Some common remarks may be misinterpreted by more sensitive customers. To assure your customers that they're getting the finest service, use more sympathetic language. For example:
"When did you place your order?"
Answering a question with a question can appear defensive or rude. Phrase it more gently: "I'll be glad to help you. May I have the date of the order?"
"I'm sorry, we've been very busy".
This most common of excuses might rankle some customers, who may take it to mean that some other, "more important" business took priority over theirs. Avoid offering excuses and simply say: "I'm terribly sorry about the delay. Let's see what we can do for you."
"I'll try or "I’ll do my best."
These comments may sound insincere. They might be taken as warnings, by some customers, not to expect anything or that you’re going through the motions. Be frank with the customer. If you foresee problems, say what they are at the outset. Then tell the customer exactly how you are attempting to help them and what alternatives exist if you can't.
"Will there by anything else?"
This may signal impatience on your part. When it's time to bring the conversation to an end, try to close on a note of concern for the customer's needs: "If we've covered everything, I'll get going on your order."
Conquer those public speaking jitters
Even the bravest of souls is likely to tremble at the thought of delivering a speech. In fact, most mental health professionals agree that standing up before an audience is the most common social phobia.
The ability to speak effectively is a valuable skill, and in many cases it can enhance your professional development. Read on for some pointers on how to face the public speaking jitters like a pro.
Remember that nervousness is energy
You can channel it into a positive force by showing enthusiasm, intensifying your eye contact and using strong body language.
Try physical exercise
Just before you speak, concentrate on the parts of your body that feel the most tense. Deliberately tighten them as much as you can, then relax them completely. Make funny faces. Puff up your cheeks, then let the air escape. Or open your mouth and your eyes wide, and then close them tightly.
Use your imagination
Picture something soothing that brings back pleasant memories. Since water is calming, you might imagine that you're sailing or walking on the beach.
Use positive self-talk
Say to yourself, "I'm ready. I know what I'm talking about. This is a great opportunity to help my career." Above all, don't tell yourself (or anyone else) how nervous you are, as this can make matters worse.
Try a test run
Visualize yourself smoothly delivering the speech from start to finish. If you see yourself as confident and successful in the test run, it will help you to reenact that success during the real thing.
Of course, there's no substitute for careful preparation, so be sure you've done your homework. Also remember practice makes perfect. The more speaking engagements you accept, the more comfortable you'll become.
Hunting the Yebuts
I suggest adding "the hunting and slaying of 'Yebuts' to everybody's job description.
'Yebuts' - pronounced "Yeah-but" are monstrous little beasts that inhabit the meetings and conversations that take place in every company.
A 'Yebuts' purpose in life is to sap a team of its competitive strength by killing any new ideas or creative approaches just as soon as they are suggested. They do this by grabbing someone's tongue and making them say things like:
'Yebut' we tried that three years ago.
'Yebut' we've never done it like that before.
'Yebut' the brass will never go along with that.
'Yebut' the rest of the staff will never buy into that kind of idea.
'Yebut' they (this is the ubiquitous "they" who control the world) won't let us.
'Yebut' it might not work.
'Yebut' Volume 4, Chapter 98, Section 17, Part 2 of Paragraph 26 of our procedures manual/constitution says we should never do it that way.
Be aware that when they crawl onto the table during a meeting or swoop down into a corridor conversation, those 'Yebuts' sometimes don't look monstrous at all. Often, they adopt the appearance of a cute, cuddly perfectly acceptable or even helpful contribution to the discussion.
But, if 'Yebuts' are not recognized and stamped out right away, they usually succeed in their deadly, negative missions. The flow of ideas is soon destroyed.
If qualities like innovation, responsiveness, flexibility, decisiveness and speed are critical to your success, then 'Yebut' hunting is one important daily activity that everyone should undertake as their own. And beware, the bigger your organization the more 'Yebuts' you'll find.
Happy hunting!
Public Speaking Nerves
Most mental health professionals agree that standing up before an audience is the most common social phobia. However, the ability to speak effectively is a valuable skill, and in many cases it can enhance your professional development. Here are some pointers on how to face and overcome public speaking jitters:
Remember that nervousness is energy - you can channel it into a positive force by showing enthusiasm, intensifying your eye contact and using strong body language.
Try physical exercise - just before you speak, concentrate on the parts of your body that feel the most tense. Deliberately tighten them as much as you can, then relax completely. Make funny faces. Puff up your cheeks, then let air escape. Or open your mouth and your eyes wide, and then close them tightly.
Use your imagination - picture something soothing that brings back pleasant memories. Since water is calming, you might imagine that you’re sailing or walking on the beach.
Try a test run - visualize yourself smoothly delivering the speech from start to finish. If you see yourself as confident and successful in the test run, it will help you re-enact that success during the real thing.
Of course there is no substitute for careful preparation, so be sure you’ve done your homework, also remember practice makes perfect. The more speaking engagements you accept, the more comfortable you’ll become.
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