Talk the Talk: Tips for Effective Communication - AIM Open House presentation


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Talk the Talk: Tips for Effective Communication by Jane Toohey AIMM, delivered at the Australian Institute of Management Open House in Brisbane on Wednesday 7 August 2013.

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Talk the Talk: Tips for Effective Communication - AIM Open House presentation

  1. 1. Talk the Talk: Tips for Effective Communication
  2. 2. Agenda  It’s more about listening  Firstly in order to clearly and efficiently communicate with others you must first understand who they are  Do your research  Understand the environments your target audience operate in  Communicating clearly  Speaking with confidence  Active listening (Ensure you listen (that means don’t talk) and repeat back what you heard)  Body language  Getting your message across so it can be heard  Knowing your platforms – multi-channel communications world.
  3. 3. Effective communication  It’s is all about LISTENING then speaking.  The business of living—our work, our actions, our relationships with friends, associates, and customers—is accomplished through speaking and listening.  It is through language, through those acts of speaking and listening, that life really happens—in the side rooms, the hallways, the relaxed spaces of being human.  Clear communication is how life is lived and business is done – possibility is created through a conversation.
  4. 4. The audience  Whether you are wanting to communicate with one or many  It’s still all a conversation  One way communication is telling, selling, yelling and there is little place for it in the new world of integrated media  A single message pushed out to an audience will no longer do the job – that’s not engagement
  5. 5. Understand who you are speaking to  To clearly and efficiently communicate with others you must first understand who they are  Do your research (whether an individual, a company or a target market)  What are their habits? (places, media, work)  What drives them?  Where do they hang out?  Where do they go online?  Build a profile
  6. 6. Your Customer / Client What is their profile What are their media habits Identify their needs and wants Social media user? General online habits What is their language What is their style / status
  7. 7. Our inner voice  We are essentially in conversations with ourselves most all the time— conversations about what’s going well and what’s not, what others think, what we think, how we feel, the invariable ‘what ifs’, how abouts, are you kiddings? etc. That voiceover, that running stream of thinking and history and rumination, is not necessarily bad—it’s just sometimes we’re so unaware. Consider:  Often you think your listening but your not – actually you’re listening to what you are thinking as a result of what ‘they’ are saying vs what they are actually saying.  As soon as they speak you start thinking about how it relates to you and what you should say next.
  8. 8. Be aware of your inner voice  Often we listen only through the filter of what’s in our heads, what we’ve already decided.  If you are aware of what that is you have the chance to change it.  Listening purely to what is being said takes practice and self awareness.  Listen in now to yours – What have you already decided about the person next to you? What are you thinking about being here?
  9. 9. Communicating clearly  Prepare  What are you trying to achieve in the conversation?  Be clear on your key messages  What do you want them to be left with?  What do you want them to remember?  Clear, non-jargon based language  Do not make assumptions on what they already know  Be efficient – don’t use 100 words when 10 will do  Be comfortable in the silence.
  10. 10. Active listening  So, back to the “listening” part.  Bottom line, how we listen is essentially determined by our concerns  Being successful, being liked, wanting to know what’s in it for us, how things will turn out. We can’t really listen to another when we’re preoccupied with our concerns. Listening without those predispositions, preoccupations, and filters has enormous power.  Active listening is creating a space for understanding.  Listening without filters is the staple of corporate success—in the new media, listening is probably the most important factor in the toolbox.  Active listening is what allows others to be heard — it’s where both the speaker and what is spoken come alive, exist, and flourish.  True listening allows others to be great and a new possibility to be seen.
  11. 11. Active listening Now  Listen to your inner voice  Be aware and let it go 3 mins each way  Actively listen to the person next you tell you why they came along today  What they are struggling with in communication or want to improve  That person say about 3 core points. 3 mins  Now speak back to them why  Tell them the main reason and what you heard  Observe only.
  12. 12. Speaking to be heard  Now to the “speaking” part.  Speaking is more than just talking, more than the exchange of symbols or information, more than persuasion or saying what we really think, more than just a vehicle for describing something.  Through speaking you are able to have people see a possibility in something, a new way of thinking or doing things, a different future.  In the act of speaking you can reshape the course of events through a conversation.  But you must speak in their language  so they can hear you.  Mimic their image and body language  so they feel comfortable  Be aware of your inner voice.
