COMMUNICATE POWERFULLY(Onstage, Over The Phone & By Email)                               with                     Michelle...
Objective:To communicate so effectivelyand so compellingly that peoplesay “YES” to you - no matter     what you’re asking!...
“Any time youre persuading    someone to come around to your way ofthinking, thats selling. Any time youre trying toget so...
Premise 1:    We are ALLselling something.                     4
What do YOU sell?                    5
Prem ise 2:Mos  t people hate b eing SOLD TO                     6
B. BlindingF. FlashO. Of the Obvious                    7
Shift Context                What doI want           THEY                 want?                          8
Relationship       “Other”       RelevanceTrust                Why people            Like               BUY (or buy IN)   ...
1. Establish Your Objective                              10
1. Establish Your Objective                              11
Draft 1                                                             Plus                                                 H...
13
14
15
Objective:What is the SUCCESSFUL  OUTCOME you want?                         16
2.KnowYourTarget         17
18
19
20
21
Women         Ages 30 - 60            Affluent          ProfessionalInterested in Self-Improvement       Want to Have Fun ...
23
vs.      24
25
Questions To Ask•   What are this person’s NEEDS?•   What keeps them up at night?•   How do they measure SUCCESS?•   Who d...
Identify  Pain Points           27
28
3. Plan YourContent          29
Traditional Outline• Linear• Rigid• Not FunMindmap• Mimics how    we think•   Creative•   Easier                      30
31
32
Subtopic                Subtopic                 SubtopicSubtopic          Central Topic                           Subtopi...
Put it in order.    WHY              WHAT              HOW• Pain Points     • Strategy       • Details• Obstacles       • ...
4. Understand how people     think & decide                           35
36
Attention            37
Use popularreferencespeoplerecognizeand connectwith to get“BUY IN.”              38
Interact.            39
Incorporate activities & exercises...                                        40
41
Understanding                42
43
44
http://www.garlikov.com/Soc_Meth.html                                        45
Use analogies to illustrate   complex concepts.                              46
47
48
Get VISUAL             49
50
Emotion          51
“Communication is the transfer of emotion.”            – Seth Godin                           52
Right  vs. LeftBrain        53
54
“...If you focus on logic,       numbers, reasons and rationale when     you [speak], you’re putting half your       clien...
MirrorNeurons          56
5. 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/Hands...
Put AwayThe PDA!!            65
6.GetInTheRightMINDSET          66
Whether youthink you can orthink you can’t...  You’re right.    - Henry Ford                     67
68
69
70
71
7. 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 apa...
Verbal Filler• “Um”, “like”, “ah”, “you know”• Rambling (and... and... also)• Nervous chatter                             ...
onlyQualifiers             just& Hedges           you know                       really                 in my opinion     ...
“To Be” = Weak                                                         I lead  I am (was, will be...)    _______      ____...
effective action verbs...Achieve      Formulate   Manage        Promote       StructureAdvance      Fulfill     Marketed  ...
“feel”         78
“One way to         grow a list is to       partner with others      and offer a benefit in        return. I know a       ...
8. 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
86
flec              In     tion              Have you ever noticed?How some people talk like they’re asking a question?     ...
88
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•F...
Peoplecan “hear”how you feel.                94
95
96
theMULTI-TASKING    myth                97
98
“People who regularly            juggle several streams of      electronic information do not pay       attention, control...
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...
102
103
Let’s meet Tuesday at 2:00 pm.If that works for you please confirm.If not, please give me two timeseither Tuesday or Wedne...
Emotions Over Email                      105
Use detailed subjects:x   Important! Read Immediately!!x   Hola!x   Following-upx   The file you requested.    "Confirmed ...
Who REALLY needs a cc?                         107
Communicate Powerfully     In Meetings                         108
Undermining      Derailed   Rabbit Holes  No         How Do Meetings      All TalkAction         Go Wrong?   Self-        ...
110
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 Minut...
Capture & Follow Up Objectives        Decisions“Parking Lot”   Accountabilities                                   115
oogle me!                                  Or ju st Gwww.MichelleVillalobos.com         Copyright Michelle Villalobos, Miv...
Upcoming SlideShare
Loading in …5
×

Communicate Powerfully Onstage, In Person & Over The Phone - Michelle Villalobos Custom Presentation for Univision Executives

1,793 views

Published on

Michelle takes the audience through the essentials for getting people to say "yes" to you when you communicate - particularly when presenting, speaking in public, or selling.

Published in: Education, Business
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,793
On SlideShare
0
From Embeds
0
Number of Embeds
235
Actions
Shares
0
Downloads
115
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

Communicate Powerfully Onstage, In Person & Over The Phone - Michelle Villalobos Custom Presentation for Univision Executives

