by Terry Gault

January 31: that's a good question

A phrase usually indicating that the speaker has absolutely no idea how to answer said question. Often used to stall for time.

Photography teacher walking in on students who should be at pep rally: What are you doing here?

Sreya: That's a good question!

-Urban Word of the Day

When participants in our presentation skills workshops, respond to an audience question with, “That’s a good question”, I cringe inwardly.

Why?

For several reasons:

1. It’s a value judgment about the quality of the question.  If the questioner didn’t think it was a good question, they would not have asked it.
2. It can easily be interpreted as the email from Urban Word of the Day states, as in: “I have no idea how to respond to that.”  That can damage your credibility.
3. If you say it to one person but not a second, the second may think, “What – her question was great but mine sucks?!?!  What’s that about?”

Two preferred options:

• Say nothing – take a pause.  This behavior says, “Your question is worth thinking about before I respond.”
• If you want to reward the questioner for asking the very question you WANTED asked, is to say, “Thank you for the question.” or “I am so glad you asked.”

Finally, I’ll share a funny story that I received via email from Jeff Wheeler, a Sales Engineer at one of our clients, Serena Software after a training where we talked about this very concept.

“About a dozen of us (Serena SEs) went to dinner yesterday evening at a McCormick and Schmicks.

When the waiter went around our table, he stopped at the gentleman to my left and asked what he’d like for dinner. This person really wasn’t sure what to order, but he finally settled on the Haddock.

The waiter then stopped by my side and asked what I’d like for dinner and I replied the Scallops with Spinach, to which the waiter replied “Good choice”, and moved on…

At this point, the gentleman to my left said, with an air of resignation, “He didn’t say good choice to me.”  From this point on, he was convinced his haddock would be terrible.

Andy Akbari and I laughed for probably a minute!  Moral of the story: NEVER say good _______ , unless you’ll say it to everyone!”

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Editor's Note:  This a guest post by Robert Graham of GrahamComm

We’ve all heard the song that begins, “Tis a gift to be simple…”, but it didn’t really hit me what a gift it is until two weeks ago. 

I was leading a presentation workshop with a sales team, and they were each giving talks about new products for 2010. They were all fairly good presenters, as they present to clients on a regular basis. 

The talks were only five minutes long, yet half of them were so complicated, I left not knowing what the message of each talk was. And the reason I didn’t know is because they lacked Simplicity.

If you embrace no other concept but this one in 2010 in your quest to present like a pro, make it be Simplicity.

Here are suggestions on how to deliver a message that is clear and succinct in every pitch, meeting or presentation you give:

• Question: What is your Main Message? What one thing would you like your audience to remember from your remarks? Is it the security of your site's shopping cart? The importance of refinancing your home in the next 15 days? The need for your group to be prompt to meetings? If it’s not clear to you, it won’t be to your audience either.
• Open with it: In your opening remarks, state your point of view for the audience so that they know where you stand and what they can expect from your talk. It need not be the first thing out of your mouth, but it should be clearly stated in the first minute or two.
• Repeat it: Throughout your talk, return to your Main Message periodically. Repetition is a great device in speaking.
• Leave out the details: If your audience is interested, they can ask questions to drill deeper into your content. Often, however, they just want a high level view of your topic, and then they want to go to their next meeting. Seriously consider removing 25% of your content and focus on clarity and simplicity.
• Symbolize your message: Use a symbol or visual to convey your message. Steve Jobs pulled a MacBook Air out of an envelope to show how thin it is. The message of his keynote was: “MacBook Air – The World’s Thinnest Notebook.”
• Simplify your slides: Consider, for once, having one word, phrase, number or image on a slide. That's it.
• Close with it: The last thing people hear is what they remember most. Don’t clutter your closing remarks with new information or unnecessary fluff. Close with your Main Message.

In the spirit of simplicity, I’m going to end here. Keep it Simple.

by Terry Gault

I often tell clients, “If you are not having fun, you are not doing it right.”

This certainly applies to presentation, sales, marketing, and to training.   To be completely candid with our readers, we benefit from working in a field that typically engenders low expectations.  Thousands of clients over the years have shared variations on the following: "Most training in our company is really boring."

