People Skills

Question:

I have been working from home as a computer programmer for over 15 years now, recently I accepted a job as a senior programmer, which will put me on location at client sites. I’m worried since I haven’t had to use face to face communication skills in a business setting in many years I might be rusty and out of place.  As a senior representative of my company, I believe these communication skills should be one of my strengths and not a weakness.  What are some things I can do or practice so that I’m more natural and professional during face-to-face communication?

Response:

Improving your interpersonal skills is something that cannot happen overnight.  The only way to improve is to practice and actually do it. Many of the skills may take time for you to adopt, however there are also some quick little techniques that can start to make things easier almost immediately.

               

      1) Stay professional. Remember no matter whom you’re talking to make sure you are at your best. The way you act reflects on your character. Learn to deal with situations in an appropriate way.

      2) Establish credibility. Be sincere, if you are truthful and upfront with people it will go a long way to gaining other’s respect and trust. 

      3) Understand others’ point of view. Remember to reflect on what others tell you, even if you disagree take the time to learn and understand where they are coming from.

      4) Learn about others. Take time talk with employees or clients.  Conversations do not need to be work related, rather simple conversations that help you learn about the person and build rapport.  

      5) Be confidant. Keep eye contact and your body relaxed. Be sure to speak clearly and at a moderate pace.

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or our Knowledge Centre on our global site at http://www.dalecarnegie.com/ or email me at paul.sinkevich@dalecarnegie.com.

Leading By Example

Question:

I’m the president of a small company with a very close-knit staff.  Since we are all very close, personal issues are more visible. My problem is that I become awkward when dealing with these types of issues. How can I handle these situations?

Advice:

Congratulations on having such a caring and close group of employees! Part of being a leader is how you handle delicate issues.  Try these following tactics to demonstrate your leadership skills:

1. Live in day tight compartments. Focus on what must get done. This is a necessary skill when faced with adversity. If you concentrate too much on what might happen, your energy will be directed towards all the different situations that could arise, instead on working on what needs to get done now.

Handle each situation as it presents itself.

2. Go a step beyond. Difficult situations can be the catalysts to great solutions. Use the opportunity to assist or come up with a new plan of action.

3. Remember priorities. Too often, when faced with overwhelming stress, we concentrate on the negative. Focus instead on the positive and an end to the situation. Concentrating on this can keep your goals in check and help in decision-making. You’re a role model to your employees.

Complex situations will present themselves from time to time. With a supportive environment in hand each one of those situations can be dealt with accordingly. Remember that being in a leadership position is more than just delegating – it’s in the management of difficult times that the real leader is visible.

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or mailto:paul.sinkevich@dalecarnegie.com

Public Speaking

Dale Carnegie Training®

Question:

I have recently been asked to give a speech on behalf of my department, but I have no experience speaking in front of large groups. People think that I can handle this because I am confident at our meetings, but that is because I am comfortable around my team.  How do I write a speech that people will be interested in and how do I calm my nerves and look professional while giving my speech?

Answer:

The thought of giving a speech can seem daunting, but I assure you it won’t be if you are prepared.  People do not expect you to be perfect, but they want a speech to be honest, easy to comprehend, and delivered clearly and concisely. Here are some tips to help you achieve this:

1.  Be simple. It is best to use a simple outline.  You’ll want an introduction, main points with supporting details and a conclusion.  Avoid complex language and try to keep it as simple as possible.

2. Add details.  By having a simple structure, you can bring in details to make your speech interesting.  Use variety when compiling information (e.g. personal anecdotes, newspaper, media quotes, statistical studies, examples, fun definitions).  If you want to add style, try repetition, word play or rhetorical questions.

3. Know your audience. Why are these people coming to hear you speak? What do they want or need from this speech?  Put yourself in their shoes.  Are they learning about this subject for the first time or peers who already understand the basics of the subject?  Think about these things and then write your speech accordingly.

4. Beating nervousness.  First of all, it is imperative that you know your audience. This will wipe out any fear of not knowing what to say. If you are over-prepared you will automatically be less nervous. Also, know what your opening line is to help take away the anxiety of getting started.  Lastly, practice, practice, practice!  If you have already given your speech several times, it won’t feel like the first time.

5. Body language. Be sure to stand tall, smile, and avoid lots of body movements. Too much motion can distract the audience.  Keep your hands and arms in an open position because you will look more confident. Finally, talk slowly and remember to breathe!

Michael Crom, Executive Vice President of Dale Carnegie Training®

If you have any business related questions or would like advice on other workplace issues, visit our web site at www.bc.dalecarnegie.com or mailto:paul.sinkevich@dalecarnegie.com

How to find the right person for the job

Question:

I’ve recently become an HR manager for a medium size department store.  I’ve had prior experience in the hiring process, but I’ve never have been in a position where my job depends on how well others perform. What can I do to make sure that I’m hiring the right people for the job?

Answer:

It’s impossible to be 100% sure you are always hiring the right person.  There a numerous different factors that can contribute the success or failure of a new employee.  However, here are a few things that can help you find the best applicant for the job.  

