Types of World English

US English US English is of course particularly influential, on account of America's dominance of cinema, television, popular music, trade, and technology, including the Internet. Many terms that enter an Oxford dictionary from the US quickly become established in British English: some examples from the last ten years or so are geek, nerd, school student, and 24/7. Many US equivalents for British terms are familiar: sidewalk for pavement, checkers for draughts, cookie for biscuit, and vest for waistcoat. Other differences are more subtle. Some words have a slightly different form, e.g. dollhouse (US)/doll's house (Brit.), math (US)/maths (Brit.), tidbit (US)/titbit (Brit.), while American constructions that are strange to British ears include I just ate, teach school, and a quarter of ten (rather than a quarter to ten). Canadian English Canadian English is subject to the conflicting influences of British and American English. In vocabulary there is a lot of US influence: Canadians use billboard, gas, truck, and wrench rather than hoarding, lorry, petrol, and spanner; but on the other hand they agree with the British in saying blinds, braces, porridge, and tap rather than shades, suspenders, oatmeal, and faucet. Australian and New Zealand English The vocabularies of Australian and New Zealand English are very similar. Both have been enriched by words and concepts from the hundreds of indigenous languages that pre-dated European settlers, only about fifty of which continue as first languages. The line between formal and informal usage is perhaps less sharply drawn in Australasian English than it is elsewhere: suffixes such as -o and -ie, giving us expressions such as arvo (afternoon), reffo (refugee), and barbie (barbecue), are freely attached to words even in more formal contexts. South African English Since 1994 South Africa has had eleven official languages: English, Afrikaans (descended from Dutch), Zulu, Xhosa, and other largely regional African languages. English is the first language of only about 10 per cent of the population, but the second language of many others. The English of native Afrikaners has inevitably influenced the 'standard' English of white South Africans, examples being such informal usages as the affirmative no, as in 'How are you? - No, I'm fine' and the all-purpose response is it?, as in 'She had a baby last week - is it?' Indian English The role of English within the complex multilingual society of India is far from

straightforward: together with Hindi it is used across the country, but it can also be a speaker's first, second, or third language, and its features may depend heavily on their ethnicity and caste. The grammar of Indian English has many distinguishing features, of which perhaps the best-known are the use of the present continuous tense, as in 'He is having very much of property', and the use of isn't it as a ubiquitous question tag: 'We are meeting tomorrow, isn"t it?' The first example rejects another characteristic of the language, which is to include intrusive articles such as in or of in idiomatic phrases. Verbs are also used differently, with speakers often dropping a preposition or object altogether: 'I insisted immediate payment', while double possessives - 'our these prices' (instead of the British English 'these prices of ours') - are commonplace. West Indian English Standard British English has traditionally been the linguistic model for the Commonwealth Caribbean, although recently the import of US television, radio, and tourism has made American English an equally powerful influence. The many varieties of Creole, influenced by West African languages, are also productive. A characteristic usage is that of the objective pronoun where British English would use the subjective or possessive, as in me can come an go as me please or he clear he throat. Jamaican Creole is the most widely known, and has spread beyond the region, especially to the UK, where it influences the speech of black Britons.

Indian English comprises several dialects or varieties of English spoken primarily in the Indian Subcontinent. These dialects evolved during and after the period when Britain exercised colonial rule over India. English is the one of the official languages of India, with about ninety million speakers, according to the 1991 Census of India, but fewer than a quarter of a million people call it their first language.[1] With the exception of some families who communicate primarily in English, as well as members of the relatively small Anglo-Indian community (numbering less than half a million), speakers of Indian English use it as a second or third language, after their indigenous Indian language(s), such as Hindi, Bengali, Kannada,Telugu,Marathi,Tamil,etc.[2] Several idiomatic forms, derived from Indian literary and vernacular language, also have made their way into Indian English. Despite this diversity, there is general homogeneity in syntax and vocabulary among the varieties of Indian English.

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1 Influences: British and American o 1.1 Influences from other languages 2 Idioms and popular words/phrases o 2.1 Medical terms o 2.2 Food o 2.3 Addressing others o 2.4 Interjections and casual references o 2.5 Divergent usage 3 Grammar o 3.1 Grammar quirks 4 Phonology o 4.1 Vowels o 4.2 Consonants o 4.3 Spelling pronunciation o 4.4 Supra-segmental features 5 See also 6 References 7 Bibliography 8 External links

[edit] Influences: British and American
The form of English that Indians and all the other people of the subcontinent are taught in schools is essentially British English. A socially-superior accent is deemed to be that of Received Pronunciation. However, even during the time of the British Raj, before the partition of Pakistan and Bangladesh, Indian English had established itself as an audibly distinct dialect of the language with its own quirks and specific phrases. Indian spellings typically follow British conventions. After gaining independence in 1947, Indian English took on a divergent evolution, and many phrases that other English speakers consider antiquated are still popular in India. The legacy of the East India Company and its practices still prevails in official correspondence in India. Official letters include phrases such as "please do the needful," and "you will be intimated shortly," which are directly lifted from East India Company correspondence from the seventeenth century. Because of the growing influence of American culture in recent decades, certain elements of American slang are now used by some Indians, especially younger ones. AmericanEnglish spellings are also widely prevalent in scientific and technical publications, while British-English spellings are used in other media.

B. as in Ready. as in "You're lying. BusU for Bus. your feeble attempt at one.to mean something got ruined. as in "The problem with your idea. was sorely lacking in cohesiveness. 'da'. .A.[edit] Influences from other languages • • • • • • • Tag questions: The use of "isn't it" as a generic question tag. Where do you stay? is the same as 'Where do you live?' or 'Where's your house?'.fail . what I feel is missing. the South replaces 'no' with the 'ah' sound. 'ra'.used as the opposite to the above Gone for a six . loosely.) Adding "U" to all english words e. I don't take meat/milk/whatever ." [edit] Idioms and popular words/phrases • • • • • • • • • • B." or "Your explanation. abey. mainly by people of native Hindi-speaking origin. (fail)' are similar. This is also used in Scottish and South African English Shift . Use of "baazi"/"baaji" or "-giri" for the same purpose. More recent tag questions include "no?" (used colloquially) as in He's here. "Yani" (Urdu) and matlab (Hindi/Urdu) to mean. aren't you?"). as opposed to someone who did not go to college. Heard often in S. especially people from South Indian states mainly Tamil Nadu." (Influenced by Hindi syntax." Use of the word maane (Bengali) . as in "business-baazi" or "cheating-giri. arey in an English conversation between Indians.'I don't eat meat/ drink milk' etc .. is ki it does not address the problem of overstaffing." Or even "I didn't go only" to mean "I didn't end up going after all.pass . "The grocery-wala sells fresh fruit. machaa.g. 'machaa' is more frequently used in the South. 'Higher Secondary (fail)' and 'M.A." or "It was she only who cooked this rice.used in matrimonial ads to describe someone who did not pass the final examinations but was admitted to college and did take college classes. isn't it?" (instead of "You're lying. Karnataka and Andhra Pradesh have the habit of when speaking Tamil and Kannada and Telugu respectively Use of yaar. as in "The taxi-wala overcharged me.").". ah?.India.'A girl educated well in Christian convent-style school' I got a firing/I was fired by him . maane..A. "meaning" ("What I mean is.'Sexual harassment' Convented . no? ('na' often replaces 'no' in Hindi speaking areas." (Also prevalent mainly in Hindi-speaking states. (Origins linked to game of Cricket) Eve teasing ." or "He's a real music-wala: his CD collection is huge.'I got yelled at by him' Where are you put up? means 'Where do you live'?.) Use of the words but or only as intensifiers such as in: "I was just joking but. . LeftU for left.to move as in "I shifted my things from my old apartment to my new one". matlab. an influence of colloquial Tamil and Kannada.) Use of word "wala" to denote occupation or 'doing of/involvement in doing' something.

as in "Let's order for sandwiches".part of matrimonial advertising terminology. "cent per cent" means "100 per cent" as in "He got cent per cent in maths.. "Tell me": used when answering the phone." . which in turn was one-sixteenth of one rupee/taka. where to go for a toss as means to be dismissed on the first ball. Source:online Dictionary of Indian English Pindrop silence! . formal charges filed in a court. "Lodge" is used to refer to small hotels. Means 'not dark skinned. "Join duty" to mean "reporting to work for the first time".Payment given to employees to compensate for the effects of inflation. tending toward light' "What is [your] good name?" to mean "What is your full name?" is a carryover from the Hindi expression "Shubh-naam" (literally meaning "auspicious name") or the Urdu "ism-e shariif" (meaning "noble name").• • • • • • • • • • • • • • • • • • • • • • She is innocently divorced or divorced (innocent). Pie is an Indian denomination of the anna. v. meaning "How can I help you?" "order for food" instead of "order food". This is similar to the way Japanese refer to the other person's name with an honorific "O-" prefix. in Llanelli. redressal: n." This phrase has origins in cricket. For example. chargesheet: n. it means the marriage was not consummated. Wales. This phrase has its origins in the posting of army officers to particular 'stations' during the days of the East India Company. "Hows the movie?" reply ."Just timepass man. bhalo-naam (meaning quite literally "good name" or "proper name"). reparation "Hill Station" means mountain resort. "on the anvil" is used often in the Indian press to mean something is about to appear or happen.Seen in matrimonial ads. Wheatish complexion . Timepass . remedy.Teachers in schools may say this to the kids.. as in "I passed out of the university in 1995." "go for a toss" means to end prematurely or unexpectedly. "Hotel" means "restaurant" (as well as specifically "big hotel") in India: "I ate in the hotel". "tight slap" to mean "hard slap". Sometimes "Lodge" refers to a place where you stay (in rooms) and "Hotel" refers to a place where you eat. "stepney" refers to a spare tyre. a headline might read "New roads on the anvil". to file charges against someone in court "I won't give him a single pie" to mean a "single cent".[3] "specs" means spectacles or glasses (as in colloquial UK English). as opposed to the pet name they would be called by close friends and family. The word is a genericized trademark originating from the Stepney Spare Motor Wheel. Such a questioner wants to know the person's formal or legal given name that may appear on a passport. or in Bengali. as in "my plans went for a toss when it started raining heavily. nothing great about it. itself named after Stepney Street. "pass out" is meant to graduate. as in "O-namae" instead of the simple "namae" when referring to their own name. "Rejoin duty" is to come back to work after a vacation. redress. "Out of station" to mean "out of town".'Doing something for leisure but with no intention or target/satisfaction' For example." Dearness Allowance .

in India the term is used to refer to the illness in which this symptom is most common. "Kumari" (Devnagari: कुमारी literally meaning a virgin) can be used for unmarried (as opposed to single) women or girls. use of suffixes "Saahib/Sāhab" (Mr) and "Begum" (Mrs)(Urdu) as in "Welcome to India." or "Begum Sahib would like some tea. [edit] Food • • • • • • • • • Brinjal : aubergines / eggplant Capsicum : called chili pepper. paprika in some other countries Curds : yoghurt Coriander : cilantro Sooji or Rava : semolina Pulses : pulses. For example. bell pepper in the US. "Jyoti's Mr stopped by yesterday" or "My Mrs is not feeling well" (this use of "Mrs. For example. Canada. eg lentils Karahi : wok Dhal : lentils Sago : tapioca [edit] Addressing others • • • • • Referring to elders. Smith-saahib." Use of "Mr" and "Mrs" as common nouns for wife/husband. strangers or anyone meriting respect as "'jee'"/"'ji'" (Hindi: जी used as a suffix) as in "Please call a taxi for Gupta-ji" (North.• "centum" is also frequently used to refer to 100. or sweet pepper in the UK. West and East India) Use of prefixes "Shree"/"Shri" (Devanagari: शी meaning Mister) or "Shreemati"/"Shrimati" (Devanagari: शीमती meaning Ms/Mrs): Shri Ravi Shankar or Shreemati Das Gupta. and India. Mrs) with first name. capsicum in Australia. This is the only . New Zealand. used by homeopaths for conventional medicine. Pakistan. "Shreemati"/"Shrimati" is used for married women. Swathi Ashok Kumar might be addressed as "Ms Swathi" instead of "Ms Kumar". While standard medical terminology uses jaundice for a symptom (yellow discolouration of skin). Use of "Ms" (also Mr. [edit] Medical terms Often the cause of undesirable confusion • • • Viral Fever: influenza Jaundice: Acute Hepatitis. "Sushri" (Devnagari: सुशी a more recent addition and appropriate translation of Ms where marital status cannot be determined or is unimportant) As with Shree/Shreemati. Allopathy. and the Bahamas." or "missus" is also used in the UK. red or green pepper.

