Is it really urgent?

Last week: before Christmas Day, I received a number of 'URGENT: PLEASE RESPOND IMMEDIATELY' emails from other businesses. Of course, I responded as soon as I'd read them, only to receive automated responses "I'm not in the office until 4th January".
Why were they urgent: requiring my immediate response then?

Of course it is always correct to act quickly when a swift response is required; I like to hope that people would respond to me if an answer or response was needed URGENTLY. But in these instances, they weren't in the office, so wouldn't be able to act on anything I sent anyway.

It rather reminded me of Matilda and the fire, who was always telling lies and when she shouted "Fire" everyone called her "Little liar". If we constantly communicate something as being urgent, eventually, other people won't take it seriously. So only mark emails "Urgent" when you want a swift response that YOU can act upon straight away!

For more information go to http://www.executivevoice.co.uk

Isn't confidentiality part of being professional?

My other business is arranging/co-ordinating/and delivering live entertainment for private and corporate events. Many of our clients do not wish us to publicise who we are working with. We have a professional arrangement with them, and respect their privacy. We also ensure that our entertainers respect their privacy.

I was not surprised that some companies are organising "Secret Santa Parties" to avoid the backlash against Office Parties this year (see article below).
http://www.thisislondon.co.uk/lifestyle/article-23786715-secret-santa-parties.do

What I am surprised about is that event management companies have to emphasise that they don't discuss their clients. If I receive service from a client: I expect confidentiality - and this includes the event industry. Strange....

Coping with Drinks parties when you're tall

A client asked me how to stand at parties and network meetings. He is very tall, and felt he had to lean over shorter people to be heard and be friendly. He even stood with his feet very wide apart, which looked odd, but was also uncomfortable.

When you lean over, it can be intimidating for others. It affects the quality of your speaking voice and alters your positive, professional body language. Unless the person is in a wheel chair, or is forced to sit down, I believe there has to be compromise on both sides. I recommend you both stand a little further apart. Then the shorter person isn't straining their neck looking upwards, and the taller person isn't compromising their voice or body language.

Guidance notes from The Equalities Commission and the Health & Safety Executive on 'festive' songs

Guidance notes from The Equalities Commission and the Health & Safety Executive on 'festive' songs

This is something I received from my 'mole' in Birmingham......

The Rocking Song
Little Jesus, sweetly sleep, do not stir;
We will lend a coat of fur,
We will rock you, rock you, rock you,
We will rock you, rock you, rock you:

Fur is no longer appropriate wear for small infants, both due to risk of allergy to animal fur, and for ethical reasons. Therefore faux fur, a nice cellular blanket or perhaps micro-fleece material should be considered a suitable alternative.

Please note, only persons who have been subject to a Criminal Records Bureau check and have enhanced clearance will be permitted to rock baby Jesus. Persons must carry their CRB disclosure with them at all times and be prepared to provide three forms of identification before rocking commences.

Jingle Bells
Dashing through the snow
In a one horse open sleigh
O'er the fields we go
Laughing all the way

A risk assessment must be submitted before an open sleigh is considered safe for members of the public to travel on. The risk assessment must also consider whether it is appropriate to use only one horse for such a venture, particularly if passengers are of larger proportions. Please note, permission must be gained from landowners before entering their fields. To avoid offending those not participating in celebrations, we would request that laughter is moderate only and not loud enough to be considered a noise nuisance.

While Shepherds Watched
While shepherds watched
Their flocks by night
All seated on the ground
The angel of the Lord came down
And glory shone around

The union of Shepherd's has complained that it breaches health and safety regulations to insist that shepherds watch their flocks without appropriate seating arrangements being provided, therefore benches, stools and orthopaedic chairs are now available. Shepherds have also requested that due to the inclement weather conditions at this time of year that they should watch their flocks via cctv cameras from centrally heated shepherd observation huts.
Please note, the angel of the lord is reminded that before shining his / her glory all around she / he must ascertain that all shepherds have been issued with glasses capable of filtering out the harmful effects of UVA, UVB and Glory.

Little Donkey
Little donkey, little donkey on the dusty road
Got to keep on plodding onwards with your precious load

The RSPCA have issued strict guidelines with regard to how heavy a load that a donkey of small stature is permitted to carry, also included in the guidelines is guidance regarding how often to feed the donkey and how many rest breaks are required over a four hour plodding period. Please note that due to the increased risk of pollution from the dusty road, Mary and Joseph are required to wear face masks to prevent inhalation of any airborne particles. The donkey has expressed his discomfort at being labelled 'little' and would prefer just to be simply referred to as Mr. Donkey. To comment upon his height or lack thereof may be considered an infringement of his equine rights.

We Three Kings
We three kings of Orient are
Bearing gifts we traverse afar
Field and fountain, moor and mountain
Following yonder star

Whilst the gift of gold is still considered acceptable - as it may be redeemed at a later date through such organisations as 'cash for gold' etc., gifts of frankincense and myrrh are not appropriate due to the potential risk of oils and fragrances causing allergic reactions. A suggested gift alternative would be to make a donation to a worthy cause in the recipients name or perhaps give a gift voucher.

We would not advise that the traversing kings rely on navigation by stars in order to reach their destinations and suggest the use of RAC routefinder or satellite navigation, which will provide the quickest route and advice regarding fuel consumption. Please note as per the guidelines from the RSPCA for Mr Donkey, the camels carrying the three kings of Orient will require regular food and rest breaks. Facemasks for the three kings are also advisable due to the likelihood of dust from the camels hooves.

Rudolph the red nosed reindeer
Rudolph, the red-nosed reindeer
had a very shiny nose?
And if you ever saw him,
you would even say it glows.

You are advised that under the Equal Opportunities for All policy, it is inappropriate for persons to make comment with regard to the ruddiness of any part of Mr. R. Reindeer. Further to this, exclusion of Mr R Reindeer from the Reindeer Games will be considered discriminatory and disciplinary action will be taken against those found guilty of this offence. A full investigation will be implemented and sanctions - including suspension on full pay - will be considered whilst this investigation takes place.

