Category Archives: Professional Communications

Professional office and other business communication strategies

Effective Business Networking

Hello fellow professionals out there!

Today’s topic is on effective business networking.

Last week I attended an H.R. (Human Resources)-related networking function here in Toronto, as the guest speaker was the author of a book I had first read a few years ago and I really enjoyed the positive message about living life to the fullest, and having great communication skills (at least that’s what I got out of it).  The book is called Tapping the Iceberg by Tim Cork, and I highly recommend it.  Anyway, I went to this networking function to see if I could get my book signed (which I did) and maybe meet some HR professionals who might be interested in learning more about how communication coaching could benefit their company executives and managers, or how a group workshop can be both cost-effective and beneficial to their staff training.

I met as many people as I could without rushing conversations, and I asked for introductions to others whom I had not met.  I politely interrupted some people (with a smile) to include myself in their conversations, and I spent time with them in deep, meaningful learning exchanges, complete with a swapping of cards.

While I was there I noticed that some people seemed to be a bit shy starting conversations with people they had not met yet (i.e. “strangers”), even though we had name-tags on.

Now I understand that it can be difficult for some people to make small talk with strangers.  That is why I have a course on how to overcome that social challenge.  However the interesting thing to me is that this particular event was specifically set up to network, and even focused on one industry (HR) – which one might assume would increase the level of comfort in the room even among strangers. Not so I guess.  There were still those who were wallflowers and who were just talking to their friends and only engaged with others if approached first.

The lesson I want to share with you is to remember that at networking events you have a choice:  be a Guest or be The Host.  A guest sits waiting for others to take care of them, and a host pro-actively ensures others are having a good time and meets and greets constantly.  The host is remembered and the guest is often not, especially at a large event.  You are there for a short time and with a mission – to find and build connections.  There is no reason to be shy with starting conversations with a smile and no reason why you don’t have the right to pursue career advancement by networking.  Networking at a networking event is like shooting fish in a barrel – as long as you are not shy with the trigger.

Be The Host.

Happy hunting,

Coach Ric
Tweets:
http://twitter.com/CommCoach
Videos:
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No Call Equals No Sale, and No Return Customer

This story starts off with great customer service, and then unfortunately leads to disappointment.

On October 11th of this year I was searching for Star Trek TOS (The Original Series) Season 2 box set, which had been digitally remastered in 2008 and I was just getting around to collecting the DVDs this year.  (I am a life-long Trekkie!)

I had already watched all of season 1 and was on the hunt for the season 2 box set.  I went to HMV at Yonge/Bloor and they didn’t have it.  I went to Sunrise Records & Tapes and they didn’t have it either, but the staff including the manager bent over backwards trying to either locate it in the back or see if it was lying around somewhere hiding.  I really appreciated their effort.  In the end of all I decided to place an order with the manager for Season 2, since it was not in the store, and I purchased Season 3 which was in the store.  Hey it was even 10 bucks cheaper there than at HMV, so why not?

Sounds like pretty good customer service right?  Winning the business away from the large conglomerate HMV?  Yes…until…

I gave the manager my name, phone number and wrote out specific details of what I was putting on order.  He promised to call as soon as it was in.  He assured me that that little piece of paper would not get lost, and it would be ordered promptly.

Today is November 25th and there has not been any phone call from the Sunrise manager or staff to either say “Hey Geek!  Your Star Trek is in!  Come pick it up before we sell it to another Trekkie!” or
“Sorry for the delay Sir, your order will take longer than expected, but we are working on it” or
“Are you sure you really want Star Trek?” or any other voice message.

KHAAAANNNNN!!!!!!!!

I guess I will have to look to eBay or go back to HMV.  Maybe it’s worth paying the extra 10 bucks if the big stores have better ordering systems.  Maybe I was fooled by the personalized care and concern from the littler store, and have now paid the price by being forced to watch the 3rd season before the 2nd (Yes that’s right – I watched it.  I couldn’t wait!)

The message here is you must keep your word to keep your customers.  If you promise to order an item, then order the damned thing and keep in contact with your customer if there will be delays.  Christmas is coming and I like to buy CDs and DVDs for my loved ones, and myself.  Where do you think I will be shopping?  HINT – I already purchased a CD today at HMV.

Sorry Sunrise.  You had me at “Hello!” but lost me at “We’ll call you.”

Canadian employers want ‘ethnic’ applicants to do more than study

Hello Readers,

I’ve been preaching for years the value of interpersonal skills and understanding cultural expectations when immigrants and foreign workers are looking for a job in Canada.  I’ve met people who think that they will get a job solely based on their impressive education and overseas work experience, as it would be in their home country.  They looked at me strange when I helped them put a “Skills and Interests” section on their CV to highlight that they do more than just study, work and sleep.

