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How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
How to get what you want from every email you send - webinar slideshow
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How to get what you want from every email you send - webinar slideshow

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This slideshow accompanies the "How to get what you want from every email you send" webinar. …

This slideshow accompanies the "How to get what you want from every email you send" webinar.

The webinar shows how can you write or respond to e-mail in a way that ensures you are understood and that also helps to build ‘connection, rapport and deeper relationships.
What you learn will help you better collaborate, negotiate, consulting, manage, sell, provide customer service and genuinely ‘connect’ with others when using e-mail

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  • 1. How to Get What You What From Every Email You Send webinar Steuart Snooks CEO, Solutions for Success www.emailtiger.com.au
  • 2. How to Write Effective Email Communications Help! Where Should I Keep All This Email (and find it again quickly later)? Constant E-mail Interruptions & multi-tasking – is there a better way? Introduction to Email Overload and What You Can Do About it How to Get What You Want From Every Email You Send An Empty In-box: Is it possible (or even desirable)? Why you should NOT check email first thing in the morning! Email Mastery Webinar Series Solutions for Success 2013 www.emailtiger.com.au      
  • 3. How to Get What You What From Every E-mail You Send This webinar shows you how to; •understand the communication style of the person you’re communicating with •diagnose the language and key words in a message •identify the emotion and tone and of an e-mail •respond with genuine understanding, insight and persuasiveness •create agreement and overcome conflict •influence and persuade others to achieve the outcomes you desire •create stronger rapport, trust and responsiveness in your e-mail conversations
  • 4. The Challenge of Email Communications Research suggests 80% of business communication is now handled via email
  • 5. The Challenge of Email Communications Research suggests 80% of business communication is now handled via email Email has replaced face-to-face and phone conversations
  • 6. The Challenge of Email Communications Research suggests 80% of business communication is now handled via email Email has replaced face-to-face and phone conversations Email has no signals, clues or feedback such as eye contact, body language or voice tone
  • 7. What are your biggest frustrations when sending email? Type your answer in the chat box Solutions for Success 2013 www.emailtiger.com.au
  • 8. How to Get What You What From Every Email You Send All language and communication is an attempt to persuade or influence someone. There is no neutral language.
  • 9. How to Get What You What From Every Email You Send All language and communication is an attempt to persuade or influence someone. There is no neutral language. There is always a desired outcome – to be respected, understood, agreed with or just listened to
  • 10. All language and communication is an attempt to persuade or influence someone. There is no neutral language. There is always a desired outcome – to be respected, understood, agreed with or just listened to We use language to get what we want (if used well) or what we don’t want (if not used well) How to Get What You What From Every Email You Send
  • 11. 3 Keys Strategies How to Get What You What From Every Email You Send
  • 12. 3 Keys Strategies 1: Identify communication style How to Get What You What From Every Email You Send
  • 13. 3 Keys Strategies 1: Identify communication style 2: Identify tone of message How to Get What You What From Every Email You Send
  • 14. 3 Keys Strategies 1: Identify communication style 2: Identify tone of message 3: Identify offset words that break rapport & trust How to Get What You What From Every Email You Send
  • 15. 3 Keys Strategies 1: Identify communication style How to Get What You What From Every Email You Send
  • 16. The 4 Communciation Styles Visual Auditory Kinesthetic Digital Solutions for Success 2013 www.emailtiger.com.au
  • 17. The 4 Communciation Styles Visual Auditory Kinesthetic Digital • Process/organize through vision: what they ‘see’ • Speak at fast pace • Memorise by seeing pictures • Less distracted by noise Solutions for Success 2013 www.emailtiger.com.au
