The Virus. Say no more, right?
Our lives seem to have changed almost overnight. Places of work, learning, gathering and networking are all closed, on hold, or happening virtually.
Since so many of us will be conducting business, learning, and even attending industry events online, I thought it might be the responsible thing to ditch what I was going to write about this month and turn my attention to offering tips for virtual communications.
If you are working remotely, and leading or attending meetings online or via conference call, here are some quick-hit tips for you on being an effective communicator from a distance:
Audiences need more guidance than usual. One of the things we know about audiences is that it’s a passive role to be a listener. Audiences simply won’t work very hard to figure out what a speaker is saying or what the speaker wants them to know. Even in-person audiences need constant guidance – e.g. when you’re digressing to tell a story, or when you’re moving from one point or section to another, or what your key takeaway is – so you can imagine the need for remote audiences. It’s exponentially greater. Therefore, take your audiences by the hand and walk them through every step of your meeting or presentation so they can track and follow along.
Stand, don’t sit. If you’re on a conference call, stand up to speak. Your voice energy and projection will be stronger and more commanding than when you’re sitting (and possibly leaning back in your chair). You don’t want to be the person who sounds distant and low-energy. You also don’t want to be the person whose delivery is halting and distracted-sounding … because you’re reading an email that came in while you were talking. Stand up, look away from your screen, and project.
Keep it brief, and keep it moving. Holding attention, interest, and engagement in online meetings is more challenging than when your group is gathered together around a conference room table. (It would be great if this could mean goodbye-for-now to long, tedious, rambling meetings!) If you are a meeting leader – or an assertive meeting participant – help the group keep exchanges limited to important topics and robust discussions. It’s more than fair to ask that tangents and irrelevant questions be put on hold for another time.
While all of this presents a test to our ability to focus, be present, and be concise and on point, I want to offer kudos to all of you who are doing your best to work from home and maintain some momentum in your work lives. As we all find our way through these surreal times together, I have complete faith in everyone to do what’s needed. Nevertheless, I’m here if you need me; reach out and we can set up a Zoom session!
There’s nothing quite like a crisis to highlight the value of good corporate communications … or the scourge of bad, for that matter. This is your time, comms people. There isn’t an industry that won’t be affected by the reverberations of COVID-19, and so this is the time when everyone in a comms role can and should step up. The C-Suite cannot do this alone.
Sidenote: Is it opportunistic to be thinking about your role vis-à-vis the C-Suite right now? Sure it is, but it’s also necessary. Trust me, everybody wins this time – your company reputation, employee satisfaction/engagement/retention, shareholders, customers and other stakeholders all win when you pitch in to help shape the message and prepare the messenger at the highest level of the organization during a crisis!
So a few things to think about as you prepare to be one of the most trusted advisors to your C’s right now:
Be clear. I wish I could whisper this, but I have to say it out loud: Executives, for some reason, love to obfuscate, hedge, or paint a rosier than real picture. It must be because they want to hang on to the love, admiration and loyalty of their stakeholders. Don’t let them lean in to their best intentions – which, during a crisis, are their worst instincts. Be incredibly clear with your messaging; keep it simple and in plain English. No non-committal corporate-speak that sounds like gobbledygook. Bring recommendations for clear messaging to your C’s; it should come from you to them, not the other way around.
Be transparent. Along with creating clear messaging, it will fall to you to be the transparency police. I know legal will be at the table too, but hold your ground. During a crisis, it is imperative to be open and transparent with what the company knows, doesn’t know, and how it’s coping/managing. We live in an age of suspicion, when audiences can sniff out BS or a phony statement. You will need to be the enforcer and remind the executive suite that it’s okay not to know everything. To help in this effort, make sure your spokesperson is someone capable of credible transparency.
Be consistent. Be the voice of reason with respect to needing to be consistent with the company’s message, messenger, and cadence. Even though different audiences have different self-interests and a different level of need-to-know, be sure the messaging across audiences is consistent and that there are no unintended contradictions. The messenger should be consistent also, so choose a spokesperson who is reassuring and available. Finally, your recommendation re cadence – i.e. how many times a week you communicate with audiences – should be sustainable and based upon your industry, the needs of your audiences, and your medium for delivery.
Be trusted. Advocate for your spokesperson – CEO or other public face/voice – to be someone who either is trusted or can build trust. If the CEO is not the most empathetic or trustworthy figure, try some coaching for him/her or figure out a way to pitch him/her on the idea of someone else taking on that role and responsibility. Delicate work, I get it. You might want to arm yourself with some worst-case scenario examples of corporate executives and companies that lost the battle with trust. Trust during a crisis is everything.
Be ready. Encourage your exec team to have and communicate not only a Plan B, but a Plan C also. We don’t know what we don’t know, so it’s wise to be ready to move beyond just Plan B if necessary. For certain very discerning audiences with a need to know (e.g. employees, shareholders), it will be a confidence-builder to know that your company is thinking ahead and planning for even potentially unforeseen outcomes. Suggesting that the company have a Plan C demonstrates your value as a strategic advisor. And besides, it’s smart; we don’t yet know what’s in store for the next few months.
