The document provides guidance on speaking confidently. It discusses practicing speaking at increasing volumes to build confidence. It recommends techniques for confident delivery such as making eye contact, speaking clearly at an even pace, and varying emphasis and volume. It also emphasizes thinking from the listener's perspective, arranging thoughts well, and checking for understanding when improving the content of your message.

1. Speaking with Confidence Raymond Grogan On behalf of Goodwill Industries of the Southern Piedmont

2. Your Facilitator Goodwill Industries Raymond Grogan –Wachovia, VP and Senior Programs Manager Joined Wachovia in 1997 and has extensive knowledge and application of Vendor Management programs, Project Management Methodology, Risk Management and Business Processes Improvement. He earned his B.S. in Professional Aeronautics from Embry-Riddle Aeronautical University.

3. Introductions Seq. 1 Purpose: To give you first of several opportunities to practice speaking in large group at a volume that conveys confidence Goodwill Industries Instructions: Pair up into groups of 2 Take 1 minute to introduce yourself to your partner and learn two things: First and last name One thing your partner likes We’ll come back and you’ll introduce your partner to the rest of us at a volume level that conveys confidence. Adjusting the volume at which you speak shows confidence—before introducing your partner: Count 1 – 10 slowly, increasing your volume slightly with each number When done, the rest of us will tell you the volume we want you to use in your introductions Timing :08

4. Introductions Seq. 1, continued Question: How many of you were surprised by the volume others wanted you to speak? Question: How many of you felt your confidence rise as the volume went up? Goodwill Industries Key Point: Most of us find that shifting volume up or down helps build confidence. Let’s go on…

5. Purpose of Today’s Session Seq. 2 How many of you think everyone else looked more confident than you? We always think everyone else is more confident about speaking than we are… Movie stars TV News Anchors Executives Truth is most people are nervous speaking in front of groups; we just don’t notice because of techniques they use to help them look confident Goodwill Industries Our purpose today: To learn and practice techniques that will help you speak confidently and accomplish the results you are seeking

6. What We’ll Cover Seq. 3 Delivering your message with confidence P 3 (Practice, Practice, Practice) Improving the content of your message A chance to apply all the skills to combine good delivery with good content Goodwill Industries

7. Video: Tips for Showing Confidence Seq. 4 Purpose: To provide you with basic tips for controlling nervousness and showing confidence Video: AJ and His Co-workers Setting: Copy Center / Mailroom at large company Characters: AJ – Operator, nervous about making a team presentation Myra – The boss Michael – Peer giving advice to AJ As we watch the video, turn to pg 1 of your workbook and pay attention to: AJ’s feelings about speaking Michael’s advice How AJ improved during the speech Goodwill Industries

8. Stop and Discuss Seq. 4, continued How did AJ feel before he gave his speech? What advice did Michael give AJ that helped him? How did AJ improve during the speech? Goodwill Industries Key point: You can get better with every attempt!

9. Let Your Confidence Show Seq. 5 Purpose: Summarize the delivery tips Michael gave AJ in previous video Goodwill Industries Make eye contact with your listeners Speak strongly and clearly, using an even pace Vary emphasis and volume to stress key points

10. Let Your Confidence Show Seq. 5 continued Follow along as I demonstrate how these techniques can work for you: “ Grant me the serenity to accept the things I cannot change, courage to change the things I can and the wisdom to know the difference.” Goodwill Industries What did you see and hear? What was the overall effect?

11. Let Your Confidence Show Seq. 5 continued Key point: Practice is probably the most important factor in being able to do these techniques. Let’s give it a try… Goodwill Industries Make eye contact with your listeners Speak strongly and clearly, using an even pace Vary emphasis and volume to stress key points

12. Small Group Practice Seq. 6 Purpose: Give you the opportunity to practice making a short speech in a very low-risk environment Practice using your voice effectively and making eye contact 30 – second speech in front of a small group Refer to pp 2 - 3 in the workbook as we go through the instructions for part 1 of this exercise Goodwill Industries Instructions—Part 1: Individual Preparation (:02) Decide on a practice passage (choose one from workbook or a personal story) Nursery rhyme, poem, lyrics to a song, passage from a famous speech, etc. Decide how you’ll present your selection Feel free to refer to the workbook while you speak, but pick a place where you can stop, look up and make contact Remember, the purpose of this exercise is to practice use of voice and eye contact