So, when training is engaging and FUN, they are delighted.  The full message they convey is typically something like, "Most training in our company is really boring but THIS was completely different.  I was engaged the entire time."  Their tone reveals that they think complete engagement in a corporate training is a miracle that ranks right up there with levitation or invisibility.

Here is a success story about a company that proves that "ethics training" and "fun" can be used in the same sentence.

How to Make Corporate Training Rock article & Resonate Pictures video

I love the idea of using video and overall, I think this is a good effort.  As a former actor and director, I feel compelled to comment on a couple small niggles:

While the script and production values of the video are strong, I think “Kevin” goes a bit over the top in this video.

The video is a bit too long.  It needs to be edited to be crisper.

More Aggrevia Episodes >>

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Editor's Note:  This is a guest post by BrillianceInc 

‘Tis the season of giving and receiving.  Although gift-givers may have thoughtful intentions, it’s rare that we receive a gift that speaks to our heart — that leaves us feeling truly seen, understood, and appreciated.

With this Holiday Edition, we offer a way to end the year ceremoniously, with heart and meaning.

You may want to grab a notebook or blank sheet of paper (electronic or old-fashioned)

Step One: Catalog Accomplishments

Brainstorm your accomplishments for 2009. When brainstorming, consider multiple aspects of your life, including health, fun & recreation, professional, personal, financial, physical environment, personal development, family, and relationships. Include anything that feels significant.

For those who need a jump-start, here are some possibilities:

• Shielded your team from nasty politics
• Brought home a paycheck so your family could maintain a certain quality of life
• Completed ___ performance reviews
• Managed the health and daily care of one or more children
• Cared for ill or grieving parents
• Wrote holiday cards
• Remembered special occasions (anniversary, birthdays)
• Fit in work-out time
• Organized your electronic files, closet, office…
• Fed the dog

Step Two: Identify the Most Important Accomplishments

Reflect on which of these accomplishments feels the most meaningful. If they tend to all fall into the “work” category, check to see how you are defining accomplishment. Is your sense of success  defined by what others think or what you feel? Note which item(s) on the list garnered no meaningful praise, yet felt deserving of appreciation.

Step Three: Let Go

It’s likely that you may never receive sufficient, specific appreciation from your partner, team, parent, child, or dog. Notice whether you feel any resentment or remorse about this. Then take a deep breath and let the resentment go. If you find it hard to drop any “should” stories (i.e., “he should be more appreciative”) it might help to recall that others may be waiting for just the right praise from you. Forgive them and forgive yourself.

Now, take action to craft praise that lights up your heart.

Step Four: Express Appreciation to You

First, close your eyes and imagine a second version of yourself stepping outside your body and turning to face you. This second self holds no resentment or judgment. Now have this second self express deep gratitude for your actions. Take in the words and sentiments, letting them fill you up. Take a couple deep breaths. Repeat for any other significant accomplishments.

Step Five: Offer Appreciation to Others

Consider what wonderful things others have done that you may have taken for granted. Offer appreciation in a way that you think would mean the most to them (a card, a gift, a statement of praise). Tell them how it made a difference for you.

Our Deepest Thanks

The cataloging and appreciation exercise was inspired by our dear colleague, Rita Hovakimian, in her annual Strategic Visioning Workshop. To find out more visit  http://www.inspiringsuccess.net/

We thank you for your support, inspiration, and trust in this first full year of Brilliance Inc. We are blessed to have this work and hope to continue to offer solutions for a very long time as we grow into our mission to raise the level of compassion, skill, and effectiveness in every human interaction.

Happy Holidays from Denise and Heather! 

Gratitude is not only the greatest of virtues, but the parent of all others.

- Cicero

There are two ways to live life: One as if nothing is a miracle, the other as if everything is.

- Einstein

 photo credit: mysza831

Once a quarter The Henderson Group holds a "By Invitation Only" Complete Communicator workshop in San Francisco, led by our VP of Services, Terry Gault.  The next one is scheduled for March 11-12, 2010.

by Terry Gault

If your holiday social calendar includes group gatherings, you may find yourself confronted with an opportunity to say something to the group.