The art of cold calling

Last week I received what I consider to be an 'ineffective' cold calling style. The person concerned had left a number of messages for me: on a daily basis, and finally got to speak to me directly. I didn't know her, but the organisation she was represented was used by myself for exhibiting at their event a couple of years ago. Obviously I knew they were trying to sell me a spot for their next exhibition.

I quickly responded to the call by stating that we had decided to use another exhibition due to our clients recommending it as a better one for our services. The person on the other end of the phone proceeded to 'bad mouth' the show and then my decision to exhibit there. She became patronising about my company; the other organisations that exhibit there and the general running of that exhibition. Her attitude and style was one of desperation, and I have no interest in exhibiting at their show in the future.

So what does that tell us about cold calling. The conversation could easily have ended with respect on both sides: I was very polite to her. But due to her not listening; being disrespectful to the other show, exhibitors and my company, and generally coming across as desperate, there was never any other outcome than me severing any business relationship with the organisation.

So how might the call have gone better? No cold call is going to result in an immediate result, but a more effective call might have retained a business relationship where they could approach me next year and I would have been open to discuss the opportunities available.

Being derogatory about other companies; people and competitors does no one any favours and it devalues your own business and image. When you are cold calling, you have no business relationship with the person you speak to. So being negative about a competitor leads to the person on the other end of the phone being wary of you. They won't like you and they won't buy from you.

For more tips on Cold calling or to buy the 'Being a Cold Calling Genius" Audio Training CD go to http://www.executivevoice.co.uk

I've got the answer to stress: shout at your boss!

With so much stress at work and the recognition that in some organisations, stress has to be 'seen' as a mark of success and that you're actually doing your job. Yet high levels of stress can result in health problems. Here, however, is a very useful solution to work: shout at your boss, to get rid of stress. Here is the article.
http://www.independent.co.uk/life-style/health-and-families/health-news/stressed-at-work-shout-at-your-boss-1826433.html

My gut feeling is that your promotion prospects will diminish....

100,000 Graduates unemployed

Here is a plea!! I know of some great young people who are unemployed. It is so difficult getting work for many people, but for graduates who have limited work experience it is proving to be a nightmare. Here are two articles about just this that have appeared in The Times.

http://www.timesonline.co.uk/tol/life_and_style/education/article6908090.ece

http://business.timesonline.co.uk/tol/business/career_and_jobs/graduate_management/article6907910.ece

Now I remember when I graduated from University, and it was a similar situation. It was very tough but I decided to accept an overseas contract to work there, and that got me on the 'work' ladder as I then had experience. This isn't an option for many graduates, and certainly if I hadn't taken the job, I would have been in a similar position to unemployed graduates here.
However, for some time, I have been offering opportunities to undergraduates from Hertfordshire University, to do some work experience. Last year I had the lovely Emma and this year, Sophie. In addition, I have been lucky enough to have the skills of Luca who is doing a gap year before attending Liverpool University. Not only are they wonderful people but they bring a fresh approach to the work I am doing and they are extremely helpful.
I just ask you to look at your own businesses and see whether you could use a graduate (or undergraduate) to assist you - even for a few hours a week, do do anything from building a database, to filing or even doing some cold calling. All of these activities provide the graduate with proper work experience and something to put on their CVs. With my lovely assistants, I provide them with testimonials and will be a referee for any future jobs, and I try to vary the work to offer a range of experiences.
So please: be open minded and contact your local university, or if you hear of a graduate who is unemployed, see how you might support them.

AND, if you have an unemployed graduate that would like to do some work for me, just ask!

http://www.executivevoice.co.uk

Save our office parties

I saw a rather sad news item on the news last week. It is summarised below.


http://news.bbc.co.uk/1/hi/uk/8326009.stm

Basically 1 in 5 businesses report they are cancelling the annual office party for their employees. What this is going to do for morale, one can only guess.
One of my friends is in marketing at a major retail company. She has been told her departmental jolly - which normally has a budget of £40K for 200 people is being scrapped this year. Apparently, her bosses are still having their jolly. I suggested she asks if in-house catering could be arranged and a donation of 1/2 bottle of wine per guest. At least there would be some recognition for employees and their hard work.

It is so important to reward people; to recognise the work they are doing, and by cancelling this 'treat' - which might be the only treat staff are given, causes resentment and anger. Management need everyone on their side at this difficult time. Even if it means going down to the local pub and a round of drinks being bought, or a bottle of wine being opened in the office with a bowl of crisps - it is recognition of your team.

So please business owners - and I count myself in this category: don't cancel the party!

Teachers' using amplification in the classroom

I came across the following article at the weekend which stirred a great deal of concern from myself as a vocal coach that works with teachers.


http://www.dailymail.co.uk/news/article-1220963/Teachers-turn-pop-headsets-save-voices.html

Here is my response:

In response to the Daily Mail article regarding teachers being amplified in classrooms to put less vocal strain on their voices, Executive Voice – vocal and communications training, has the following response.

Executive Voice appreciates that occasionally, the acoustics of a room make it very challenging for a teacher to be heard. Also, if there is a child in a class who has hearing difficulties, vocal enhancement can aide the child in hearing the teacher.

However, Executive Voice has a number of concerns regarding the amplification of teachers in the classroom.

