Communication Archives - Page 3 of 6 - Motivational Speeches and books by Snowden McFall

Stress Tip: Ask for What You Want

At Work, At Home, Made Your Needs Clear

So many times, we get upset because someone did not do what we wanted how we wanted it, and we did not get our needs met. The easiest way to overcome this is to be crystal clear about what you want and ask for it. Most people are grateful to have clarity and to know how to help and support you. They want to participate in your life but may not know how.

I have found at home that my wonderful husband cannot read my mind. So I ask, “The garbage is really smelly- could you please take it out now?” He responds very well to requests. (Rather than complaints- most of us are like that.)

When you are swamped at work, at the end of your rope and so stressed, you are snapping at others, ask for help. Try a request like ” This week is going to be difficult for me because I am overwhelmed with the new regulations. Could you please help me by following up on the___ project? I don’t want to slow down our progress. Thanks so much for your assistance with this.” Others will be happy to help when you clue them in.

A Good Customer Service Story

All it Takes is Kindness and Attention

A few weeks ago, between appointments, I ran into Dillards to return something and stopped by the Estee Lauder counter. Surprisingly, I had a delightful time. Karen greeted me warmly, inquired as to my needs and then went a step further. She got to know me. She observed I had bought some new suits, and I explained I was a professional speaker. We had a great conversation about stress, and she said, “Let me check your previous sales slip.” Seems I was entitled to a 10% discount that had not been taken by the other salesperson. She voided out everything, reentered it and saved me over $20 on a variety of purchases. She took my name and contact info for future sales, and gave me a card. It was a wonderful experience. She demonstrated a personal interest, valued me, made my shopping more positive and memorable. That’s what I call customer service. How are you doing that for your customers?

What to Write About In Social Media

Educate, Entertain, Add Value

People just starting in social media often ask me what they should post. Write about your expertise, what you know well and the latest trends in those areas. Share quotes, statistics, and stories. Always add value and be a source of information and help to those following you. Be a positive force. Share personally and vulnerably a bit, but don’t use social media as a sounding board when you’re upset. And don’t make trivial posts about what you ate for breakfast… unless it’s really interesting or you have a great recipe or restaurant to share. Realize that any posts on social media or the Internet may be out there forever, so never badmouth others, or put photos up on Facebook® that would embarrass you later. More employers are searching social media to learn about what their people do off-line. Be smart. Use the guideline of “How does this help, inform, educate or entertain others?” And be careful about the entertainment part!

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Sales Tip: Overcome Objections by Leading with Them

Take a Tip from PR Specialists

If you’ve ever watched a scandal unfold, you’ve seen how well or poorly it can be handled. Most PR professionals believe in breaking an imminent story first, so that they can control the message and lead with the truth. That’s good advice for sales as well.

If you know there is an obvious question or objection to your product or service,
after you have carefully listened to your prospects needs and concerns, control your message by overcoming any objections up front. Lead with them, show why they are not true and give real case studies that back up what you say. Be relaxed and confident about any objections, not defensive or reactive. That’s a position of strength and integrity, which positions you well versus your competition.

Take the time to truly study your competition, know your strengths and weaknesses and anticipate any possible objections. Overcome them with courage and data; it will serve you well.

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Give Your Clients Information the Way THEY Want It

Everyone Is Different: Pay Attention to Their Needs

Do you know how your clients prefer information? I recently learned that one of my important contacts really dislikes the phone, and prefers skype or face to face meetings. That was a big surprise to me. And a little challenging since she lives on the West Coast and I am on the East Coast.

Some clients are not auditory- you can tell them things over the phone but the data is lost. (Most people are not auditory- they are visual.) Visuals prefer the written word, whether by fax or email. Some don’t want attachments other than PDF files. Some folks want reports set up in a specific way, followed by a confirming phone call.

Ask your customers and key contacts how they would most like to receive information and then change your work habits to suit THEIR needs. A recent client said she rarely checks email, so that if I send her something important, I should call so she checks her email. That was very useful to know.

Find out what works for your key clients. It can often dramatically improve communication effectiveness and ensure a smooth working relationship.

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Smart Networking: Focus on Them

Ask Questions About Their Work & Interests

When you meet someone at a networking function, the temptation is to share all your latest new products and services. That’s the wrong move. What’s much more effective is to ask a series of questions that get them talking about themselves, such as:

1. How did you get into that line of work?

2. What do you like best about it?

3. What changes have you seen in your industry?

4. Please describe your ideal client…

5. What advice would you give to someone entering this field?

6. What do you see as upcoming trends in your industry?

These questions are suggested by my friend, author Bob Burg in his book Endless Referrals. If you spend your focus on the other person, learning as much as you can about them, referring them to others, introducing them to others, you are adding value first, and becoming much more memorable than any other people “selling” at those events.