  • 18. The 4 Communciation Styles Visual Auditory Kinesthetic Digital • Process/organize through vision: what they ‘see’ • Speak at fast pace • Memorise by seeing pictures • Less distracted by noise • Process/organize through sound: what they ‘hear’ • Speak at more deliberate pace • Absorb information by listening • Very sensitive to sound Solutions for Success 2013 www.emailtiger.com.au
  • 19. The 4 Communciation Styles Visual Auditory Kinesthetic Digital • Process/organize through vision: what they ‘see’ • Speak at fast pace • Memorise by seeing pictures • Less distracted by noise • Process/organize through sound: what they ‘hear’ • Speak at more deliberate pace • Absorb information by listening • Very sensitive to sound • Process/organize through sense: what they ‘touch/taste/smell/feel’ • Speak at a deliberate pace • Memorise by experiental activity • Transform input into feelings and sensations Solutions for Success 2013 www.emailtiger.com.au
  • 20. The 4 Communciation Styles Visual Auditory Kinesthetic Digital • Process/organize through vision: what they ‘see’ • Speak at fast pace • Memorise by seeing pictures • Less distracted by noise • Process/organize through sound: what they ‘hear’ • Speak at more deliberate pace • Absorb information by listening • Very sensitive to sound • Process/organize through sense: what they ‘touch/taste/smell/feel’ • Speak at a deliberate pace • Memorise by experiental activity • Transform input into feelings and sensations • Process/organize through what makes sense in their head’ • Speak in a monotone • Process information in their head • Can lack emotion Solutions for Success 2013 www.emailtiger.com.au
  • 21. Solutions for Success 2013 www.emailtiger.com.au The Visual Communciator Visual word choices Visual phrases Clear View See Vision Show Appear Sight Picture Read Diagram Blind Horizon Illuminate Clarify Notice Highlight Glance Dim Imagine Look to the future Paint a picture Can you see my . . . ? See you later Let’s focus on the job A sight for sore eyes This is my vision Let me make to crystal clear Can you picture that? This will shed some light on the issue Outlook Vanish Disappear Scan Reveal Gaze Glimpse Sightsee Expose Faced Observed Enlighten Vivid Bright Visualise Blurred Fuzzy Hindsight Preview
  • 22. Solutions for Success 2013 www.emailtiger.com.au The Auditory Communciator Auditory word choices Auditory phrases Hear Tell Talk Speak Voice Sound Silence Announce Yell Roar Debate Discuss Conversation Translate Request Mention Gossip Shall we discuss Did you hear me Sounds good to me Hold your tongue Loud and clear In a manner of speaking Let’s talk this over Voice an opinion That resonates with me Listen to this Keep an ear open Phrase Divulge Earful Listen Undertones Recite Tune Noisy Rumour Outspoken Remark Echo Proclaim Harmonise Call Shout Resonate Auditory word choices Auditory phrases
  • 23. Solutions for Success 2013 www.emailtiger.com.au The Kinesthetic Communciator Kinesthetic word choices Kinesthetic phrases Feel Felt Grab Scrape Touch Hold Grasp Walk Stiff Soft Hard Smooth Strong Calm Handle Solid Pressure My gut feeling I grasp the idea now I’m not following you Get in touch with Start from scratch Come to grips with It’s a pain in the neck Hot headed I’m getting a handle on it I was touched I sensed that I had a feeling That’s a solid idea She’s cool, calm and collected Explore the possibilities Sharp Dry Thick Tremble Warm Exciting Stress Stretch Slip Strain Concrete Anxious Sensitive Hurt Clumsy Contact Bearable
  • 24. Solutions for Success 2013 www.emailtiger.com.au The Digital Communciator Digital word choices Digital phrases Feel Felt Grab Scrape Touch Hold Grasp Walk Stiff Soft Hard Smooth Strong Calm Handle Solid Pressure I’ll think about it It doesn’t make sense Let me consider your proposal Interpret the data Calculate the outcome I understand the problem Where’s the logic We need to factor in . . . Review the facts What’s the bottom line Do a complete study What are your thoughts? Going round in my head Sharp Dry Thick Tremble Warm Exciting Stress Stretch Slip Strain Concrete Anxious Sensitive Hurt Clumsy Contact Bearable
  • 25. What is your predominant communication style? Poll
  • 26. Building trust & rapport Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au One of the most important tools for generating trust and rapport in email conversations is ‘backtracking’ or ‘mirroring’.
  • 27. Building trust & rapport Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au One of the most important tools for generating trust and rapport in email conversations is ‘backtracking’ or ‘mirroring’. This is the process of identifying key words and language used by the sender and then using these in your response.