• It is cited that 1 in 5 teachers loses their voice each term; this is due, in the main to mis-use of the voice, through over use; incorrect production of the voice resulting in vocal damage and vocal tiredness. Whilst amplification puts less strain on the voice, if the voice is not being used healthily in the first place, the damage to the voice will still continue.
• One of the most important communication skills students should learn is ‘listening’. Executive Voice is concerned that by amplifying teachers’ voices, pupils are not learning this skill and the sound will be another ‘noise’ in the classroom to listen to. Students should be learning to concentrate; not be distracted by other things (other pupils; mobile phones; fidgeting etc).
• Unless teachers are properly trained to set sound levels that are most appropriate for the space, there will be issues of noise disturbing other classrooms – unless there is adequate sound proofing in every room. Sounds from other classrooms will be more distracting for students trying to concentrate on their own work.
• By increasing the volume of the teacher’s voice in a classroom, it only adds to the overall volume of the classroom sound. Students are so used to living in ‘noisy’ environments: with TVs or music always in the background. The additional sound of a loud teacher’s voice will be an additional distraction and make the working environment still more noisy.
• Students are largely influenced by TV and the behaviour of favourite characters on TV programmes. Executive Voice has noticed how more students and young people imitate the communication style of ‘Soap operas’ where everyone shouts at each other rather than calmly discusses issues and resolves disagreements in this way. Executive Voice believes that by amplifying the voices of teachers, students will not experience the varied volume, character and nuances of a natural voice, since sound enhancement largely neutralises the characteristics of a natural voice unless a very skilled sound engineer is at hand.
• Executive Voice believes that the large sums of money being used by schools to purchase amplification equipment would be better spent training teachers to use their voices healthily. In PGCE courses, one hour’s training is given to the entire student course. More vocal and communication training during the teacher training and INSET for qualified teachers would be far more beneficial to the profession.

For interviews: comments and more information, please contact Susan Heaton Wright on 0844 576 3015. susan@executivevoice.co.uk http://www.executivevoice.co.uk

Successful leaders and how they communicate

Recently I heard a 'horror story' from Planet Opera. The director: the current flavour of the month in the theatre world, had refused to speak to the leading lady after two days rehearsal, because she was 'undirectable'. The singer concerned was performing a notoriously challenging role; would not be able to physically sing it if she cavorted around the stage as he no doubt wanted; she also spoke English as a second language and was having difficulty understanding him. The director only thought of his ego; not 'How can I change my communication style to develop a rapport with this team member.' He could have taken the time; allocated a translator; tried to get to know her; valued her talents etc. But no. The singer sang magnificently; the production was a disaster with the director and his production team being booed off the stage.

I too was the recipient of boorish communication from a self appointed 'leader' for an event. On meeting me, he considered me to be the lowest of the low and talked over me; trying to under mind my expertise and position. I pulled him up on this because the event was missing out on using my experience and expertise due to his egotistical stance. What I was bringing to the event appeared to be disregarded by his insecurities and unless I had intervened the event would have missed out on my knowledge.

Teams bring together people with a range of skills, expertise and experience. As a leader, it is your responsibility and role to find out what the individuals' strengths are and how they can be used positively for a project. It is also your role to assess if any outside expertise will be required to run a project. Finally, as a leader you have to change your communication style to ensure you are developing a rapport with each individual in the team; ignoring a team member or talking over them is not leadership: it is egotistical, childish behaviour and you will achieve the very poorest results.

Musclehelp Foundation Fundraising event on 13th October, 2009

NSN Productions Limited are delighted to be involved in the above fundraising event for MuscleHelp which provides experiences for sufferers of Muscular Dystrophy. This is on 13th October and includes:

The evening will include some wonderful entertainment from the stunning Bella Donnas with the highlight being our auction. To whet your appetite, we have some fantastic lots, including:

- a pole vaulting session with an Olympic legend
- an exclusive full-on tour of the McLaren Technology Centre
- an offer from The Romantic Tenor to sing at your next private dinner party
- an invitation by Radio 5 Live Sports Week presenter Garry Richardson to the BBC Television Centre to see the show being recorded
- a spectacular weekend break at the exclusive Rome Cavalieri from The Waldorf Astoria Collection
- and, wait for it …
- a signed strip from the Spurs football team!

Please contact http://www.musclehelp.com for more details.

smiling boosts your confidence official!

I picked up this article in the dreaded Daily Mail a couple of weeks ago. Here it is:

http://www.dailymail.co.uk/femail/article-1213604/A-simple-smile-takes-boost-womans-confidence.html

So it's official: if you smile, you feel better. This is based on research on women: interestingly enough, why not on men.... For the sake of argument, let's
focus on men AND women. Smiling is a powerful communication tool. It takes less effort to smile than it does to frown! A true smile, where you are using your eyes as well as the mouth, creates a positive response from other people. I occasionally challenge myself to smile to everyone I interact with, and the world is a calmer, happier place!
Finally, the voice is more uplifting; happy and confident when you smile. On the telephone, remember to smile because your voice is more engaging.
Smiling costs nothing, but is an extremely powerful communication tool - verbally and non-verbally. Try it and see the difference.
For more information on Executive Voice go to http://www.executivevoice.co.uk

Five ways to communicate well when the chips are down in the office - podcast (phoneboo)

"Five ways to communicate well when the chips are down in the office" by executivevoice on audioboo.fm

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How to cope with office politics

Over the weekend, the Sunday Times published the following article. IT was in the Women's section of the paper which is interesting.
How to cope with office politics - Times Online

There was also a questionnaire.
Take the office-politician test - Times Online

The interesting point about this article was that it was 'encouraging' people to forget their morals whilst fighting for their job. Now, I know more than most about daggers in the back having been an opera singer. One story that's true, is that I was up for 2 roles over a year with a small professional company: not one that has ACE funding! Dates were discussed and the feedback I had after the audition and subsequent phone calls with admin and the director was very positive. Then everything went quiet.... A very inferior (in my opinion) singer was cast for both roles although they weren't suitable for her. A few years later, I was on a tour and a member of the company's board was singing. I'd forgotten the disappointment but he revealed the real story of the casting: the other singer threatened everything from cutting up the director's clothes, to leaving threatening messages on answerphones. What clinched it for her was when she threatened to take her life - she even staged a mock suicide (over the phone) to get her way. Of course no one has any respect for her (and didn't then) but she got her way. This article would encourage immoral shenanigans like this in order to keep your job.