For those comms people who haven’t gotten a foot in the C-Suite door yet, this crisis could be your time. While the ROI of corporate communications may not be fully appreciated during times of peace and prosperity, there is a clear and undisputed ROI for good corporate communications during difficult times. ROI notwithstanding, this is your time because there is no time like right now.
When a colleague or friend asks you for feedback on a presentation, do you find yourself glossing over the truth? Do you offer actual constructive criticism, or do you hold back in favor of sparing the speaker’s feelings? Maybe you’re not sure exactly what to say or how to say it?
I think we’ve all been in this position at least once. It’s easy to give kudos when a speaker does a spectacular job, but more often than not, there’s something we saw or heard that could have been better. What we say and how we say it often depends on our relationship to the speaker – friend, colleague, or even boss.
Regardless of the relationship, below is a two-step approach to giving constructive feedback.
1. Decide who you are.
You might begin your feedback with either of these two options:
As your colleague/friend, I …
As an audience member, I …
Depending on what you want to tell them, you can be their colleague/friend, or you can distance yourself a little bit and talk about your observation or experience as an audience member.
As “colleague/friend,” you’re more likely to soft-pedal things a little and mix in what you liked with what you didn’t like so much. That’s perfectly okay as long as you’re truthful.
As “audience member,” you’re able to serve up the harder feedback from the more objective vantage point of being a general audience member versus speaking solely for yourself.
2. Make it specific.
Rather than “Well, that wasn’t your best, I’ve seen you deliver that presentation better” or “You were great up there, loved it,” think about feedback that drives toward specifics the speaker can use to improve their presentation. For example, consider these:
My mind started to drift right around …
I was hoping you would have …
I understood X, but wasn’t sure where Y fit in …
I loved the story you told, but I wasn’t sure what point it supported …
You really had me when you started talking about …
I noticed people nodding with you when you …
I was with you until …
The reality is that being a good speaker and presenter is a journey. Like with any good journey, speakers need guidance and company along the way. As the one giving the feedback, you don’t want to be insincere and offer flattery for a mediocre presentation, nor do you want to tell someone they completely blew it. Instead, share specifics the speaker can use to learn from, fix or enhance. At the end of the day, you were probably “with them until …” and even that alone would be helpful for the speaker to know!
Do any (or maybe all) of these goals sound familiar?
When I reflect on my SmartMouth years (15, to be exact, this month!), and all that I’ve learned from working with an incredibly diverse and absolutely fascinating client base, I would have to say the ultimate game-changer and live-saver for speakers coincidentally comes from the organ we can’t live without … our hearts.
The key to all of the above goals – being a better storyteller, being impactful, connecting, inspiring, and grabbing attention – is to use, and speak from, our hearts. Nothing engages an audience quite like passion. Genuine love, excitement, dedication, energy, and drive can win over audiences under any circumstance.
Consider a few common presentation situations:
Hostages. When people choose to be in the room for your presentation, you have a naturally more attentive audience. When people have not chosen to be in the room and are what I call hostages, it creates special challenges around grabbing and holding attention. Without question, though, a speaker who is passionate and energized about the topic will have a much better chance of grabbing and holding attention even when the audience is only mildly interested in the topic or, worse, not interested at all. With an impassioned delivery, a room of hostages will leave with a good impression of the speaker at the very least.
Presenting Up. Presenting to people who may be more knowledgeable or experienced than you can be daunting. Capturing their attention is hard. Wanting to impress them feels urgent. Yet they know more than you do. So how on earth are you supposed to hold their attention? Honestly, the best thing you can do is to open your heart, be vulnerable, transparent, and excited. Let your audience in, engage them with your eagerness for your work and where you are in it. It will be infectious.
Dry Material. Let’s face it, some presentations deal with material that is dry. Period. If you can share a story – an anecdote, example, or case study – it will do two things. First, it will illustrate the importance or usefulness of your dry material. Second, it will animate your voice and body, bringing out even the most latent passion. If you don’t have any stories to add color, then think about (and rehearse!) infusing your delivery with energy and physical animation, demonstrating a keen interest in or commitment to your topic, and/or telling the audience how genuinely pleased you are to be speaking with them and thank them graciously for their attention to the dry material.
When you make a presentation, you’re hoping to generate interest in your topic. Passion is simply a demonstration of your own interest in the topic. If you want others to be interested, I think it’s only fair that it begins with you. Don’t fake your passion, you don’t have to. Tap into it, it’s very likely close to the surface and accessible to you!
Dear Friends of SmartMouth,
Happy New Year, I hope this year and decade bring you lots of opportunities to shine … especially at the front of the room!
On our end, 2020 marks SmartMouth’s 15th year in business – hard to believe but also very satisfying. Our client list continues to grow, and our engagements continue to be rewarding. We’ve added several enhancements to our trainings over the past two years, all of which have been well received so far. Complementing our in-person coaching and training is our app
, as well as our online courses on OpenSesame
. On the publishing side, my regular columns in Forbes.com
join Jock Talk
in helping to expand the reach of the SmartMouth approach.
In an effort to maintain balance and quality, I plan to scale back the SmartMouth blog post and newsletter to once a month, rather than twice. Starting this month, you can look for a nugget of advice on communication skills and style on the third Thursday of the month. I hope you’ll continue to follow and read!
In gratitude for your loyalty and friendship.
All my best,