bhai (Hindi: भाई meaning . even total strangers (like shopkeepers) who are significantly older than oneself. "Long time no see. a respectful address. rather than the standard "Yours sincerely/faithfully/truly". neighbours. A substitution of Sir/Ma'am.• • • • • possible correct usage in South India. On the contrary. as in "Arey! What a good job you did!". as in "Chal. especially in Tamil Nadu. I gotta go now" at the end of a phone call Use of oof! or "oh fo!" (Hindi: ऊफ . man. she would not be addressed (by a Hindi speaker) as "auntie" but as Mausi (Hindi: मौसी) (by a Kannada speaker as Chikkamma Kannada: ಅತತ). "Accha. I cannot come today". yaar! Don't be such a killjoy!". or "Good to see you. boss. in Indian culture. would be considered too formal to address parents of friends or any other unrelated (but known) elder persons. E.friend. bhai. as in " Arey! C'mon.[citation needed] For example. he/she will usually be addressed with the name of the relation in the vernacular Indian language. Use of the English words 'uncle' and 'aunty' as suffixes when addressing people such as distant relatives. acquaintances. the phrase 'the concerned person' is widely used in oral Indian English. such letters are ended with non-standard greetings. boss?". if the person is related.' Sharma sir is not here . mate)." or "Ay. such as "Yours respectfully". Use of Respected Sir while starting a formal letter instead of Dear Sir. The word boss is also sometimes used in this way. such as "No Baba. especially in musical settings. dude.) is rare and may even be considered unacceptable or offensive (in the sense of referring to an elder person by name). usually positive though occasionally not. where most people don't use a surname. [edit] Interjections and casual references • • • • • Casual use of words yaar (Hindi: यार meaning .brother) and bhaiyya (Hindi: भइया meaning . but colloquially meaning 'buddy') while referring to any person. children or teenagers addressing their friends' parents as Mr Patel or Mrs Patel (etc. if a woman is one's mother's sister. bhaiyya! Over here!" Yaar is the equivalent of mate in Australian and British English. as in "How much to go to the train station." Use of interjections Arey!(Hindi: अरे) and acchha! (Hindi: अचछा) to express a wide range of emotions. yaar!" Use of the word "chal" (Hindi: चल . among friends but also to male strangers. as in "Wah! Wah! You play the sitar so well!" .g. It is interesting to observe that calling one's friends' parents aunty and uncle was also very common in Great Britain in the 1960s and 70s but is much rarer today. while common for addressing teachers/professors or any person in an official position. Again. Use of "Baba" ('father' in some languages. Swathi aunty!" In fact. or "Yours obediently". as in "Oof! The baby's crying again!" Use of "Wah" (Hindi: वाह) to express admiration.an interjection in Hindi) to show distress or frustration. "Hello. just try and understand.same as Sharma-ji is not here. so that's your plan. buddy.Imperative of the verb "to walk") to mean the interjection "Ok".elder brother) much as with the American English 'man' or 'dude'. what bad luck. No knighthood suffix. even while conversing in English." or "Arey..

"yesterday night" instead of "last night". euphemistic sense to mean any red meat. E." This is because in Indian languages.g. causing speakers to overcompensate for its absence in English.g. not poultry or fish).. and "Put the vegetables in a separate cover". a shopping bag is called as a 'Carry Bag'." especially when the question of vegetarianism is at issue (milk and its products are always considered vegetarian). chumma chumma dont talk) Overuse of the word "Please" as an interjection. Use of the verb "sit" in place of "located" e. "Paining" used when "hurting" would be more common in Standard American and British: "My head is paining. The protagonist need not have any specifically heroic characteristics. seafood. especially Kerala." The word non-veg (short for non-vegetarian) is used to mean food which contains flesh of any mammal. A: Did you finish reading the book ? B: Yes yes !!) [edit] Divergent usage • • • • • • • • • • • Insertion of "as" in describing a designation. "Put the documents in a cover and post it".").• • • • • Use of "just" and "simply" in a seemingly arbitrary manner in southern India. More significantly. The word "mutton" is used to mean goat meat instead of sheep meat (and sometimes in a broader. Q:"Why did you do it?" A:"Simply!" or "Just I was telling to [sic] him. (eg. bird. evening." Substitution of "one" in place of the indefinite article "a": "Let me tell you one story. (e. In Western India. Use of "chumma chumma" (Tamil: சும்மா means simply) at the beginning of a sentence. etc or even eggs.g. Fish." "Bangalore is termed as Silicon Valley of India. etc." "Cover" to mean envelope or shopping bag in South India. This could stem from "please" being implied within the verb conjugation in Hindi. Hindi एक ek) is also used as the indefinite article.g. the numeric word for one (e." "Yogurt is called as curd in Indian English. often over-stressing the vowel.") Treatment of the phrase "I don't think so" as a unit.g.) instead of "this morning. No." ("I am attending my cousin's marriage next month. Used mostly with words like Yes..e. "Where are you sitting?" for "Where are you located? (for one's location in a school or office but not home)" Repetition of a word to emphasise a word. For example. The word "hero" is used to mean a male protagonist in a story. where it would be omitted in Standard English: "Mahatma Gandhi is called as father of the nation. shellfish. Also to be noticed that a non-veg joke is regarded as a joke with mature content. and eggs are not treated as categories separate from "meat. The word "marriage" used to mean "wedding. "Kindly" used to mean "please": "Kindly disregard the previous message". fish. especially in a motion picture. as in "I don't think so I can do that" instead of "I don't think I can do that. whereas the native varieties of English would have: "We are having meat today for dinner". "Today morning" (afternoon. "We are having non-veg today for dinner"." ("I met with him today morning. e. "hero" is used to mean a movie actor who is . especially Maharashtra. Similarly. i. Right. Ok etc.

In Telugu." a person may say "I am going to attend my cousin's engagement next month. women." "Bring it this side. there is no clear distinction between the words bath and shower." meaning "he is as handsome as a movie star." "We went that side. schooldress. Use of "reduce" to mean "lose weight" as in "I need to reduce!" Use of "this side" and "that side" instead of "here" and "there. Thus. "You will get used to the humidity slowly-slowly". (Telugu speakers may say "Half Hands" and "Full Hands" in a similar fashion). ("That was a great dialogue!" means "That was a great line!") "Dialogues" is used to mean "screenplay. whereas in international varieties of English a dress is a women's outer clothing with a bodice and a skirt as a single garment. as in "That was a damn good meal". "Shirtings and suitings" used for the process of making such garments and also to refer to shops specializing in men's formal/business wear. The word "healthy" as a euphemism for fat people.. In this case. e. "Full Shirt" is used for "Full Sleeves" and "Half Shirt" for "Half Sleeves" or "Short Sleeves"." until after the engagement ceremony has been performed." (Note the usage of British spelling). "We went to different-different places in the city in search of a good hotel. "Don't worry about small-small things" to mean very insignificant issues. which is called a frock by the Indians. Young girls in India invariably wear a dress." Afterwards. For example: "She has curly-curly hair". Similar to the use of term "marriage." In motion picture credits." Use of "engagement" to mean not just an agreement between two people to marry. the betrothed is referred to as one's "would-be" wife or husband. than in other dialects of English." "Music director" is used to mean a music composer for movies. as in "I also need a blanket" instead of "I too need a blanket" or "He was late also" instead of "He was late as well" Intensifying adjectives by doubling them. "You are showing your hairy-hairy legs". but a formal. he looks like a hero.g. The usage of dress as clothes does exist in international varieties but only in very rare occasions and in relevant context. "would be" is used . The use of "also" in place of "too" or "as well". public ceremony (often accompanied by a party) where the engagement is formalized with a ring and/or other local rituals. in North India and in general as in "His build is on the healthy side" to refer to a overweight person. the person who might in other countries be credited as the screenwriter in India is often credited with the term "dialogues. especially a negative one. far more frequently and with far more emphatic effect.• • • • • • • • • • • • • • often cast in the role of the protagonist. This is a common feature of most Indian languages. "Look at Vik. Use the word "only" where the word "just" would be used in other dialects. Similarly full-pant means trousers and half-pant means shorts. "These people are like this only". "Bath" and "bathe" are also used interchangeably. The word "damn" used as an intensifier. and children alike: "She bought a new dress for her son". The word "dialogue" means "a line of dialogue" in a movie. For example. Indians will not speak of a couple as being "engaged. The word "dress" (noun) is used to refer to clothes for men.

not generally well-known outside South Asia) and/or popular in India include those in the following by no means exhaustive list: • • • • • • • • • • • • • batchmate or batch-mate (Not classmate."). Master's or PhD as well." "Gentry" is a generalized term for social class . Use of "blood pressure" or "BP" to refer particularly to high blood pressure. the word Metro now tends to be used to describe both the metropolis and the underground rail network." godown (warehouse) godman somewhat pejorative word for a person who claims to be divine or who claims to have supernatural powers gully to mean a narrow lane or alley (from the Hindi word "gali" meaning the same). milk and eggs but not meat. "Metro" to mean large city (i. The use of 'good'. but a schoolmate of the same grade) "eggitarian" for a person who is eats vegetarian food. This can be confusing for Europeans. who tend to use the word to describe underground urban rail networks.• • • • • • to mean "will be" in contrast with the standard and American and British connotation of "wants to be (but will not be). However.e. and having nothing to do with street crime. taking the longest route). "Graduation" used exclusively to mean completion of a bachelor's degree: "I did my graduation at Presidency College" ("I earned my bachelor's degree at Presidency College. what the word would mean in British/American English).e. Use of the word "shift" to indicate "move" (oneself with belongings to a different house or city). nose-screw (woman's nose-ring) . scale. in other words. used conversely is one's own brother/sister (of one's parent. Himalayan blunder (grave mistake) long-cut (The "opposite" of short-cut. foot overbridge (bridge meant for pedestrians) Funda (fundamentals) as in "I cant understand the funda behind this chemistry formula. whereas in the United States it refers to completion of Highschool. Use of the word "small" to mean "a small amount of" as in "Some small smoke came out of my radiator. cousin-brother (male first cousin) & cousin-sister (female first cousin)." Words unique to (i. 'metros such as Delhi and Chennai') This is a shortening of the term Metropolis. following the popularity of the Delhi Metro. divider. English brother/sister): most Indians live in extended families and many do not differentiate even nominally between cousins and direct siblings. 'high' and 'low' prefixed to 'gentry' is common. compass box for a box holding mathematical instruments like compass. 'bad'.not specifically 'high social class'. as opposed to uncle or aunt. as in "When are you shifting?" (instead of "When are you moving?"). as in "I have BP!" to mean "I have high BP or hypertension". protractor etc. mugging or mugging up (studying hard or memorising.

only standard British English is considered grammatically correct. is common in Indian English. Many words borrowed from Indian languages find their way into the ostensibly-English media. "These people will cheat you like anything". that is to change a meeting to be earlier). Words which are considered archaic in some varieties of English. as in "I heard that you have written a document on . where yoghurt would be more common in British/American English. to refer to someone's rear. the aim of reaching a large cross-section of society is fulfilled by such double-coding.[6][7] ragging for fagging(UK)/hazing(US). Found in eighteenth century British English. but are still in use in Indian English: • • • • • • • • Curd. often literal translations of words and phrases from their native languages.. second. when it had been common it British English. tiffin box for lunch box. Phrased another way. "He is taking too much tension". Such usage was part of colloquial English language in seventeenth century Britain and America. which is more common in other varieties of English.[5] Use of the phrases like nothing or like anything to express intensity. In this context.. In tension for being concerned or nervous.. For example. Many dictionaries have added this word. Telgish (Telugu + English). and Minglish (Marathi + English). Tanglish (Tamil + English). Kanglish (Kannada + English). The use of into dates back to the fifteenth century. as in "He is my co-brother" vote-bank is a term commonly used during the elections in India.• • • • prepone (The "opposite" of postpone. Use of "the same" instead of "it". Dicky/dickey the boot/trunk of a car[4] or rarely. Into to mean "multiplied by". meaning "three times". The word is also commonly used to mean a between-meal snack.[8] Use of thrice. The distinct evolution of regional variations in contemporary usage has led to terms such as Hinglish (Hindi + English). as in 2 into 2 = 4. but it may be a speaker's first. Hinglish and other variations are popular in the field of advertising. co-brother indicates relationship between two men who married sisters. rather than 2 times 2 = 4. or third language. While Indian speakers of English use idioms peculiar to their homeland. favouring them. implying a particular bloc or community of people inclined to cast their votes for a political party that can be best promise to deliver policies. . and its features may depend heavily on the regional origin of the speaker. Could you send me the same?" [edit] Grammar The role of English within the complex multilingual society of India is far from straightforward: it is used across the country.