So: getting back to the article; many people, particularly women were encouraged to 'keep your head down' and work hard. This is particularly a trait of women (at school they should be good) and people of my parents' generation who had a job for life. Yet the questionnaire would consider you to be 'naive' and up for losing your job in the next cull. The opposite "The loser" who basically throws their toys out of the pram every time something goes wrong also gets the red card.

Interestingly our opera 'friend' would be a Machiavellian: a trait that can keep your job, whilst 'star player' also wins on the job keeping stake. The premise of this article is that you have to forget your upbringing and morals to keep your job. You need to point the finger at others when things go wrong and blow your own trumpet when things go right.

We can all cite examples of people taking credit for work you or others have done; we also see examples of people putting the boot in on The Apprentice. The trouble is that if one isn't careful, they could reach the top - think Mandelson...

I'm not a work psychologist, but the message I have here is - keep sending positive messages - verbally/by email/actions etc of your work. If you can't stand someone and have to work with them, openly discuss it so that you can come to a working agreement and be more focused on the project. Be visible - working - bringing in good news stories - being there - available. Keep your head up; shoulders down. Even if you're worried about your job, don't give the impression you are.
Lastly: have at least 2 'good news' stories that you can discuss with anyone you bump into at work each week. You can always spin a neutral story. Focus on yourself: your team and the work you are involved in.

Good luck. More information from http://www.executivevoice.co.uk

Human contact with a human voice

I caught an interesting phone in on Radio 2 a few weeks ago. The entrepreneur Karen Darby, who founded youswitch, was answering questions from exasperated parents, who could see their school or university leaving off spring weren't able to get jobs.

Karen Darby was brilliant. In fact I've seen her speak live and she's very funny: intelligent: humble - and talks a lot of sense. She also has children of a similar age.

She recognised that there is a shortage of jobs: particularly for this age group; what it does to self esteem and for carefully planned out career dreams. But she's lived through recessions and survived, and was able to reassure listeners that this isn't a permanent situation. However, she did have some good advice for job seekers. One stuck in my mind: the human voice. She said that this is the most powerful tool we have to communicating with others when searching for opportunities. Many people send off speculative emails: tweets: letters, but actually picking up the phone - which I know can be scary, sets you apart from others. Not just because it's more scary and takes more effort, but because there is real human contact and the person you are calling is able to engage with you more easily.

She actually suggested calling people or companies that were of interest and asking if it was possible to come in: observe and find out about the job. She cited examples of young people doing this. Although there was no work - and they hadn't asked for a job, because they'd taken an interest; developed a relationship - and kept in touch, they were contacted when an opportunity became available.

She also has people that have contacted her: asking her about the job and company: can I come in etc. She doesn't respond to the emails: text messages or letters, BUT does when the person calls.

Of course everyone is different, but in a world where it is easy to 'round robin' your CV to hundreds of email addresses with the push of a button, it is interesting to hear what a successful entrepreneur is saying about the voice.

So: my message is - pick up the phone as well as send those CVs and speculative emails out. And Good Luck!

For more information go to http://www.executivevoice.co.uk

I recommended a business: then was accused anonymously of Nepotism

This is rather an extraordinary story! I was recently asked by a supplier to provide her with a recommendation. This is something I was delighted to do; not only did I want to support an excellent small business, but I also believe the quality of her service is outstanding.
The supplier was putting together a showcase of her work and the clients she represented, and put my 'quote' at the front of the marketing brochure. One of the clients she represents is my husband: a co-incidence since I have an independent business relationship with her.
However, upon the supplier sending out the brochure, she received an anonymous: unsigned email accusing her - and me, of nepotism. The cowardly emailer was also 'menacing' saying that the business is very small and nepotism is unacceptable.
Well... First of all, a definition of nepotism is when favourable treatment is given to family members. Within certain business areas, there is no doubt that 'nepotism' is the reason why certain individuals.. Peaches...Pixie... Etc. have opportunities that their talent doesn't warrant. In family businesses, of course, family members could have opportunities and responsibilities given to them in preference to more experienced employees.
In this instance, the cowardly accuser: hiding behind his bizarrely named email persona is wrong. My business relationship with the supplier is completely separate to the representation my husband has with her. And also, my giving a recommendation to her to support her business does not give preferential treatment to my husband within her business because he PAYS for representation and for being in the showcase.
Looking at forums and message boards on Newspaper sites (I recommend the Daily Mail for particularly vile comments), there are people that hide behind a ridiculous name; writing cruel, damaging and in some cases untrue comments. Clearly they don't have much to do or their lives are driven by jealousy and hatred.
When I am asked to write a short testimonial or recommendation, provided I am happy with the supplier, I am happy to do so. The economic situation in UK is currently very challenging, and any support we can give like minded businesses, that supply good quality products and services should be supported; not undermined by petty, jealous or untrue emails.
And as for Mr-cowardly-emailer: unfortunately, I'm not able to attend the showcase. I'm really sorry I won't have the opportunity to meet you.

What do you think?
http:www.executivevoice.co.uk

An interview Success Story

"An interview success story" by executivevoice on audioboo.fm

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Secrets of successful job hunting

Learn the secrets of successful job hunting with ‘Beat the Job Crunch’

Beat the Job Crunch and take control of your career success with a one day workshop in central London on 24th September, 2009.

Given the continued challenges experienced and well qualified professionals are having finding work after having been made redundant this one day workshop will empower these individuals to have the edge in their job search.

Delegates will learn to maximise their personal assets: experiences and how to present themselves to make the best possible impact on potential employers during the whole process of searching for, applying and being interviewed for a job.

The one day workshop includes:
Planning for success – strategies for planning your job search
Writing a winning CV
Strategies for answering difficult questions in the interview
Handling tests and assessments
Sharpening your personal image
Developing personal confidence and convincing vocal projection
Secrets of using networking for success
Personal coaching to develop your courage in job searching.

Led by Penny Sophocleus and Ros Morris, the course is run by 5 leading experts in the fields of Career Development, executive coaching, HR and assessment selection processes, Image consultant and Vocal and Communications training.

