Assumptions can lead to miscommunication─even conflict

 

Have you noticed? We human beings often jump to conclusions─or make assumptions. These lead to miscommunication and even conflict. In workshops, I demonstrate this by standing much like the woman in the picture and ask the participants to describe how I'm standing. They answer impatient, irritated, upset─all assumptions about how I feel. Then I ask them to describe what they see by starting with, "I notice your..." Then they get it and say, "I notice your arms are crossed, you're tapping your foot and you have a serious expression on your face." Now they're getting closer to using Perception Checking.

Here are the three steps involved:
1. State your observation
2. State your assumption
3. Ask for verification or clarification

Let's continue with the example I started above:

1. I notice your arms are crossed, you're tapping your foot and you have a serious expression on your face.

2. I assume you're irritated.

3. Am I reading you accurately?

This gives me a chance to clarify, "Oh no, I'm just cold and I need to go to the bathroom!" Incorrect assumption─and serious miscommunication─averted!

Would you like fries with that?

No matter what you're selling, upselling adds dramatically to the bottom line. Trouble is, some employees feel uncomfortable─translate that to pushy─encouraging a customer to buy more. We need to share with them the rationale and make it easier for them by practicing scripts that they can modify.

A great place to start is to get them brainstorming the goals of upselling. They might come up with a list like this:
• Provide customers with what they need to make their project/purchase/experience/contract more successful
• Share new products and ideas with customers
• Educate customers about our product line─they may not be aware of all we offer
• Increase sales

Then, help them figure out specific recommendations they can make to the customer. Let them know it will depend on what the customer just ordered─or ordered in the past.

From there, it's as easy as 1... 2... 3...
1. Think of some typical items a customer would purchase
2. Come up with what you can recommend as an add-on sale based on what they ordered or purchased
3. Write down the phrasing you would use to recommend those additional items to the customer

Have employees create a number of their own scripts─with help from manager and coworkers─using this formula:
1. Customer orders...
2. You can recommend...
3. You would say...

Then, practice, practice, practice. Once employees have said their own scripts enough times, they can do it comfortably─when it counts!

May you break a leg at your next presentation!

No matter the size of the audience, many of us are very nervous when we speak. Here are some pointers that will help:

Get grounded before you start

When I lead presentation skills workshops and attendees are about to give mini-presentations, many will start talking─often apologizing─as they head for the front of the room. Instead, walk silently to the front, place your feet hip width apart with your weight evenly distributed, look at someone in the audience and then start your talk. Oh, and make sure you're not starting with "Um" or "So!"

Talk to one person at a time

Literally. Look at one person for three to four seconds, then move on to the next person. Really make eye contact. Then you're not speaking to a big audience, you're talking to one person. And even better, they will respond─many will nod or smile─and you'll get feedback that you're on target.

And remember to breathe!

When we're nervous, most of us hold our breath. Pretty hard to speak when this is happening. I remember years ago when I was demonstrating on a model. She fainted into my arms! Turns out she was holding her breath and had locked her knees. Recipe for disaster. Check out a previous blog post where I talk about diaphragm breathing. Not only does it help calm you; it gives you a stronger voice.

Now, break a leg!

(BTW, Wikipedia lists many theories behind the etymology of that phrase.)

The impact of visuals

Remember sitting in that overheated classroom in high school or college listening─or not─to a seemingly endless lecture? Probably not, since your mind had gone numb. Why did so many of us need to write down every single word we heard? Because at least 65%of us are visual learners.

Consider the result of this study conducted at Harvard: people comprehend about 7% of information delivered verbally and 87% when delivered both verbally and visually.

A study at the Wharton School at the University of Pennsylvania found that presenters using visual aids:
- conduct meetings in 28% less time
- increase audience retention by up to five times
- get proposals approved twice as often

Further studies found that when visuals are used group consensus occurs 21% more often and the time required to present a concept can be reduced up to 40%.

The message is clear: use handouts, write on the board or paper, demonstrate, show a quick clip─get visual!

Practice diaphragm breathing to improve your voice and remain calm

Did you know─many of us breathe backward? If I asked a group to take a deep breath, many people would quickly fill their upper chest with air. This isn't enough to support a strong voice or help calm us. In fact, it just makes us more tense. Try diaphragm breathing instead:

• Sit quietly—with both feet on the floor if in a chair, perhaps legs crossed if on the floor

• Relax hands—holding nothing. Rest them on your knees or in your lap.

• Initially for practice, place one palm flat on the front of your waist between the bottom of your ribcage and your abdomen. Place your other hand on your breastbone.

• Close your eyes.

• Breathe in through your nose with your mouth closed.

• Feel your rib cage expand as your shoulders remain still (that’s your diaphragm expanding).

• Exhale sloooooooowly through your slightly open mouth—pulling your diaphragm toward your spine.

• Now try inhaling to a count of 3. Hold for 1 count. Exhale to a count of 3. Hold for 1 count.

• Breathe rhythmically. Eventually expand the count and focus on the exhale being even longer.

Practice diaphragm breathing and you'll find your voice will grow stronger. An added bonus? You'll feel like you've just had a short nap!

The power of a story well told

John Kotter, author, marketing expert and professor at Harvard University says, "Stories stick in the brain in a holistic way, better than charts, numbers and concepts. As a result the probability that the message will have an impact on behavior goes up."

I'll never forget one of the few times I substituted in an elementary school. I was sitting in a chair reading a story to the kids and they were gathered around me in irregular rows. As I read, I began to realize that the first row had moved up until several of them were touching me and even leaning on my knee. Remember what it was like to be caught up in the telling of a good story? We respond to the sound of the reader's voice, the visual images they are conjuring up, our empathy with the characters and our anticipation of the outcome.

Adults respond in the same way! We can use the power of a story to engage them and make our point. Whether you're mentoring one-to-one, leading a team meeting or speaking in front of a group─remember the power of a story well told.

Networking that nets results

New business development requires the ability to build rapport and trust quickly and create a professional, positive impression. Everyone in your company has opportunities to bring in new customers and new business. Whether they're attending a trade show, at a professional association meeting, or representing your company at a meeting or event; they need to be able to make the most of these opportunities. Are they ready to sell themselves, your company and your products or services?

Make sure they know how to:
• Enter into a group of people they don't know
• Start and maintain a comfortable, productive conversation
• Remember peoples' names—and what to do if they don't!
• Effectively answer the question, "And what do you do?
• Make the most of networking by following up effectively

No matter what the job title, in today's business environment we're all in Marketing!