For example, on Thanksgiving, we have a family tradition of saying aloud what we’re thankful for.  More on that shortly.

If you want to be effective in communicating your thoughts here are 5 simple guidelines:

1. Speak from the heart.  Nothing is more important in public speaking than authenticity.  What’s important for you to communicate to beloved friends and family members?  This quote generally attributed to Carl W. Buechner captured this nicely: “They may forget what you said, but they will never forget how you made them feel.”
2. Distill your message down to one simple sentence – the “take-away” for the audience.  Make sure that everything you say supports that one sentence.  If it doesn’t, don’t say it.  It does not belong in your talk. 
3. Have a clear structure to your talk with a compelling opening, a central idea or theme, and a satisfying clear conclusion.  Again, all of these points need to support your simple “take-away” sentence.
4. Keep it short and simple.  Follow the advice of Franklin D. Roosevelt who said, “Be sincere.  Be brief.  Be seated.”

5. Have fun!  If you are not having fun, you are not doing it right.

Earlier I promised to come back to my Thanksgiving talk.  This is essentially what I said:

While I was out on my run this morning, I was thinking about Thanksgiving and the things I am thankful for. 

I reflected on the guests that would be joining us at our table today.  (It was my wife’s family – her parents and her brother and his wife.)

There is a saying that blood is thicker than water.  Which I think means that blood family is the most important kind.  I have a different view.

I think some of the most important members of our family are the ones we choose to take into our family.  And everyone at this table is here because someone made a choice to take them into their family.

And, of course, we don’t get to pick our blood relatives.  Those are not choices we get to make.  So, I think that the family we choose matters just as much or more than the family we are born into.

Here’s to the family we choose!

DeFinis Communications' Blog Carnival themed "Public Speaking and the Holidays" >>

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photo credit: basykes

Editor's Note:  This is a guest post by Jon Thomas of Presentation Advisors.

Audiences expect a lot from presenters nowadays. Nobody can "wing it" anymore and hope to get away with it.  When you begin creating your presentation, you must set aside time to make sure you know these three important aspects, as noted in the book Khrushchev's Shoe by Roy Underhill :

1. Your Subject
2. Yourself
3. Your Audience

If you've left out just one of these parts, your expectations may not match the reality.

Know Your Subject
It truly surprises me the amount of presenters that I've seen who don't have an in-depth grasp of what they're presenting.  Remember, presentations aren't just in the conference room, or on a stage, or in front of a class.  We're always presenting.  A car salesman must know everything about the cars he is selling.  If you're an entrepreneur pitching to a VC, you better know the ins-and-outs of your product/service.  You must be totally prepared to handle the unexpected. 

Know Yourself
What kind of presenter are you?  What are your strengths?  What are your weaknesses?  How many times to you have to fully rehearse before you have it down pat?  What could the audience do that may upset you or throw you off?  These, among MANY others, are questions you must ask yourself to prepare for a presentation.  When you take an honest look at yourself and your strengths and weaknesses, then you can prepare a presentation that leverages those strengths and avoids the weaknesses.  Maybe opening up with some jokes helps you ease your nerves.  Maybe stopping every so often for questions helps you from getting ahead of yourself.  Try to get honest feedback from friends and colleagues and present in front of a mirror or camera to find out what suits you best.  Of course, there's no better way to figure out your strengths and weaknesses than going out there and presenting live. 

Know Your Audience
I realize this one is less in your control than the others.  You may have no idea who is going to show up.  But maybe you can learn some general facts about your audience.  Maybe they're college students.  Maybe they're a senior management team.  You may not know them personally, but you can make some inferences that will help you gear your presentation towards their wants and needs.  Forgetting to familiarize yourself with your audience can lead your right into a firestorm.  If you're presenting to an organization, inquire with the host as to who may be attending.  If you're making a sales call, learn about your prospect, what their pain points might be, and what they're looking for from you. 

Preparation is key to any effective presentation.  Knowing your subject, yourself, and your audience will help guide you to a successful presentation.

