The mouse that roared!

How on earth do you get heard when you are in a group of vocal, overconfident, loud fellow contestants?Edna (who was eliminated from The Apprentice last night) said on the TV this morning, that one of the keys to being successful in this format, was to be heard and noticed. Obviously, clever editing prevents us being totally aware of candidate's success, but I was particularly struck by the struggles Susan (my name sake) has been having with other contestants.

There is no doubt that Susan is a clever lady and has a sound grasp of business principles. But for some reason, other candidates are ignoring her, or being unreasonably rude  (Zoe I mean you). Why is she failing to be taken seriously? She does have the disadvantage of being the youngest candidate, and she looks very young. Her voice is very high: there is a lot of evidence to show that higher pitched voices are more difficult to listen to. She is petite in stature and is not yet able to make an impact with her physical presence. Her body language tends to be 'deferential': particularly when aggressive candidates are speaking to her. I do believe that Susan's cultural background also plays a role in her ability to come across: Chinese women are expected to be deferential; they speak quietly and with a high pitch. Susan also does not have the confidence and is in awe (I don't know why) of some of the more experienced candidates. 

So what would I suggest Susan does to be a more successful communicator and for others to take notice of her:  

• Think before she speaks; she is very enthusiastic and desperate to please like a child, but this doesn't go down well.
• Speak in a lower pitch. Not only will it make her appear older, she will be more audible.
• Slow down her speech so it is easier for people to listen to her.
• Speak louder, so that others can hear her.
• Be more forceful when she speaks; she won't come across as aggressive (there are others that are capable of that)
• Stand up straight; head up and confident.
• Don't cower when others shout at her.
• Try not to whinge.

I actually think Susan is a great candidate. She needs to overcome these obstacles to start shining. Lord Sugar has flagged up these challenges for her, and no doubt she has the strength of character to take his comments on board.

There's nothing like positive feedback from a client

I wanted to share with you an email I received from one of my private clients. The client was the Director of an SME with 90 employees. She is now retired and doing fantastic work as a trustee of two charities. Within this role, she is expected to do more media work: hence my involvement. I received this from her today.

"12 May 2009

Hallo Susan

Just had to write and let you know that I've done, not one, but TWO
telephone interviews; one being live! And I survived! Both came out
of the blue.

Yesterday just about an hour before the programme I was invited to
take part as a guest on Three Counties JVS Show as he was talking
about public toilets. I was the first speaker. Preparation time was
VERY limited because I had to pick my car up from the garage prior to
going on air. Nevertheless I made some notes. However being live I
was dependent on the presenter and he wasn't exactly the sympathetic
type, but I did it and even though it was only for a couple of [very
long] minutes I felt I'd done my best [although there were things I
wished I'd said, but I suppose everyone feels that] - especially when
a subsequent called agreed with what I'd said. Adam [my son]
listened to it today and said he was impressed and he must contact
you so that he can sound as confident as I sounded - wasn't that
sweet? It didn't sound like me though.

The second telephone interview was for the NHS Direct new carers
website. I had had time to plan and the researcher had primed me on
the questions she would like answered. She let me talk my way
through my notes, only interjecting on occasion and I felt that I'd
got my points across. It lasted 27 minutes and she said that she had
'more than enough material'!! I'm doing a video for them next week,
but am not sure what to expect from that; probably more of the same.

Thank you so much for giving me the courage to say 'yes'. I enjoyed
being asked but even when it came to the real thing I surprised
myself in being able to take time to think even though I'd had
limited preparation time - I just took things a little slower than I
used to - and did my breathing beforehand.

Warm wishes - and thanks again"

There is nothing like receiving such a wonderful email from a client and to see how one's training has made a huge impact!

