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Crucial Conversations In Social Media

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Conversation is a fundamental component of human behavior, it's part of our basic make-up, it makes us human. Even with this evolutionary fact staring us in the face many companies still don't ...

Conversation is a fundamental component of human behavior, it's part of our basic make-up, it makes us human. Even with this evolutionary fact staring us in the face many companies still don't understand how to engage in meaningful conversation with their customers and employees. This presentation will teach you how to overcome obstacles to conversation, participate in conversations about you and your market and move people to action.

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  • The way Mr. Kelsey Ruger has explained 'Conversation' is really very clear and helpful for digital marketer. Thank you for sharing this awesome presentation. :)
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Crucial Conversations In Social Media Presentation Transcript

  • 1. Crucial Conversations In Social Media The truth you should know about the art of conversation today Kelsey Ruger Got Social Media 2008 Friday, January 22, 2010
  • 2. I know you're out there. I can feel you now. I know that you're afraid... you're afraid of us. You're afraid of change. I don't know the future. I didn't come here to tell you how this is going to end. I came here to tell you how it's going to begin. I'm going to hang up this phone, and then I'm going to show these people what you don't want them to see. I'm going to show them a world without you. A world without rules and controls, without borders or boundaries. A world where anything is possible. Where we go from there is a choice I leave to you Neo - The Matrix Friday, January 22, 2010
  • 3. How Does The Matrix fit with Social Media? Friday, January 22, 2010
  • 4. The Matrix offers an excellent allegory for our highly COMMERCIALIZED, MEDIA DRIVEN society. Industrialization Standardization Depersonalization Today’s business world isn’t that different than the world of STRUCTURE and CONTROL created by the machines in the Matrix. Friday, January 22, 2010
  • 5. Social Media offers a great OPPORTUNITY for businesses to reconnect with people. if they realize that business today is not necessarily REPRESENTATIVE of REAL WORLD desires. Friday, January 22, 2010
  • 6. Markets are conversations. The Cluetrain Manifesto Friday, January 22, 2010
  • 7. e oes th What d on on versati word c rea lly mea n? Markets are conversations. The Cluetrain Manifesto e ’tw a ren ving W hy a t h ns? Wha o d a tio t ar go rsa e th nve bas e co con ics of vers atio How n? can w impro e ve ev eryda conve y rsatio n? Friday, January 22, 2010
  • 8. Your company can have Engaging Conversations with employees and clients Friday, January 22, 2010
  • 9. you must understand the FOUR ways communicating with MARKETS has CHANGED Friday, January 22, 2010
  • 10. MARKET IDEA No 1 Technology has given us power. The time of the the passive masses has passed. Friday, January 22, 2010
  • 11. MARKET IDEA No 2 We live in an attention economy. Lots of people are talking but not everyone is actively listening. Friday, January 22, 2010
  • 12. MARKET IDEA No 3 New ways of communicating inside and outside organizations don’t exactly mesh with the ‘corporate norm’ Friday, January 22, 2010
  • 13. MARKET IDEA No 4 We don’t want to be ‘talked at’ but rather ‘talked to’ Friday, January 22, 2010
  • 14. Why Conversation and Social Media? Friday, January 22, 2010
  • 15. Conversation is a FUNDAMENTAL part of being HUMAN. For centuries COMMERCE was largely based on conversation and the INTERACTION BETWEEN PEOPLE. Friday, January 22, 2010
  • 16. ‘‘ ‘‘ The human condition changes, yet never changes. The fears, hopes and desires of a Babylonian 5,000 years ago probably closely matches our own fears, hopes and desires. Friday, January 22, 2010
  • 17. Because companies have not evolved... commerce has been effectively divorced from people the on whom it depends Friday, January 22, 2010
  • 18. Social media tools don’t make the CONVERSATION they support it. By understanding how social media support the HUMAN DESIRE for CONVERSATION businesses can open up vibrant INTERACTIONS with INDIVIDUALS and COMMUNITIES. Friday, January 22, 2010
  • 19. The Matrix was about the struggle between man and machine but it parallels some of the struggles that are emerging between many businesses and consumers. Friday, January 22, 2010
  • 20. What is a Conversation? Friday, January 22, 2010
  • 21. What is a Crucial Conversation? Friday, January 22, 2010
  • 22. When a crucial conversation occurs you have THREE choices ... Friday, January 22, 2010
  • 23. avoid the conversation, and suffer the consequences. Friday, January 22, 2010
  • 24. handle the conversation poorly and suffer the consequences Friday, January 22, 2010
  • 25. discover how to communicate best when it matters most. Friday, January 22, 2010
  • 26. Why are Crucial Conversations so important? Friday, January 22, 2010
  • 27. We benefit from more ACCURATE and RELEVANT information Make BETTER CHOICES, and are more WILLING TO ACT on whatever decision they all make. Friday, January 22, 2010