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Are You Badmouthing Yourself?

Stop Judging and Criticizing Yourself

Stressed out Woman from Fired Up! and Stress Express

One of the most destructive habits so many of us have is judging ourselves when we make a mistake and badmouthing ourselves. It’s been said we have between 40,000 and 50,000 thoughts a day and that 75-85% of those thoughts are negative. Everyone has some kind of voice that tries to hold them back. Replace that voice with positive self-talk and take action anyway, no matter what the negative voice says. When you catch yourself berating yourself, say “Stop” or “Deflect” and replace it with a positive thought or statement about yourself. Recall past successes, times when you felt valued and appreciated, were effective at work. Focus on those good thoughts and drown out the old judgmental voices, whether yours or from your childhood. You can overcome anything and be as successful as you choose.

” To discover your potential, reject the negative programming
all of us are exposed to.”
Robert Schuller

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Don’t Sit on Your Anger- Let it Go

Keeping It In Can Be Very Unhealthy

Anger can make you ill. When small children have a temper tantrum, they get it all out and are fine half and hour later. Adults tend to not be so lucky. They site and fume and let the anger build until they explode, often at a loved one. This is clearly not the way to build healthy relationships.

Your body reacts in all sorts of ways when you get angry:
• your muscles tense up
• your heart rate increases (average heart rate of 80 climbs to 180 beats per minute)
• your blood pressure soars (120/80 quickly rises to 220 over 130)
• your blood sugar drops (dangerous for diabetics or hypoglycemics)

Prolonged stress and anger can lead to many health disorders: heart attacks and stroke, memory impairment, stomachaches, irritable bowel syndrome, etc. Don’t sit on your anger; defuse it.

Here are 3 ways to release it safely:
1. Write it all down and then tear up the paper into teeny pieces and flush it. Or burn it in a fireplace. This is very satisfying.

2. If you want to hit something, hit a punching bag at a gym or pound pillows. Stand with feet hip width apart and raise your hands over your head to really put the anger into the pillows.

3. Use empathy. Put yourself in the shoes of the other person and try to see from their viewpoint. Have compassion and use forgiveness to process through it. Forgiveness is always the best healing agent.

Ask yourself, what is the anger costing you? Usually, it isn’t worth it. Let it go. You’ll be healthier and happier.

©2012 Snowden McFall All Rights Reserved. 
No duplication or reprinting without permission and author reference

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Expect the Best of Others at Work and at Home

Are Looking for the Good or the Bad?

Remember the astonishing statistic that 88% of American workers NEVER receive thanks for the work they have done? Some managers expect the worst of their employees. They are constantly micromanaging them, looking for errors, hoping to catch them in a mistake. Resilient leaders understand pressure and are able to support their people, regardless of the stress they are under. This is one of the most destructive ways to lead. Daniel Pink’s book Drive cites studies that show employees want autonomy, competence (the ability to improve) and a sense of purpose to their work. State very clearly in writing what you expect of your people, review it with them so they understand. Show them the purpose and meaning behind their work. Support and empower them to do their jobs and expect them to succeed.

The same is true at home. Expect the best of your children; don’t be suspicious and fearful. Let them know you believe in them, and their abilities. Become their cheerleader in all areas. You’ll be astonished at the results.

 ©2012 Snowden McFall All Rights Reserved. No duplication 
or reprinting without permission and author reference

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Your Competition Could Get You More Business

Know Your Competitors and Partner with Them

As Thomas Friedman wrote, the world is flat, with increasingly expanding Internet markets worldwide. For a long time, some industries eschewed their competition and worse, bad-mouthed them. But in the world of present and future, collaborations and partnerships can go a long way towards success and profits.

Research your top 10 competitors extensively. Find our what makes your company unique and what they do that is unique. Get to know them and see where you can refer business to each other or provide value to each others’ clients. Have lunch with them or call them on the phone. Share industry knowledge. Collaboration through affinity or affiliate marketing is mushrooming; be part of the trend and do more for your customers in the process. Your competitor may just give you your next lead.

 ©2011 Snowden McFall All Rights Reserved. No duplication 
or reprinting without permission and author reference

To sign up for Snowden’s ezine newsletter on stress, happiness, marketing and motivation, go to: http://firedupnow.com/firedupemailregister.html