Posted By Judy on October 3, 2011

“Command” is one of the top ten Speaking Strengths™ we have identified in our work with executives and leaders. For a copy of all ten Speaking Strengths, click here.

Command - Powerful presence, in control

The hallmark of speakers with the “Command” strength is the ability to project they are in control. As the listener, you “know” you can rely upon the speaker to be in charge. This strength makes the audience comfortable with the speaker and confident he or she has something meaningful to say.

This strength is complex and developing it will require a multi-faceted approach. But you may begin by working on some of the physical aspects of “Command”. Here are three tips:

• Posture: Stand tall and still. Pull your shoulders back and distribute your weight equally on both feet. Hang your hands loosely at your sides. Keep your eyes facing front. This position signals the audience  to face you and wait for you to start.
• Gesture: From the posture above, add movement and gestures to amplify what you are saying.  Good gestures visually reinforce your words.
• Move: Purposeful movement creates a sense of audience engagement.  Before moving, identify the purpose to avoid aimless shifting or walking around.

Each of these physical actions will make you visually more in command. Remember, speaking for impact is not an  accident. It’s a skill. Elevate your presentation skills and public speaking skills by identifying your speaking sstrengths and use them to increase your impact.

Share your thoughts

See if you can spot some public figures who demonstrate the “Command” Speaking Strength and share them as a comment to this post.

Every speaker has strengths. In fact, we’ve identified ten top Speaking Strengths™ in our work with executives and leaders. Click here to register and download full the list.

Category: Command, Speaking Strengths(tm) | No Comments »
Tags: Command, executives, gesture, in charge, movement, posture, powerful presence, presentation skills, project control, public speaking skills, Speaking for impact, speaking skills, speaking strengths, visually in command

Posted By Judy on September 21, 2011

The second in a two-part series on Netflix CEO Reed Hastings’ attempt to apologize to subscribers for recent changes to the Netflix service and fees. In July 2011 the company announced the DVD-by-mail and streaming video service would be charged for separately and that the combined Netflix fee increases would be up to 60% higher than the previously bundled fee. Netflix subscribers were outraged and left in droves (over 1M at the time of the apology) and the Netflix stock price dropped from $292 to $130 per share. In the previous post, we talked about what he did wrong in the video and in this post we’ll talk about how to avoid his communication mistakes.

Let’s imagine we’re Reed Hastings and preparing to deliver this important Netflix apology. How should we start?

By asking:

• What are the goals for this communication?
• What do the subscribers want to hear? What’s on their mind?
• What should the message be to subscribers? To the public?
• What feelings do we want to evoke in the subscriber or John Q Public?  What tone should be struck?

Establish your goals

The goals might be to:

• Stop the loss of subscribers
• Win back lost subscribers
• Quiet the criticism
• Clarify the change and why it was made
• Build support for the new services
• Regain respect for the brand
• Clarify the value of the services
• Reinforce the company’s loyalty to its subscribers
• Reassure people that the DVD service would continue to be available

Subscribers may be thinking: “Why the dramatic price increase?”; “What am I getting now that I didn’t get before?”; “Why should I stay a Netflix customer rather than go to Blockbuster or Redbox?”; “Is Netflix going to fail since everybody’s leaving the service?”

Prepare messages and delivery

Using just these two items – our goals and what we know about the audience – we can craft our messages, the right tone and decide how best to evoke the desired feelings and actions.

Address resistance

We should prepare to address the resistance of the subscribers to our message. They’re mad, frustrated, confused, annoyed, etc. and don’t feel inclined to accept our apology at the outset. We need to acknowledge that. It is key to evoking the empathy that is needed to win their trust and motivate them to take action.

Give them a reason to forgive

Then we need to give them a reason to forgive. Finally, we need to pledge not to repeat the mistake and thank them for the frank feedback.

In summary, know what you’re trying to accomplish; understand the point of view of the audience; acknowledge their resistance; give them a reason to forgive; ask for forgiveness; pledge to do better; thank them for their feedback. Remember, speaking for impact is not an  accident. It’s a skill.

Share your thoughts

Have you ever had to apologize on behalf of your department or company? What advice can you share?