  • 28. The nature of conversation and verbal exchange is surprisingly ENDURING even across culture and time... Friday, January 22, 2010
  • 29. Friday, January 22, 2010
  • 30. So are there real RIGHTS and WRONGS in conversation? Cicero thought so... Friday, January 22, 2010
  • 31. Cicero wrote the essay “On Duties” in 44BC. In it he set forth the following rules, which all could still apply today and even to the latest form of blogging “conversations”... 1. Speak clearly 2. Speak easily, but not too much, give others their turn 3. Do not interrupt 4. Be courteous 5. Deal seriously with serious matters, gracefully with lighter ones 6. Never criticize people behind their backs 7. Stick to subjects of general interests 8. Do not talk about yourself 9. Never lose your temper Friday, January 22, 2010
  • 32. Why Do We Suck At Crucial Conversations? Friday, January 22, 2010
  • 33. Do you work in a Command and Control Environment? Conversations are where INTELLECTUAL CAPITAL gets generated, but conversations flourish only in an atmosphere of FREE and OPEN exchange. Friday, January 22, 2010
  • 34. Does n dialo ope ur g tak re D oes yo prece denc e the dialo g ge e zat ion wa e ove Ar of organi ? deba te? r l s ine cross s? internal wars a en t a rtm d ep If you can't GET YOURSELF RIGHT you'll have a Do dem peopl and e hard time getting conversations right. inst resp ead of e ect resp arn ect ing ? e l eb op and Do p n pe nt eople Ca pare hout pract s wit ice ac an ? tive tr ful cified listen truth cru ing sk ills? g b ein Friday, January 22, 2010
  • 35. We live is a CULTURE OF CONFLICT where winning is everything. Friday, January 22, 2010
  • 36. Friday, January 22, 2010
  • 37. Most people when in an argument don't have a goal of LISTENING, instead we use every possible tactic to win. The ARGUMENT CULTURE urges us to approach the world and the people in it with an adversarial frame of mind. Friday, January 22, 2010
  • 38. Most people when in an argument don't have a goal of LISTENING, instead we use every possible tactic to win. The ARGUMENT CULTURE urges us to approach the world and the people in it with an adversarial frame of mind. http://www.youtube.com/watch?v=tLPuGuaZTx8 Friday, January 22, 2010
  • 39. The Forgotten Art of Dialog The key to successful conversation is being open and honest in expressing opinions, feelings, and theories, and having a willingness to share views even when the ideas in question are controversial or unpopular. Friday, January 22, 2010
  • 40. Critique and Criticism are not the same thing. critique in this sense is not a general term for analysis or critical review but rather a synonym for criticism. Friday, January 22, 2010
  • 41. 3 Practices to Start Your Conversations Friday, January 22, 2010
  • 42. PRACTICE 1: Get to know who you are talking to. Friday, January 22, 2010
  • 43. PRACTICE 2: Listening is more important than talking Friday, January 22, 2010
  • 44. PRACTICE 3: If you’re going to be talking - have something important to say. Friday, January 22, 2010
  • 45. There are SIX stories you need to master ... Friday, January 22, 2010
  • 46. I just met you Who Are You anyway? The first question people ask themselves the minute they realize you want to influence them is "who is this person". A story helps them see what you want them to see about you. If you demonstrate who you are, rather than tell me who you are, it is much more believable. A story lets you demonstrate who you are. “Why Am I” story - The Story Factor Friday, January 22, 2010
  • 47. What does this person Want From Me? Before you let someone know what's in it for them, they want to know what's in it for you. It's a big mistake to try to hide selfish goals. This type of story usually reveals enough for people to make a distinction between healthy ambition and dishonest exploitation. If your goals are selfish, people don't mind as long as you are up-front about it, there is something in it for them, and you frame your goals in a way that makes sense to them. “Why Are I Here” story - The Story Factor Friday, January 22, 2010
  • 48. OK, so What’s in it for Me? If your listeners are comfortable with who your are and why you are here, then they are ready to listen to what you think is in it for them. You have to take the time to find a story of your vision that that connects with people clearly. “Vision” story - The Story Factor Friday, January 22, 2010
  • 49. OK, so What Do You Stand For? Without a doubt the best way tell people your values in by demonstration. The second best way is by telling a story. Story lets you instill values in a want that keeps people thinking for themselves. “Values in Action” story - The Story Factor Friday, January 22, 2010
  • 50. How Did You Know What I Was Thinking? When you tell a story that makes people wonder if you are reading their minds, they love it. It isn’t hard to do. If you have done your homework on the group you wish to influence it’s easy to identify their objections. “I Know What You Are Thinking” story - The Story Friday, January 22, 2010
  • 51. What Are My Next Steps? 1. Listen, Look and Learn. 2. Start Having Real Conversations. Friday, January 22, 2010
  • 52. Kelsey Ruger http://www.themoleskin.com Friday, January 22, 2010