Notes

5 Ways To END UP BEING THE GPS Your Audience Needs
Think back again to how you used to visit from your location to an unfamiliar distant address: calling someone to ask directions and jotting them down, taking along a cumbersome folding road map, and stopping when you got lost to ask the way to get back to the main highway. That all changed once the GPS (Global Positioning System) became available. Now travelers have instant access to the 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 one to clarify the destination and keep them informed about what your location is. Here are five methods for you to minimize confusion and maximize clarity.

ONE: Begin by announcing where you're headed.

That's the logical first entry into a GPS, and what your audience expects from you. Nothing complicated relating to this. To illustrate:

"Today we're focusing on becoming a leader in customer service. 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 shall have a discussion session, providing you an opportunity to share the 'best practices' your company is using to attract customers and keep them satisfied."

Only using four sentences, we've alerted our listeners from what we will accomplish as a presenter. Also, we've set the stage for an interactive session.

TWO: Display attractive visuals

Few drivers would rely on a GPS that was only auditory. We 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 present speed.

While speaking, words alone are rarely sufficient. Sticking with the topic of customer support, your PowerPoint program could show in-action slides of one's employee of the month, who was simply selected by high appraisals from clients. Or show simulated photos of a disgruntled customer who came to you with a complaint, accompanied by a posed shot of exactly the same customer smiling broadly once 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 once you get off track

"Recalculating," the GPS voice says, when we have left 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 two or three minutes telling how his company dedicated weeks in focus group meetings to design a new logo. At some time, 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 important. However, our topic today centers exclusively on direct face-to-face customer contact. Soon we will schedule another session to listen to ideas about logos, call centers, and direct mail. Now, back again 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 that you have one hour and forty-five minutes left, you decide: "Can't wait until then for lunch, so we'll look for a place soon"-which, needless to say, your GPS will let you do.

Audiences love to stay informed as well. Use updates like these: "That completes our analysis of the Mary Kay customer service approach. Next, we'll observe how a famous restaurant chain keeps customers happy, even when six or seven folks are standing atlanta divorce attorneys line making use of their stomachs growling."

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

"You have attained your destination," your GPS announces. Then silence. Nothing else said. No, "Oh, and there several other things you have 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 will summarize what you have said. You may issue a challenge-what related to the info you provided. Yet whatever you do after 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 end up being the GPS for the next audience. Tell what your location is going, provide useful and attractive visual aids, bring listeners back to the topic after a detour, keep them posted about your progress, and inform them if you have finished, and say forget about. Your audience will enjoy the speaking journey, and will look forward to the next one.

Bill Lampton, Ph.D., "Speech Coach for Champions," helps clients speak with "poise, passion, and power," so 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 Web site and sign up for his newsletter, "Winning Words and Ways": http://tinyurl.com/otlcgz Call him: 678-316-4300 Subscribe to his weekly podcast, "Speech Coaching Radio": http://tinyurl.com/4jype49
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