Category Archives: Professional Communications

Professional office and other business communication strategies

Key Interpersonal Skills Help When Travelling Abroad

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Here’s a story from my business trip in 2008 to Moscow, Russia, where I trained managers at an oil services company in Western business communication and English language skills.  The story does not take place in the office, but rather during my free time.

I coach and train relationship building techniques, like the art of small talk and the fundamentals of a solid, winning first impression. These interpersonal communication skills are vital in life. I also teach networking skills, as these soft skills are imperative in building business relationships. Here is a story where I combined my interpersonal communication skills with local commerce.

In Moscow I was facing a big language communication barrier (although I did my best to learn to read and speak some basics while I was there for 2 months) and so I relied on other communication techniques. They are worldwide, human techniques. One day my old PC laptop  equipment was failing (remember – 2008 – and this was also before my Mac) and so I went with a Russian friend looking for a new headset and microphone in a local mall, and I saw an Indian man running a computer shop. He spoke with a strong Russian accent (so I was told) and it was obvious to me that he was an immigrant or migrant worker there. I immediately felt like I was back in Toronto,  and started to speak English to him. We smiled and chatted and he sold me a new headset which worked very well. I was back to ‘Skyping’ my friends and family constantly, as you may appreciate.

A few days later, after a great day of site-seeing (for those who know Moscow I visited Old and New Arbat, Hard Rock Café, and Victory Park) I decided to add a webcam to my long distance conversations and returned to the same mall. I purposely sought out the same shop and yes, the same Indian man was working. We smiled again and chatted briefly. I told him this time I was in need of a webcam that can skype, and he recommended one immediately. I asked how much and the answer was 1000.00 Russian rubles (FYI at that time the exchange rate was 1 dollar to 24 Russian rubles, so do the math if you wish) and then I asked if there was a cheaper option that could still skype. He smiled and played with his computer for a minute and then said to me that he could sell it for 800. DEAL. Done.

Some of you reading this story may not be too surprised by a seemingly independent shop keeper giving a bit of a discount, but I was told by my Russian guide that discounts at malls and proper businesses are quite impossible. She was genuinely surprised by my discounted price. I explained to her that I felt that he liked me for these 3 reasons:

A)  He thought I was a nice guy; I smiled which is almost rare for Russian men in that business situation

B)  He was happy to see me as a repeat customer; he did not want me going elsewhere 

C)  I think he could appreciate me as a foreigner in Russia – the same as him!  In that way we ‘connect’ even though we have very different cultures and personal situations

Most of us at some point travel, and we should not think that our actions do not matter to the local people. Carry yourself as you would at home and continue to be in the constant habit of initiating great people skills that cut through different culture and language. You never know when they will help you!  People all over the world seek to feel appreciated, to connect, and to have their mood elevated in a positive way.  I felt that way after my dealings with the shop keeper, as I’m sure he did too.  Remember those key concepts in business, and in life, here and abroad.  They will serve you well.  🙂

Successful Networking Top 10 Tips

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To be successful at networking first of all you cannot allow yourself to be a wallflower. Here are my personal tips for success at a networking function so that you can be prepared (which will help combat any anxiety you may have about going and meeting strangers) and come off looking and sounding smooth and successful.

1 – At home, write out a list of your strengths, attributes, special skills, etc. so that you know why someone should be interested in your services, your resume, etc. Now these strengths are in your head to boost your confidence and remind yourself of why people should talk to you or listen to you.

2 – Visualize the room; visualize smiling, shaking hands, talking to people, exchanging ideas, asking questions, exchanging cards, etc. Visualization works well, especially for shyer people, and many successful people in business, sports, entertainment etc. use visualization to get an image of a successful action before going out to the event.

3 – Show up with confident posture, a controlled walk, a smile and firm handshake, and lots of eye contact.

4 – Use the immediate environment to get the conversation started, like talking about the venue, the host, etc. and then find a common bond to keep it going. For example, talk about different networking functions you have attended, talk about any common interests regarding vacations, work, hobbies. Small talk first is normal, then get down to business.

5 – Now, have questions prepared to ask, to get people to talk about their needs, and then shape your conversation to reflect how you or your services could help in those areas. Don’t be pushy. Soft sell yourself. Build interest. For example instead of saying “I sell office insurance…do you need some?” you might instead say “Do you have your own office? What insurance rate are you paying, if I may ask? I am just wondering if you are getting the best value for your money. I am in the industry, so I am aware of the fair market value of the offices. What size of office do you have?” etc. Now they are more ready to be “helped” by you.

6 – Remember to repeat their name back to them, actively listen, and keep a mental database of some details of the person with whom you are speaking to.

7 – Always collect a business card if possible, and feel free to be the first one to ask for it. Ask with some enthusiasm and at the time when he or she has just talked about what they do or how they can help you. Smile and offer yours. Ideally, if you are talking about yourself correctly, people will ask you for your card. However, if they don’t, you may choose to offer.

8 – When you go home, write out information on the back of the card or on a sheet of paper, stapled to the card. These details help build and maintain rapport for the next and subsequent meetings, emails, and phone calls. Everyone appreciates being remembered!

9 – Email them within 24 hours to say that it was nice to meet them, and perhaps mention a detail you remember, and the suggestion to ‘keep in touch’.

10 – Unless you had already planned a meeting previously, follow up a week later and see if you can arrange a drop-by visit or a coffee, if you think this relationship has potential. It is okay to initiate contact. Be a leader!