13. Small Group Practice Seq. 6 continued Refer to pg 4 ( Letting your Confidence Show ) in the workbook as we go through the instructions for part 2 of this exercise Goodwill Industries Instructions—Part 2: Small Group Presentation (:10) Pair up into groups of 4 or 5 Your role as the speaker will be to: First, choose an observer from the group ( use a different observer for each speaker ) Give the observer your workbook turned to pg 4 “ Letting your Confidence Show ” Please stand as you give your presentation Take no more than 1 – 2 minutes Your role as the observer will be to: Use speaker’s “Let your Confidence Show” checklist for feedback When the speaker uses a particular technique, place a check in the small box next to that technique When the speaker is finished, return the form to the speaker Questions? If not, then lets get started… Timing :12

14. Small Group Practice Seq. 6 continued Letting Your Confidence Show Checklist Spoke at a volume that was easy to hear Used voice to emphasize points Spoke at an even pace Made eye-contact Said each word clearly Goodwill Industries Key Point: If you’re willing to practice these techniques, you’ll have greater chance of success and each success builds more confidence. Which of the techniques from the checklist / observation form had the most impact on your listeners?

15. Large Group Presentations Seq. 7 Purpose: Give you an opportunity to make your short speeches before the large group Best way to get practice in speaking is to push yourself to do things that are uncomfortable This is one of those opportunities… Goodwill Industries Instructions (:01) You will have 1 minute per person Please stand up and face the group Remember, as you speak: Make eye contact Speak clearly with even pace and vary volume and emphasis Who is willing to go first? Timing :07

16. Large Group Presentations Seq. 7 continued How many of you feel you have improved since the session began? Goodwill Industries Key point: Take every opportunity to consciously use the techniques in simple conversations. No one will know that you’re practicing. Make eye contact with your listeners Speak strongly and clearly, using an even pace Vary emphasis and volume to stress key points

17. Improving What You Say Seq. 8 Purpose: Present tips for improving the contents of a message Focus up to now has been on delivery of your message; however, if content is off, you won’t be successful Three tips for improving the content of your message: Think like your listener Arrange your thoughts Keep checking with your listener We’ll now watch a video that will help you understand the importance of these tips Goodwill Industries

18. Video: Malcolm & Mrs. Singer Seq. 9 Purpose: To show the importance of using 3 tips for improving content Video: Malcolm and Mrs. Singer Setting: Copy Center / Mailroom at large company Turn to pg 7 of the workbook and follow along as we describe the characters: Malcolm – Interviewing for a job in the copy / mailroom Mrs. Singer – Supervisor conducting the interview After the video, you be asked to rate Malcolm’s use of the 3 tips for improving content Think like your listener Arrange your thoughts Keep checking with your listener Goodwill Industries

19. Stop and Discuss Seq. 9 continued On a scale of 1 (low) to 5 (high), rate Malcolm on his use of the following Thinking like his listeners? Arranging his thoughts? Checking with his listeners for understanding? What contributed to the low ratings? How would you rate Malcolm on confidence? What advice do you have for Malcolm next time he interviews? Key point: Before going for a job interview, think about what the interviewer will ask & practice the answers to speak confidently. Goodwill Industries

20. Different Perspectives Experiment Seq. 10 Purpose: Raise your awareness of the fact that listeners will have a different perspective based on their experience What do you see? Who is right? Goodwill Industries Timing :02

21. Different Perspectives Experiment Seq. 10 continued Everyone is right! Different point of view based on where you are physically Imagine you are the box when you speak Listeners will interpret what you say based on where they are mentally and emotionally, rather than physically As I speak, each of you is hearing and interpreting what I’m saying based on your personal experience What kinds of things affect a listener’s point of view? Goodwill Industries Key Point: Every listener is different because of different experiences—be mindful of those differences when you speak

22. TALK Steps Seq. 11 Purpose: Briefly introduce the four TALK steps in preparation for upcoming video Turn to pg. 8 of the workbook and follow along as we summarize everything that might help Malcolm… Goodwill Industries T hink about your listener’s point of view A rrange your thoughts L et your confidence show K eep checking for understanding

