Notes

5 Ways To Become The GPS Your Audience Needs
Think back to how you used to travel from your own location to an unfamiliar distant address: calling you to definitely ask directions and jotting them down, taking along a cumbersome folding road map, and stopping when you got lost to ask how to get back to the main highway. That changed when the GPS (Global Positioning System) became available. Now travelers have access immediately to the very best route, updates on their progress, and helpful signposts on the way.

Switch now to the speaking situation. It's no exaggeration that your audience needs full-fledged GPS service from you. Listeners want you to clarify the destination and keep them informed about where you are. Here are five methods for you to minimize confusion and maximize clarity.

ONE: Start by announcing where you're headed.

That is the logical first entry into a GPS, and what your audience expects from you. Nothing complicated concerning this. To illustrate:

"Today we're focusing on becoming a leader in customer support. First, we'll identify the major complaints most consumers express about customer service. Next, we will think about the best-known customer service providers, including Starbucks, the Ritz-Carlton Hotel Company, Southwest Airlines, and Zappos. Third, we will have a discussion session, providing you an opportunity to share the 'best practices' your organization is using to attract customers and keep them satisfied."

Using only four sentences, we've alerted our listeners to what we will accomplish as a presenter. Also, we have set the stage for an interactive session.

TWO: Display attractive visuals

Few drivers would depend on a GPS that was only auditory. We just like the visuals that track our travel. The more sophisticated systems display the names of the streets at the intersections you're approaching, give the speed limit, and report your current speed.

While speaking, words alone are rarely sufficient. Keeping the topic of customer service, your PowerPoint program could show in-action slides of your employee of the month, who was selected by high appraisals from clients. Or show simulated photos of a disgruntled customer who found you with a complaint, accompanied by a posed shot of exactly the same customer smiling broadly after you had resolved her grievance. Or give everyone a Smiley Face button to wear, as a reminder of how they should greet each visitor.

THREE: Recalculate when you get off track

"Recalculating," the GPS voice says, whenever we have gone the beaten path. Quickly, we hear which turns to take to get back to the expressway.

Tactfully, we are able to help our audiences regain the intended direction after a detour. Assume that throughout your discussion of customer service, an audience member spent several minutes telling how his company dedicated weeks in focus group meetings to design a fresh logo. At some point, you'll respond graciously: "Marvin, thanks for letting us know very well what your group did about your logo change. Certainly every nonverbal symbol says something about us, and is essential. However, our topic today centers exclusively on direct face-to-face customer contact. Soon we shall schedule another session to hear ideas about logos, call centers, and direct mail. Now, back to our consideration of one-on-one customer encounters."

FOUR: Post Your Progress Frequently

You like to know the status of your trip. When you see on the GPS screen you have an hour and forty-five minutes left, you decide: "Can't wait until then for lunch, so we'll look for a place soon"-which, of course, your GPS will help you do.

read more love to stay informed as well. Use updates like these: "That completes our analysis of the Mary Kay customer support approach. Next, we'll observe how a famous restaurant chain keeps customers happy, even when six or seven folks are standing in every line with their stomachs growling."

FIVE: Tell them if you have arrived-then stop.

"You have arrived at your destination," your GPS announces. Then silence. Nothing else said. No, "Oh, and there a few other things you need to know now that you're here."

At the end of your speech, you have several options for letting your audience know you have finished. Possibly you'll summarize everything you have said. You might issue a challenge-what related to the information you provided. Yet whatever you do once you are done, take action with as few words as you possibly can. Really, your audience is leaving mentally anyway, so permit them the physical exit you promised.

All right, now you are ready to become the GPS for the next audience. Tell what your location is going, provide useful and attractive visual aids, bring listeners back again to the topic following a detour, keep them posted about your progress, and tell them once you have finished, and say no more. Your audience will enjoy the speaking journey, and can look forward to another one.

Bill Lampton, Ph.D., "Speech Coach for Champions," helps clients consult with "poise, passion, and power," so that they will generate "attention, agreement, and action." His top-tier client list includes Gillette, Duracell, Procter & Gamble, Willis Investment Counsel, Celebrity Cruises, Ritz-Carlton Cancun, British Columbia Legal Management Association, and National Pest Management Association. Visit his Internet site and join his newsletter, "Winning Words and Ways": http://tinyurl.com/otlcgz Call him: 678-316-4300 Sign up to his weekly podcast, "Speech Coaching Radio": http://tinyurl.com/4jype49
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