Univision - Compelling Communication Onstage, In Person & Over The Phone

COMMUNICATE POWERFULLY(Onstage, Over The Phone & By Email) with Michelle Villalobos (vee - ya - low - bos ) 1

Premise 1: We are ALLselling something. 2

“Any time youre persuading someone to come around to your way ofthinking, thats selling. Any time youre trying toget someone to take up your cause, thats selling. Any time youre attempting to change attitudes and behaviors, thats selling.” - Laura Braithwaite 3

What do YOU sell? 4

Prem ise 2:Mos t people hate b eing SOLD TO 5

Objective:To communicate so effectivelyand so compellingly that people can’t say “no” to you. 6

1. Establish Your Objective 7

1. Establish Your Objective 8

Draft 1 Plus Humana Care ngths, customer service and better s, stre OBJECTIVE: To engender more collaboration, better ut)? Find out specific challengecommunication both among and oTo do: within Y-3 stores nationwide. forehand (about 2 weeks e a few agents b- Could I interviewetc. APPROACH: A fun, discussion-based, interactive workshop lidesignedills for bthem g rapport, uildin develop concrete , app cable sk to get (Part One) seeing the “big picture” of how IVE: For the Care Plus age and collaboration across stores nts toamong salespeople creates the best possible outcome for all (Part Two) I. OBJECT understanding the interplay between their personality type and others, and how it impacts customer service and referrals and sales. finally (Part Three) developingWhole Organization Workshop Guide with each other and with teamwork, then self-awareness and skills around interactions customers. LINE III. C ONTENT OUT e story: PART ONEStory - 10 minu tes. Objective of th 1. Art Gallery (for Michelleible expeto. know) - Name + what is your favorite part of working with Y-3? - 10 minutes I. Icebreaker ichelle aIntroto get rt cred ELC “The a. Establish M II.Group can sell one /thing, you can sell anything. Perfengt and to WHOM – you’re selling objectives intention-setting - 10 minutes, possible answers:in Sales: c 10 you WHO you’re selli outcreate a shared database of beliefs,Ivalues, and b.If A.To improve communicationthe rather ab Purpose of but WOW: To WHAT yoe’repselling Agenda/O Part I - Thy Next 1 ’s not about Sutu : c. ItB.Profitability knowledge so that Go To Marketing can ships with pestrong e/hecript utlin rt S red b e 0 Minu is fuand focused marketing tes” nce latio n develop a ople plan. youself to your audie 1. Computesh-ipstaritTre eople, developing re C.Growthut develo2.inF relation r S w h Video, A pk p glip C d.SD.CollaborationI. Who difhartstareathe people who workrhere?preferences.This is thepeopleto serve? ales is abo - Who & eople.l feren p E se ustin Powe s Clipy Or - Who are the le ad-in we drives onalit un derstanding what 3. Markerop& ,Nou naed to be able to read pers more s s le yotec E.Enjoy workwhat dWhyp-ePurpose e rds e. To u d rstan d II.. rivetecards 4 No III.Whatnisethe Y-3 customer experience? struction w theith in - 5 minutes (purpose, to identify that the customer experience depends on pe. III. Whats- fo offering (4 ality tyattitude Markapproach)Exercise s 5 minutes) 5. t and hence are the erson p employee and e - How r r bo IV. nality Typeards ce by environmen erso be influen Icebreaker & P V. Where/When - prioritiesces can & brainstorming - feren 2.IV.Collaboration discussion o establish that pre20 minutes (purpose, for each individual and store to see that rcise (t collaboartionss ExeObjectives: individually AND to identify ways and initiatives to collaborate more effectively) a. Handedne helps everyone Nur rer not A.What is y”) • To will me through WHO, WHY, WHAT and keep tu “destinthe benefitetoget mpofrts: Direcstores doowell? nalyzer, h lp eachbar us if all tor, Prom ter, A Weom into 4 e e• roitiacompete? s learn tois par ork a o track of the HOWs for owners to Activ b.B.How do the address w eachwith er (th etw is use thisn) ity - dividstores te contactoperations.nWe twillmlorteoffffucas the big picture to formulate a discussion of a plan In e et stabli o to collaboration? ti s ips o? e tiveof with oth str Discuss - and/ g•that knshthe purpose,angeronshandgprinciples ly the company. Eto fits rapp c.C.Challenges obstacles conversations/rela mission ort D.Solutions / i. How do initiativeseforoac quickly How can the stores support each other? (i.e., Sharing merchandise, crossiloyp ppr collaboration. • Ta -t r a •D h to the perso ii. Similar type? eve One: ve lis customer info,Partlop actiSet objectives they’re talkin etc.) n g to tenin skills V.Createi.anh“agreement” out custhe aboveg(how we will work together / support each other / etc.) - 10 minutes •H ii C allenges? ave a fo of apt? eir needs. • Un Who? A.Capture. to adI. derstand iv. How peo ple and adapt to th learn hthe to read f uildin e B.Get buy in. t is toA.Whoow elements o5bminuta s) cre d. So, the se Trmaking 101 (1 g re n ust are the stakeholders? lationship ecisioBe whom does the success of this business matter? : 3 . The TWO & D Brain PART ft vs. Right Brain selling B.To interested , not in a. Le C.Respectdoes each teresting groups want? What (cou of these VI.Personality Neurons minutes type - 15 rtesy, etiquett b. Mirror A.Group typingge F cus up) activityo(get on what you can e) c. Get y Langua II.Why? d B. Bo intotact1 type’s “head” each give, how you can bene d. Eye Con I. 1:30types likely 0our PURPOSE? situations (i.e., fitathwould re(ach tyan o alue? How am to in :0 responses to certain A.Whatutes) is p e othe pe v C.Discuss different (30 m 12 m: Meet, Gree Art Gallery story, wstresses) you c 1 B.What VALUES do we hold dear? h t nly do this if y toryselling 10A. Eye to th t & ou u 9