VIA Rail Employee Made My Mother Smile

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Hello fellow customer service advocates of Toronto!
Today’s post is a little late, but as the saying goes, it’s better late than never!  (By the way, isn’t it sad how people often don’t post about good service, but quickly will post about bad service?  Why can’t we be balanced in our online reviews?  LOL)

My mother visited us Torontonians on the weekend after the Canadian Thanksgiving weekend, as she couldn’t come to Toronto on the actual holiday.  No matter, her family here in T-Dot including myself made sure she had a good time, as always, and took her to the new Ripley’s Aquarium.  It was very cool, but that’s another post.  Anyway the family members up here had Thanksgiving dinner on Saturday and on Sunday my mom was booked to leave on a later VIA train.  This would be Sunday October 19th that I am referring to, around 6 pm.

When we arrived at Union station, even though we were early, there was already a long line-up for her train.  The electronic departure sign indicated that the train was already boarding, but our line was not moving.  I told my mom to stand put and I went to inquire because, well, ya never know right?  🙂
So I spoke with a friendly VIA RAIL gentleman at the front of the line, where the business lounge is, and I asked about the train departure time.  He asked to see my ticket and I then told him I was inquiring on behalf on my mom.  He then asked “Oh, how old is your mom…like over 60?”  I said “Yes, she is” and he said “Bring her here.”  I noticed some elderly folks and a pregnant woman sitting in the lounge, and then felt a bit guilty and stated “but my mom’s very healthy!” and he said “it’s okay.”  So I retrieved my mom, and told her not to walk ‘too fast’ and to follow me.  When we arrived the VIA gentleman expressed his surprise at my mother’s youthful looks (always a great thing to say to a lady!)  and she smiled and said she would be turning 63 soon!  He invited her to sit down and we all chatted about the little things in life while we waited for the official boarding, which was a little behind.  I was so happy she didn’t have to stand in the very long line-up, and I was not aware of the “over 60 lounge” policy.  I didn’t catch the name of the VIA gentleman, although I did scan for a name tag, but he was a healthy-looking 57 year old French-Canadian with a warm smile and hearty laugh, who was able to reduce stress and discomfort for those around him.

When boarding was finally announced, the VIA gentleman turned to my mother, the pregnant lady and those others in the lounge and waved them forward.  My mother, always the polite one, wasn’t sure if she deserved this special first-class treatment.  But he urged her on and I could tell from the look in his eye that there was a brief window of time he was trying to get her through, before the line started moving.  I ushered her on, and she said thank you and good bye to the gentleman.  She gave me a quick kiss and hug and I pushed her on.  She was one of the first to board.  As she went up the escalator out of sight, I turned to leave, but wanted to thank the kind gentleman first.  I could see now he was quickly in the midst of a sea of travellers, checking tickets and answering questions.  A handshake was impossible, but I did catch eyes and bow my head to him, and smile.  He bowed and smiled back.

I then left, and as I did, went past an incredibly long line-up.  I was so thankful my mom, though healthy, didn’t have to stand in it.  After all, she may look 50, but she is almost 63!  🙂

I truly appreciate what this VIA RAIL employee did for us, and others in need.  Thank you!

Body Language Tips for the Boardroom

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Is it a good thing to centre your hands while speaking?

Hello fellow communicators!

Do you often wonder how you could improve the results of your meetings and presentations in the boardroom?  Do you wish you could read the body language and non-verbal communications of business people across the table from you during negotiations?  Well a global company called FIRMEX believes these are valuable skills to learn and partnered up with “yours truly” to create a couple of no-cost body language videos.  Please watch and enjoy these vital and easy-to-apply tips to modify your non-verbal communication and gestures, as well as become more attuned to others in business.  Body language isn’t everything, but it’s a very large part of effective business communication!  Click the link below to see the video on Firmex’s blog:

http://www.firmex.com/thedealroom/body-language-in-the-boardroom/

I hope you enjoy the tips and more importantly put them to good use immediately!

Can Effective Communication Skills Get More Out of Our Managers?

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This fresh advertisement is suggesting so.  But why is that?
It’s because managers are the ‘hub’ of an office or other organization.  They translate what the top level or C-suite folks who develop or interpret the vision really want (as far as action goes), and then carry out the communications and processes involved in getting the message to the remaining staff.  The manager, including the Human Resources (HR) personnel, supervisors, and often consultants and high level contractors have to truly understand what the higher ups want, and that takes empathy, active listening skills, often the ability to read non-verbal communication (like body language) correctly, and patience.  These are all great communication skills.  Then they must deliver this information to other managers, front-line staff, contractors and other co-workers of some type.  This takes interpersonal skills, conflict management skills, the skill of delegation, giving direction and feedback effectively without offending others, etc.  These are all excellent communication qualities to have.  So – if you think about it – a manager is quite busy talking to many different people all day above, beside and below them, and we didn’t even discuss conversations with suppliers, vendors, clients and whoever else might cross their path!

We all should be glad if we have (or had) a manager who displayed excellent communication skills.  Because as we see here, it’s very complicated, and unfortunately it’s not very common to find a great manager.  If you have one – tell them tomorrow!
If you ARE a manager, what can you do to evaluate your current communication skills and then make them better if needed?  It starts with a good self-assessment, and maybe deep consideration of any recent feedback.

Here is a great article on the importance of communication skills, and you can use this article as a top 10 checklist to help evaluate your current strengths and weaknesses.

https://inlpcenter.org/importance-of-communication-skills/

Best of luck!

WestJet Christmas Miracle! Real-Time Giving

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This is a very heart-warming example of marketing done right, i.e. the company gets great exposure, but the customer also gets something great in return!  Just watch and see, and then ask yourself if you’ve ever seen something similar done by another company.  This is great!  And it was partly filmed at Toronto’s Pearson Airport.  🙂