About the Author:
Jon Thomas is the founder of Presentation Advisors, a presentation consulting and design firm located in Connecticut. Jon has worked with corporations, individuals, and non-profits all over the U.S to design visually engaging and effective presentations.

photo credit: lachlan

by Terry Gault

My wife, Robin, asked me, “What do you want to do for your 50th birthday?”  I figured, “Hey – this is my 50th.  It’s a milestone number.  I am going to go for it and ask for what I really want.”

“I want to drive a Tesla.”

I have been a fan essentially since the car was first announced.  I have read about it in Wired (which I read religiously), Business 2.0 (which I read religiously until it sadly folded), and Fortune magazine.  Robin drives a Prius.  I am committed to a smaller footprint … but I also LOVE fast cars.  My brother is a mechanic who specializes in muscle cars.  I once owned a cherry ’66 Ford Falcon Futura Sport Coupe with a 289 V-8.

Yeah, that’s me parked in the Marin Headlands in 1989.

So, this seemed like a dream car … all electric … zero emissions … 2 door roadster … suspension by Lotus … 0-60 in 3.7 seconds.  MY KIND OF CAR!!!

When we arrived for our scheduled test drive, Mike Falcone greeted me.  Mike looked to be in his early 30’s.  Very friendly, cool, formerly managed an Apple store.  When I revealed my history with muscle cars, when I told him my brother recently owned a 1969 Pontiac Firebird with a 400 V8, Mike revealed that he owned a 1969 Pontiac GTO with a 400 V8.  It was clear that we were kindred spirits.

He showed us the car, the battery pack, the “trunk” that was designed to hold a bag of golf clubs (and no more).  He spoke about the carbon fiber frame and body.  He showed us where they prepare cars for delivery and where they drop the electric motor into the frame and body assembled by Lotus.  It was fascinating to tour the manufacturing facility of a car manufacturer practically in our own back yard – Menlo Park …. Silicon Valley.  (Yeah, take THAT Detroit!)

But it was all prelude to a dream – the test drive itself.

Mike finally pulled the car out of the showroom and around the block to the parking lot where Robin and I could take it for a drive.  (Yes, unattended.)  He asked if I wanted to go along for the ride.  I said, "Sure."  When he pulled out onto El Camino Real to drive the car one block to the parking lot entrance, he floored it.

Do you know the feeling you get when you are on a roller coaster … you climb the hill, you can feel the gears ratcheting your car up the climb, then you pass over the  crest and the car begins to plummet straight down and every cell in your body is screaming, “You’re going to DIE!!!” and the only thing that makes you feel any better, that makes any sense at all is to scream your lungs out?  That’s what it felt like.

WHAT A RUSH!!!   I loved it!  I have never driven a car with such torque and immediate power.

Since it is electric and the motor can rev up to 14,000 RPM’s, there is ONLY one gear. (Now, that’s user friendly!)  It tops out at 125 miles per hour and will go 244 miles on a charge.  Unless the car is in park or neutral, the motor is engaged the whole time.  So, when you let off the gas the resistance from the wheels / motor slow down the car. That energy is recaptured and charges the battery, much like braking and coasting in the Prius recharges the battery.  The only time you need to hit the brakes is when you come to a complete, dead stop.  So, the brakes get very little wear and tear.

This is a great car for commuting … assuming you don’t need to schlep any gear, only one passenger.  Since the car has very little moving parts, it will last almost forever.  Maintenance?  Oh, yeah.  Don’t forget to fill the windshield washer fluid once in awhile.

Mike and the staff at Tesla were all terrific – friendly, well-informed, enthusiastic, helpful, no pressure.  They clearly understand the importance of good presentation.  They intuited that people would embrace an electric car IF it looked super sexy, was fun to drive, and was blisteringly fast.  They nailed it.

I am excited to drive their next car, the Model S, a 4 door sedan slated to arrive in 2011, priced at $50K.  Compare that to the total cost of ownership to a loaded Prius – about $30K.  This car will cost you much LESS over the total life of the car.

So, here’s 2 videos you may enjoy:

1.    First, my video of my test drive.

2.    Followed by a video of Jay Leno speaking with one of the backers and Product Architect of the Tesla, Elon Musk.  Musk was one of the co-founders of PayPal.  In September 2009, Musk’s SpaceX's Falcon 1 rocket became the first privately funded vehicle to put a satellite into Earth orbit.  This is a guy who dreams big dreams.