More detailed information is on www.corpalc.com/beatthecrunch
For media details and information including photographs contact Penny Sophocleus: penny@corpalc.com 01707 871

My perfect day - on Oxwich Bay

I’ve just returned from a walk on Oxwich Bay on the Gower Peninsula. There are only half a dozen other people on the beach: some with dogs. The day trippers have left; a couple of barbeques are smoking – used and abandoned next to dustbins, but otherwise the beautiful expanse of Oxwich Bay is deserted.

The tide is coming in, yet there is a vast expanse of sand stretching from Oxwich village and the hotel, all the way round to Three Cliffs Bay and beyond. Over the sea I can clearly make out Port Talbot, the Vale of Glamorgan and on the other side, the Devon Coastline.

To my left are the sand dunes. A large cloud of starlings fly across the marshes. During the day, the sand dunes are great fun to explore with a wide range of beautiful fauna. There is one area; ‘The board walk’ where you can walk over marshland and see rare flowers. Whenever I’m down in Oxwich I visit it.

The sand gives clues of what has happened today. Lovingly built sandcastles, volcanoes and even sand ‘boats’ remain in the sand, as well as forgotten buckets and spades. Sadly there is some litter, but one hopes this will be cleaned in the morning. The sand is fine and easy to build castles.

Earlier on today we were down at the beach. The car park was packed with visitors for the day as well as people holidaying at the camp site. Most people were close to the car park; others ventured further towards Nicholaston: either on the beach or in the sand dunes.

We swam; built sandcastles and snorkelled with our new flippers and masks! We saw a number of fish in the clear seawater. Others swam, kayaked or surfed – although the waves were non-existent! My husband hired a boat from the Sailing Company and sailed over to Three Cliffs Bay, whilst a couple of people annoyed everyone by riding their jetskis too close to the bathers.

As the day progresses and the tide goes out, a number of cricket games start, as well as one hugely competitive beach volleyball game. On the far side of the bay, the rocks are exposed and children with buckets do some rock pool dipping and find impressive specimens of crabs.
Now, as I walk back from the beach, I see that the car park is deserted, except for a bat flying in front of my face. I am so lucky here. As I walk back to my house, I realise that although the forecast is overcast tomorrow, I am still here in Oxwich and will be able to enjoy another wonderful day.

For more information on visiting Wales http://www.visitwales.com

MOre information on Executive voice http://www.executivevoice.co.uk

Engaging people when you speak to them

At the weekend I had something horrifying happen to me. My husband had told me he needed to leave the house to go to Heathrow to wave off his relatives,who were returning to Australia.
Unfortunately I didn't 'hear' this when he told me, and I was swimming. He was forced to leave late - taking our son too. The consequence was that he missed seeing them.
I felt dreadful about this, but it also enabled me to really consider why this method of communication went so wrong. Although my husband had spoken to me (I don't doubt him), he has a tendency to 'talk at' people. The problem with this is that he assumes you have heard without checking that you are 'engaged' in the conversation. He doesn't register whether or not I am listening. This is also a problem with colleagues at work.
In order that a conversation is two way - speaker and listener, we need to have a check list. This could be.

• Asking - "Is this a good time to speak?"
• Watching - is the body language mirroring yours or at least indicating they are taking note of you. (Clues could be eye contact; moving their body to face yours).
• Stopping activities; check the listener has stopped what they were doing. So if they were watching the television; cooking; on a computer, that their attention is now focused on you and what you have to say.
• Check that they have understood what you have said.
• As a precaution, repeat what you say the next day.

For more advice please go to http://www.executivevoice.co.uk

Interviews: a success story

This week I received some wonderful news from one of my clients who had gone for an interview within an industry heavily hit by the credit crunch. It was a high powered: prestigious post, and he'd been offered it.

Before he went for the interview, I worked with him on the interview, to ensure he presented himself in the best possible light.

The interview was approached as a performance; with my client preparing himself prior to the interview to ensure he presented himself in the best possible light. Here are some of the activities we planned together and he did ensuring he was rewarded with the job.

• He visited the company beforehand, checking his journey to ensure he was early for the interview; planning for the eventuality of any journey problems.
• He did a lot of research on the company prior to the interview
• He collected examples of his work to take in a well presented portfolio, to illustrate his experience. He chose projects that were related to the position he was being interviewed for and also projects that were similar to work the company did.
• He researched the people he was going to be interviewed by and anticipated questions they might ask based on their experiences.
• Through his network, he was able to speak to 2 ex-employees of the company who were in similar departments. From this he was able to understand the structure and culture of the company.
• He also checked on their dress code and dressed to 'suit' the culture of the company.
• He set off early; drinking water 2 hours before, to ensure he wasn't dehydrated.
• He arrived early at the location of the interview; giving him time to relax, warm up and focus.
• Whilst preparing, he kept focusing on what he had done; what he could do, NOT what he didn't have experience in.

Executive Voice are involved in a one day Interview Skills workshop on 24th September in Central London called "Beat the Job Crunch". More details from http://www.corpalc.com/beatthecrunch/

More details or discuss your interview skills and performance http://www.executivevoice.co.uk

Speak like a John Lewis shop assistant to get on in life.

With shame I realise that I haven't posted this blog and had a discussion about speaking and accents. Here is the link

http://www.telegraph.co.uk/news/newstopics/howaboutthat/5445473/Teenage-shop-assistant-told-to-go-to-John-Lewis-to-learn-how-to-speak.html

The gist of the article is that a young female shop assistant of an aspirational gentleman's clothing store complained that one of their assistant's didn't present herself effectively. This was particularly with her speech. They suggested she observed how shop assistants at John Lewis spoke to customers.

Now, I have no idea how this shop assistant speaks and I have no idea how she interacted with customers. However, I do know that there are shop assistants and shop assistants, and those that I buy from interact with me as a human being; they have eye contact with me; they are pleasant and are interested in providing me with what I want. I am courteous to them and the whole experience of buying is a positive one.