Back in the day when I used to do career coaching for immigrants I had a 95% success rate of my clients getting a job within 3 months of working with me.  I know what the Canadian employers and HR are looking for, and it is more than hard skills.  See the related article below please
(From the Vancouver Sun):

A revealing study into how Canadian company recruiters deal with applicants with non-English names is full of surprising results. One of them, which has gone virtually unnoticed (even, apparently, by the researchers), is that employers look much more kindly on applications from people with Chinese or South Asian names — if they show they’ve taken part in extra-curricular activities.

Presumably, the data is suggesting that Canadian employers are wary of the stereotypical ethnic Chinese, East-Asian or South Asian student who tries to live up to his or her parents’ expectations by doing little else but work with tutors to try to score high marks on school exams — with no life outside academic success. Employers have traditionally seemed to fear such job applicants have little or no social/life skills. The topic cries out for further exploration.

The statistical revelation about “extra-curricular” activities is buried in an impressive 50-page research report by University of Toronto researchers Philip Oreopoulos and Diane Dechief. It’s titled “Why do some employers prefer to interview Matthew but not Samir?” I wrote a column last week about this inventive research project, funded by Metropolis B.C. The study is based on the researchers sending out thousands of virtually identical resumes to Canadian employers, changing only the names of the applicants from English-sounding to foreign-sounding.
The reference I saw in the report to the crucial issue of extra-curricular activities was one throw-away sentence on page 45.

That’s where the authors wrote that they found company recruiters were more inclined to call back “ethnically-named applicants” if they had added extracurricular activities to their resume. “This occurs only for those with Canadian education and experience.”

I’m wondering why the University of Toronto scholars didn’t follow up this important piece of data. Maybe they will in the future. To their credit, the researchers did add a lengthy exploration of what Canadian employers seem to expect, or fear, regarding various applicants and their English- or French-language proficiency.

(http://blogs.vancouversun.com/2011/10/24/canadian-employers-want-ethnic-applicants-to-have-done-more-than-study/?utm_source=Exacttarget&utm_medium=Communications&utm_term=HRDaily&utm_content=Email&utm_campaign=hrdaily102511 )

Do You Prefer the Staff to be Nameless or Individuals?

My wife and I recently went to Summerhill Spa to redeem our freebie (mentioned below), and the first thing I should get out of the way is that the 90-minute hot stone therapy massages were great and we were satisfied.  We tipped well to show our gratitude.
The one thing my wife and I both noticed and thought odd, and is the subject of this blog post, was that no one introduced themselves, either when we came into the establishment nor right before our massages were to start.  They were all Asians in black – well one had a white T-shirt on, but essentially if you did not ask for their names you could not request the masseuse again.  I actually did ask their names (as is my habit and training) and both ladies seemed surprised.  So my first thought was that this was a customer service training mistake, and also it was doing a dis-service to the masseuses as surely their tips and requests would rise if they introduced themselves at the beginning, built rapport and thanked the patrons as they left, giving the patron a name to go with the face and service.
Then it occurred to me that perhaps the management had not over-looked something.  Perhaps they intentionally did not use name-tags, and did not encourage the staff to introduce themselves. 
Why would that be? 
Perhaps to establish a sense of standardization of service at the spa.  In other words – don’t come to the spa just for your favourite girl, because if/when she leaves to go work elsewhere, she might take clients with her!  At the very least clients who’d grown accustomed to her may not return. 
The funny thing is as mentioned before that all the girls are Asian, so if you are not too good at differentiating between Chinese, Korean and Japanese, and if you didn’t ask for names, you simply could not request the same masseuse you had for the next time.  You would have to trust in the standardization of quality of the ‘Women in Black’.
I don’t know which way is better, and I don’t know for sure why the management decided to use this no-name style.  Do you have any thoughts?
For now I think I am going to stick to my belief and communication skills training that says that a name is the most wonderful sound in the world to a person, and to be remembered by someone is flattering and the beginning of building rapport and a healthy relationship.  I always endeavor to remember names of folks in the service industry, especially at places I frequent.  I think I would hope for the same from others.  What do you think/prefer?