  1. 1. COMMUNICATE POWERFULLY(Onstage, Over The Phone & By Email) with Michelle Villalobos (vee - ya - low - bos ) 1
  2. 2. Objective:To communicate so effectivelyand so compellingly that peoplesay “YES” to you - no matter what you’re asking! 2
  3. 3. “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
  4. 4. Premise 1: We are ALLselling something. 4
  5. 5. What do YOU sell? 5
  6. 6. Prem ise 2:Mos t people hate b eing SOLD TO 6
  7. 7. B. BlindingF. FlashO. Of the Obvious 7
  8. 8. Shift Context What doI want THEY want? 8
  9. 9. Relationship “Other” RelevanceTrust Why people Like BUY (or buy IN) Self- Confidence Solution Interest 9
  10. 10. 1. Establish Your Objective 10
  11. 11. 1. Establish Your Objective 11
  12. 12. 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 12
  13. 13. 13
  14. 14. 14
  15. 15. 15
  16. 16. Objective:What is the SUCCESSFUL OUTCOME you want? 16
  17. 17. 2.KnowYourTarget 17
  18. 18. 18
  19. 19. 19
  20. 20. 20
  21. 21. 21
  22. 22. Women Ages 30 - 60 Affluent ProfessionalInterested in Self-Improvement Want to Have Fun 22
  23. 23. 23
  24. 24. vs. 24
  25. 25. 25
  26. 26. 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
  27. 27. Identify Pain Points 27
  28. 28. 28
  29. 29. 3. Plan YourContent 29
  30. 30. Traditional Outline• Linear• Rigid• Not FunMindmap• Mimics how we think• Creative• Easier 30
  31. 31. 31
  32. 32. 32
  33. 33. Subtopic Subtopic SubtopicSubtopic Central Topic Subtopic material material material material Subtopic Subtopic Subtopic material material 33
  34. 34. 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
  35. 35. 4. Understand how people think & decide 35
  36. 36. 36
  37. 37. Attention 37
  38. 38. Use popularreferencespeoplerecognizeand connectwith to get“BUY IN.” 38
  39. 39. Interact. 39
  40. 40. Incorporate activities & exercises... 40
  41. 41. 41
  42. 42. Understanding 42
  43. 43. 43
  44. 44. 44
  45. 45. http://www.garlikov.com/Soc_Meth.html 45
  46. 46. Use analogies to illustrate complex concepts. 46
  47. 47. 47
  48. 48. 48
  49. 49. Get VISUAL 49
  50. 50. 50
  51. 51. Emotion 51
  52. 52. “Communication is the transfer of emotion.” – Seth Godin 52
  53. 53. Right vs. LeftBrain 53
  54. 54. 54
  55. 55. “...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
  56. 56. MirrorNeurons 56
  57. 57. 5. Look Sharp 57
  58. 58. 2 Seconds = how long it takes for someone toform a first impression 58
  59. 59. First Impressions?• Salesperson• Annoying• Too eager• Pushy 59
  60. 60. First Impressions?• Powerful• Confident• Arrogant?• Knowledgeable 60
  61. 61. First Impressions?• Childish• Uncertain• Young• Demure 61
  62. 62. First Impressions?• Self-important• “Too busy for me”• Successful• Not friendly 62
  63. 63. First Impressions?• Friendly• Trustworthy• Engaged• Professional• Interested 63
  64. 64. Key Elements• Eye Contact• Expression• Attitude• Body Language• Clothes• Neatness• “Props”• Greeting/Handshake• FIT 64
  65. 65. Put AwayThe PDA!! 65
  66. 66. 6.GetInTheRightMINDSET 66
  67. 67. Whether youthink you can orthink you can’t... You’re right. - Henry Ford 67
  68. 68. 68
  69. 69. 69
  70. 70. 70
  71. 71. 71
  72. 72. 7. Watch Your Words 72
  73. 73. “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
  74. 74. Verbal Filler• “Um”, “like”, “ah”, “you know”• Rambling (and... and... also)• Nervous chatter 74
  75. 75. 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
  76. 76. “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
  77. 77. 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
  78. 78. “feel” 78
  79. 79. “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
  80. 80. 8. Hone Your Delivery 80
  81. 81. Be LOUD 81
  82. 82. Eye contact 82
  83. 83. Stance 83
  84. 84. PLANT to make points Hands out of POCKETS Avoid ROCKING 84
  85. 85. The Dramatic Pause 85
  86. 86. 86
  87. 87. 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
  88. 88. 88
  89. 89. Communicate Powerfully In Other Situations 89
  90. 90. Over The Phone 90
  91. 91. More difficult to connect without visual cues 91
  92. 92. New technology makes it easy (and inexpensive) to video conference 92
  93. 93. More important to:•Establish framework•Interact•Pause, check for understanding•Manage your energy level/attitude•Inflect•FOCUS 93
  94. 94. Peoplecan “hear”how you feel. 94
  95. 95. 95
  96. 96. 96
  97. 97. theMULTI-TASKING myth 97
  98. 98. 98
  99. 99. “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
  100. 100. By Email 100
  101. 101. 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
  102. 102. 102
  103. 103. 103
  104. 104. 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
  105. 105. Emotions Over Email 105
  106. 106. 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
  107. 107. Who REALLY needs a cc? 107
  108. 108. Communicate Powerfully In Meetings 108
  109. 109. Undermining Derailed Rabbit Holes No How Do Meetings All TalkAction Go Wrong? Self- Draining Too Long Interest 109
  110. 110. 110
  111. 111. A Plan 111
  112. 112. Someonein CHARGE 112
  113. 113. GroundRules, i.e.,• Time frame• “Parking lot”• Q & A process 113
  114. 114. Road MapPrepared by Jessica Kizorek and Michelle Villalobos August 2011 The Next 90 Minutes **Private & Confidential** © Kizorek, Inc. 2011 114
  115. 115. Capture & Follow Up Objectives Decisions“Parking Lot” Accountabilities 115
  116. 116. oogle me! Or ju st 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

×