If I receive customer care from someone who is disinterested; grunts at me; does the bare minimum; expects the maximum returns for minimum effort; is stroppy; tuts (or worse); aggressive; body language is disinterested or confrontational - I don't buy from them.

My decision is not based on the person's accent, but on their friendliness and willingness to interact with me.

I just wonder what this young woman's personality and attitude was towards customers?

Live and learn.

Losing the human voice through texting

Yesterday I heard a news item on BBC news related to a company that specialises in converting voice mail messages to text messages. Apparently, there are privacy laws that could be violated through this process. I wasn't desperately interested in this, but I was interested in why anyone would like to lose the sound of a human voice over a text message and also the implications of this.

http://news.bbc.co.uk/1/hi/technology/8163511.stm

The human voice is a powerful method of communication; it is a personal connection between the caller and the receiver. Think of when you receive recorded (cold call) messages and how monotonous they are - because the voice is reading something automatically. Many people complain when they call a business and receive a bombardment of automated responses with a recorded message.
Also, when you convert a normal conversation into text, you lose some of the subtle messages from pauses, inflections and energy. Unless the text message is carefully punctuated, there are likely to be misunderstandings. It becomes the equivalent of an automised voice - in text.
So why should we wish to lose the human voice and read a text message instead? Could it be that a manufacturer has created another toy and it is just a fad, or do we really wish to lose human contact with each other?

From a personal perspective, I prefer to send and receive voice mail messages and my market research confirms this. As a business we wish to demonstrate that we are human beings and customers want this too. I do send text messages - but only to people I already have some contact with and have established a relationship with.

From a business perspective, I would avoid using this method until - as I have done - I have established a relationship, thus making a quick method of communication permissible. I don't want to hear automated voices or text messages when I am contacting a company, unless I know them well. And remember that large companies that we complained about (except BT) now have a human voice at the other end of a phone within a couple of clicks. What does that tell you about using the voice?

Maintaining communications whilst on vacation

A number of people will be going on holiday soon; certainly in Hertfordshire there is a mass exodus when the school term finishes this week. As I have mentioned before on this blog, it is important to maintain contact with clients - or at least to give them information WHY you have not responded to their email or call.

I recently had a meeting with a website design company and despite reassurances from them that a full report and suggestions would be sent to me within a week, I still haven't heard from them 5 weeks later. My thoughts are that they are not interested in my business; perhaps they are too busy or that they dismissed my approach. Whatever the reason, they have been crossed off my list of prospective website developers....

When we are on vacation, we aren't going to tell everyone where we are, BUT we need to ensure there is a response to an enquiry or communication from an existing or prospective client - and colleagues. Otherwise they will think as I did, that 'you don't care about my business'.

Here are my tips for maintaining communications whilst you are away.

• 
  
  Update your email automated response; stating the dates you are out of the office and an alternative person to speak to (with their contact details) if the email is urgent.








• 
  
  Update your voice mail messages (particularly for a business mobile number) stating when you are out of the office and an alternative number and person to call.








• 
  
  Arrange for someone in your business to be responsible for all of your mail/telephone and email correspondence whilst you are away. If necessary pass on projects to them, but make sure you hand over properly with detailed information.








• 
  
  For existing clients, warn them when you are going to be away and who to speak to in your absence.








• 
  
  If you have had enquiries or there are outstanding proposals before you go away, let the clients and potential clients know beforehand and give them a date they should expect to receive this work.

And to finish: I have recently experienced a rather sobering situation where a musician 'disappeared' without trace for 10 days, just before a wedding. She hadn't contacted myself (the music management company); the other musicians she was performing with, or the client. The client was understandably very worried that she would not show up on the day and despite leaving emails, voice messages and text messages daily for a week, I had no response. Eventually it was decided to cancel her contract by email, text, voicemail and letter, and replace her with another musician.

At 7.45pm the evening before the lunch time wedding, she called asking why she'd received this letter. I explained that we had been trying to contact her unsuccessfully and that the client was extremely concerned she wasn't going to show up. She had not switched on her automated email; altered her voice mail; let people know she was away - or responded to her text messages. She was very surprised she had been sacked..... She had lost the confidence and trust of the clients. Just don't talk to me about Harpists....

The meek will not be rewarded with salaries: Alpha Females earn more: FACT!

I read an interesting article in the Daily Mail about Alpha Females earning considerably more in a lifetime than meeker, kinder, nicer females.

http://www.dailymail.co.uk/femail/article-1199367/Women-act-like-men-earn-40-000-feminine-colleagues-Essex-University-study-shows.html

Now the Daily Mail is not known for its feminist stance in the news and no doubt this is a double edged attack on women working; women bosses and well, women. However there is some interesting about this. The article, and the research focuses on different personalities in women and how 'effective' and 'successful' they are in the workplace - the measure being the size of salary. The best rewarded women were those who were very assertive and confident enough to negotiate and manage conflict. Those that were neurotic earned less as did those who were too 'nice': the argument that the latter were less effective at negotiating salary rises and coping with conflict.
I am not going to get bogged down by the results - and also the Daily Mail's interpretations, but from Executive Voice's point of view there are skills that benefit any person in business - whether they are male or female:

• Hard work; being focused; getting your work completed.
• Having the confidence to negotiate for a salary increase
• Being pleasant - but not a pushover. This is a challenge for some ladies because we are brought up to be 'nice' and this can be interpreted as being a pushover.
• Developing from the previous bullet point - developing assertiveness. Learning to say no and recognising your (or you job's) boundaries.
• Not being moody or whingy.
• Being able to ASK
• Being able to be noticed through some self PR.
  

The challenge for some women is that as I mentioned before; we are sometimes brought up to be 'nice'; not to ask for things and not to be assertive. Also there is the opinion (no doubt by your average Daily Mail reader) that assertiveness in women creates the 'businesswoman from hell'. But the alternative is to be meek - and miss out on salary and career development rewards.

Or, in fact we are attracted types of jobs that are suitable for our personality and are paid accordingly...