Enjoy the ride!

January 10, 2007: Apple CEO Steve Jobs was rolling out the iPhone at MacWorld. It was an event that, as he correctly predicted, would “reinvent the phone.” A third of the way through his keynote, however, his slides froze. He tried his clicker. He tried his other clicker. He went to his laptop. Nothing helped.

Most people, if rolling out a franchise product in front of thousands of people and something went wrong, would panic. But Jobs is a master. He casually said, “Guys, the slides are stuck.” Then he made a joke about “Somebody backstage is scrambling,” which everyone knew to mean, “Somebody is fired.”

Next, he launched into a story of a prank he and Apple Co-Founder Steve Wozniak used to pull in high school. They had invented a TV jammer and would wander the dorms of UC Berkeley with it in their pockets. They would go into dorm rooms where people were watching Star Trek. At the critical time in the episode, Woz would “jam” the signal and the TV would go to static. Someone would jump up in a panic and adjust the rabbit ears, and when they were in their most awkward position, standing on one leg leaning over the back of the TV, Woz would un-jam it, and Spock would return. The adjuster feared that if he moved, he'd lose the picture again, and would stand on one leg for the rest of the show.

By the time Jobs finished spinning the tale, the slides were fixed, and he seamlessly carried on with his now historic keynote.

What does a Steve Jobs keynote have to do with you and me? What he displayed in that crucial moment was calm. He was calm when by all rights he should have panicked.

There are many instances in professional and personal life where something goes wrong, and our instinct is to panic:

• Your projector freezes.
• You lose your place in the presentation and have no idea what to say.
• Someone asks a difficult or antagonizing question in a meeting, and all eyes are on you.
• You get an angry or emotional call from a client.
• Your wife asks you what you do all day at work.

Whatever happens, if you want to give an air of calm, poise and professionalism, you must be the duck. Picture a duck swimming across a pond; it glides across the water effortlessly. Under water, however, its feet are paddling like mad.

When presenting, your mind is like the duck’s feet. At any given point in a presentation, you are thinking about five or six different things (your content, the slides, your delivery, the person texting, the noise from the next room…). Inside, you feel that people can read your mind; they know how nervous you are and are judging you harshly.

But they can’t, and they don’t, and they aren’t. You remain calm. You pause to collect your thoughts. You make a self-deprecating joke that breaks the tension. You admit that you don’t know the answer to the question and promise to get back to the hostile questioner with the answer.

And you move on. If you’ve ever seen yourself present on video, then you know the difference between how you feel (horrible, nervous, panicky) and how you appear. Usually, you appear much calmer than you feel.

Be the duck. Don’t make a big deal of the situation. If you’ve lost your place, choose something to say; they have no idea what you were going to say. Refocus and move on, because perception is reality. What’s real for your audience is not the panic you feel, but the calm, poised professional they see in front of them.

An entertaining video of Steve Jobs making dozens of blunders over the years.

photo credit: Danny Novo and brendan.lally.

Once a quarter The Henderson Group holds a "By Invitation Only" Art of Presentation workshop in San Francisco, led by our VP of Services, Terry Gault.  The last of 2009 will be held Nov. 5-6, 2009. 

Using interactive methods, rather than lectured instruction, participants cultivate a personal style – a style that gains the audience's attention through confident composure and meaningful interaction. Through the Henderson Group's unique and proven feedback model, participants receive immediate feedback from instructors, peers and videotape, enabling them to rapidly learn, reflect and improve their presentation skills.

We will also be holding a Complete Communicator workshop on Dec. 14-15, 2009 in San Francisco. 

The Complete Communicator work combines the communication techniques of several mediums in an intense, highly individualized, skills development program. Leaders learn to communicate effectively one-on-one, in small groups, standing before large audiences, and over the phone and Internet.

Our work has to be experienced to truly understand its value.  We use these workshops as a way to introduce our work experientially to new prospective clients.  Learn more or reserve a seat >>