  13. 13. Speaking to be heard  Now explain to them something you have seen in the conversation we have had so far that can help them with one of the core reasons them came along today  What I heard was …. this is what I have seen….  Give each other some feedback also on how they listened to you.
  14. 14. Body language  Be aware of how you look to people, ask others how you look and how you occur.  Take this on: Interview 10 people across your life and practice listening!  Be prepared to adapt aspects of yourself that shock you.  Be aware of what emotions are going on for you and how they might show on your face (& on the phone, even in your written word).  Be aware of your how you stand or sit.  Handshakes, gestures, all have an impact.
  15. 15. Speaking with confidence  Having the confidence to speak up is all about preparation.  Be sure you know exactly what you want to say and the outcome you want.  Know the audience.  Believe in yourself, let go of the inner voice, be passionate.  Such clarity, about what you want to say, how it relates to others, and why people should believe in your message - drives and fuels PASSION in them .  Allow the silence in the conversation.  Leave them with a powerful reason to take action.  Check your arrogance monitor.  This is engagement.
  16. 16. Engagement  Engagement - don’t preach or sell.  A two way communication.  Speak into a listening, to do this …  First understand what they are listening for!  So know the brief, know the target market.  Creates trust. If you’re trying to engage someone, you really need to believe in yourself before what you say becomes believable.
  17. 17. Communicating cross platform  What about the one to many scenario?  People on average must see or hear a message 7 times to remember it.  It also needs to cut through the 1000s of messages we receive every day  So understand the media and the style you’re communicating in  Multiple platforms - now we have to understand how to adapt to each
  18. 18. Multiple Platforms and Channels  Print (magazines, newspapers)  Online magazines & blogs  Outdoor, billboards, cinema  TV: Free to air, PayTV, Digital, Internet TV  Radio: there are 100s of stations in Qld alone and now digital radio  Branded websites  Aggregate websites  YouTube  iPhone apps  Social media such as  Facebook  MySpace, Google Plus  Linkedin, Twitter
  19. 19. Print media  One to many communication  Advertising  Must be clear on the message  Single proposition  Unique positioning  The level of TRUST in advertising has dropped below 11%  Editorial is more trusted  The best PR’s can write in a style that suits the publication they are targeting by understanding the audience  Again it’s all about knowing the style, the language and the tone of the target audience.
  20. 20. Digital media  Websites, mobile apps, email, eNews  Responsive design across platforms, allow for how your audience wants to receive it – responds to them  Needs to be innovative, be edgy, be different  Highly targeted messaging  User generated content  Be relevant  Don’t over complicate.
  21. 21. Social media  50% of the population use Facebook, and 23% of them check it more than 5 times daily  10 million Aussies are on Twitter  4 million Aussies have a LinkedIn profile  5 million photos are loaded onto Instagram worldwide every hour  The power is in conversation, engagement and support  Know the channel intimately  Don’t be on it unless you do!
  22. 22. Facebook  Posts between 100 and 250 characters  Share photos / images, videos, links, valuable relevant content that can be shared, competitions  Not just about selling, but should be something that relates to your brand and to what the audience are interested in  Allows your brand to be more personable  Engage in a conversation  Create relationship  Better to have less fans who are engaged.
  23. 23. Twitter  Younger demographic, only 140 characters, use of hashtags  Ok to use abbreviations, ok to repeat tweets  Tweets don’t sell a product but they encourage brand followers to buy a product down the road  Great to create thought leadership, announce blogs  Great to get a message out to the journalists in your industry  Live tweeting at events, announcing sales  Customer service opportunity  56% of customers tweets to companies are being ignored yet it is a opportunity for great customer service!  50% of customers will give a brand 1 week to reply before they stop doing business.
  24. 24. Linkedin  Business orientated  Professional profiles  Company pages  Jobs and new roles  More formal and more about your business activity  Brands can advertise directly to highly targeted prospects  Sharing intelligent content - presentations, blogs and articles  Creates trust amongst those your linked with.
  25. 25. Check back in  So whether it’s one on one or one to many  Never assume people think how you think  Or hear what you hear  Ask them what they heard  Listen and check that it is what you intended  Remember they will have their own filters and internal conversations going on from the moment you walked through the door, sent the email, wrote the post or sent out the mailer  What conversation are you having with yourself now?