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Presentation Trainers' Blog

Leading Your Team Through Changes

Posted on November 29, 2010 by Presentation Trainers

We now move from the Thanksgiving table to the conference room table. We’ve been noticing how changes in the business world – from executive comings and goings to mergers, promotions, and other adjustments – can affect the workplace.

So many business people do their work in teams. Often, a climate of change can be distracting to such teams, as members are worried, mistrustful, unclear or opportunistic. Change can lead to fear, and everyone can be affected differently. New members feel like outsiders, current members see themselves as obsolete, and anyone can become unwilling to offer input that can be valuable a team’s effectiveness.

Team leaders play important roles in helping their teams navigate change. It is the job of a leader to make sure that the team stays focused, on task, and moving forward, especially in a difficult environment. We’ve been working in recent months with a number of individuals and teams in this type of situation, helping them to take the reigns and lead their teams by taking actions such as these:

  • Welcoming new members, both privately and publicly, and clarifying the roles that they will be expected to play on the team.
  • Acknowledging issues that the team may need to confront, such as a post-merger clash of cultures or promotion of one team member over another.
  • Recognizing outstanding contributions that the team – or specific team members – has made to the larger organization.
  • Thanking members publicly for their hard work and extra effort, when appropriate.
  • Sharing honest and real feedback and information, without sugarcoating, especially when people are nervous about rumors or anticipated changes.
  • Reminding the team of its mission and its role within the organization, particularly when morale seems low or the work seems particularly difficult.
  • Providing one-on-one counsel and coaching to team members to encourage or help them succeed in their work.
  • Clarifying expectations of team members, especially when roles change.
  • Encouraging concerns and questions to be expressed both publicly and appropriately, instead of behind people’s backs.
  • Initiating informal or social gatherings, such as taking the entire team out to dinner when traveling together.

Leading well is about communicating well. Be clear with the people you lead. Set the tone that encourages them to work efficiently and effectively. Help them to understand their role in the larger organization. And let them know that you appreciate their hard work–especially around the holidays.

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Selling is about Asking Questions

Posted on November 9, 2010 by Presentation Trainers

A scenario to avoid:

Salesperson shows prospect his company’s hot new product, a high end, state of the art gadget.

Prospect turns it over and asks: “How does this work?”

Salesperson launches into an extensive explanation of the technology, the complex circuitry, and the exhaustive details of the product, all while the prospect’s eyes glaze over.

Finally prospect says, in a tone that indicates she is losing her patience: “What I meant was…how do you turn it on?”

The image of the salesperson armed with constant chatter is a stereotypical one. In this case, the sales rep launched into a spiel without really understanding what his prospect needed. By probing-a vital process of asking and listening-he could have expected a better outcome.

The best sales representatives we work with aren’t the ones who have their pitch memorized or a joke always ready to tell. Instead, they have learned how to ask relevant questions in a natural, conversational tone, and how to listen for the answers that will help them tailor their sales presentation to every prospect they meet. The latter part, learning when to be quiet, is as important a presentation skill as any we teach.

How, you ask, can “shutting up” be thought of as a presentation skill? Presenting to others, especially in a sales situation, requires both content and style. Developing content that wins the trust a client requires can best be created once you have a thorough understanding of their issues and needs.

By asking good questions, you’re establishing rapport with your prospect, showing an interest in them and their story, and encouraging them to share their own expertise. You’re also breaking down barriers and getting inside information. We encourage our clients to become active listeners, asking them to go into greater depth by posing clarifying or leading questions such as “How do you define that?” and “What exactly do you mean by that?” Listening is the key to the sale.

In order to plan a targeted sales presentation that really gets below the surface, make sure you’re asking for more than info you can glean from a company’s web site. Here are some examples of questions you can use to probe for information in advance of your presentation:

  • What challenges does your business face these days?
  • What part of your business requires the most resources and energy?
  • How have you handled these issues in the past?
  • Who are some of your main competitors?
  • What’s the hardest part of your job?
  • What do you look for in the vendors that you work with?

Asking follow up questions will demonstrate your understanding and insight. If you probe well, your prospect will TELL YOU exactly what you need to do in order to earn their business. Don’t come back with a boilerplate presentation, but one that demonstrates the degree to which you have learned about their issues and the steps that your company is prepared to take to help them address them.

Your prospect will appreciate the tailored attention. And they’ll be impressed by how well you listened.

For more on probing skills and the sales cycle, we highly recommend reading the book Spin Selling by Neil Rackham.