. and in Hindi "Deerai" can mean slowly or softly. "Let's go to city" instead of "Let's go to the city" Use of "told" instead of "said". However.and Punjabi-speaking states. Use of do the needful as in "do whatever needs to be done" Anglicisation of Indian words especially in Chennai by adding "ify" to a local Tamil word. Use of "Can you drop me?" and "We will drop her first" instead of "Can you drop me off?" and "We will drop her off first" Omission of the definite article: e. "I am working at XYZ Company" instead of "I work at XYZ Company". Idiomatic English for quantification in use of preposition "of". I had gone for I went. Use of would instead of will as in "I would be going to New York this weekend". Also." This is because of influence from Indian languages.[edit] Grammar quirks • • • • • • • • • • • • • • • The progressive tense in stative verbs: I am understanding it. as in "There is so much of happiness in being honest. for example. as in "I have been working since four years" instead of "I have been working for four years" or "I have been working since four years ago". "tea and stuff").g. as in "Open the air conditioner" instead of "Turn on the air conditioner"." or "There's a lot of this fighting-witing going on in the neighborhood. it is only used as a subject or object in a sentence. and "Open your shirt" for "Take off your shirt. Use of "off" and "on" as verbs rather than adjectives. In Telugu. as used in Southern American English. never to address a group of people. Creation of rhyming double-words (rhyming reduplication) to denote generality of idea or act. Swapping around the meanings of "slow" and "soft" as in "I shall speak slower for you" meaning "I will speak softly" and "Make the fan softer" to mean "Make the fan go slower. This usage is more common among speakers of North Indian languages such as Hindi where the words for both "since" and "for" are the same. "Let's go have some chai-vai (tea. This is an influence of traditional Hindi grammar. An example would be "Ravi told he is going home" instead of "Ravi said he is going home" or "Ravi told me he is going home". as in "No more ice-cream-ficecream for you!". The pluperfect tense used in verbs where International English speakers would use the simple past. as in "On the light" instead of "Turn on the light" or "Off the fan" instead of "Switch off the fan.) Use of the word "since" instead of "for" in conjunction with periods of time." This construction is also found in Quebec English and also among Arab speakers of English etc. the word 'melliga' can refer to either slow or quiet. She is knowing the answer." Use of "y'all" for "you all" or "all of you". it is more common in northern states. a 'totality' of the word's denotation. especially by Anglo-Indians." Use of "open" and "close" instead of switch/turn on/off. unlike Southern American usage. This feature is more prevalent in South India. usually humorously and not used in general speech." (Prevalent mainly in Hindi.

irrespective of whether it is stressed or unstressed. including the <r>-colored versions of these vowels. the indefinite article <a> is often pronounced by many Indian English speakers as [eː]. Thus. native-tinted. speakers of Indian English usually use a monophthong. Some Indians speak English with an accent very close to a Standard British (Received Pronunciation) accent.[9] Speakers of Southern languages and Sinhalese. or whether it is stressed or not. In native varieties of English. others lean toward a more 'vernacular'. Chiefly in Punjab and Haryana states.[9] Indian English often uses strong vowels where other accents would have unstressed syllables or words. many speakers do not differentiate between the vowel sounds /ɛ/ (as in "dress") and /æ/ (as in <trap>). A word such as "was" in the phrase "I was going" will be pronounced [ʋɒz] or [ʋas] in Indian English: in most other accents it would receive the unstressed realization [wəz]. <a> is pronounced as [ə] when unstressed and as [eɪ] when stressed. <the> is pronounced as [ðə] when it is unstressed and lies before a consonant. Thus "cottage" may be pronounced [kɒtedʒ] rather than [kɒtədʒ]. Thus "period" is pronounced [pirɪəd] instead of [pɪəɹɪəd]. except in cases where a minimal pair such as <bed>/<bad> exists in the vocabulary of the speaker.[citation needed] The RP vowels /ʌ/. do not have difficulty making this distinction. In native varieties of English. /ə/ and /ɜː/ might be realized as /ə/ in Indian English.[9] Another example is that many Indian English speakers often pronounce <the> as /d̪iː/. instead of the diphthong used in almost all other accents. <firm> may be pronounced the same as [farm]. [citation needed] • • • • • .[edit] Phonology Indian accents vary greatly. Continuing the above point. [edit] Vowels Among the distinctive features of the vowel-sounds employed by some Indian English speakers are: • Many Indian languages (with the exception of Western Hindi and Punjabi) do not natively possess a separate phoneme /æ/ (as in <trap>). which do differentiate /ɛ/ and /æ/. When a long vowel is followed by "r". Thus. the short [ɛ] becomes lengthened and higher to long [eː]. Such a speaker might pronounce "tax" like the first syllable of "Texas". making <pen> sound like <paenn>. irrespective of whether the definite article comes before a vowel or a consonant. accent for their English speech. and as [ðiː] when it is before a vowel or when stressed even before a consonant.[10] Bengalis often pronounce all these vowels as a.

whereas in RP. all alveolar plosives of English are transcribed as their retroflex counterparts.[10] Many Indian English speakers do not make a clear distinction between /ɒ/ and /ɔː/. To the Indian ears. [stæːf] and [læːst]. <staff> and <last> would be pronounced with a back <a> as in British English but unlike American English. i.[citation needed] • • • Words such as <class>. [1955] 2001).[12] In Indian languages there are two entirely distinct sets of coronal plosives: one dental and the other retroflex. if used. In the Devanagari script of Hindi.[11] The same is true of the voiceless postalveolar afficate /tʃ/. Hindi does not have true retroflex plosives (Tiwari. This makes <not> sound as [nat]. Instead.. General American and most other English accents they are aspirated in word-initial or stressed syllables. The voiceless plosives /p/.[9] Because of the previous characteristic many Indians pronounce words such as <flower> as [flaː(r)] instead of [flaʊə(r)]. possibly in free variation with [v] and/or [w]. The alveolar stops English /d/. the distinction between aspirated and unaspirated plosives is phonemic. some Indian speakers don't pronounce the rounded /ɒ/ or /ɔː/. and <our> as [aː(r)] instead of [aʊə(r)]. The phoneme /ɔː/. Thus "pin" is pronounced [pɪn] in Indian English but [pʰɪn] in most other accents. [oː]. /t/ are often retroflex [ɖ]. (See cot-caught merger. many Indians use a frictionless labio-dental approximant [ʋ] for words with either sound. and substitute /a/ instead.e. /k/ are always unaspirated in Indian English. at least. One good reason for this is that unlike most other native Indian languages. and the English stops are equated with the unaspirated rather than the aspirated phonemes of the local languages. the English alveolar plosives sound more retroflex than dental. but like General American English. is only semi-rounded at the lips. • • • . In native Indian languages (except Tamil). The so-called retroflexes in Hindi are actually articulated as apical post-alveolar plosives. [edit] Consonants Among the most distinctive features of consonants in Indian English are: • Standard Hindi and most other vernaculars (except. So wet and vet are homophones. especially in the South of India. [klɑːs]. sometimes even with a tendency to come down to the alveolar region. Bengali) do not differentiate between /v/ (voiced labiodental fricative) and /w/ (voiced labiovelar approximant). [ʈ]. /t/. [stɑːf] and [lɑːst] rather than American [klæːs].) Unlike British.• General Indian English realizes /eɪ/ (as in <face>) and /oʊ/ (as in <goat>) as long monophthongs [eː].

and the nasal /n/ to a nasalized retroflex flap. This is common among people without formal English education. Sometimes.[12] and in the south Indian variants. Usually. the aspirated voiceless dental plosive [t̪ʰ] is substituted for /θ/ and the unaspirated voiced dental plosive [d̪]. South Indians tend to curl the tongue (retroflex accentuation) more for /l/ and /n/.[citation needed] Inability to pronounce certain (especially word-initial) consonant clusters by people of rural backgrounds. "thin" would be realized as [t̪ʰɪn] instead of /θɪn/. e. This replacement is equally true for Persian and Arabic loanwords into Hindi..ʃər/. just as with a Korean accent.g. e. While they do have its nearest equivalent: the unvoiced /s/. the same as their native languages. languages such as Tamil have true retroflex plosives. or possibly the aspirated version [d̪ʱ]. However. school /is. especially when plurals are being formed. treasure /trɛ. [s] is used for • • • .zəːr/. wherein the articulation is done with the tongue curved upwards and backwards at the roof of the mouth. it is not used in substitution. Instead.g. /z/ is substituted with the voiced palatal affricate (or postalveolar) /dʒ/.g. This also causes (in parts of Uttar Pradesh and Madhya Pradesh) the /s/ preceding alveolar /t/ to allophonically change to [ ʃ ] (<stop> /stɒp/ → / ʃʈap/). Again note that in Hindi (devanagari) the loaned / f / from Persian and Arabic is written by putting a dot beneath the grapheme for native [pʰ] < फ >: < फ >. [citation needed] • • • Most Indian languages (except Urdu variety) lack the voiced alveolar fricative /z/. This is usually dealt with by epenthesis.kuːl/. e. The probable reason is the confusion created by the use of the devanagari grapheme < ज > (for /dʒ/) with a dot beneath it to represent the loaned /z/ (as < ज >). and in fact in many Hindi-speaking areas /f/ is replacing /pʰ/ even in its native words. Mostly in south India. This makes words such as <zero> and <rosy> sound as [dʒiːro] and [roːdʒi:]. /z/ or /dʒ/ is substituted. strangely. • Many Indians speaking English lack the voiced postalveolar fricative (/ʒ/). Whereas in international varieties of English. Indian speakers interchange /s/ and /z/. spelled with th). Many Indians with lower exposure to English also may pronounce / f / as aspirated voiceless bilabial plosive [pʰ]. This substitution is rarer than that for [z]. with /ʃ/ as in <"sh'"ore>. All major native languages of India lack the dental fricatives (/θ/ and /ð/. is substituted for /ð/. Typically.[13] For example. some speakers allophonically further change the voiced retroflex plosive to voiced retroflex flap.So a Hindi speaker normally cannot distinguish the difference between their own apical post-alveolar plosives and English's alveolar plosives. treasure /trɛ.

So. Hence /riŋ.pluralization of a word ending in a voiceless consonant. native English varieties will mostly use the schwa while Indian English would use the spelling vowel. rather than postalveolar. or if a high vowel precedes. But in Indian English.ni. and [ɨz] for that ending in a sibilant. this is reflected in their English.ʈən/). the digraph <wh> may be aspirated as [ʋʱ] or [wʱ]. [edit] Spelling pronunciation A number of distinctive features of Indian English are due to "the vagaries of English spelling". a phenomenon which is also apparent in their English.g. /miːtər/ → /miːʈər/. [əm] and [ən] (as in button /buʈ. the ending < a > is pronounced as the long open central unrounded vowel /aː/ (as in <spa>) instead of schwa.nə.ti].[14] In unstressed syllables. Indian speakers usually include the [ɡ] after it.go] instead of [ə.. resulting in realizations such as <which> [ʋʱɪtʃ].iŋ/ → /riŋ. Syllable nuclei in words with the spelling er (a schwa in RP and an r-colored schwa in GA) are also replaced VC clusters.go]. native languages like Hindi have corresponding affricates articulated from the palatal region. by [il] (as in little /liʈ. /m/ and /n/ are usually replaced by the VC clusters [əl].ɡiŋɡ/ (ringing). all instances of /ʃ/ are spoken like [s].[citation needed] • • • • Indian English uses clear [l] in all instances like Irish English whereas other varieties use clear [l] in syllable-initial positions and dark [l] (velarized-L) in coda and syllabic positions. meter. making <sanity> sound as [sæ.[13] Most Indian languages have a very phonetic pronunciation with respect to their script. While retaining /ŋ/ in the final position. • • • • In words where the digraph <gh> represents a voiced velar plosive (/ɡ/) in other accents. English words ending in grapheme < a > almost always have the < a > being pronounced as schwa /ə/ in native varieties (exceptions include words such as <spa>). Exactly the opposite is seen for many Bengalis. and unlike English. the spelling of a word is a highly reliable guide to its modern pronunciation. No other accent of English admits this voiced aspiration. [z] for that ending in a voiced consonant or vowel.[12] Similarly. <India> is .[citation needed] Syllabic /l/. e.bʌv] and [ə. • Again. <above> and <ago> can be heard as [e. and they have more of a stop component than fricative.[citation needed] Similarly.ti] instead of [sæ. found in no other English accent. in dialects like Bhojpuri.ʈil/). for example <ghost> [ɡʱoːst].bʌv] and [e.[citation needed] In case of the postalveolar affricates /tʃ/ /dʒ/. some Indian English speakers supply a murmured version [ɡʱ].