Free Business English Classes for New Immigrants

Although I have no affiliation, I like to support and pass on great initiatives like this one.  Free occupation-specific language training courses offered by 13 Ontario colleges will teach you the language and workplace culture skills required to communicate effectively in your job, for some industries. Gain the communications skills you need to build a successful career in your field.  Must have at least intermediate level English.  For more information click here:

http://co-oslt.org/en/

Update: Mike Bullard Show Discussing Body Language Today

Still doing interviews re: last night’s Premier Debate. Will have an online article come out today in Globe & Mail, (so I’m told) and – I’ll be a guest today on the Mike Bullard Show “Beyond the Mic” (NewsTalk 1010) at 12:23, discussing body language etc. of the Premier Debate last night. If you would like to listen in, here is the link:
http://www.newstalk1010.com/Shows/BeyondtheMicwithMikeBullard.aspx

Body Language: What The Leaders Are Really Saying

This is a brief article and some audio from an interview I recently did with Katie at NewsTalk 1010 in Toronto, regarding the body language and public speaking skill of Dalton McGuinty, Tim Hudak and Andrea Horwath. Enjoy the debate tonight!
Click on either of the links below:

http://www.newstalk1010.com/News/localnews/blogentry.aspx?BlogEntryID=10293325 

What You Can Do to Communicate with Comfort and Trustworthiness

Hello Fellow Communication Enthusiasts,

Today’s post is about what you can do to communicate with comfort and trustworthiness.

Many business leaders, politicians and public speakers need to get a clear message out to their audience to “trust me”, “follow me” and “believe me”.  Right now in Ontario, Canada we are in the middle of a race to elect the next (or same) Premier.  Will it be the current Liberal leader Dalton McGuinty, PC Tim Hudak or NDP Andrea Horwath?  I have been doing some interviews with media on body language analysis and public speaking techniques for the voters to pay attention to as they watch their would-be leaders on television.

Let’s look at the 3Vs of communicating with comfort and trustworthiness.
Verbally, you need to use words that engage, build rapport quickly, and establish trust.  Use these words/phrases like these:
Friends, …
Fellow (Ontarians, Canadians, Business leaders, etc.)…
We are all in this together…
We all want to avoid a (mistake, economic recession, higher taxes, etc.)
I want to assure you that…
I trust that…
You can trust that…
You can believe me when I say…
Believe me, I will…
Etc.

Vocally, your voice and speech need to be a lower tone/pitch, use medium speed with pauses before and after key words, phrases and points, and use medium volume with a clear voice.  You are going for a rhythm that is at times melodic or hypnotic but without putting people to sleep!  And you will match certain gestures with your stressed words.

Visually to establish rapport and trust, you need to be open and friendly (approachable) in your body language, use an engaging smile or even a laugh if appropriate, and not be wearing a ‘power suit’.  In this case we are attempting to create warmth and trust, not separation from the common group.  Your hands should gesture in open, symmetrical ways and predominantly be in front of the belly or up to the heart level.  Speaking ‘from the heart’ is great for our goals of rapport, comfort and trust.

Lastly, do not rock back and forth or side to side when speaking, and do not back up when making your points.  The audience will read this as a dis-connect between your words and non-verbal communication and it will be a problem.  Your base needs to be as solid as a rock, but your upper body of course gestures smoothly and appropriately with the chosen words.

I hope you use these 3V communication tips the next time you have to win an audience over.  If you are interested in learning more please check out more blog posts, and if you feel you would benefit from a personal assessment then contact me and we can set something up.

Enjoy your day and if you are in Ontario enjoy the upcoming election debate.  I know I will be watching the 3 leaders with a keen eye to see how they make us feel when they speak.

Jack Layton – A Confident Communicator Gone Too Soon

jack-layton1
As we all know by now in Canada and many parts of the world, our fearless leader of the Opposition, Jack Layton, has succumbed to a second battle with cancer. He was only 61.

Jack was a great communicator because he was able to handle himself in difficult discussions (as the 2011 Leadership Debate certainly highlighted) as well as add a soft touch, a human connection to those he spoke with. He could connect with anyone and make them feel important whether it was face-to-face, over the phone or through email. Those close to him commented often on this ability to shift from professional lecturer/debater to small-town folksy chit-chatter. As a matter of fun-fact, before the 2011 election he was voted the guy Canadians would most want to have a beer with, compared to the other 3 federal leaders he was running against, in an online survey. More noteworthy was his ability to be memorable to those he met, for example the security guards at the Ottawa parliament buildings. That was a key concept of effective communication that Jack understood and employed – the ability to be remembered. That is one of the ingredients to having what people call ‘charm’ and ‘charisma’.

Good bye Jack.  You will be missed.

For more information, please visit his page at http://en.wikipedia.org/wiki/Jack_Layton