How do you say it?

Earlier this week I attended a charity evening "shop" at a mid-market ladies dress shop. It was a very pleasant evening with champagne, canapes, treatments from some charming girls, goodie bags and an opportunity to purchase at a 10% discount! I planned to buy some of my winter wardrobe there.
I was just looking at some dresses on a rail when a shop assistant barked at me "Move, I have a customer with me!" Somewhat stunned, I realised that she was actually speaking to me: a potential customer... I would have been horrified if one of my team, representing my company had spoken to anyone like that, and needless to say I left the evening very soon after, having not bought anything.
Yesterday I went to the Royal Albert Hall to see a concert. Unfortunately the lighting had been set so that our whole section had a blue or white light shining directly into our eyes. We all spent most of the first half covering our eyes, and needless to say, we could hardly see when the lights went up. I decided to find the front of house manager, to let him know of the situation and to request that new seats could be found. I was courteous, and he responded by being most helpful; he found us outstanding seats in the upper stalls, and arranged for everyone that wasn't in our party to also be re-seated. I left feeling very positive about the outcome and the service that the RAH provided.
The way we address people affects the outcome; I have no further plans to visit the dress shop again because I was treated appallingly, yet I will return to the RAH very soon. I am sure my request for seats would have been treated less positively had I approached the situation differently; front of house managers can find limited view seats when required...
When addressing strangers - in particular, it is a thought worth bearing in mind...

Last week I attended the most amazing concert at the BBC Proms. It was the Berlin Philharmonic orchestra: a world leader in orchestral terms, with Sir Simon Rattle conducting. What was so astonishing was the energy and commitment from very member of the orchestra. Despite any rivalry, egos or personal ambition, they worked as the ultimate team to produce sublime music.
Rattle led them in an impressive way; this was someone only using body language to communicate 100 people. Obviously they had practised the piece a number of times, and Rattle had been able to verbally communicate his intensions during the rehearsals, but changes in venue, the television lighting etc could have put the orchestra off..
Thinking about the whole process of performing: what made this performance - or outcome outstanding was a combination of world class musicians, preparation (rehearsal and Rattle knowing the piece, from memory, inside out) communication and a commitment to the outcome.
The target or outcome they had as a team was the performance; they were all committed to this, and also to maintaining their reputation.
What can we learn from this: create a clear target for your team; create ownership for the whole team; communicate your intentions; set a time scale and be properly prepared - with rehearsals (or the equivalent) if necessary.
If the Berlin Philharmonic can achieve outstanding results - so can you!

Earlier this week, my husband and I watched Sarah Palin, the Republican Vice Presidential candidate on television. She's one 'tough cookie' as my American cousins would no doubt say. She came across very positively, but there were two aspects of her delivery that, in my opinion, let me down. I'm being picky here because the current president is no master of delivery, but that's another story.

My husband shouted at the TV "She's squeaky; she's high!" When she spoke, her voice became higher pitched and squawky as she became more passionate. It then becomes more difficult to listen to. Men are not able to hear high pitched noises and voices clearly and will switch off. Anyone that has experienced a baby crying at night, and your husband does not awake knows exactly what I mean. If Ms Palin wants to deliver a powerful speech, she needs to address this, so that EVERYONE can hear her message.

The other point I noted was that her diction wasn't too hot. There are a variety of accents in the States, but I found it quite difficult comprehending and picking up everything she was saying.

Women in high profile positions do have to work harder at their presentation skills. Margaret Thatcher and Baroness Boothroyd, who had to deliver plenty of public speeches both consciously dropped their voices to a lower pitch, to make them more audible and an easier tone to listen to. Women have a tendency (myself included) to make their voices higher, and therefore screechy, when they are angry or getting more passionate about a topic. We therefore have to work hard to avoid this, to ensure our messages get across to the whole audience.

Perhaps Ms Palin needs some vocal coaching. Do give her my number.

Introductions

Welcome to the blog of Executive Voice - Vocal and Communications Training. This blog is dedicated to making the most of your speaking voice and body language: what a positive impact it can make in the workplace and in your general life.

I am sure you know someone who is brilliant at what they do, but doesn't present themselves in the best way possible. Throughout my life I've met people that are real stars, but fail to make the grade because they can't communicate their star quality. On the flip side, I'm sure you have also met people that you can't understand HOW they have been so successful - yet they have been brilliant at communicating.

I will be adding postings regularly, when I see, hear and experience good - and poor communication styles and trying to work out what works!

If you have any comments, do post them.

Susan