               

      1)     Provide accurate description. To attract people that are the best fit for the job you must first, let them know what the position requires and the expectations. When posting an ad make sure you state all that is necessary from an applicant.  By including specific requirements you can reduce the amount of unqualified candidates that apply.

      2)     Check resume. Try to review resumes all at once that way you can consciously give each equal consideration. Check for error and organization. Make sure that you have the necessary job requirements in front of you as you compare them to the resumes.

      3)     Interview. Chose an interview technique that will tell you more about the applicant. Consider one-on-one interviews as well as group or non-traditional interviews that may include spending some time on the job. Ask questions clearly and relevant to the job. Write down the candidate’s answers next to the questions for your records and always make sure you allow time for candidates to ask questions.

      4)     Analyze. Compare your notes of all the candidates and see which ones stand out. Before making a final decision check references.

      5)     Follow through. Let the applicants know when they’ll hear from you.

   

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or mailto:paul.sinkevich@dalecarnegie.com

How to Give Constructive Criticism

Question:

I’m a new manager that has never been good with confrontation.  I’ve never really had to give formal feedback of any kind to an employee or coworker.  What can I do to give constructive criticism?

Answer:

Giving constructive criticism is part of any job where you manage individuals.  It’s sometimes uncomfortable but in the end it will help you and your coworkers.  Here are a few ideas to keep in mind when giving constructive criticism.

1)       Get all the facts- Before you give constructive criticism know all the facts.  There might be something going on that is affecting the person’s performance.

2)       Prompt and private – Address the situation promptly and privately.  This can ensure that resentment does not grow into something bigger.

3)       Empathize then comment – Reveal your own similar mistakes and tell them what you want achieve.

4)       Check your intentions – Remember not to make it personal.  Your intention should always be to resolve a problem and improve work quality.

5)       Show the benefit of change – By showing the benefits, you provide evidence to show how the task will be easier or more beneficial to the company

6)       End on a friendly note - Make sure to end on a friendly note and agree on how to move forward.   

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or our Knowledge Centre on our global site at http://www.dalecarnegie.com/ or email me at paul.sinkevich@dalecarnegie.com.

Gain Credibility While Selling

Question:

I’ve been meeting my performance goals but I want to take my sales to the next level.  I want to make the big sale; I want prospective clients to invest in my ideas and products.  What can I do to go from meeting my goals to exceeding them?

Answer:

Great job meeting your sales targets, sales champions are always hungry for the next level.  It seems that you want people to trust you and trust their money in your ideas.  Before you gain trust, you have to be viewed as a credible person.  Here are a few ways that you can increase your credibility with your prospects during sales calls.

1)       Give general benefits – Cite general benefits your company provides that relate to the buyers needs, wants and issues.  Prepare and research the prospect before you communicate with them.  When you present the ideas it will show that you were interested in helping the prospect not just making money.

2)       Be specific - Give results of how past clients have benefited. Talk specifically about return on investment. Instead of saying that “This product improves efficiency”, say “Company XYZ started using this product last year, since then they have saved $500,000.”

3)       Suggest similar benefits – If a company is going through the same issues as previous companies, tell them.  Since you have already given general benefits and then given specific examples it is logical to tie them together.

4)       Don’t sell provide value- Focus on the buyer.  By knowing the wants, interests and needs of the prospective client, giving specific examples of results, and then connecting them together, you are appealing logically to a client.  Make the logical connection and prospect will know you are not just another sales person.

If you have any business related questions or would like advice on other workplace issues, visit our web site at www.bc.dalecarnegie.com or our Knowledge Centre on our global site at www.dalecarnegie.com or email me at paul.sinkevich@dalecarnegie.com.

Delivering a Technical Presentation

Question:

I work in the IT services industry. Recently, I’ve been asked to make presentations to introduce new products to the rest of our company.  I’ve been having trouble presenting the new products.  Many times the presentations end and I feel like the audience is more confused about the product than when they walked into the presentation.  What can I do to create an effective presentation for non-technical people?

Answer:

When you present does it feel like you might as well be speaking in a foreign language?  The technical language that you use is second nature, however the terms and phrases are probably very foreign to your audience.  Here are a few tips that will help you better reach your audience.

1)       Do your homework – Know your audience, and identify key points that you would like to make.  If it is a non-technical audience, tailor your speech for them using words and terms that they will understand.

2)       Boost your vocabulary – Pick up on key words the listeners have provided.  Use their language to better explain products and ideas.

3)       Talk in terms of the other person - You must talk in terms of the other person’s interest.  Make sure that you stress their benefit.

4)       Don’t memorize – Don’t try to memorize what you want to say.  Be spontaneous, creative and learn to improvise.  By freeing yourself you can focus on topics that your audience might not get immediately. 

5)       Review at the end – Make a brief summary at the end of the presentation.  Always give the benefit, “by using this product you will save money”.  Even if some of the information was lost in translation it will still leave the audience with a positive impression.

Michael Crom, Executive Vice President of Dale Carnegie Training®

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or our Knowledge Centre on our global site at http://www.dalecarnegie.com/ or email me at paul.sinkevich@dalecarnegie.com.