instead of [haus] as noun and [hauz] as verb. for example "developed" may be [dɛʋləpd] instead of RP /dɪvɛləpt/.sɪl] like the American.[citation needed] <entrée> as [ɛn.faː/ instead of /soʊ.zər. Indian-English speakers usually speak with a syllabic rhythm.[13] Pronunciation of <house> as [hauz] in both the noun and the verb. Thus. stressed syllables are generally pronounced with a higher pitch. but in India. The Indian accent is a "sing-song" accent.[13] Use of [d] instead of [t] for the "-ed" ending of the past tense after voiceless consonants. in some Indian languages.səɺ. and word stress is an important feature of Received Pronunciation.t̪reː]. such words are sometimes pronounced according to the rules of English pronunciation.fə/. rather than [æn. making <Switzerland> sound like [svit. which is common for American English speakers.ti] like the British. [edit] Supra-segmental features Any of the native varieties of English is a stress-timed language.[16] whereas in most English dialects.[citation needed] • • • • All consonants are distinctly doubled (lengthened) in General Indian English wherever the spelling suggests so.taɪ] like American. <drilling> /dril. Indian English will invariably use the British dialect for it. for example <dogs> may be [dɒɡs] instead of [dɒɡz]. a feature seen in a few English dialects in Britain. e. Thus. Indian native languages are actually syllable-timed languages.[citation needed] English words borrowed from French are often given a French-influenced pronunciation. and <sofa> as /soː. stress is associated with a low pitch. <Here> is pronounced as [heə(r)] (like in <hair> and <hare>) instead of [hɪə(r)].ə/. <anti> would be pronounced as [æn. <tensile> would be pronounced as [tɛn. when Indian speakers speak.ɖɪ. or accentuate all the syllables of a long English word.kɛt/ or /bau kwɛt/ instead of [bu. English pronunciation of the grapheme < i > varies from [ɪ] to [aɪ] depending upon the dialect or accent.lənd].[citation needed] The word "of" is usually pronounced with a /f/ instead of a /v/ as in most other accents. /r/ occurs only before a vowel. <bouquet /bu.dɪ.ʈriː] instead of [ɑn.saɪl] like the British. Indian speakers do not typically use the retroflex approximant /ɻ/ for <r>. they appear to put the stress accents at the wrong syllables.• • pronounced as /ɪn. e.aː/ instead of /ɪn.g..[17] .[citation needed] In RP. The digraph <tz> is pronounced as [tz] or [tdʒ] instead of [ts] (voicing may be assimilated in the stop too).[15] Further. [12] • • • • Use of [s] instead of [z] for the "-s" ending of the plural after voiced consonants. rather than [tɛn.[13] The allophone used is a mild trill or a tap.liŋɡ/.g.. But many speakers of Indian English use /r/ in almost all positions in words as dictated by the spellings.lænd] instead of [swit. such as Scouse and Welsh English.keː] . like Latin and French.

[edit] Bibliography • Wells. ^ http://dictionary. 626 11. 630 15..com. Cambridge University Press. (conj. Oxford English Dictionary. 2003. p. IV. ^ BBC. ^ dicky. ^ http://www. ^ Wells. 627-628 12. (Feature: Languages of West Bengal in Census and Surveys. v. ^ a b Wells. Accessed on July 1. pp 8-10. ^ Varshney. ^ a b c d e Wells. ^ 1756 BURKE Subl.edu/sala25/verma. 627 10. 2009 8. dickey. pp. 2009 7.uiuc. and n. 2009 5. p. "An unnatural tension of the nerves" 9. ^ Wells. p.[edit] See also • • • • • • • • Hinglish Indian English literature Regional accents of English Regional differences and dialects in Indian English Indian numbering system Languages with official status in India Republic of India Sri Lankan English [edit] References 1. "An Introductory Textbook of Linguistics and Phonetics". R. 4. 15th Ed. ^ a b c d Wells. ^ Wells. Issue 10. ^ Cambridge Encyclopedia of the English Language (Cambridge University Press. J C (1982). iii.. 2009. ISBN 0521285410. n. ^ multiply.L. Accessed on July 1. 2.).reference. 1995). [edit] External links • English in India . p. Student Store. 62 13. Oxford English Dictionary. Bareilly. (2005).. ^ Census of India's eCensusIndia. p. 2009 6. ^ a b c d Wells.htm "Onset of Rising Pitch in Focused Words in Hindi: an Experimental Study" 17. ^ like. a. 624 3. Accents of English 3: Beyond the British Isles. & B. p. 2009. 2009. Accessed on July 1. adv. Accessed on July 1.com/search?q=like%20anything Reference. Oxford English Dictionary. Also see the OED.linguistics. Bilingualism and Trilingualism). 629 14. page 360 16..2. 1991 statistic.

• • • • • 'Hover & Hear' pronunciations in a Standard Indian English accent. Measuring these soft skills is no easy thing. They are now assessing them on a whole host of soft skill competencies around how well they relate and communicate to others. But in the most progressive companies. On the future of Indian English. Mallikarjun. An exploration into linguistic majority-minority relations in India. 2001 (Volume 500). 108 varieties of Indian English. Date:17-09-09 Collected Articles: Soft Skills Training Have a look at our Business Soft Skills Training page Soft Skills People's ability to handle the soft skills side of business . companies aren't just assessing their current staff and future recruits on their business skills.communication . Many companies simply will now no longer put up with it (bravo!).influencing .delegating .presenting .team management . Dharma Kumar. and to listen and respond empathetically. . "Linguistic and Social Characteristics of Indian English" by James Baldridge : A rather thorough analysis of Indian language published by the "Language In India" magazine. by Gurcharan Das. by B. Increasingly. We now find it a bit shocking and somewhat disturbing when someone displays the old autocratic style of bullying management tactics (though we know it is still unfortunately far more prevalent than is desirable).appraising . India Seminar.motivating is now recognised as key to making businesses more profitable and better places to work. managers are looking for people's ability to communicate clearly and openly. and compare side by side with other English accents from around the World.

From showing . Focus On Soft Skills: A Leadership Wake-up Call by Carole Nicolaides © 2002 The rules for succeeding in business are changing daily. in order to gain a competitive advantage. they also need to make sure their people know how to handle themselves at work and how to relate with their customers and peers. Not only that. can problem solve. multiculturalism and diversity is needed more than ever. knowledgeable people plus innovative products? That's a great start. observation and of course. as do being able to collaborate with others and influence situations through lateral and more creative thinking. practise. insightful reading. can schmooze with the best of them. are good at encouraging. but something vital is missing from this equation. practise. the best news of all is that soft skills can be developed and honed on an ongoing basis through good training. Being flexible and able to adapt to the changing needs of an organisation also qualify as soft skills. practise. Yet people are still asking for the magic formula that contributes to a successful organization. feel confident in the way they interact. All these skills are soft and all of them are transferable to the workplace. Good soft skills also include the ability of people to balance the commercial needs of their company with the individual needs of their staff. Everyone already has some form of soft skills (probably a lot more than they realise) They just need to look at areas in their personal life where they get on with others. Is it talented. The ability to deal with differences. Very few companies are untouched by the ever-widening influence of other cultures and good soft skills facilitate better communication and people's ability to manage differences effectively.They also want them to have equally well-honed written skills so that their correspondence (including emails) doesn't undo all the good work their face-to-face communication creates. More and more corporations around the world recognize that.

John was promoted to Technical Project Manager at his consulting company. most graduate schools don't teach you how to cultivate your soft skills. You don't compete only with products anymore. They fall under the umbrella of Emotional Intelligence (EI). His educational level was lower than others in the firm and his degree wasn't in an area that pertained to consulting." We live in a society that measures intelligence through quantifiable metrics." I will illustrate this with an example. or emotional intelligence skills. While courses such as Business Writing and Public Speaking are offered. rather with how well you use your people. He was generous in praising people and was consistently happy. These soft skills are just as important as what John knows. They display our strengths rather than the demonstration of our humanness. showing compassion.empathy and optimism to extreme self-awareness to knowing what's going on around them. one of the strengths that was nowhere on his resume was his ability to be positive in all situations and to naturally motivate people. "The Effective Art of Listening to Your Customer. where customers and employees are demanding more. Some people wondered why John had risen to this level of management. Unfortunately. A professor will give you good grades once you know XYZ. I have never seen a course entitled. They provide differentiation between all the cookie-cutter look-alikes and play a vital role in customer loyalty. However. Let's get back to our values and the basics of good internal and external customer service. These ideas have been so tightly woven into our leadership mentality that they can be challenging to break. Yet most compliments that you or your employees receive deal more with the use of soft skills than with your actual knowledge about a particular situation.his natural attributes. He was quick to smile and see the positive side of every project. The western civilization and our traditional management theories tend to lead us in the direction of individualistic promotion. These soft-skills. or solving an unexpected problem. but he or she will not increase your grade for being able to deal with a difficult situation. instilling the use of soft skills in your team members is something you simply can't survive without. They made up the sum of who John was. The challenge nowadays is to introduce a program that will allow your leaders to learn and capitalize fast on their soft-skills competencies." The use of these skills is what elevates your organization above the competition. Too often we focus on what employees need to "know" when evaluating and hiring them instead of "who they really are. Most customers appreciate a "willingness to help" and the fact that "she listened to my complaint. Soft skills are important and always have been. Soft skills are the underlying principles that trademark a company for professionalism and excellent customer service. . In today's working environment. revelations open the door to a lot of discussion. These were his strengths . these vital competencies are an integral part of a progressive organization. It seems we have laid them aside and opted to emphasize too much on expertise and credentials.

and how to maintain the program. and use the pilot program as an introduction to the group.When it's time to focus on soft-skills training as a tool to improve performance.Coaches and Organizational Consultants are experts in building rapport and establishing the right culture for these initiatives. you are encouraging them to do what comes naturally to them. Hire Expert Help .Involve as many employees as you can on the decision to create a program. The program should also be designed to enhance their skills. Involve Your People From the Start . Communication Skills Training Tailored and In-House Communication Skills Training Our Communication Skills Training (Basic and Advanced) can be tailored as an in-house management programme to address specific issues within your company. Once you know who you have on your team. what to include within the program. 4.Instead of getting a large number of people in a room and preaching to them about their soft skills . Start Slowly . give them the possibility to make changes with your training curriculum. Making soft-skills development a priority will bring your team to a new level because it focuses directly on them. Recognizing personal contributions to the team is an excellent morale booster. From time to time praise your stars. leverage their strengths and differences because these are the facts that will help distinguish you and your organization from the competition. Don't overlook these all-important skills when evaluating areas of improvement for your team. With the right culture and the appropriate training. managers can continue the task of training and cultivating good relationships. 5. People support what they help create. Introduce the concept with an informative and fun workshop. Discover the Group's Soft-Skill Identity . 3. By allowing the human aspect of your employees to shine through. 2. Find a way to incorporate soft skills into your leadership development programs and see results immediately. Engage them." The essence of your business is your people. consider the following: 1. leadership potential.All people are not the same. do a pilot program with key people. Illustrate how they can leverage each other's strengths inside the team to develop a new group "identity.There is so much talk about teamwork today that we forget to emphasize how important it is to praise individual achievement as well. so their soft skills and strengths are not the same either. and bottom line organizational success. Recognize Individual Achievement . (Click here to send individuals on our Public Communication Skills Course) .move slowly.

If your business has groups of people who simply have to communicate more effectively then giving them communication training may be just what you need. unless you are a company of one. Most people in business think they communicate pretty well. . at some point or another. honed and added to on an on-going basis. face potential humiliation. communication will go awry through no one's fault or intention . feel misunderstood or get really surprised by someone else's behaviour. However. Effective Communication takes real skill Communication skills have to be developed. HR vs operations. the more effective your communication will be. even the best communicators can have their communication skills undermined when they get wrong-footed. IT vs admin.Communication Skills Training Objectives * Raising Awareness * Understanding Communication Dynamics * Working with Body Language * Dealing with Assumptions * Working with Differing Points of View * Understanding Patterns. They are at the heart of interpersonal skills and the greater your awareness of how it all works. consultants vs full time staff. Habits and Beliefs * Developing Great Listening and Responding Skills * Developing Individual Strengths and Qualities * Understanding Active vs Passive Choosing * Using Positive Reinforcement * Conflict Management * Being More In Charge * Gaining Confidence Communication Skills All Businesses talk about needing better communication skills. and in our experience that's generally true. You might have pockets of 'them and us': marketing vs finance. And without doubt. That's when it all seems to fall apart and people regress to all kinds of inappropriate and unhelpful behaviour.it's just the way it happens. but often don't know exactly what that means or they don't know how to go about making it happen. You might have cross-functional or virtual teams whose ability to communicate efficiently is vital.