23. Let’s Take 10 Seq. 12 10 – minute break Come back on time—lots to cover… Goodwill Industries

24. Video: Gretchen & Mrs. Singer Seq. 13 Purpose: To show a positive view of following the TALK steps Video: Gretchen and Mrs. Singer Setting: Copy Center / Mailroom at large company Turn to pg 10 of the workbook and follow along as we describe the characters: Gretchen – Interviewing for a job in the copy / mailroom Mrs. Singer – Supervisor conducting the interview Refer to posted chart “TALK steps” Gretchen will be using the steps during her interview Note the letter of each step highlighted in the lower corner of the screen Goodwill Industries

25. Stop and Discuss Seq. 13 continued On a scale of 1 (low) to 5 (high), how would you rate Gretchen on the following? Thinking like her listeners? Arranging her thoughts? Checking with her listeners for understanding? What contributed to the high ratings? How would you rate Gretchen on confidence? Who is Mrs. Singer more likely to hire? Goodwill Industries Key point: Before going for a job interview, think about what the interviewer will ask and practice the answers to speak confidently.

26. Focusing What You Say Seq. 14 Purpose: Introduce two key questions to help you plan what you want to say and how to say it Goodwill Industries Questions to Focus What you Say What are you trying to accomplish? What’s important to the listener? Key Point: These two questions should always guide what you say.

27. Video: Problem in the Copy Center Seq. 15 Purpose: Start you thinking about how to create more effective messages Video: Problem in the Copy Center Setting: Copy Center / Mailroom at large company Turn to pg 11 of workbook & follow along: Janice & AJ – Operators in mailroom/copy center Janice & AJ are having problems getting copy center setup for the day because people begin dropping off work before opening Janice will talk with Myra (mgr) & then with Mr. Reed (customer) As you watch the video, think about the following questions What does Janice want to accomplish? What’s important to Myra? Goodwill Industries

28. Stop and Discuss Seq. 15 continued Half of you answer question 1; the other half, question 2: What does Janice want to accomplish? Customers stop yelling Get center ready for opening Myra understand and help solve her problem What’s important to Myra? Smooth-running center High rating on customer surveys Happy customers Bottom Line: Myra has things on her mind; Janice has others. Let’s see what we can do to help Janice talk to Myra Goodwill Industries

29. Card Sort Seq. 16 Purpose: Give you practice in focusing your thoughts to achieve more effective messages Recall from the video that Janice was planning to speak with Myra We identified what Janice wants to accomplish and what’s important to Myra Now we’re going to help Janice organize her thoughts in such a way that will make it easy for Myra to hear We’re going to work in small groups to give Janice some help Goodwill Industries Let’s get started!!!

30. Card Sort Seq. 16 continued First, let’s look at some guidelines on “ How to Arrange Your Thoughts ” Get your listener’s attention Start with your main point Add details to help your listener understand Recommend action Secondly, let’s look at this set of 8 cards—these contain some of the thoughts running through Janice’s head right now… Now, let’s turn to page 12 of the workbook and follow along as we discuss the instructions for the next activity Goodwill Industries

31. Card Sort Seq. 16 continued Goodwill Industries Instructions (:05) Divide into groups of 4 or 5; each group will receive one set of 8 cards Refer to “How to Arrange Your Thoughts” guidelines and review the cards Get your listener’s attention Start with your main point Add details to help your listener understand Recommend Action Discard 2 of the 8 cards that you consider to be least effective Number each card to show which guideline it corresponds to Using the masking tape provided, post each card on the wall/flip chart in the order you’ve decided is best Any questions? Then let’s get going… Timing :05

32. Card Sort Seq. 16 continued Who would like to volunteer as spokesperson and respond to the following for the group? Review the order that members agreed on Which cards did you decide not to use? Why? What did you learn from going through this process? Goodwill Industries Key Point: Because everyone is different, no matter how well you prepare, sometimes your message will not get through as intended. Let’s see what we can do to keep this from happening…

33. Checking for Understanding Seq. 17 Purpose: To emphasize the importance of checking for understanding To make sure your message gets across correctly, its important to check-in with your listener to make sure he/she understands Refer to the following TALK steps as we talk about the final step in the process, “ Keep checking for understanding ” Goodwill Industries T hink about your listener’s point of view A rrange your thoughts L et your confidence show K eep checking for understanding

34. Checking for Understanding Seq. 17 continued Question: How can you tell if you’re getting your message across? Question: How many of you have ever gotten a glazed-over look in response to something you’ve said? Question: How do people usually respond when you ask, “Do you understand?” Goodwill Industries Key Point: People are often reluctant to tell us they understand. Effective speakers know that it is important to check non-verbals, tone of voice, eyes, etc. to make sure your meeting your listeners needs. Don’t wait until you finish to find out!!