  • 28. Mirroring language to build rapport Visual Rapport Visual mis-match Jeff: “How does that proposal look to you?” Vera: “It looks great” Geoff: “From what I can see, that should work” Clare: “Looks like it to me too” Jeff: “How does that proposal look to you?” Vera: “I feel it’s okay” Geoff: “From what I can see, that should work” Clare: “It seems solid to me” Solutions for Success 2013 www.emailtiger.com.au
  • 29. Mirroring language to build rapport Auditory Rapport Auditory mis-match Jeff: “How does that proposal sound to you?” Vera: “It sounds great” Geoff: “That idea resonates with me” Clare: “I hear what you’re saying” Jeff: “How does that proposal sound to you?” Vera: “It feels about right” Geoff: “I’m not sure you’ve heard enough about it” Clare: “I saw the whole presentation” Solutions for Success 2013 www.emailtiger.com.au
  • 30. Mirroring language to build rapport Kinesthetic Rapport Kinesthetic mis-match Jeff: “How does that proposal feel to you?” Vera: “It is very solid” Geoff: “Are you sure you have a handle on it” Clare: “Yes, I have a good feel for it” Jeff: “How does that proposal feel to you?” Vera: “It looks fine” Geoff: “I’m not sure you’re in touch with recent events” Clare: “I can picture what’s been happening” Solutions for Success 2013 www.emailtiger.com.au
  • 31. Mirroring language to build rapport Digital Rapport Digital mis-match Jeff: “What do you think of the proposal” Vera: “I think it’s excellent” Geoff: “Are you sure you understand the scope of this project?” Clare: “I comprehend the details” Jeff: “What do you think of the proposal” Vera: “It sounds good” Geoff: “Are you sure you understand the scope of this project?” Clare: “Yes, I’ve got a good feel for it” Solutions for Success 2013 www.emailtiger.com.au
  • 32. Identifying key words & language John, It’s been very frustrating dealing with your customer service team and I’m not satisfied with the answers they been giving. I thought that your customer service would provide great support to the product I bought from you and that you would be there to help me when needed. Yours truly, Derek Killen Solutions for Success 2013 www.emailtiger.com.au
  • 33. John, It’s been very frustrating dealing with your customer service team and I’m not satisfied with the answers they been giving. I thought that your customer service would provide great support to the product I bought from you and that you would be there to help me when needed. Yours truly, Derek Killen Dear Derek, I appreciate you making contact about this and my apologies for the frustration you have felt. I can assure you that we are committed to support you with all the help you require. I will investigate the matter personally and make sure that our future responses meet your satisfaction. Thanks again for bringing this to my attention. John Smith Solutions for Success 2013 www.emailtiger.com.au Identifying key words & language
  • 34. 3 Keys Strategies 1: Identify communication style 2: Identify tone of message How to Get What You What From Every Email You Send
  • 35. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au
  • 36. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Affirmative
  • 37. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Affirmative Imperative
  • 38. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Affirmative Imperative Tentative
  • 39. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Affirmative Imperative Tentative Negative
  • 40. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Can, permit, decide, want, choose, desire, opportunity, commitment
  • 41. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Can, permit, decide, want, choose, desire, opportunity, commitment Must, need, should, ought, supposed, got to, have to, it’s time, necessary
  • 42. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Can, permit, decide, want, choose, desire, opportunity, commitment Must, need, should, ought, supposed, got to, have to, it’s time, necessary Maybe, probably, deserve, wish, may, might, could, prefer, had better
  • 43. The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2013 www.emailtiger.com.au Can, permit, decide, want, choose, desire, opportunity, commitment Must, need, should, ought, supposed, got to, have to, it’s time, necessary Maybe, probably, deserve, wish, may, might, could, prefer, had better Can’t, doesn’t, won’t, impossible, unable, problem, no intention, choose not to
  • 44. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone When tone is affirmative or positive, that’s great.
  • 45. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone When tone is affirmative or positive, that’s great. When tone is imperative, negative or tentative, use invitational phrases to ‘open up’ the communication.
  • 46. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone When tone is affirmative or positive, that’s great. When tone is imperative, negative or tentative, use invitational phrases to ‘open up’ the communication. Invitational phrases allow your message to be received without pressure and gives people the feeling of having a choice.
  • 47. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . .
  • 48. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . .
  • 49. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . . What if we were to . . .
  • 50. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . . What if we were to . . . Would it be a good idea to . . .
  • 51. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . . What if we were to . . . Would it be a good idea to . . . Is it possible to . . .
  • 52. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . . What if we were to . . . Would it be a good idea to . . . Is it possible to . . . How about we . . .
  • 53. Solutions for Success 2013 www.emailtiger.com.au Using Invitation Phrases Helps to change tone I invite you to consider . . . Can I suggest that . . . What if we were to . . . Would it be a good idea to . . . Is it possible to . . . How about we . . . If you could choose . . .
