their breath to catch up with the speaker.

6. More bells and whistles than content. Video clips, photos, music can all add dimension and engagement to the presentation if used strategically and sparingly. However, if  used in excess it looks like you have padded your presentation with filler rather than quality content. People are there to hear your ideas not watch a mult-media show.

7. Lack of customization. If you have delivered a presentation you are likely aware of how important it is to  ’know your audience’.  A little customization goes a long way to making the connection and building credibility. Show the audience that you have cared enough to learn about them and their specific needs and environment.