For more information about Executive Voice go to http://www.executivevoice.co.uk

Contacting your clients and potential customers - how frequently should you do this?

Today I was at an excellent online marketing course led by Derrick Cameron. One of the points we discussed as a group was how frequently we should contact clients and potential customers by email; direct mail etc.
Recently I have signed up for a couple of emails and newsletters. Some of these ezines are fantastic and I am really pleased to be receiving them. BUT there are a couple of nameless organisations that are bombarding me with emails; tweets; messages via Facebook, Ecademy etc twice even three times daily. I'm afraid I've had to unsubscribe because I'm SO fed up of being contacted.
One person that was cited today was a "Marketing Guru" who was contacting people daily by email, letter, phone calls etc to sell his marketing training day. It became TOO MUCH! and I had to ask his organisation to stop contacting me. Had I not been pestered so often, I might well have gone. I thought this was ironic given that the chap in question was a marketing expert - yet he'd got the style of communication SO wrong!

So how frequently should you contact clients. Now remember I am English - as my Canadian and South African colleagues frequently remind me: so I err on the side of caution with 'pestering people'. I tend to be more conservative than most, and could increase my communication.
I try to blog twice a week - and refer to these blogs on Twitter.
I try to audioboo at least twice a week and these are referred to on Twitter with a link to Ecademy.
I normally send out ezines once every 2 - 3 weeks. The exception to this is when I am marketing a new course; product or service.
If I am leading a teleseminar, I will email everyone twice and then a reminder the day before. In addition I will contact people that have registered on the course with reminders the day before and just before the call - and an email afterwards summarising the call and links to the recording.

Am I getting it right or am I being 'Too English' and not pestering enough. Do let me know!

Watch your videos before you post them on your websites/Facebook etc

Recently I have been bombarded by an ambitious business woman who is selling her business club/services/training. There are regular emails; Tweets and messages on my Facebook account. Some of these messages are interesting but I was drawn to her website link that was advertising a series of teleseminars. It is always interesting to see what others are doing and how they are marketing them.
However, I was astonished that the marketing included a number of videos that had been posted on Youtube. My surprise was not that they were posted on Youtube but the quality of the videos. These: like a photograph, first personal appearance or voice podcast give the audience a strong first impression and ... well .... the first impression was NOT good. Not only would I personally not want to participate in training with her but wouldn't want to listen to her teleclasses. I don't want to be unkind; I am sure she is very good at what she does, but my opinion is based on seeing her video.
So... here are some tips if you are going to add a video to your website or post it onto a site like Youtube.

1. Plan what you are going to say beforehand.
2. Practice what you are going to say.
3. Do a runthrough recording, so that you are used to the 'pressure' of being recorded.
4. Check what you are wearing: that it doesn't look awful on the screen. (Geometric patterns are particularly unflattering).
5. Check where you are standing; what is behind? Does this class with your clothes? Is it distracting? If necessary, change where you record the video.
6. After recording, watch your video.
7. Be critical but not neurotic about the video.
8. Ask your self the following:

• Do I come across in the way I wish to portray myself?
• Are my facial expressions and posture positive and professional?
• Is my voice clear; audible and understandable?
• Am I speaking too fast making it difficult to comprehend?
• Are there lots of 'ums, ahs,' and other verbal garbage?
• Am I looking at the camera as if I am having a conversation with the audience or moving my head around (which is distracting and cuts you off from the audience)?

If necessary re-take the video and then ask the same questions.

Podcasts and vidcasts are a brilliant way of communicating with potential customers and clients. This is on my list to do, and in fact I have purchased a Flipcamera for this purpose. However, it is important to be aware of how you portray yourself and if necessary have training for this purpose.

For more details of Executive Voice's training and other services go to http://www.executivevoice.co.uk

How speaking Jargon can reduce the impact you have when you speak

I read the following article in the Sunday Times yesterday and had to comment!

http://www.timesonline.co.uk/tol/news/politics/article6493420.ece

Different groups do have their own jargon; I know that there is syntax and specific words for music; some of which are universally used to describe how to perform a particular piece of music. This vocabulary and the signs are part of the knowledge a young musician learns as part of his or her musical development, so that s/he can interpret music and composers. However, the music profession has been very good, in recent years, to 'demystify' this aspect of music, to ensure it isn't viewed as being 'elitist'.

Likewise the medical profession; which of course requires high levels of knowledge and expertise, has 'jargon' and a language appropriate for it's profession. Visiting the GP as a child was an extraordinary experience with GPs speaking to you as if you were an alien. Times have changed; again, the profession has addressed this issue and GPs and medical students are trained to communicate clearly with patients.

Why then does the Government: and Local Government speak in a more 'jargon filled' way? Speaking to teachers, they feel that they require an interpreter for some of the directives they receive from the Government. Not only does it add additional stress but it devalues their status as professionals and experts at teaching.

Possibly the Government is trying to 'put wool over our eyes' so that we don't fully comprehend what is being said. By making simple issues appear complicated, it adds power to them....

My message to you, readers, is that if you wish to engage with customers, audiences and clients, try to speak their language, or modify your existing jargon, so that they will understand. Certainly at Executive Voice, we have modified complicated technical language, and created easy to understand models and analogies to support clients. Good luck.