  • 54. 3 Keys Strategies 1: Identify communication style 2: Identify tone of message 3: Identify offset words that break rapport & trust How to Get What You What From Every Email You Send
  • 55. Solutions for Success 2013 www.emailtiger.com.au “When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion” Dale Carnegie Creating agreement via Email
  • 56. When you have HIGH trust in a relationship or communication, what else tends to happen? Poll
  • 57. Solutions for Success 2013 www.emailtiger.com.au The Speed of Trust Stephen Covey Jnr TRUST COST SPEED • High • Low • High When trust is HIGH, communications are easy, fast, effective and cheap
  • 58. Solutions for Success 2013 www.emailtiger.com.au The Speed of Trust Stephen Covey Jnr When trust is LOW, communications are challenging, slow, ineffective and expensive
  • 59. Solutions for Success 2013 www.emailtiger.com.au Creating agreement via Email “Our conversations either create trust and rapport or destroy it”
  • 60. Solutions for Success 2013 www.emailtiger.com.au Creating agreement via Email “Our conversations either create trust and rapport or destroy it” “We can be right or we can be happy”
  • 61. Solutions for Success 2013 www.emailtiger.com.au Offset Words Words that break trust and rapport
  • 62. Solutions for Success 2013 www.emailtiger.com.au Offset Words Words that break trust and rapport But “Your hair looks nice but it’s really short now” “Thanks for filling in the application but . . . ”
  • 63. Solutions for Success 2013 www.emailtiger.com.au Offset Words Words that break trust and rapport But “Your hair looks nice but it’s really short now” “Thanks for filling in the application but . . . ” However “This is a great opportunity, however your service is new and unproven” “I’d love to come along to your meeting, however . . . ”
  • 64. Solutions for Success 2013 www.emailtiger.com.au How to have your views understood A simple word that makes all the difference “Tact is the art of making a point without making an enemy”
  • 65. Solutions for Success 2013 www.emailtiger.com.au How to have your views understood A simple word that makes all the difference And •Allows validity to both points of view
  • 66. Solutions for Success 2013 www.emailtiger.com.au How to have your views understood A simple word that makes all the difference And •Allows validity to both points of view •Allows discussion rather than argument
  • 67. Solutions for Success 2013 www.emailtiger.com.au How to have your views understood A simple word that makes all the difference And •Allows validity to both points of view •Allows discussion rather than argument •Allows your view to be heard rather than resisted
  • 68. Solutions for Success 2013 www.emailtiger.com.au How to have your views understood A simple word that makes all the difference And •Allows validity to both points of view •Allows discussion rather than argument •Allows your view to be heard rather than resisted “Jenny, that report looks good and we require it by Friday” “Your proposal is great John and let’s add some more data” “Ben, your sales results are on track and we need further improvement next month”
  • 69. Solutions for Success 2013 www.emailtiger.com.au Summary 1: Identify communication style • respond appropriately, mirroring key words and language
  • 70. Solutions for Success 2013 www.emailtiger.com.au Summary 1: Identify communication style • respond appropriately, mirroring key words and language 2: Identify tone of message • respond using invitational phrases
  • 71. Solutions for Success 2013 www.emailtiger.com.au Summary 1: Identify communication style • respond appropriately, mirroring key words and language 2: Identify tone of message • respond using invitational phrases 3: Identify offset words that break rapport & trust • respond using ‘and’ to get your point of view across without resistance
  • 72. Ask me a question . . . Ask your question by typing in chat box OR Click the hand icon Solutions for Success 2013 www.emailtiger.com.au
  • 73. How to Write Effective Email Communications Help! Where Should I Keep All This Email (and find it again quickly later)? Constant E-mail Interruptions & multi-tasking – is there a better way? Introduction to Email Overload and What You Can Do About it How to Get What You Want From Every Email You Send An Empty In-box: Is it possible (or even desirable)? Why you should NOT check email first thing in the morning! Email Mastery Webinar Series Solutions for Success 2013 www.emailtiger.com.au       
  • 74. What can you do next? www.emailtiger.com.au Solutions for Success 2013 www.emailtiger.com.au
  • 75. What can you do next? www.emailtiger.com.au Solutions for Success 2013 www.emailtiger.com.au Conference presentations E-mail audits/surveys Consulting & advice Keynote speaking Research papers Workshops Blog posts Audio CDs Webinars Seminars Coaching E-books Articles Ideas Tips
  • 76. What can you do next? www.emailtiger.com.au Solutions for Success 2013 www.emailtiger.com.au
  • 77. What can you do next? www.emailtiger.com.au Solutions for Success 2013 www.emailtiger.com.au Conference presentations E-mail audits/surveys Consulting & advice Keynote speaking Research papers Workshops Blog posts Audio CDs Webinars Seminars Coaching E-books Articles Ideas Tips Steuart G. Snooks Email Strategist & Expert
  • 78. What can you do next? www.emailtiger.com.au Solutions for Success 2013 www.emailtiger.com.au Conference presentations E-mail audits/surveys Consulting & advice Keynote speaking Research papers Workshops Blog posts Audio CDs Webinars Seminars Coaching E-books Articles Ideas Tips Steuart G. Snooks Email Strategist & Expert
  • 79. What has been the single most valuable idea for you today? (or any other feedback) Type your answer in the chat box Solutions for Success 2013 www.emailtiger.com.au
  • 80. How to Get What You What From Every Email You Send webinar Steuart Snooks CEO, Solutions for Success www.emailtiger.com.au

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