Probing Practice:

There’s a game played by improvisational actors that will help a chatter-prone salesperson practice the skill of asking questions. (You may recognize it from the TV show Whose Line is it Anyway?) Two people engage in a conversation on any topic. Here’s the hard part: every phrase that comes out of their mouths must be a question. Questions must always follow questions-no statements are allowed.

Are you new in town?
Would it matter if I were?
Why can’t you give me a straight answer?
How should I know?
Could I have your phone number?
Why do you want it?
Do you like sushi?
What do you have in mind?

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Job Interviews are Presentations

Posted on October 21, 2010 by Presentation Trainers

From our intricate and extensive marketing across the country, we’re pleased to share this result of the first EMS economic survey: people seem to be getting more opportunities to interview for new positions.

Hopefully, this is a sign that the job market is starting to loosen up. Realistically, it’s a sign that we should write about job interviewing techniques that have worked successfully for our clients.

Approach a job interview as you would a one-on-one presentation. Start with advance preparation, where a little EFFORT makes all the difference. Then, on game day, stick to The Fundamentals: eye contact, gestures, pauses and energy are all critical.

Plan content. We know someone wants to ask this: how can I practice if I don’t know the interview questions? Take it from EMS: most interview questions are softballs (Tell us a bit about yourself…). Know what you want to say before you ever walk into the room. We recommend arming yourself with a few well-practiced examples:

  • A story of a work situation that demonstrates your skills and abilities.
  • Your thoughts on the industry or the position that show off your expertise.
  • A short synopsis on how your background qualifies you for the position.
  • A non-work experience that shows off your personality, style or strengths.
  • A specific example of how you’ve worked to improve your skills, overcome a weakness, or upgrade your talent.

POW! Prepare a few POW! statements, short thoughts that make big impressions. If it doesn’t feel appropriate to start your interview with one, wait for opportunities to share a statistic, a quote, an anecdote or an example that helps make you sound memorable and qualified.

Anticipate questions. What are the toughest questions that someone will ask about? Prepare your response to a question about a time lapse on your resume, or one about why you left the ABC Company after six months.

Ask questions. Remember that you are interviewing employers just as they are interviewing you. Make sure your questions are more substantial than “How much vacation will I get?” and “Will I get a car allowance?” Ask questions that demonstrate your insight into the industry, the position or the company, such as: Why did this company drop that redesigned product line? How has the growth of Company Y affected this business? What role does the account manager play on your team?

Speak with confidence. You can’t completely eliminate qualifiers (if, think, hope…) or personal pronouns (I, me, my) during an interview, but do limit them. Don’t say “If I was hired, I would be an effective leader, I’d be a great team player, and I’d work hard.” Instead, be positive and focus on the company: “With me in this role, XYZ Company will get a proven leader, one who is a team player and who will work hard to get the job done.”

Multiple interviewers? If you’re meeting with more than one individual, be sure to connect with everyone at the table, even if only one is asking questions. Use eye contact: not shifty-eyed back and forth, but focused eye contact that stays with one person for a complete thought. And don’t forget to reach out to the person who comes in late or at the end-for all you know, that may be the final decision maker!

Wrap up. Take a moment to summarize why you’re the right person for the position. Look everyone in the eye to let them know that you’re looking forward to working with them. Remember that POW! statement? Use it again at the end.

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Questions: Love ‘Em or Fear ‘Em?

Posted on October 4, 2010 by Presentation Trainers

Some speakers look forward to the interaction that comes from impromptu audience questions, while others hope to God that no one will ask them anything during their presentation. It’s always a topic we address in our seminars. So we pose the question: why do some speakers tighten up before Q&A?

From our perspective, it’s all about fear and nervousness:

  • They fear the unknown.
  • They feel unprepared.
  • Someone important or intimidating is watching them.
  • They believe someone is trying to trip them up ad make them look bad.

Q&A is actually a speaker’s best opportunity to excel, because you get to talk about your own area of expertise. We’ve seen many nervous speakers struggle with a prepared presentation, only to break through and transform themselves into wonderful speakers when they are talking off-the-cuff in response to a question. When you know your subject-as most presenters certainly do-you can do a great job.

Think about it this way-it’s really no different than when you answer your phone and a customer has a question. Do you say “Sorry, I’m not prepared right now-can I call you back?” Or do you have the confidence to trust your knowledge and give them the answer right on the spot?