Category: Why Speaking and Media Skills Matter | No Comments »
Tags: apology, mistakes to avoid, Speaking for impact, speaking skills, Speaking Tips

Posted By Judy on September 21, 2011

This is the first in a two-part series on Netflix CEO Reed Hastings’ attempt to apologize to subscribers for recent changes to the service and fees. In July 2011 the company announced the DVD-by-mail and streaming video service would be charged for separately and that the combined Netflix fee increases would be up to 60% higher than the previously bundled fee. Netflix subscribers were outraged and left in droves (over 1 million at the time of the apology) and the Netflix stock price dropped from $292 to $130 per share. In this post, we will talk about what Reed did wrong in his video and in the second post we’ll talk about how to avoid his communication mistakes.

Yesterday, Reed Hastings apologized for failing to personally communicate the changes to Netflix subscriptions and fees announced in July. Today, Wall Street reacted with a drop from yesterday’s $162 high to today’s $130 close. The social media channels are flooded with blistering criticism. The press are writing story after story about the failed Netflix apology. Clearly his communication wasn’t effective. And it’s costing him.

In fact, his apology made the problem worse.

Mr. Hastings was responding to losing over 1 million subscribers since the fee announcement and to the dramatic drop in stock price (from $292 the day of the July announcement).

Clearly something needed to be done.

Mr. Hastings decided to go directly to the subscribers and public and make his case. He reached out to the subscribers by email and used the corporate blog and a video (oddly referred to as a “short welcome video” in the blog post) to reach beyond the subscribers to the general public. So far, so good.

Let’s watch the video

(3:24)

The video was shot in an outdoor, casual setting and his relaxed, calm body language suggests he is approachable and sincere. He looks directly into the camera and his vocal delivery is confident and clear.  All good. However, his message is about him and about Netflix – not about subscribers or potential subscribers.

The message is completely off the mark.

It’s the subscriber, stupid

People are mad about the price increase. His message? “I should have communicated the change myself.” What?? People weren’t mad about who communicated the message. They are mad that they have to pay up to 60% more for the service. They want to know: Why did this happen? What do I get for the additional money? No answers are given.

Further, Mr. Hastings talked about why the DVD-by-mail and streaming services needed to be separate – for Netflix (different cost structures, International reach, etc). No mention of why separate services are for good for subscribers.

Then he added insult to injury and announced that the company has decided the two services would have separate subscriptions, sites and brands. Again, no mention of why it is good for subscribers to have to sign up for and log into two separate services to find content they want to watch.

He concludes by thanking us for our patience (!) Where on earth did he get the idea that subscribers were patient about this problem?

Wow.

Not surprisingly the criticism and frustration continue. And he’s still challenged with winning over both the subscribers and the public.

It didn’t have to be this way.

Read Part II of this post to see how it could have been different. Speaking for impact is not an  accident. It’s a skill.

Share your thoughts

What do you think of Mr. Hastings’ message? What would your message have been?

Category: Why Speaking and Media Skills Matter | 4 Comments »
Tags: apology, mistakes to avoid, speaking skills, Speaking Tips

Posted By Judy on September 6, 2011

Every speaker has strengths. In fact, we’ve identified ten top Speaking Strengths™ in our work with executives and leaders. Register and download full the list.

Of the ten top Speaking Strengths, you almost certainly have one and may have several. By leveraging these strengths you can quickly elevate your speaking skills. We teach you how in our seminar program Speaking for Impact and in our private coaching sessions but for now, let me say that the first step is to know and acknowledge that you have strengths to build on.

I will introduce the Speaking Strength “Authenticity” in this post. In future posts I will highlight other strengths.

Speaking Strength: Authenticity – Genuine, real

If you have this strength, you convey you are the “real deal”. You are expressing your genuine and sincere self. Your audience never doubts that there is fidelity between your message and your delivery. You are someone your audience feels they can trust.

Tim Lincecum is an example of a public figure who speaks with Authenticity. He is the starting pitcher for the San Francisco Giants. In 2010, he was a World Series Champion and National League All Star. He is widely considered the best pitcher in baseball today. He’s also a very nice guy. He is approachable and genuine. A long-time New York columnist told Lincecum, “I’ve never seen anyone better with the media.”

Here a video of an impromptu, hallway media interview conducted just before the start of the 2011 season. As you watch notice his authenticity. He is thoughtful and candid. Although his eye contact is poor (as is the lighting), pay attention to his speaking style.

Here he is another interview conducted after he won the 2009 Cy Young Award. In this interview he shares personal stories about what motivates, inspires and drives him. Even if you’re not a fan or a player, you will likely feel moved by his remarks.

One of the questions to ask yourself is: do you believe Tim?