First Impressions

Last week I had a meeting with one of my NSN Clients www.nsn-productions.com The clients were from a highly regarded Luxury Hotel where we had provided the entertainment over the Christmas Season. The clients were thrilled with our service and the quality of entertainment my team delivered. However, the operations manager said to me; "The ****** band were really good, but there was something not quite up to scratch....". On quizzing her further, she shared a nugget of gold with me: they didn't present themselves well in her opinion. She then elaborated by saying that the first impressions she had of the band were negative; one or two of them (the sound engineers) were quite scruffy, and they appeared cocky and laid back when they arrived at the venue. She expected them to raise their game to meet the expectation of the clients of a Five Star Hotel. The other musicians were all charming, well presented and, well, showed up this band!
The other manager said that he was really surprised because normally our musicians present themselves so well; they want to be part of the team at the hotel: dress well: are polite to everyone and will 'Have a chat' with a client if they wish to discuss things. He no longer used musicians from another agency because they appeared 'grumpy'.
This conversation made me consider further the idea of 'First impressions'. So much emphasis is put on your personal appearance, and I don't disagree that this is very important. The client, however, had mentioned that the band were cocky and laid back and that they like entertainers that will engage with the clients.
From a vocal and communications perspective, these are key 'presentation' areas we should be aware of, when making first impressions.

• Impressions are made from when you arrive at a venue, not when you meet the person you have arranged to meet. Be polite to everyone!
• Impressions are made when you arrange to meet someone new by telephone or even email; ensure you are making a 'good' impression when doing these.
• The first impression a client might have of your business is hearing your answer phone message; listen to it with an open mind. Does it reflect well for your company? If not change it!
• How you answer the phone will force a new client to make an opinion of your company. If you are busy - don't answer the phone - it will come across. Consider how you and your colleagues answer the phone.
• Check websites, emails and letters for 'typos'. Personally, I don't believe spelling mistakes and 'Text' writing reflect well on a person or a company. Of course I could be old fashioned!
• My friend Anna swears by expensive envelopes and first class stamps to create a good impression. Her philosophy is that a second class stamp indicates that the receiver isn't important enough for a first class stamp.

I had a meeting with the manager of the band. We both felt this feedback was invaluable for her band. They hadn't grasped the importance of presentation from when they arrived. Like many people, they believed the impression would be made when they delivered their act. They are now reviewing their whole presentation, from what the sound engineers wear, to a smart wardrobe of clothes for band members when they arrive and before they change into their stage clothes. In addition, they are purchasing long dresses for the ladies and DJs for the men. This is an opportunity for them to aim high and present themselves as a class act. I'm pleased to say they're grasping this concept as a new opportunity!
To discuss any presentation issues see www.executivevoice.co.uk

Mind where you post an opinion

This week I did something that I've never done before: I posted a message on an online forum. This was in response to Austin being voted off Strictly Come Dancing. My son was distraught at this, and I started a new message stating this. I was astonished at the vitriol that some posters directed at my quite innocent comment. It seemed that for some posters, hiding behind a forum name, making personal attacks on myself and my son were perfectly acceptable, yet these comments were in the public domain. Fortunately I also had a pseudonym to avoid identification, but the hate directed at me by a minority was an eye opener. I should mention that the majority of posts were telling the minority to 'back off'.

Now I have learnt from this: I won't be posting another such message! But it made me think of how we communicate on line, and whether hiding behind a screen (whether it be via email or a forum) results in some people forgetting basic manners and communication styles that are unacceptable in other environments.

I remember receiving an astonishing email from a colleague when I was doing some singing teaching: he would never have spoken to me in that way, yet I had this crazy email. Perhaps as it was written I wasn't able to detect the nuance of what he was saying - although it was pretty blunt to me.

I also received an email from a Women's organisation, asking me to contribute to their website, to promote women's entrepreneurship. I had never met "Sophie" yet she copied me, and 100 other entrepreneurs into the same email, which had very girlie, friendly copy, signing herself 'love and kisses Sophiexx' - and demanding I spent 2 hours writing up something to promote her project. I am sure what she does is valuable, but her presentation, familiarity and style - to ask a stranger to volunteer time, did not engage me to assist her. In fact it did the opposite and I didn't want to be associated with her project.

My message today is to really consider how you use emails - and forums when communicating with others; whether they are good friends or strangers. Consider the best way of communicating which is respectful of the other person - particularly if they are a stranger.

Hear Executive Voice on Three Counties Radio

I am appearing on Three Counties Radio on Monday 13th October - from 2pm until 2.20pm. The format will be that Lorna Milton, the presenter will interview me about my experience as a vocal and communications coach. There will then be an opportunity for listeners to call with specific queries regarding public speaking, speaking on the telephone, interviews etc.

I am really looking forward to the opportunity to explain what I do. If you have any questions - do let me know!

I will try to get a sound sample of the interview to put on here!

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!

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