. we like to develop the communication skills people already have and the things they already do well.We deal with communication skills training by unpicking what happens . dealing with conflict and difficult people .really.if you know how the dynamics work. We could write a book about the importance of communication key skills. Here we look at basic communication dynamics. Then you can choose from a whole range of tools and techniques that fit your personal style. They are the heart of interpersonal skills and the greater your awareness of how it all works. so we make life easier for you by enhancing what's already there. anything that has to do with people dealing with other people with far more confidence.Effective Communication Find the next available Open Communication Skills Course Good Communication Skills are essential Being an effective communicator takes real skill. but for now you can content yourself with some essentials for becoming a more effective communicator. honed and added to on an on-going basis. making an impact. you can be in charge of them. negotiation. you have to communicate well. listen to what you have to say and engage in dialogue. assurance and authenticity. Therefore. the more effective your communication will be. Our work on Communication Skills Training includes influencing. creating an effective communication strategy. To be effective in business. Communication skills have to be developed. you have to communicate exceptionally well. Being an effective communicator means that other people take you seriously. To be a good manager. rather than focusing on what's wrong or what needs to be fixed. learning skills to improve your communication. Being a good communicator is often about feeling confident in those situations where you don't always feel comfortable. Communication Skills Training . using effective communication to improve and promote interpersonal relationships. you don't have to learn a whole bunch of radically new things. We're big on personal style because when it comes to communication under pressure you can't be anyone other than yourself. In other words.

the most effective way to be in charge of what happens in any communication dynamic is changing what you do. Remember! If you aren't clear about what you mean and what your intention is. something (more than one thing. The greatest skill you can have in order to instantly and significantly improve you communications skills is to understand the other person's point view and how they see the world. What's Already Working? Most people tend to look at what's wrong with themselves and other people rather than focusing on what already works. Far from it. Everyone communicates differently and sees the world differently. the other person (or people) could easily (and sometimes deliberately). Everything communicates.Communication Core Skills . Authentic effective communication always happens when we reply on those things we know to be true about or for ourselves. Then you can adjust your own communication to take that into account.The Essentials • • • • • Communication is Individual How Communication Happens What can get in the way of Effective Communication Conflict Resolution Improving Communication Skills Communication is Individual We're Not All The Same When you look at communication. Therefore. Remember your personal style probably says more for you that all the words you use can. of course) has to be working well for you to have got this far already! How Communication Happens Verbal and Non-Verbal Communication Interpersonal skills. . Remember. Change Yourself to Change Others Alongside this has to be the knowledge that the only person you can be sure of changing in any communication is you. presentation skills are not all there is to it. misinterpret what you mean. When you can do this you are well on the way to promoting better relationships. You are the Only One of You There's never one right way to communicate.

especially making something up and then acting as though what you made up was true.Heard .What you do matters as much as what you say. Communication Cycle There is a neat communication cycle we've come across that can help you understand how to make communication work better. 'I've assumed such and such. Do you agree?' Good communication in the workplace is often sabotaged by too many unconfirmed assumptions.Understood . One effective way to deal with assumptions is to say to the other person.. It means that you can take responsibility for every stage on the Communication Cycle: Spoken . Sometimes it's important to let people keep their assumptions (or some of them at least!) about you. Your behaviour will 'read' unconsciously to other people and you can certainly be more in charge of the reading matter! Language is one of the most powerful reflections of how we think and feel about ourselves and others.Acted On . sometimes we get so used to behaving and responding in certain ways that it's hard to see that there's any other way of doing things. It's now accepted that the words account for only 7-11% of a communication.. 'Is that true?' or 'I'm making an assumption here about. which is good. Notice if you alter your behaviour with certain people because of the assumptions you make about them. You need to be aware of the padding. You can make a big impact simply by changing some of your language and developing your verbal skills. Patterns/Reverting to Type We are pattern-making beings. However. Assumptions aren't necessarily 'bad'. even our best intentions may go out the window as we revert to type. Also be aware of the assumptions you think other people make about you. We all make Too Many Assumptions Be aware of the assumptions you make.Implemented. What can get in the way of Effective Communication Here are some Common Barriers to Effective Communication. Be aware of where you or others tend to fall off the cycle. This way you can significantly improve your communication skills.Agreed To . justifications and excuses you use and whether they are appropriate. . When the pressure is on or we are under stress.

You may have started out wanting the other person to agree with you. not 'You' statements to avoid blaming. Think of it as presenting information or a point of view rather than having to bludgeon someone else with your arguments. the better it will be.they usually give a lot of information without realising it. rather than making the other person responsible for making things all right for you. People usually won't listen until they feel heard. routine ways of thinking and behaving are difficult to change. Good communication skills require you to be able to resolve conflict. 'I' not 'You' Use 'I' statements. . You can always decide if you want to change them or not. as can changing what you want. This also means that you take responsibility for how you feel. Noticing your patterns at least gets you aware of them! One way to practise this is to see how many communication habits and patterns have crept into your workplace. patterns. Bridge Building Really listen to what the other person is saying . Agreement Find something (anything will do) in the other person's argument which you can genuinely agree with.Habits. but by giving that up you can change your want to letting them know you understand their point of view. One skill that does need practise is to let go of needing to be right. Conflict Resolution Conflict One of the purposes of conflict is to arrive at a resolution. Try not to judge them. This is a great way to take the wind out of someone's sails and ensure you don't get drawn into an insoluble argument. If you want to promote effective relationships. so if you avoid conflict. The earlier you can identify that there is a problem and intervene. Building bridges by making an offer can help enormously. this is one of the greatest communication key skills you can have is to be able to change what you want from a communication. the problem usually (though not always) gets worse. Needing to Be Right This is one area we all know about .the need to be right and in turn for the other person to be wrong.

the workplace can be a far better place to be if you consciously sprinkle your communication with positive feedback. most people respond well when they know that others are aware of what they do. Effective Listening and Responding You can have tremendous influence on a communication as the listener and the responder. This shows you're being attentive. Communication Skills Course Public Communication Skills Course (Click here for Tailored Communication Training) This one-day entry level Public Communication Skills Course provides participants with the opportunity to understand how communication works and how to communicate with confidence and flair. Notice when others do things well (even if it's part of their daily routine). When we get little or no response from the listener. Raise your awareness. Quite simply. Be Positive Use affirmation and encouragement to get the best out of people. though being direct and clear certainly helps. Commununication Skills courses are run by . There is no one attitude that's the 'right' one to have.Improving Communication Skills Be a Good Influence Attitude You can change the direction of a communication if you change your attitude. we often project our assumptions onto them about what they are thinking (and usually we assume they aren't thinking good things about us!). develop your skills and you'll be a role model for effective communication. The Importance of Basic Communication Skills What's most important is that you don't leave the business of communication to chance.

Jeremy Todd Anthony Etherton .looking at what affects the participants and how they might take more charge of situations. Everything we do is participative and interactive. Click here for our Conflict Management Course . There will be work in pairs. processes and exercises designed to stimulate.Customer Service Course .Tina Lamb .Liz McKechnie .Negotiation Skills Course . Communications dynamic . games and discussion which will give you skills to handle difficult and tricky situations and give you more choice in the way you communicate with others.Sara Jordan You'll look at what works about the way you communicate. They are also fun! What else would you like out of a communications skills course? A chance for our delegates to add anything they would like from the programme. small group work. challenge and develop people's knowledge and skills.One to One Communication Skills Training Communication Skills Course Objectives : * Understanding how communications work * Gaining active listening and responding skills * Seeing things from other points of view * Managing your assumption more effectively * Understanding your own strengths * How others may see you * Looking at body language * Increasing confidence * Difficult people or situations * Filling up your communications tool kit Communication Skills Course Programme Introduction We will share Impact Factory's underlying principles.Joe Britto . what gets in the way of you being a more effective communicator and then a raft of tools and techniques to help you be more adept and self-assured.Katherine Grice . The Communication Skills Course will be adapted and changed as we go along to better fit their needs. .Tom Bruno-Magdich . how we work and explain how we intend everyone gets the most value out of the communication skills course.Influencing and Negotiating Skills Course .Julie Wales .how it works This is an introduction to the dynamics of face-to-face communication skills . This is a practical day filled with exercises. games.

Vocal Tone and Communication We have a range of exercises which experiment with the effects of variations of tone. We 'unpick' all the elements that go into effective communication and explain to people how they can be more in charge of the communication dynamic. In particular. participants can see how they can do so consistently. From here. Each person will have the chance to identify their usual default style and also consider how their tone affects the way that they may be perceived. The premise being that if we know how to make our communications worse. Over the course of the communication skills day we will practice some do-able and positive approaches which may help us next time. What does your History have to do with Communication Skills? What makes us who we are inside and outside of work? What is our history or our form with particular sorts of people. identifying where it can go wrong. through body language and attitude. we may get to share one of our best communication skills exercises which offers everyone a failsafe way to deliver a clear key message. we will look at how to ensure that our history only gets in the way if we want it to. The day will be based around this key aim. From there we will practice ways to turn up and down different aspects of our natural communications style.It gives an overview of how communication works at its best. we will offer a range of communications tools and techniques that can really make a difference. to creating the first and the lasting impression we choose. . In unpicking how to achieve the tone you choose. How Words Communicate We have fun looking at ways to deliberately mangle our message and bury its meaning under waffle. with delegates being given the opportunity to practice and experience each section. particular subjects in particular scenarios? We will chew over those challenging situations and interactions that trip us up. Impact of Body Language on Communication We have a variety of exercises to demonstrate the power and control the listener has. From looking at the effect of our listening skills. Making ourselves consciously aware of our options means that we can remain on a front foot when it comes to communicating effectively. we can also see how to make them clearer. padding and jargon. tone and body language that might make a big difference next time. We will be looking for those small changes to our words.

. Its obvious. After exploring why and how it happens. Of equal importance is the effect of breaking natural physical boundaries. but what do we make of those who avoid looking at us directly or else those who seem to hold our gaze too long? We will discover what happens when we deny or intensify our eye contact in difficult communications.How Head Stuff affects Communication Skills What makes us who we are inside and outside of work and how does that impact on the sense we make of others and they of us? When was the last time you got something wrong? When were you last misunderstood? Mis-communication seems to happen most when we base what we do on assumptions. What does the Environment Communicate? Being aware that non-verbal factors may either help or hinder effective communication is vitally important. an interview or a difficult interaction? In reality there may be things about the environment that we can't necessarily change. we will look at what you can do about it. we will investigate how they too affect our communication skills far more than we might realise. like the choice of space. How far do those more subtle or not so subtle details swing things one way or the other? As well as the physical environment generally and the effect of rearranging the furniture or opening a window. in its widest sense. the colour of the walls or the temperature. symbols of status or the provision of simple or expensive refreshments affect a meeting. Being attentive to what is likely to cause a ripple means that we can be deliberate in our intentions. we will consider those other things that can make a difference. Geography and Communication What is the effect of being on your territory or theirs? We will look at how the familiarity of a place and where we are geographically can dictate who dances to whose tune. Certainly culture. perceptions and misconceptions rather than upon objective fact. During the communication skills course we'll play with the room and our participants will experience the effects of the physical changes they make. influences how our behaviour and words are perceived. Our intention will be to uncover what the most effective ways might be to approach the situation next time. Communication by Eye Contact One of our most vital communication skills is eye contact and its effect upon the communications dynamic. Back to assumptions again. but successful communicators are sensitive to the culture and geography of a place and can predict the effect of their words and behaviour. How does a family photo.

Communication Cycle

We will invite everyone to visualise how they believe communication works... or doesn't! In sharing our visions we will also see how complicated it all is and justify why we need to spend so long unpicking how it works. Remember we believe that mis-communication is normal for that very reason, its complex.
Communication Skills and Timing

How does it help or hinder us? When are the best and worst times for you? What about for those you want to speak with? We will have some fun looking at what happens when we don't consider if it's the right time to have that conversation.
Difficult Communication Situations

Throughout the day participants will have applied some of our exercises to their real life experiences. Where we have extra time we might also look to recreate communications when they were unsatisfied with the outcome. The idea is that we will draw upon any of the tools and techniques covered over the course of the day.
Working to Your Communication Strengths

Everyone will give a brief description of what they already do that they know works about them. They will then have chance to reflect upon how others see them through the feedback of others.
Communication Skills Course Support

The final exercise of the Communication Skills Course is for each delegate to devise a personal Plan of Action, identifying their personal take-out of the programme, where they know they will practise and areas for their development. Finally we have people identify what will stop them putting this into practise and what support they need to help themselves put the communication skills course work into practise.

The weekly column
Article 28, September 2000

The Soft Skills of Business English
By Dr Goeran Nieragden, Cologne
Abstract This article deals with the importance of the recent notion of soft skills for work-related language coaching, especially its role in Business English. It is argued that soft skills form not only a crucial and increasingly important topic in careers and career negotiations, but are also part and parcel of adult language tuition which tries to take seriously learners' (and teacher's) personalities. Both a number of general principles and concrete examples of making Soft Skills 'work' in the class-room are discussed.