Objective:What is the SUCCESSFUL OUTCOME you want? 13

Relationship “Other” RelevanceTrust Why people Like BUY (or buy IN) Self- Confidence Solution Interest 14

2.KnowYourTarget 15

B. BlindingF. FlashO. Of the Obvious 18

Shift Context What doI want THEY want? 19

Women Ages 30 - 60 Affluent ProfessionalInterested in Self-Improvement Want to Have Fun 22

vs. 24

Questions To Ask• What are this person’s NEEDS?• What keeps them up at night?• How do they measure SUCCESS?• Who do they ANSWER to?• How are they COMPENSATED? 26

3.Identify Pain Points 27

4. Plan YourContent 29

Traditional Outline• Linear• Rigid• Not FunMindmap• Mimics how we think• Creative• Easier 30

Subtopic Subtopic SubtopicSubtopic Central Topic Subtopic material material material material Subtopic Subtopic Subtopic material material 33

Put it in order. WHY WHAT HOW• Pain Points • Strategy • Details• Obstacles • Solutions • Facts & Figures• Needs/Desires • Case Studies • Tactics• How it IS • How it • Options & COULD BE Pricing 34

5. Understand how people think & decide 35

Attention 37

Use popularreferencespeoplerecognizeand connectwith to get“BUY IN.” 38

Interact. 39

Incorporate activities & exercises... 40

Understanding 42

http://www.garlikov.com/Soc_Meth.html 45

Use analogies to illustrate complex concepts. 46

Get VISUAL 49

Emotion 51

“Communication is the transfer of emotion.” – Seth Godin 52

Right vs. LeftBrain 53

“...If you focus on logic, numbers, reasons and rationale when you [speak], you’re putting half your client’s brain to sleep... [the half that makes decisions]”StorySelling for Financial Advisors: How Top Producers Sell(Scott West & Mitch Anthony) 55

MirrorNeurons 56

6. Look Sharp 57

2 Seconds = how long it takes for someone toform a first impression 58

First Impressions?• Salesperson• Annoying• Too eager• Pushy 59

First Impressions?• Powerful• Confident• Arrogant?• Knowledgeable 60

First Impressions?• Childish• Uncertain• Young• Demure 61

First Impressions?• Self-important• “Too busy for me”• Successful• Not friendly 62

First Impressions?• Friendly• Trustworthy• Engaged• Professional• Interested 63

Key Elements• Eye Contact• Expression• Attitude• Body Language• Clothes• Neatness• “Props”• Greeting/Handshake• FIT 64

Put AwayThe PDA!! 65

7.GetInTheRightMINDSET 66

Whether youthink you can orthink you can’t... You’re right. - Henry Ford 67

8. Watch Your Words 72

“I may be wrong but what if we try a new approach? I was thinking, you know, maybe we could, um, find apartner or something, you know to helpus grow our mailing list. Maybe I could call a few people that I know. I don’t know, what do you think?” kie josiuel lk asj kdi ko oudu lki, reit kci,wii, oieru iyd klkea loi leoop ncke adlfjad ieu loo keuu eioci klle leyuc ckelk lke as eec eae ree clkj elkj sld fkjds adlk fja.... “Infractions:” Passive, Rambling, Verbal Filler, Qualifiers, Hedges 73

