We have all heard the saying that “the customer is always right”. While this may be a general rule in customer service, there is one rule that always overrides it. “Your safety comes first.” Always remember this when you are having difficult conversations or dealing with difficult or angry clients. The bottom line is your safety matters and comes first. …
Henry Kissinger is famous for using the bucket model to answer questions at all of his press conferences and media interviews. Henry Kissinger used to say to himself, “What questions do you have for my answers”. He would listen and then roll out his prepared answer on that particular question. The bucket model for answering questions is simply thinking of …
“Help me get over my fear of public speaking.” “What do I need to do to stop feeling so nervous before public speaking?” “Will I ever be able to be comfortable when I speak in front of a group of people?” – These are all the same question, and as a public speaking coach and trainer, one that I get …
In public speaking, verbal and non-verbal communications are your primary tools to help you send your message across to the audience. Your hand and eye movements, your facial expressions and the way you stand and walk all carry a significant part of your message. And it is important that our non verbal they do not send the wrong message. Here …
Most of us have had a presentation that did not go as well as we expected. The audience was not engaged, they gave us negative feedback on the evaluation form or the conference organiser lets us know that it was not what they wanted and they probably won’t need our services again. So what do we do when our presentation …
Just out of interest, do you know what your employees would say about your listening and empathy skills if they were asked? Listening and empathy are the foundations of all our conversations and verbal communication. If you want to bring the best out in your employees, then people need to know that you care and they are being listened to. …