“Responding to questions might be an opportunity,” you say, “but that doesn’t keep me from feeling nervous.” So here are some tips that presenters can use to prepare for success-and fight off fear-when handling questions:

  1. Do an Audience Analysis, spending some time in advance thinking about your listeners. If you’ve attended an EMS workshop, you learned that the more you know about your audience, the easier it is to anticipate what they might ask.
  2. Answer hard questions during your presentation. As you plan your content, come up with key questions or objections that you are expecting, and incorporate those answers into the body of your message.
  3. Brainstorm and practice. Once your content is set, make two lists: one of friendly questions, and another list of questions that you hope they don’t ask. Take time to practice how you’d handle all of them. (Do you think politicians prepare for the Q&A portion of a press conference? You bet they do, sometimes for days!)
  4. Bring in EMS. We often have a special Q&A module as part of our two-day workshop that will help you learn, practice and see yourself in action. Or you can schedule a special Q&A Follow-up session for you and your team.

Like presenting, questions pose opportunities, not challenges. They offer you-as a speaker-insight into what audience members are thinking, and give you a chance to share your expertise.

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What Do You Do?

Posted on September 24, 2010 by Presentation Trainers

Before his days hosting Deal or No Deal, comic Howie Mandel practically built an entire stand up routine around asking his audience members the question “What do you do?” He’d play off their responses, which gave him great material to work with, in part because they stammered, gave incomplete answers (“I’m in purchasing”) or simply gave their titles (“I’m an assistant regional supervisor”). Howie had a field day with them. (“Purchasing-you mean SHOPPING?”)

Now that summer is here, it’s a time when lots of people are out in the neighborhood, at little league games, farmers markets, art festivals, or even the local pool. You’ll run into people you know, and probably meet a new set of neighbors, friends of friends, and other members of your community. We guarantee you’ll hear the same question that Howie Mandel asked his fans: What do you do? (WDYD?)

Be prepared with a great answer to WDYD. Talking about yourself and your work in an informal, no-pressure setting is a terrific way to practice your presentation skills. And you can make great business and personal connections with the people you meet at the park, just as you can when you go to more formal industry networking groups, where you’re primed to stand up and talk about yourself and your business.

EMS recently led a “Big Five” exercise with one of our clients, and had a lively group discussion focused on answering common questions about the organization, WDYD in particular. We noticed that the question invites a wide variety of responses, which may explain why some people struggle to articulate their answers. Some are tempted to go on and on, while others are very tentative and careful with their words.

The biggest surprise is that so many people find WDYD a hard question to answer. It really shouldn’t put anyone on the defensive. Instead, think of WDYD as an open invitation to talk about your skills, your business, your passion, and anything else that makes you unique.

Be ready with a short, medium and long answer for WDYD. Here are a few suggestions for how to frame your response:

Paint a picture, Pablo. Give some brief insights into your organization, your role, your industry or your background to get the listener’s interest.

Don’t get all technical, Tyler. Please avoid using jargon or terms that the average person doesn’t understand. We apologize to the detail-types who read this newsletter, but if you see someone’s eyes glazing over, you’re probably giving way too much information.

Don’t be too vague, Coleman. The once funny “I’m in plastics” response gives nowhere near enough information to someone who might need to make a professional connection with you or your company. Even something more descriptive like “I’m a lawyer” is only a starting point.

Sell it, Steverino! Share what’s exciting, important and relevant about what you do. Start with a POW! Statement (visit our website’s Glossary for more on that), and talk in a way that will make people want to listen. Remember, WDYD is a chance to sell, recruit, promote, and motivate.

If you don’t have a response ready for WDYD, start working on one. Practice verbalizing it in the car, at the dinner table or at your desk. Before long, you’ll be out looking for opportunities to deliver it.

Try this idea for a workgroup or offsite meeting: Take turns with your colleagues answering WDYD. Everyone gets to stand up and give a 1-2 minute response, after which they get feedback-positive and constructive-from the rest of the group. After you all have given an answer and received feedback, make a list of the key words and phrases which made the biggest impact, then go around the room again and give everyone another opportunity to respond.

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Are You Sitting Down?

Posted on September 8, 2010 by Presentation Trainers

We’ve been working recently with a number of individuals who tell us they are more likely to give a presentation while seated around a conference table rather than standing. When participating in our seminars, they ask us: how is it different to present from a seated position?

First of all, it’s a valid question. We can think of many business situations where it feels more appropriate, welcoming and even acceptable to sit down when sharing a prepared presentation such as a proposal or project update. What set of skills will help the presenter in that situation?

At EMS, we have considered that question quite a bit, and concluded that presenters need to master the exact same skills and tools that they need to learn if delivering a standing speech. There is plenty of room for the speaker to use good eye contact (especially when you’re all sitting at the same level), pauses, gestures, energy, body language, organization of thoughts, and self-confidence when seated around the conference table.