Verbal Filler• “Um”, “like”, “ah”, “you know”• Rambling (and... and... also)• Nervous chatter 74

onlyQualifiers just& Hedges you know really in my opinion sort of kind of apparently I’m not an expert, but I may not be qualified, but but maybe I guess 75

“To Be” = Weak I lead I am (was, will be...) _______ _________ I am the leader of a team You o verseeYou are (were, will be) You ___ __________ __ are responsible for sales sales We m anage We are (were, will be) _ We are ___managers__ ___ the _____ of... They h elpedThey are (were, will be) ______ They were helping the __ _______kids... 76

effective action verbs...Achieve Formulate Manage Promote StructureAdvance Fulfill Marketed Publish SuggestConduct Forecast Maximized Pursue SupersedeConsult Generate Mediated Rank SuperviseCommit Gain Motivate Update TargetCoordinate Gather Negotiate Redesign Teach/Develop Head Obtain Reengineer TaughtDeliver Host Operate Reorganize TestDesign Identify Organize Represent TrainDefine Implement Originate Restructure TransformDevote Improve Oversee Revise TranscendEarn Improvise Participate Safeguard UnifyEnhance Influence Perform Secure UpgradeEvaluate Launch Pioneer Specify UtilizeExamine Lead Plan Spearhead ValidateExtend Lobby Prepare Standardize ValueFacilitate Maintain Present Strengthen Write 77

“feel” 78

“One way to grow a list is to partner with others and offer a benefit in return. I know a few I can call. Thoughts?” Direct, to the point, assertive(without being aggressive), inviting 79

9. Hone Your Delivery 80

Be LOUD 81

Eye contact 82

Stance 83

PLANT to make points Hands out of POCKETS Avoid ROCKING 84

The Dramatic Pause 85

flec In tion Have you ever noticed?How some people talk like they’re asking a question? Most don’t even realize they do it? RECORD YOURSELF. 87

Communicate Powerfully In Other Situations 89

Over The Phone 90

More difficult to connect without visual cues 91

New technology makes it easy (and inexpensive) to video conference 92

More important to:•Establish framework•Interact•Pause, check for understanding•Manage your energy level/attitude•Inflect•FOCUS 93

Peoplecan “hear”how you feel. 94

theMULTI-TASKING myth 97

“People who regularly juggle several streams of electronic information do not pay attention, control their memories, or switch from one task to another as well as those who prefer to focus on one thing at a time.”– Stanford Report, 8/24/2009Study by Clifford Nass, Eyal Ophir & Anthony Wagner 99

By Email 100

More important to:•Avoid negative emotion•Prevent lots of back and forth•Be considerate of who needs to be cc’d.•Watch out for subtexts 101

Let’s meet Tuesday at 2:00 pm.If that works for you please confirm.If not, please give me two timeseither Tuesday or Wednesdayafternoon that work for you. 104

Emotions Over Email 105

Use detailed subjects:x Important! Read Immediately!!x Hola!x Following-upx The file you requested. "Confirmed for Tuesday but need to change location to Starbucks” EOM (end of message) 106

Who REALLY needs a cc? 107

Communicate Powerfully In Meetings 108

Undermining Derailed Rabbit Holes No How Do Meetings All TalkAction Go Wrong? Self- Draining Too Long Interest 109

A Plan 111

Someonein CHARGE 112

GroundRules, i.e.,• Time frame• “Parking lot”• Q & A process 113

Road MapPrepared by Jessica Kizorek and Michelle Villalobos August 2011 The Next 90 Minutes **Private & Confidential** © Kizorek, Inc. 2011 114

Capture & Follow Up Objectives Decisions“Parking Lot” Accountabilities 115

oogle me! O r just Gwww.MichelleVillalobos.com Copyright Michelle Villalobos, Mivista Consulting, Inc. 2009. All Rights Reserved. To Reprint, Distribute or Repurpose, visit www.MivistaConsulting.com and click “Contact Us”. 116

Univision - Compelling Communication Onstage, In Person & Over The Phone

by Michelle Villalobos on Aug 14, 2011

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