Trust is one result of speaking with Authenticity. Authenticity is Tim’s natural speaking strength. His impact is a direct result of allowing his authenticity to shine through in a media interview. He’s the “real deal.”

Can you think of other public figures who speak with Authenticity?

Speaking for impact is not an accident. It’s a skill.

Share your thoughts

by commenting on this post. Send examples of people who miss the mark, too. Feel free to include links to videos, podcasts or articles.

I hope you enjoyed learning about the Authenticity Speaking Strength. I’ll periodically write about additional Speaking Strengths in future posts.

Category: Authenticity, Speaking Strengths(tm) | 1 Comment »
Tags: Authenticity, Board of Directors, Meetings, natural speaking strength, Presentations, public figure, Public speaking, speak for impact, Speaking, Speaking for impact, speaking strengths(tm), Speech, ten top Speaking Strengths, Tim Lincecum

Posted By Judy on September 6, 2011

How is speaking before a group like being a world-class swimmer?

The performance of both can be impaired by worry and anxiety.

Nine-time Olympic swim champion Dara Torres, 42 years old, was co-captain of the US team competing in the 2009 FINA world championship. She nearly blew her first major international competition in 1984 when she panicked in the preliminaries.

Today she coaches her teammates Katie Hoff and Federica Pellegini on how to alleviate their performance-affecting prerace anxiety. Michael Phelps, widely considered the greatest swimmer of all time, has trained since the age of 12 to master his state of mind so he can perform at his peak in each race.

These athletes have overcome the crippling problem of fear and anxiety and become champions.

You can too.

You don’t have to do it alone. Get a coach. Your executive speaking coach will help you master your fear, reduce your anxiety and liberate you to excel.

Anxiety is perhaps the most common concern we hear from clients. Whether they call it stage fright, performance anxiety or nerves, the fear of public speaking impedes (and can even prevent) their performance.

Overcoming anxiety is complex and there is no “one size fits all” approach to helping you overcome yours. However, there are built-in mechanisms the body has for relieving anxiety which you will find valuable to draw upon to reduce, if not overcome, your case of the nerves.

• Take a deep cleansing breath.
• Stand or sit sill, with your arms comfortably at your side. Close your eyes. Breathe slowly and gently. If standing, bend your knees very slightly. Relax your jaw so your teeth don’t touch. Consciously relax your muscles, especially the shoulders, face and abdomen. Think of a calm and peaceful outdoor place such as the beach, a flower garden or the woods.
• Smile. It’s important that it is a genuine smile so think of something funny or someone that delights you.

While these sound simple they are deceptive. They are actually a powerful counter force to the adrenaline your body produces when you’re anxious or scared. When adrenaline courses through your body, your heart rate speeds up and you mind may race. Your muscles will tense so they are ready to “fight or flight”. These counter measures will reduce the affect and clear your mind so you can focus.

Don’t let anxiety impede your performance.

Get the help you need to overcome the crippling fear of public speaking so you, too, can become a champion. Work with a coach who can help you personally. A good coach will be able to find the right triggers and methods to suit you. Speaking for impact is not an accident. It’s a skill.

Share your thoughts

What other techniques have you tried and found effective for reducing fear and anxiety about public speaking? Post a comment and share your tips and tricks.

Category: Speaking Skills, Speaking Tips | No Comments »
Tags: anxiety, nerves, performance, performance anxiety, Speaking for impact, speaking skills, Speaking Tips, stage fright, worry

Posted By Judy on September 6, 2011

Speaking is powerful. The human voice has the force to move mountains. To change lives. To impact the world.

Speaking for impact is not an accident, it’s a skill.

It is my great pleasure to work with executives, professionals and leaders to elevate their speaking skills and increase their impact. Executive presentation skills and media skills are vital for career success. Some clients are launching new initiatives; preparing for a speech, meeting, media interview or event; running meetings; presenting to a board; producing a video; or interviewing with the media. Whether corporate executives, celebrities, TV talent, authors or community leaders, they share the goal of making a big impact. And they are all willing to invest to up their game.

I hope this blog inspires you to do the same.

I’ll share stories, tips, advice, and observations and encourage you to relentlessly seek to improve your ability to speak for impact. I hope you will also share your thoughts and experiences by commenting on the posts.

Category: Speaking Strengths(tm), Why Speaking and Media Skills Matter | No Comments »
Tags: advice, authors, celebries, community leaders, executives, human voice, interview, Media, Meetings, powerful, Presentation, Speaking for impact, speaking skills, Speech, tips, tv talent, Video