In some ways, the face-to-face contact, smaller audience and increased intimacy of the atmosphere invites using a more conversational tone. For many people we know, that situation makes them more comfortable. They find it easier to keep things real, to handle questions, and to be more authentic.

But let’s take this a step further, because often your job as speaker is to persuade your listeners to follow your ideas. No one said you either have to sit or stand throughout the entire presentation. Even at a ball game, we don’t sit through the whole game: we stand to applaud a great play; to make way for someone returning from the concession stands; and to sing Take Me Out To The Ballgame.

In other words, try standing when communicating a main idea. Get on your feet to emphasize something important that’s written on a slide. Walk over to the key decision maker’s printed document and physically show him the paragraph that you want everyone to read. Point to something through a window that helps demonstrate something you’re explaining. Changing your position from seated to standing, and vice versa, makes a big impact if you use it to your advantage. You CAN do both.

To conclude: those who typically present while seated are not immune from using any of the fundamentals we discuss at EMS workshops. Whether sitting or standing, being yourself is the most important approach.

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Presenting: Challenge or Opportunity?

Posted on August 23, 2010 by Presentation Trainers

Every presentation brings an opportunity. That’s one of our core beliefs here at EMS.

But not everyone we work with sees it that way. In recent months, we have heard clients say:

  • I have to give this presentation.
  • They’re making me get up in front of the leadership team.
  • I’m afraid I’m going to screw up in front of my boss.

By looking at a presentation as a huge challenge, any you set yourself up to fail. This approach goes beyond just presenting: whenever you focus on challenges, you’re focusing on the empty portion of the glass, not the full one. You’re looking at barriers and limits, rather than opportunities, which are boundless. This negative attitude becomes self-fulfilling. (See Doubt in the EMS Glossary)

Setting a positive tone for your message adds a lot to your presentation. We’ve seen several CEO’s spend too much time telling their employees about the challenges their company is facing, and we’ve coached others to take a much more opportunity-focused stance while communicating the same information.

From our perspective, every presentation is an opportunity for you to get up in front of an important audience and demonstrate your skills, your expertise, and your ideas. We encourage people to take a “get to” perspective rather than a “have to” perspective, as in: “I GET to give this presentation to the management team” or “They’re giving me an opportunity to address industry leaders, and here’s what will happen if I do a great job.”

Don’t play in doubt, and whatever you do, don’t get up in front of a crowd and say something like “My name is Eric Schor, and I am worried.” Every presentation is a chance for you to work on your skills, and become a better presenter.

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Inspiring Others by Trusting Yourself

Posted on August 6, 2010 by Presentation Trainers

Some people sell knives, others sell encyclopedias, insurance, banking services, engineering solutions, and more. But if you’ve become a leader in an organization, the most important thing you have to sell is your vision. That’s no easy task.

Convincing others to follow your vision requires getting others to trust and believe in you. The more we get opportunities to work with people on their approach to leading others, the clearer we become on this: whether you’re leading a team meeting, speaking to an audience, coaching an employee, or teaching a class, the best way to relate to others is to be REAL in your communications with them. In other words, trusting yourself to be yourself is a vital part of inspiring others.

But you don’t have to take our word for it. Here are a few quotes (from people more famous than we are) that share this fundamental EMS philosophy:

“Be a first rate version of yourself, not a second rate version of someone else.”
Judy Garland

“Be yourself; everyone else is already taken.”
Oscar Wilde

“Trust yourself. You know more than you think you do.”
Benjamin Spock

“Trust yourself. Create the kind of self that you will be happy to live with all your life.”
Golda Meir

“Have the courage to follow your heart and intuition. They somehow know what you truly want to become.”
Steve Jobs

“Self-trust is the first secret of success.”
Ralph Waldo Emerson

Your real, authentic self is the best side of you. Show it off as often as you can.

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Find Yourself a Coach

Posted on July 26, 2010 by Presentation Trainers

An article in the Wall Street Journal (“Despite Cutbacks, Firms Invest in Developing Leaders,” 2/9/09) discussed the importance of providing training for key employees during the current economic downturn. The piece, by Dana Mattioli, indicated that while some companies are cutting back on training programs, many-Estee Lauder, Accenture, Philips Electronics, Canon USA, among others-remain committed to training because they recognize that they will need effective managers and leaders to lead them through the recession.

