June 26, 2008
A great blog post on Active Listening
This blog post from MindTools.com on active listening is extremely pertinent, thoughtful and well written. So much so that I don't have anything to add. I recommend that you read it for yourself:
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This last Saturday, June 21, I finished reading "What is the What" by Dave Eggars. It is billed as a novel but is essentially a biography of Valentino Achak Deng, one of the "Lost Boys" of Sudan who fled a civil war in Sudan.
Thousands of boys died during their 1,000- mile walk to Ethiopia, most from starvation and dehydration, some from man-eating lions, and others from attack by the murahaleen; Sudanese government-armed Arab militias. The boys live for a time in relative peace in a refugee camp - Pinyudo.
Then, Valentino and all refugees at Pinyudo are forced to leave Ethiopia when that country's dictator, Mengistu Haile Mariam, is overthrown. They were run out of the country at gunpoint and forced to swim the Gilo River where two thousand lives were claimed by shooting, drowning or crocodiles.
They ended up in a huge refugee camp - Kakuma in Kenya. Eventually, Valentino made it to the United States where he met Dave Eggars, a Bay Area writer who agreed to write his story. Valentino has created a foundation and uses his web site to tell the story of his efforts to rebuild his village (Marial Bai) in Sudan.
The setting: In the vast camp of Kakuma which houses 72,000 refugees from all over Africa, Valentino has achieved a position of leadership. He's been a model student in the camp's schools gaining an education he never would have had in his village in Sudan. He's participated in the camp's drama program and even performed plays in the other-worldly, bustling metropolis of Nairobi. He's gained the lofty status of coordinator for the Youth and Culture Program, a paying job with an office, unheard of for a Sudanese boy without any family.
More on Public Speaking enhances leadership of famous African refugee, Valentino Achak Deng
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“Stump the Chump” refers to an audience member who may be disruptive or hostile; often expressed through repeated questioning meant to challenge a speaker’s authority and possibly steal the spotlight. Here are some tips on dealing with this demanding dynamic:
1) Keep a very warm, friendly "interface". This allows you to maintain control over your state of being and will keep the rest of the audience on your side.
2) Play the role of "helpful facilitator."
"I am just trying to be as helpful as I can be."
3) Let the person trying to stump you be "the expert".
"Wow, you really know a lot about this!"
4) Engage them with humor and have fun with them.
"Maybe you should be up here delivering this presentation."
"Let's check with Bob. He IS the expert, after all."
5) When the expert starts to take you down into the weeds, get the group to help you out.
"Gee, I'd love to talk more about this. At the same time, I want to make sure that others in the group get what they need from our time together. (To the group) Do we want to dive deeper into this topic right now?" Then the group can be the bad guy, saying no, while you remain the "helpful facilitator."
"Bob, I want to make sure that you get what you need. How about you and I can take this offline?"
6) Operate from the assumption that there is no conflict. My experience has been that conflict will not survive if not given oxygen. By assuming there is conflict, we tend to get into a debate-based mode of communication and thought. That tends to exacerbate the situation.
7) Seek out areas of agreement. Work with the group to outline key ways in which you all agree. “What can we all agree on?” Write down those areas of agreement. At minimum, you will gain a clearer understanding of where your perspectives diverge.
8 ) Let go of the need to be right. After all, do you want to be “right” or do you want to get what you want?
More on How to deal with the "Stump the Chump" dynamic in Public Speaking
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May 5, 2008
The First Sales Call
The first call is the hardest, especially if it’s a cold call. But cold or warm, remember the potential client’s time is valuable so be brief and be sure you’ve done your research.
1. Listen to the client. Don’t start with how thrilled they’ll be with your product or service.
2. Confirm what you heard by paraphrasing the client’s words. Make sure you understand what they’ve said before you try to move on.
3. Ask strategic questions. Find out what they want and how you can help them.
4. Summarize what you heard them say – their answers and ideas. Summarize either on the phone or with an email following the call. Use their words specifically. It sounds simple, but it works.
5. Suggest options: 1) Solutions to their business challenges; 2) Enhancements through opportunities for improvement in their company. Options you can help them with via your product or service.
6. Ask the client what they see as a logical next step. Ask and listen. Don’t push them into what you think they need and what you can offer them.
7. Find out when you can meet with them. Suggest a specific time: "How about next Tuesday after lunch?" Don’t be pushy, though; you can always call back. It’s better to be realistic and rely on the client’s statements or goals.
8. Don’t give up. Persistence pays off.