What are soft skills? Not normally found on a CV, soft, or social skills are those personal values and interpersonal skills that determine a person's ability to fit into a particular structure, such as a project team, a rock group, or a company. The skills include personality traits like emotional maturity, eagerness to learn, and willingness to share and embrace new ideas. As regards the future of work, soft skills are fast becoming the deal breaker in many of today's hiring decisions. Executives, after all, are rarely measured according to how well they can re-iterate the technical specifications of their products and services, but rather on their ability to motivate an organization, to assess the performance of their staff, to make clear and well-balanced decisions, and, first and foremost, their ability to develop and communicate ideas and visions. A list of the most crucial skills would look something like the following: Interaction attitude awareness conflict handling co-operation diversity tolerance (n)etiquette interlocutor orientation teamwork willingness Self-Management compensation strategies decision making learning willingness self-assessment self-discipline self-marketing stress resistance

Communication delegating skills listening skills presentation skills Figure 1: Soft skills in four categories (1)

Organization problem solving systems thinking troubleshooting

Though the total of 20 skills is grouped under four headings they are, of course, all closely interrelated: 'Learning willingness', e.g., is difficult to manifest if your 'time management' does not work. And it is also true that soft skills are not exactly 'easy'; if they were, it would be easy to teach everybody to be a Managing Director. In what follows, I will try to show that soft skills are gaining in importance in two contexts which are relevant to English in Adult Education, in native, but even more in non-native contexts: DOING BUSINESS and DOING BUSINESS ENGLISH both feature soft or social skills as objects, effects, and prerequisities.

The skills are of growing importance in a world where business is marked by 'hot' buzzwords such as globalization; decentralisation; and lean management. Of course it is a truism that in real life soft and hard skills (such as subject competence, resource handling, and market knowledge) go hand in hand. Hence, the selection instrument of an 'Assessment Centre' is gaining in significance especially for high potential recruitment. Through its exercises in strategy development and strategy implementation, many companies and employment agencies argue, this two- to three-day intensive group performance session brings to light candidates' abilities in 'conflict handling', 'co-operation' and 'stress management'. Admittedly, a traditional job interview or an old-fashioned IQ-test hardly warrant these results. Thus, though it is certainly helpful to know what technical terms such as benchmarking, 'B2B' vs. 'B2C', business process re-engineering, customization, downsizing, outsourcing, and empowerment stand for, a mere word-list knowledge ignores the complex interpersonal problems these terms carry. If we want to teach learners of Business English how to deal with these problems interpersonally, soft skills handling is indispensable.

The Teachability of Soft Skills Though the skills would be difficult if not impossible to teach 'straightforwardly' in any course, teaching can create contextualized tasks, and thus provide skills-related learning experience. Collateral learning seems to be the key word here, that is, the notion of a learner learning more than merely the subject that he or she is studying at a given time. If 'attitude awareness' and 'problem solving' are what count in the future, then, ideally, teaching should have a share in attitude formation and comparison. A soft skills framework should permit Business English to emphasize the interpersonal forces of languageuse in a work-oriented context, and teachers should keep a sharp eye on the function of any language item which they want to highlight. In other words, they must teach the pragmatic force along with the words, evidenced, by textual (= structure-giving), propositional (= intention-determining) and interpersonal (= status-fixing) functions. Any mismatch of linguistic form and speaker's intention leads to confusion, annoyance and misunderstanding, that is, causes havoc: 'I'm not prepared to show my homework', e.g., can signal unwillingness, inability, criticism of unclear homework assignment, simple forgetting, and other things. Social Theorist Erving Goffman (1955) made that very clear with his theory of 'FACE' and its twofold workings: In human interaction, Goffman argues, people strive for a positive social value, i.e. the approval of others (= a positive face, PF), while at the same time they also want to avoid other people's impediment (= a negative face, NF). Criticism, negative comments and disapproval of an interlocutor's personality or performance usually endanger his/her PF; requests, offers and compliments may threaten his/her NF: An invitation to golf causes offence (for the inviting party) if refused, debt (for the invited party) if accepted. Thus, what we normally tend to think of as plain and straightforward communicative exchange, in fact is a very thin layer of ice on which successful skating can be dangerous. If we take some very ordinary English sentences like the ones in Figure 2, it is apparent that they are not harmless and ordinary at all if we consider what might be implied for the involved people's 'FACES': (2) SITUATION 1.Pointing at a colleague's desk: 2.On the way to the company car park: 3.On returning to your desk: 4.During a business meeting: 5.Knocking on a colleague's office door: 6.Asking a colleague in the canteen: 7.Sitting in a lecture theatre: Figure 2: Sentences as threats to interlocutors' 'face' UTTERANCE That mouse-pad does look funny! Do you have your mobile phone with you? I thought I put a cup of tea here. Is anybody else here cold? Are you busy right now? Isn't that Mr Lawson over there? Sorry, there's a lot of noise at this end.

These objectives. The flexible character of this concept is meant to go beyond older ones. Thus they will give the students a chance to start from their true personal vantage points.e. Some general guidelines to make the upper-intermediate to advanced English class more learner-centred will be suggested now. 226) This notion is closely related to the new standard of "ISSE (International Standard Spoken English)" which David Crystal (2000: 57) forecasts to emerge as the result of the increasing global use of and diversified influence on the language. trust and intimacy levels of the interlocutors.] A critical language pedagogy does not so much aim simply to produce competence in use of a standard language. should adapt to the constantly changing 'face' of English. not only as passive receivers. It is not only the language of business and international politics. He cannot be far from the truth. will not do when 'handling English aptly' rather than 'using English correctly' is at stake. a request for assistance and so on and so forth. This will of course remain the precondition of all attempts at soft and social skills. culturally diverse view of society. Carter wants language learning and teaching to (re-) start from scratch. learners in the new position do not experience themselves as voiceless. and keep in mind the cognition-based concept of 'KAL' (Knowledge About Language) which Ronald Carter has been promoting since the early 90s.. but . Moreover. Implications for Learning Phraseology. but rather as active discoverers. in short. in turn. manifest in topics like Negotiating with Foreign Business Partners. but also that of travel. involving them as far as possible in tasks of teacher-guided learning. teachers might start with a brainstorming session and elicit what students already know. as it so happens that English is an immensely (and increasingly?) flexible language. and subject to external authority. implement and realize their individual learning strategies..most significant . corresponds to neither variety. formal correctness and linguistic awareness. crammed with idiom and slang.3 Given these conditions.if we want to encourage our learners to take home 'more than Business English' from 'a lesson in Business English'. 1997: 9. English tuition should ideally proceed from linguistic competence => linguistic awareness => cultural awareness => cultural competence. in times of boundless globalization. Rather than teaching students only how to construct and employ phrases like these. as to enable learners to reflect on the kind of English they use and how far it allows them to express their own personal voice as language users. [. computer software and the music industry. Our syllabus will have to pursue complex aims besides those of planting words and structures in students' heads. total immersion or suggestopedia even. The objectives of this idea of teaching become visible as improving learners' active and passive knowledge of styles. prepare and set tasks that involve reflective assessment and active training of one or more of the soft skills. communicators and . but what this person is very likely to encounter (and to use) herself. not as the final word. But whichever way the 'basics' of structural grammar are brought to a learner. any accompanying material will then be taken not as a spoon. an allegation of stealing tea. such as grammaticality. the idea of 'FACE' is gaining particular importance in business contexts that involve cross-cultural aspects: In a business world where a German marketing officer is sent to Japan by her employer. it is certainly good to know about the main differences between British and American English. furthering their knowledge of the working mechanisms of business. the techniques of drill patterning. the sentences' challenges to the category of 'FACE'. and self-directed .creators of knowledge. Language coaching. in order to negotiate joint ventures for the emerging markets of Eastern Europe. in turn. ask for a learning process that is fundamentally social. vitally important though that is. Defying the Angry Customer or Serving International Markets. a Finnish telecommunication corporate. and encouraging them to set up. i. interactive. unusually hospitable to new words.These sentences turn into downright traps if understood as a demand for action. Ideally.and force-fed medicine. registers and functions of language items (4). sports and science. When venturing on a new topic. to acknowledge insight into the 'new view': "A view which recognises Englishes as well as English and which stresses variable rules accords with a multilingual. we must select. we should try to heighten their awareness of the inherent power relationship. lexis and collocation are of primary importance in this approach of which grammatical accuracy is no longer the be-all and end-all." (Carter.

two representatives of each of McGregor's theories (Y1: 'The entrepreneur'. comprise challenging and creative tasks. pros and cons. 'Which type would you (not) hire?' etc. enthusiasm. The second example stems from the very crucial. it seems a rather lonely task in class. an authentic job ad could be scrutinized as to which of these types .best fit the job description. should be pre-taught for a lesson which uses job ads as a trigger for more group-oriented exercises. as stimulators of HIGH POTENTIAL. concern the working conditions and environement. Referring to the well-known study The Human Side of Enterprise (1960) of American sociologist Douglas McGregor. 'hostile' viewpoints all the time. Y2: 'The leader'. or in mass and largely automated production than THEORY Y. or a CV. Practice. and frequently requested topic of 'The Job Market'/'The Application Process'. So any group of four advanced students could be assigned the roles of the CEO of a failed start-up-company under threat (also its founder and main shareholder). or in any case. i. personal responsibility.g. and is therefore easier to put into practice on the workshop floor. and the degree of job security. etc. the crucial difference between SATISFIERS and MOTIVATORS as determining factors of people's job performance: SATISFIERS. we could use the model which social psychologist Frederick Hertzberg puts forward in his study Work and the Nature of Man.. they should permit a variety of possible answers or solutions. In class.e. if we can get them to approximate the atmosphere in which talks about the takeover process are likely to be conducted. sense of failure. in short it assumes a psychological disposition to work within a framework of structures. Two short examples might help to outline possible ways of realizing insights from soft skills training in the class-room. the potential buyer (i. treats people as inherently self-motivated. flipcharts or whiteboards those aspects of a topic which they would most like to learn about. I think. In this way. (5) Similarly. we could then make further subclassifications by conceiving e.e. especially. salary negotiations. a lot has happened in teaching methodology since the days when PPP (Present. people are considered 'lazy' by nature. teachers confront students with real job ads and ask them to sketch an application. As we see. buy-outs financed by third parties. greed. the bank expert or financial organizer who backs the buyer's interest. possibilities for promotion. taking into account the other. disliking work. i. Tasks that are suitable for pairs or groups should tend to be open rather than closed. and ask them to balance rather than venture their arguments. X1: 'The team worker'. and. can lead to intense discussions or team listings and. A lesson model with the benefit of reducing TTT (Teacher Talking Time) and increasing STT (Student Talking Time) is shown in Figure 3. This. The first example is from the realm of 'Financial English' and could run like this: For the topic of 'Takeovers and Buy-Outs' we might begin with a list of relevant technical terms.. strategies. 'Which type is your boss/your spouse/your best friend?'. Obviously. by contrast. It is easy to see that some basic questions such as 'Which type do you think you are?'. especially in the case of 'leveraged buy-outs'. and for effective management.g. recognition by peers and seniors.as one of many possible options. the benefits. apart from the exchange of technical terms. is good for managing staff promotions. Produce) was the answer to all questions (6): . the 'white knight' (senior business expert or other company backing the threatened company's case). low vs. as guards of AVERAGE POTENTIAL. they should provide room for choice. Space and room-allocation permitting. model cases. Then. the wages. a cover letter. arguing their individual cases.e. But students will only experience the position-dependent forms of emotional involvement (e.e. high self-esteem. committed to their workplace. whereas MOTIVATORS. they transport respect for any student's individual attitude. Though this is certainly good training. the representative of the 'bigger fish' trying to 'swallow' the 'smaller' one). and in permanent need of supervision and control through a threats-and-rewards system. will put all of the soft skills to the test in unforeseen ways. THEORY Y. one could also ask students to write upon notice boards. willing to take responsibility and to make personal achievements. Very often. satisfaction of 'winning'). pride. These. THEORY X provides a high degree of certainty and plannability.the profiles of which should be established in class or in teams . i. we might outline his theory of two distinct types of work motivation and work performance: In what McGregor calls THEORY X. X2: 'The backroom worker'). and the subjective feeling of forming part of corporate culture. We could then ask students to prepare and simulate preliminary or final negotiations. however.