35. Applying the TALK Steps Seq. 18 Purpose: To give you practice in using the TALK steps for a situation of your own choosing Refer to the following TALK steps as we go through the instructions for giving a short, 1-minute presentation Goodwill Industries T hink about your listener’s point of view A rrange your thoughts L et your confidence show K eep checking for understanding

36. Applying the TALK Steps Seq. 18 continued Turn to pp 14 – 15 of the workbook and follow along as we go through instructions for Part 1, Individual Preparation Goodwill Industries Instructions—Part 1: Individual Preparation (:08) Select one of the ideas in your workbook or feel free to come up with one of your own An accomplishment you would like to describe in a future job interview A suggestion for an improvement in the way a task is done at work (either current or past job) A suggestion for an improvement in your organization, school, home or community Write down who the listener is and complete the rest of the steps I’ll give you paper for completing Step A, “ A rrange your thoughts” Get your listener’s attention (one piece of paper) Start with your main point (one piece of paper) Add details to help your listener understand (three to five pieces of paper) Recommend action (one piece of paper) Any questions? Let’s get started… Timing :22

37. Applying the TALK Steps Seq. 18 continued Refer to pp. 14 -15 of the workbook as we go through the following instructions for completing Part 2 Goodwill Industries Instructions—Part 2: Group Presentation (:08) Break into groups of 4 or 5 You will stand and give a 1 to 2 minute presentation to your group As each speaker finishes their presentation, get at least: One positive observation from one member of your group and One suggestion for improvement from the whole group Timing :22

38. Applying the TALK Steps Seq. 18 continued Question: What did you learn from this exercise? Question: What suggestions did you get? Goodwill Industries Key Point: No matter how well we think we are expressing our ideas, we can always get better…

39. TALK Summary Checklist Seq. 19 Purpose: Help you identify the techniques you want to focus on in the future by introducing the TALK Summary Checklist The checklist is a tool that summarizes all the techniques we’ve discussed today As a memory jogger, the checklist is valuable when preparing to deliver an important message by providing you: The TALK Steps Tips under each TALK step Turn to pg. 16 of your workbook as we go through the checklist Goodwill Industries

40. TALK Summary Checklist Seq. 19 continued T hink about your listener’s point of view What’s important to your listeners? How might your listener benefit? A rrange your thoughts Get your listener’s attention Start with your main points Add details to help your listener understand Recommend action L et your confidence show Make eye contact Speak strongly an clearly with even pace Vary your emphasis and volume to stress key points K eep Checking for understanding Pause to give listener time to think about what you’ve said Look for signs that your listener understands Ask questions to check for understanding Goodwill Industries

41. TALK Summary Checklist Seq. 19 continued Take 2 minutes and complete the TALK Summary Checklist checking off the things you would like to focus on in the future Goodwill Industries What are you going to focus on the next time you have something important to say? Key Point: Having decided what steps and techniques you want to focus on is one thing; the important part now is to keep practicing… Timing :02

42. Insight and Action Seq. 20 Purpose: Give you time to reflect on what you’ve learned and to commit aloud to taking action For the next 10 minutes, we’ll be doing two things: We’ll be thinking about one insight or idea you’ve gained from this session and Deciding upon a course of action you plan to take as a result Refer to pg 18 of your workbook and follow along as we talk about the instructions for this next exercise… Goodwill Industries

43. Insight and Action Seq. 20 continued Instructions—Part 1: Individual Preparation (:03) Using the chart in your workbook, respond to the following: Describe one insight or idea that you’ve gained from this session What action you do plan to take as a result? Instructions—Part 2: Stand up and Share (:05) To sum up today’s session, stand up and share one thing you’ve learned and one action you plan to take to speak more confidently Don’t forget to speak with confidence Start your action statements with the words, “ I will “ Goodwill Industries Timing :10

44. Session Summary Seq. 21 My turn to listen. First, help me understand what you’ve learned today as I record your responses to the following topics on the flip chart Delivering your message with confidence P 3 (Practice, Practice, Practice) Improving the content of your message A chance to apply all the skills to combine good delivery with good content Secondly, what are your thoughts about this presentation? How can we improve? Goodwill Industries