The message in the WSJ article certainly resonates with us at EMS. Everyone can use the extra insight and support that comes from working with experienced trainers and coaches, particularly in the area of communications. Leadership development is critical within organizations that want to maintain a skilled workforce and loyalty among employees. Executives, upper managers and key employees who can communicate effectively add significant value to their businesses. Forward-thinking companies recognize that this is not a time for cutting back on efforts to develop those abilities.

We know that there are more opportunities than challenges ahead. To seize these opportunities, organizations must maintain their commitments to developing and supporting leadership skills among their people, particularly when times are difficult. Companies with great leaders will be the ones most likely to emerge intact when the economy improves.

Yet if you’re with a company that isn’t able or willing to fund coaching or training for you or your team, it’s time for you to invest in YOURSELF. Working with a coach will make you a more valuable asset to your company, and will give you a competitive edge if you decide to test the market. There are plenty of good coaches out there—it’s just important that you find someone whose style is a good match for yours.

If you choose to work with EMS, we’ll be pleased to devise a game-plan that fits your needs and budget.

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Demonstrating Confidence through Words and Actions

Posted on July 7, 2010 by Presentation Trainers

Imagine this: an audience of employees and stockholders gathers to hear what inspiring words their esteemed CEO has for them. On cue, the CEO strides to the microphone, puts his hands on the lectern, squints into the teleprompter and launches into a monotone presentation:

“It’s pretty good to see you all here today. We’re hoping this might be a decent year for our company. We have a few new products that may do reasonably well in the marketplace. We have a group of fairly productive employees who should put in adequate effort to help us come close to the numbers we need to succeed. All in all, we’re trying to make this next year a successful one—if everything works out, we think we’ll do it. Will you please consider supporting us?”

How does that kind of approach sound? Do you feel inspired in any way, shape or form? Clearly, it’s the job of a CEO-or any speaker in this situation-to inspire confidence.

Speakers inspire others through their words and their actions. Confidence is a critical attribute in a successful speaker, and audiences recognize it by listening to the words you choose and the way you approach them. Let’s look at each of those characteristics:

Sounding Confident

Sounding confident requires both careful word choice and vocal quality. Confident speakers are the ones who inspire people to run through walls for them. They use strong language, not the weak QUALIFIERS that came through in our little exercise. Terms such as might, can, maybe, fairly, try, if, and think are all qualifiers, or words that substantially weaken your message.

Our fictitious CEO went a bit overboard, but you’d be surprised how often these message-weakening phrases or terms creep into presentations. To overcome the habit of using qualifiers, start by listening to other speakers-these days they are all over the place-and notice how they use or avoid them.

You can even play The Qualifiers Game. Invite your colleagues, friends, even your family to listen for qualifiers in your own daily conversation. When they hear one coming from your mouth, ask them to repeat it back to you as a question, such as: You Think? It Might? We Could? You’ll quickly realize how often you use those terms. Challenge yourself to insert more powerful terms like “you will…”, “I know…”, “we’re going to…” into your daily communications.

For you advanced players out there, combine The Qualifiers Game with The Snapping Game, and let the fun begin!

Looking Confident

Another way that a speaker demonstrates confidence is through energy. A presenter whose energy is high, whose posture is straight and whose approach is upbeat, positive, and expressive is going to be stronger than one who fastens his or her hands to notes and reads without expression.

Energy makes a huge difference. It gets people excited and holds their attention. In a time where concerns are focused on negatives, such as how a recession is affecting the business outlook, energy inspires more positive “R” words like rejuvenate, rebounding, and responsive.

Energy also gives you-as a speaker-the opportunity to focus on opportunities instead of challenges, to deliver a powerful message that motivates listeners. Whether it comes across as enthusiasm or conviction, you’ll LOOK confident, and your audience will take that confidence back to their offices with them.

Here’s a tip for injecting energy into all of your communications: add a note to the side of your computer monitor that says “SELL IT!,” write “BIG ENERGY!” on top of your notes for your next meeting, or stick a note with a big smiley-face on your laptop before your next presentation. This quick reminder to yourself will make a big difference.

By combining an upbeat message (without qualifiers) with an energetic approach to your audience, you’ll inspire anyone. Be sure to both walk-the-walk AND talk-the-talk.

Let’s take a different look at our imaginary CEO. Same speaker, same suit, same room. But this time he comes out wearing a microphone on his lapel, walks to center stage, smiles and says:

It’s great to see you all here today. We’re kicking off an outstanding year for our organization. We will launch four exciting new products that will blow the marketplace away. We have a great team made up of the best people in our industry. Join us as we work together to make this our most successful year ever.

Which version is more likely to inspire you?

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