For more information contact Executive Voice http//:www.executivevoice.co.uk

The Impact of a new photo on Ecademy

Yesterday I received a couple of messages from contacts on Ecademy. I don't use Ecademy very much; I have a 'quiet presence'. Whilst I was checking my messages I decided to change my photo whilst I was there. Now as you can see, it is hardly "Russian Bride Catalogue"but it has generated a flurry of interest from gentlemen on Ecademy who want to "Get to know me better". I was astonished that the new photo created this rush (at the last count 33 requests after 12 hours).
Given that Ecademy is an online business tool, any visual image is particularly powerful. We have photos on websites and marketing material that create an image of the person and also one makes decisions on this.
I remember when I was offered my first teaching post in Kenya, the (appalling) headmaster admitted that his staff had chosen me because of my photo; they didn't consider my cv or interests.
A good photo can get you an appointment, or be one other method by which people make a decision about your company. It could be you have already contacted them and spoken by telephone - where an opinion has already been made, and a photo could reinforce an opinion.
Of course we are manipulated by digital enhancement, and on one level we know that it is not 'real' (sound samples of music and videos of my musicians are only an indication of the quality of their performance, but clients are able to make a quick decision on whether or not they wish to receive more information), but it is a tool for drawing in potential custom.
It is a challenge to create the right image; perhaps my image isn't right for Ecademy given the response.... but perhaps a combination of different styles of photos; portraits and action shots would be powerful.
Find out more about Executive Voice on http://www.executivevoice.co.uk

All talk and no action

I know this is quite late on but I was particularly impressed with Diversity from 'Britain's Got Talent'. Not only because they were a phenomenally talented troupe of young men, but that they had been so focused and worked so hard for their success.
Talent shows - particularly televised ones, are littered with Scouse type wannabees who with no obvious talent say "It's my dream"... "I won'it so bad"... as though there is some given right to having this "dream" fulfilled.
I cheered at the TV when the choreographer of Diversity said "This is our dream" - and then Simon Cowell said "But you have worked so hard for this and you deserve to have your dream realised". Hooray!
Unfortunately talent shows give the impression that individuals can be an overnight success; it takes a great deal of hard work to be an overnight success! Remember those people at school that swore blind that they didn't do any work - yet in hindsight it is obvious they worked extremely hard.
You can 'talk' all you like, but you have to put in the work too; words alone aren't sufficient.

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!

Self Confidence disappears rapidly

This week I was at my book group. We've been going for 6 years now, and until recently, there was always a baby asleep in a carrycot in the corner. As a group of mothers: more recently parents as we have one father, we've been through the highs and lows of parenthood with young children. Our discussions always include support for each other as well as discussing the book!
Recently one mother: a fiercely intelligent Dr of Science lost her job. She is an eternal optimist and felt this was an opportunity to spend more time with her 4 children. She was chatting to another mother, who has been a full time mother since her child was born. Prior to that she was a very successful Human Rights Lawyer.
The conversation turned to discussing work, and both admitted that they'd lost their confidence. The mother of 4 said "The confidence disappears so quickly. I'm just so frightened about looking for a job - and don't believe I'll ever find one". The other mother said that she felt she was completely detached from her career and didn't have the confidence to pursue a job.
Self esteem is knocked when you are made redundant. It is also knocked when you have a career break. When you decide to look for work, it is even more challenging presenting yourself in a positive way due to your lack of confidence.
Our Training course "Vocal, Visual & VITAL" focuses on all aspects of interview skills, including creating a positive mind set and creating the appearance that you are confident.
For more details of the course go to: http://www.executivevoice.co.uk/vvv.html

The 'Accidental' Self Employed and Interview Techniques

This morning I read the article below in the Daily Telegraph.
http://www.telegraph.co.uk/finance/personalfinance/consumertips/5249429/Jobless-in-Henley-Whats-in-it-for-the-accidental-self-employed.html


Being unemployed is tough: really tough. If you have had a professional career and suddenly find yourself made redundant or 'accidentally self employed' it has an effect on your self esteem and ultimately your performance when you are being interviewed for another position.

Executive Voice with two other outstanding trainers, have devised a two 1/2 day workshop called 'VOCAL, VISUAL& VITAL' focusing on all aspects of searching for a job, preparing, creating a positive mind set, body language, using your voice to make an impact in the interview room, negotiating terms..... and more. Unlike other interview skills workshops, we are working with the 'whole' person to identify weaknesses and provide tools to perform well at all stages of the job search and interview process.

For more details go to: http://www.executivevoice.co.uk/vvv.html

Copying is the finest form of flattery

I was very flattered to find that there is a Communications style blog (or blodger) copying my posts - but changing a couple of words. Yes: what I say is relevant, of value and good. It's great that other people think so too.

But Guys - I know you give 'Executive Voice' a mention. I'd be even happier if you put a link to my website!! http://www.executivevoice.co.uk

Cheers!

Children are being taught to 'speak better'

In the news yesterday was an article about school children learning to speak properly. As usual there were plenty of postings on the Telegraph - and particularly the Daily Mail websites, criticising parents, the Government and teachers. One post actually said that 'Most teachers were illiterate' (could I see the figures to prove this statement...)
There is a need to address the problem of children's lack of positive communication skills - and also that of society as a whole. One could argue that this ought to be the parents' responsibility, but since this is such a problem, they are clearly not doing this, so there needs to be a strategy for improving these skills.
By poor speech, I DO NOT mean regional accents - or indeed certain Public School accents that are incomprehensible, but speaking where grammatically the language is WRONG, and also the use of slang and phrases like "Oh - My - God" - which personally I find offensive and sloppy. There is a way to speak and communicate with your friends and peers: another when you are at work.

To me there are a couple of crucial points about current communication styles. One is that there are many more people who are 'voices' in the media, who have poor communication skills: in particular grammar and pronunciation. Celebrities, footballers etc. This gives the appearance of 'being the norm', when in fact they are dreadful. These people are role models for a lot of children and of course they mimic and believe this is totally acceptable. Not only are their speaking styles sloppy, but they use poor English.
Also, it is important for young people - everyone infact, to be able to recognise what type of speech is appropriate for different situations. I delivered some training to a company where the lovely employees were 'over friendly' and 'familiar' with their use of speech with clients. Clients were being put off by this. When the employees realised that there is an appropriate language style for clients and a different one for friends, the communication effectiveness in the office increased.
Rather like we wear work and 'home' clothes, we should adopt 'work' and 'home' speech.
Here is the article>
http://www.telegraph.co.uk/education/primaryeducation/5227625/Children-to-be-taught-how-to-speak-properly.html

Read more from Executive Voice http://www.executivevoice.co.uk