Receive confirmation or correction 3. encourage discussion Monitor groupwork Encourage exchange. I would like to hold. monitor writing Guide discussion. stimulate discussion Give solution on board or to groups Guide practice. But most of the training forms that focus on 'attitude awareness' and 'conflict handling' are probably not really 'cyberworthy'. student-centred lesson plan New Media and Soft Skills As regards the 'overkill' of media and new media development directed at the teaching professions. Even learners in internet-related fields. any teaching material's qualities in featuring any number of the soft skills is what should guide our selection. in most cases as supportive to personal teaching" (McGinn 2000: 60). this may now have changed to faxes and e-mails. Moreover. But is it the training that's critical or the interaction during the training? Now it might be replied that with the growing significance of 'e-commerce'. summarize findings Figure 3: Teacher-centred vs. or the dangers of 'striking a false note' have remained very much the same. I do not fear for the future of print-based and classroom-located teaching. however. Free practice (more expanded variations) 5. Also. say.S. preparation and employment.solve a number of logistic and organisational problems. if communication theorists are only halfway right in claiming that up to 70% of any information is communicated not via language. but they do not reach beyond that stage. Controlled practice (slight pattern variations) 4. 75% of all U. And though NEWSWEEK recently painted a glorious picture of the future of online-learning. self-managing and problem-solving skills: If. and can make word learning less tedious. are in need of communicative. the use of internet and e-mail will become standard features of business that we cannot afford to ignore when teaching people who will go on to do. Machines can do the drilling and controlling of drilled patterns. "[b]y the end of 2000. Elicitation of a pattern 3. listen. e-mail-controlled homework . So. but by other systems. Look. Repeat. discuss and write answers 6. such as personal appearance and body language. you often perform better. we are still a long way from the moment when personal teaching can be fully discarded. yet the obstacles to 'winning' your addressee for your ideas. Presentation of a pattern 2.or even teamwork-tasks . Written reinforcement EFFECTS ON LEARNERS Look. after all. Discuss as a class with teacher EFFECTS ON TEACHER Display pattern. It is certainly true that a well-produced CD-ROM can work miracles for the beginner's faltering steps towards listening comprehension.8 million.Traditional: TEACHER'S ACTIONS 1. vary. universities will offer online course work to a logged-on student body of about 5. Many of the greatest benefits of training. not least because their teachers would not embody these skills themselves if they were only 'cybereducators'. discuss and guess the point 2. memorise Repeat with whole class Repeat and vary in pairs Repeat with more variation in groups Repeat in writing Revised: LEARNERS' ACTIONS 1. 20 years ago students learned the conventions of business writing through letters and telexes. Exchange questions. discuss 4. Invent questions/exercises for other groups 5. When you come out of a training program. are unintentional. if understood as a common enterprise of both the teaching and learning personalities involved. or are already using 'e-commerce' in their jobs. instead of saying: 'Here's a new .

In short. You need a healthy ego to teach. Rather. multidimensional nature should be a careful.and when you 'walk your talk' (7).g.e. Conrad 1997. you need the soft skills. Conclusion For the teacher the framework of soft skills confirms the ideas that 'good English teachers will always remain diligent English learners' and also that 'students learn best from what their teachers enjoy teaching'. and by no means an empty vessel to be filled from outside): "Language is an immensely democratizing institution. and to pave ways towards (inter)cultural competence. and to re-think ideas that they had not questioned before. An authoritarian and teacher-dominated style of teaching will certainly not come to terms with the objective of conveying this armada of extra-linguistic skills through language teaching. their essential soft skills. obviously.piece of technology . and can'. Thus. situational problem solving. the usual. encouraging self-exploration. They must hold the balance between releasing tension.e. they should encourage them to think about old problems in new ways. and the willingness to continuously revise one's own sense of meaning. but quite urgently if you would like to teach them to others. enthusiasm. are the notion of holistic. and less of an instructor) and student (who is upgraded to a discussion partner and ideas generator.let's see which technology we can best apply to it'. patience and role-consciousness to do it well. but you also need to be strong enough to check it at the door. i. the traditional and the positivist. prepare them for the extra-linguistic demands that 'handling language aptly' via soft skills will undoubtedly put on them in their careers. it appears. You need competence and experience to do this job. in soft skills teaching we should steer a more relaxed course and begin with: 'Here is an educational need . Implications for Teaching A soft skills-centred agenda in Business English has to emphasize the personal. Leigh et alii. It is not a closed shop we want to provide access to. and providing both challenges and strategies. teachers should see those patterns which allow innovations and improvements for both the teaching and the learning process. teachers trigger off conversations even among groups of students who do not normally interact with each other. it must challenge the expected. will do justice to the newly-defined roles of both teacher (who becomes more of a facilitator. not only. but you need commitment. The two qualities inherent to all of the abovementioned requirements of teachers. the subjective and the constructivist. To re-iterate the old saying that 'Teachers are the ones who understand. situation-adopted combination of facilitative and authoritative contributions. we should try to do our best in achieving two results simultaneously that are vital in view of the ever-changing 'face' of English: to enhance our students' linguistic competence. are the qualities of intellectual and interaction stimulation: Teachers should get students to use reasoning and evidence. i. e. This should not be taken to mean that teachers let go of their right and duty to monitor and organize the goings-on in the classroom. Notes (1) This is a list comprising those skills that form the focus of a number of relevant recent sources.let's see if we can think of some way of using it'. Teaching 'interpersonal skills' is not about making yourself more powerful. Harrison et alii 1995. it is not a finalised book we have to work through and press home on the learners. Rather. convey a strong sense of mission . What counts in soft-skills-framing. is certainly not enough here. Ideally. To have learned a language is to have rights in it" (Crystal 2000: 56). in a class on Business Correspondence where future engineers and architects sit next to economists and IT specialists. And you will only earn their trust and respect when you know who you are. know. It is about making your students more powerful. Only a co-operative and learner-centred style. their 'interventions' especially in tasks of an open. it is assimilated from Campbell 1996. Murnane & Levy . 1998.

M." NEWSWEEK April 24: 58-64. does not like facing new challenges all too often. Wilson). Lindquist." Psychiatry 18: 213-231. E. servicing. looks forward to taking risks.' and 'sports coach'. clerical and secretarial work. Weiss and J. managerial and organisational work). Brown. military). Corporations and the World of Employment Training. Investigating English Discourse. Language. Leigh. For an interesting poll on recent images of teachers. D. enjoys a big audience or 'following'. the listed skills are those that are named most often by my own adult students of Business English in Germany. R. (Examples: civil service.R. McGregor. "On face-work: An Analysis of Ritual Elements in Social Interaction. D. and actively seeks new paths and manners. does not bear disagreement easily. ? Hollett. Washington.. Y2: confident in personal abilities. with minor alterations. 2000. The Human Side of Enterprise. who first brought my intention to the integrability of Goffman's work into the more recent notion of soft skills training. prefers to be in charge rather than to take orders and work to rule. 1960. Goffman. S. sets objectives. Douglas. and F. (3) This also surpasses older notions of a rudimentary and somehow simplified version of English as a means of international communication in business. library). Levy. but to permit the students to learn and to feed their curiosity in the subject and in people (Rogers 1983). 1997. or even timid. W. 1995. software marketing." English Teaching Professional 8: 18-19. "English . Discourse Analysis (D. wants success in fields that rate personal drive and 'congeniality' highly. Teaching the New Basic Skills: Principles for Educating Children to . we could argue that the teacher's primary tasks in this model would not be to instruct and control. D. Sperber. (2) My argument in this article owes a lot to Hollett (1998: 18). (7) Adopting the theory of the American educational psychologist Carl Rogers. Pragmatics (G. New York: McGraw-Hill. Crystal. (Examples: selling. Austin." Journal of Interactive Instruction Development 91: 19-21. (Examples: laboratory. Literacy and Literature. C. London: Routledge. characteristics: Y1: adventurous type who enjoys new challenges and is always 'on the go'.C. Conrad. McGinn. "Interactive Distance Learning and Job Support Strategies for Soft Skills.Which Way Know?" SPOTLIGHT 4/2000: 54-58. 1955. and deliberately stereotyped.L. might be tempted to 'pass the buck' to someone else in case of problems. "College Online. Burton. develops and decides on strategies to achieve them. D. X2: a little shy.A.A. B. (5) Some guidelines might be found in these rough. (6) This is taken.1996. but strives for co-operative solutions. Schiffrin). Washington.H. 1996. Weber and Mitchell (1996). Murnane. Hertzberg. D. V. ranging form 'actor' to 'sales rep. ESP (English for Specific Purposes). Soft Skills Training: Selected Programs. inventor. may have difficulty mixing with other people. ecommerce). (4) Established frameworks in linguistics might be successfully integrated into these attempts. Leech. "Effective Communication. F. 1996. (Examples: stock market dealing rooms. References Campbell. Levinson. J. Soft Skills: An Annotated Bibliography. 1997. Gant. DC: Joint Center for Political and Economic Studies. DC: Joint Center for Political and Economic Studies. or Relevance Theory (D. prefers to implement other people's plans rather than his/her own ones.J.. 2000. such as CCE (Common Core English). Prepared for the Annie Casey Foundation Seattle Conference. PEL (Polyethnic Englishes). 19? Work and the Nature of Man. Building Bridges: Community Development. G. G. research. R. In addition. J. 1998. Lee and M. Blakemore. 1998. such as Speech Act Theory (J. Carter. New York: The Ford Foundation. X1: works well with others but dislikes shouldering responsibility alone. or Working English. Yule).O. Harrison. from Rogers (1998: 29). Searle). but is good at a behind-the-scenes-job marked by routine tasks and regular duties.A. cf. D.

Albertus-Magnus-Platz. and idioms. Rogers. Correspondence: 57. insurance." Teaching and Teacher Education 12: 303-313. Coaching and Mentoring (using one) This article looks at finding and developing a useful relationship with a Coach or Mentor. Without actually using the word you can develop the ability to resist or sidestep being manoeuvred into doing something you really don't want to do. 1998.de Personal stuff This section contains articles. Dealing with Change and Change Management This is a helpful document for those of you Dealing With Change issues at home or in your work life. 1983. linguistics. Email: goeran. born 1965. New York: Merrill. and C. 50937 Cologne. 1996.Just how nice are you? This quiz will help you define whether you really are too nice for your own good. Rogers. however you can't just pop down the shop and buy it by the kilo. freelance teacher of Business English in a number of Rhineland companies (banking. Philosophy and Linguistics in Cologne and Southampton. Confidence Confidence is something we all could do with a little more of. Affiliation: English Seminar. . Assertiveness Skills . Phone/Fax: ++49/ (0)221/466 094. C. Day Lecturer in English Literature at the University of Cologne. engineering. 1992). fun processes and our take on lots of personal stuff. grammar. Mitchell. Germany.A. Has published books and articles on English literature. A. (Cologne. Freedom to Learn for the 80s. S.Thrive in a Changing Economy. studied English.nieragden@online. automotive industry). New York: Free Press. M. Dr. (Cologne. University of Cologne.The Art of Saying No This document outlines a practical approach Saying No. "Drawing ourselves into teaching: studying the images that shape and distort teacher education. 1995). Assertiveness Quiz . Goeran Nieragden August 2000 Biographical Note: Goeran (male) Nieragden. Scherfginstrasse. Weber. 50923 Cologne." English Teaching Professional 8: 29-30. "Up-front Feedback. (c) Dr. Germany. Reconnect with your real desires for 2006 and remember that Impact Factory is more than just work. phil. It tries to help you think about Change Management as something you can work with rather than be the victim of Impact Factory's Infamous Desire Pack Use with caution!! This could change your life (or at least make you think about it a lot).

'. This article examines ways of building a good self image and raising self-esteem. or would you shine as a team player? Take our 'Transforming Leadership Quiz' to find out! Loser Magnet with Relationships Jo Ellen Grzyb explores her own past as a 'loser magnet' with men and shares how she became less nice. Simplify Your Life The next article in Jo Ellen's series for Woman and Home magazine explores the idea of . Procrastination? .. Job Interview Skills . your self-esteem can be knocked back quite quickly and easily. Leadership Quiz Want to know if you've got what it takes to lead? Are you prepared to take the helm. Making Personal Development Personal A look at how to make Personal Development really about you. This article introduces ideas about what can be done to make yourself a more Effective Influencer. And if we have such busy lives (as we increasingly seem to have). Somehow always turns into 'Don’t do today (or even tomorrow) that which you could possibly put off till forever'. Public Speaking Article Public Speaking article based on an interview with Robin Chandler the founder of Impact Factory's presentation skills work written and published by Emma Pomfret. rather than someone else's idea of how you should develop.Going for a Job Hints and Interview Tips on CVs.. Interview Technique and Interview Advice. Motivation .Do it Now 'Don't put off until tomorrow.Going for It! Follow your dream . less magnetised and much happier. an art without which working in todays professional workplace is very difficult.Influencing Skills .How To Influence People Influencing Others is a skill. do we? Professional Personal Development and Training How to keep good Professional Development more about your Development rather than how other people would like you to be.so what are your dreams? And what is preventing you from realising them? Some ideas from Impact Factory on dreaming with feet still on the ground. Job Interview Questions. Self Esteem Training and Development Without a firm foundation of your own view of self worth. we don't really have time to procrastinate.

Therefore. never get to stand up for themselves. Only if you recognise it as a liability is it one.Just how nice are you? Impact Factory runs tailored Stress Management programmes We also run Open Assertiveness Training Courses and personalised One-to-One Executive Coaching for anyone who is interested in Assertiveness Issues Just how nice are you? Find the next available Open Assertiveness Skills course Just how nice are you? It is important for you to define where you find your behaviour beneficial and where you find it a liability. Assertiveness Quiz . See where you fit into the wide spectrum of our definition of nice behaviour. If you personally identify something as a problem then it is a problem for you. We are often too hasty to put a judgement on our actions: this is good or that is bad. remembering what (and who) is really important and streamlining your commitments. never have the experience of achieving a successful conclusion to a confrontation and then they end up feeling bad. This is a chance for you to self-assess the degree to which you modify your natural inclinations and to identify some of the feelings you get when you do modify your behaviour when you don't want to. For instance. avoiding conflict at any cost might be perfectly all right for some people and never cause them any problems at all.simplifying your life: stopping for breath. While for others. Below is a list of some of the things that adaptive people do. to declare that all overly nice behaviour is wrong would be a mistake on our part. avoiding conflict means they never get to disagree. We can't stress forcefully enough that none of the behaviours listed below are right or wrong. It will help you identify for yourself the areas where you find it difficult to be anything but accommodating and the areas where you feel you are in balance and have a say in the outcome of the transaction. . It may not be a problem for someone else.

This quiz is for you to determine where you have difficulties and what you can do to alleviate them. It is not to make a whole new set of rules about the correct way to run your lives! Here are our self-assessment questions. For example: "Is that all right with you?" Get asked to stay late at work or do work nobody else wants to do? Find it impossible to take the initiative at meetings? .?" Agree to things because they're expected of you? Go on holidays you don't want because everyone else wants to go there? Lend money and then are unable to ask for it back? Have friends that overstay their welcome? Seek confirmation when you make a suggestion.. Mark each question 1 for Never 2 for Occasionally 3 for Often 4 for Always Do you: Apologise even when you haven't done anything wrong? Ask for permission when getting permission is unnecessary? For instance: "Is it OK if I make a cup of tea?" Worry about what other people think.. even if you don't even know them? Find it impossible to say no? Smile when you are giving or receiving bad news? Believe people don't want to hear what you have to say? Ask redundant questions such as: "Can I ask a question?" or "Would it be all right if.

You may sometimes do things you'd rather not or mentally kick yourself for altering your behaviour when you wish you hadn't. going against the status quo and feeling comfortable doing so.? Feel you're not allowed to have an off day? Evaluating your responses: Manageable: If most of your answers are 1s and 2s ( Never or Occasionally). But in general. Borderline: If most of your answers are 2s and 3s (Occasionally and Often) then there are most likely some areas in your life that don't work as well as you'd like and where things feel like they are in someone else's control. niceness doesn't rule your life. but it exerts a fairly strong influence on it and you'd like to be able to readjust those parts of it that are stopping you feeling truly comfortable with yourself. then you probably are a good judge of the appropriate behaviour for the appropriate situation. . personal stereo. It would be useful for you to fine-tune those few uncomfortable areas of your life you'd like to be more in charge of. getting what you want. etc. You may feel that your life is made up of contradictions: at times you have no problems sticking up for yourself. and then there will be other times when you buckle under. You don't edit your thoughts and actions to such a degree that you diminish yourself. your life probably works the way you'd like it to. You are well integrated. feel paralysed to do anything and/or get angry without voicing your feelings. For you. You're not afraid of being disliked because you know it's impossible for everyone to like everyone and therefore it is unlikely you feel compelled to alter your behaviour to make others happy. which means that your inner and outer worlds match.Find yourself saying "Whatever you want to do is fine with me" when someone asks you what you want to do? Wait to be offered a raise instead of asking for one? Eat food you don't like rather than send it back? Put up with unwanted noise rather than ask someone to stop using their mobile phone.

thank goodness! Instead we look at how to be less accommodating and set clearer boundaries for others. You know you feel compromised and let down a lot of the time. Your level of compassion for yourself is often nil and you imagine other people think you're pathetic as well. Assertiveness Skills courses are run by Tina Lamb . anxious.Julie Wales It's not possible to turn a gentle soul into Anne Robinson . which will leave the participants feeling more confident in their ability to handle others. Problematic: If most of your answers are 3s and 4s (Often and Always).Katherine Grice .Doug Osborne Sara Jordan . it will be the contradictions which are most puzzling.Interview Skills Evening Course . that's it's silly or pathetic and that you ought to pull yourself together. This is a practical assertiveness training course. then you already know how serious this is for you. Click here for our Body Language Course . and feeling better about themselves. you really do believe these rules are in other people's control. Not only that. You play the game of life by rules you've made up. The idea is to feel better about saying 'no' without having to change who you are. Your head says "No" but your mouth says "Yes". You are probably a people-pleaser because you fear that not pleasing could somehow land you in a great deal of trouble.Since you know there are times when you can affect the outcome of tricky situations in your favour and other times when you seem completely powerless to change anything.Interview . Assertiveness Training Course Public Assertiveness Skills Course (Click here for Tailored Assertiveness Training) This one-day public course is designed to explore and understand issues around assertiveness. frustrated and worried. unsure. You're afraid of offending and you continually adapt your behaviour to what you think other people want. And then you think you ought not to feel bad. You feel bad a lot of the time: uneasy.

. It helps people begin to see how a change of behaviour can be an easy. They demonstrate that it isn't always necessary to be assertive in order to get your message across. It is particularly useful for people who have a hard (if not impossible) time saying 'No'.One to One Assertiveness Training Assertiveness Skills Course Objectives * Dealing with delegate's own feelings * Setting boundaries for others * Presenting clear messages * Closing conversations * Gaining increased confidence * Tools you know you can use * Handling difficult people and situations * Practising The Art of Saying No * Moving awkward situations forward * Managing conflict Assertiveness Skills Course Programme Assertiveness and your Feelings This assertiveness exercise specifically recreates the feelings that people have when they have to do something they find particularly difficult. We look at the reasons for conflict and ways to build bridges between people. in order to change the outcome of the interaction.Stress Management Course .Personal Impact Course . Participants learn to lower and raise their status depending upon the situations they are in. Assumptions get in the way of being Assertive Here we help identify the assumptions individual participants make about other people and look at how that can affect how any communication then happens. For instance what happens to them when they are in an uncomfortable or new situation. rather than hierarchical status. Assertiveness and Conflict These are two assertiveness exercises which deal with conflict resolution and defusing potential arguments. unassertive way of not getting involved in other people's agendas. Setting Assertive Boundaries This section of the assertiveness course deals with personal space boundaries as well as internal issues that people would rather not talk about. Holding an Assertive Status This set of assertiveness exercises looks at situational.Skills Training Course . We then look at the ingrained behaviours associated with those feelings. It's particularly useful for people who have a hard time setting priorities because of other people's demands.

The Language of Assertiveness

Language is one of the most powerful tools we have for conveying overt or covert messages, or ones we didn't intend. We look here at the phrases, words, clichés and axioms accommodating people use to apologise, justify and defend themselves and generally use to pad out what they are saying rather than get to the point.
Assertive and un-assertive Patterns

This exercise is designed to demonstrate to delegates that even when offered wider latitude in choices of behaviour, we will revert to type and do what we normally do.
Assertiveness Behaviour Model

We use a visual model to explain assertive behaviour and unassertive behaviour that is too accommodating and what happens to people under stress.
The Art of Saying 'No' and other Useful Assertiveness Tools

Using material already identified by the delegates we will look at some of their more common difficult assertiveness situations and people to see what other choices they could make to create a different outcome.
Assertiveness Support

The final exercise of the Assertiveness Skills Course is for each delegate to devise a personal Plan of Action, identifying their personal take-out of the programme, where they know they will practise and areas for development. Finally we have people identify what will stop them putting this into practise and what support they need to help themselves put the Assertiveness Skills Course work into practise.



Find the next available Open Assertiveness Skills Course
What a wimp!

That's what it feels like. You're a wimp if you feel like you have no confidence or selfesteem. People will walk all over you, take advantage or just ignore you. You'll be the last one picked for the volley ball team and certainly you won't be trusted to make the big presentation in front of your company's major new client.

Then the cycle goes on. You try something and fail and get humiliated, so it makes it harder to try again. Because you don't try, even thinking about it feels impossible. That, of course, gives you a whole lot more inventive an arsenal with which to beat yourself up.
Boy, you really are a wimp!

As the cartoon on the front cover says, 'It's easy'. Just entirely change who you are. Because that's also what it feels like; that you'd have to change everything about yourself in order to feel like tackling the world's challenges.
Doesn't all that sound just awful?

When you lose confidence it can genuinely feel awful, and for many as though there is nothing you can do about it. We've heard over and over again, "If I could just get some more confidence." It's as though we want to walk into a shop and buy a pound of confidence please (or should we say 500 grams). We know that there are times when you feel you could do anything, conquer any fear, take on any project, deal with any problem. Those are the good times!
It's the difficult or tricky situations that erode confidence.

We also know that though confidence may take a while to build, it can be undermined or lost in a nanosecond. All it takes is to feel wrong-footed, tripped up, embarrassed and you'll feel demoralised, deskilled and at a loss. It only takes one episode where you feel humiliated or were 'caught napping' or weren't sure what to do next, and the whole wall of confidence cards comes tumbling down. Wouldn't it be great if we could just avoid those situations? Well, you'd need to lock yourself in a room to do that and then, of course, you'd be left with yourself, and we already know that people with low self-esteem are particularly good at making matters worse by the things they tell themselves. Depressed enough, yet? Never fear - the good stuff follows.

What trips you up and what doesn't?

There will be some situations that undermine your confidence more than others. Take a piece of paper and divide the page in two. On the left side make a list of the areas where you know you feel more confident. Look at the list of things you do well as your starting point. If you know you're a good listener, for example, you probably feel relatively confident when you take on the listening role.

On the other side of the paper make a list of the places and situations where you don’t feel confident. Meeting new people, giving a presentation, defending a decision, challenging someone further up the food chain than you, etc. Now do a confidence inventory. What do you have on the left hand side of the paper that you could 'borrow' to use in the right hand side? Let's say you don't feel very confident meeting new people, but you do feel confident as a good listener. Combine the two by 'featuring' your listening skills when you meet someone new. People love to talk about themselves, so you only need a good opening question (see below under The Practise Cycle) and they'll be off. Then you can listen to your heart's content because you know you're good at it, only having to interject the occasional comment to keep them going. There will be plenty of other places where you can borrow one skill to help you overcome a deficit in another. If you can get your head around this idea, you can become a whole lot more confident much more quickly than you think. Not only that, if you look at the places where you do shine and feel good, make sure you put yourself into those situations more often. If you're good at riding a bike, go on more bike rides. Simplistic we know, but it's another small thing that really does work. There's also nothing wrong with every once in a while deliberately avoiding those situations that do trip you up. There's nothing so confidence-undermining as putting yourself in situations where you know you're vulnerable. So take a holiday from it if at all possible when you're having a bad hair day. You'll have given yourself a break and will feel stronger to enter the fray when you choose.

The Practise Cycle

We've already commented right at the beginning that there's the undermining cycle of feeling unsure, getting humiliated, being less sure about trying something out and then dribbling away to not trying at all. Of course, we know we're being a bit extreme here. We know it isn't always like that. Everyone has some areas of their life where they're really confident, or at least confident enough. This is when those lists of qualities and skills come in when we look at the Practise Cycle. This is how it works: when you feel confident, you'll try new things, and the more you try the better you'll get. Like public speaking, for instance. Any good presenter will tell you that the more they get out there in front of an audience, the more confident they feel about handling whatever happens. NOT that they feel less nervous (some people, no matter how practised they are, ever get over being nervous), just that they know what to expect and also feel able to deal with the unexpected. If they get wrong-footed they have enough belief in their skills to get themselves upright again.

Now if you take that example and look at the areas of your life where you don't feel confident. All of us have the choice: we can either let our fears (and other people) run the show. see if you can identify the simple.How To Influence People Impact Factory runs tailored Influencing Skills Courses and Open Influencing Skills courses for anyone who wants to develop better Influencing Skills . Yah yah we know it can feel false and embarrassing. And don't practise where the stakes are highest. To prepare for this situation you can make a list of opening gambits that you can try out. where the spotlight isn't on you. don't throw yourself in the deep end. the paddling pool will do. If you have to have a difficult conversation. someone gave us some very wise words: "confidence is when the need to 'do' outweighs the need 'not to do'".real chicken and egg. for instance. when we were bemoaning the absence of confidence. unthreatening places where you could practise.But you won't try new things unless you're feeling confident . Whatever you choose. or we can choose to build our confidence by practising every chance we get. Where do you begin? The one and only place you can begin is to practise. Like meeting new people. don't start practising in front of a group: all your fears and concerns will simply multiply. Influencing Skills . Whatever the situation is you can prepare for at least some of the eventualities. Practise where no one will necessarily notice. Practise lots. Alongside practise goes preparation. then practise in front of a trusted friend. Practise in front of the mirror first. To Sum Up Years ago. take some time before hand to write out the main points you want to get across (this is the preparation bit). but practising with an audience of one who's on your side is a whole lot better than going into the lion's den of an audience you think isn't. We'll go back to our public speaking example. where feeling a bit foolish won't undermine you. If you feel you have zero confidence speaking in front of a group. More than once. The shallow end will do.

Pushing. communication. Truly excellent influencing skills require a healthy combination of interpersonal. places. An interesting point about people who use their influencing skills well. but that isn't really influencing. So what about the specifics in the workplace? Your job requires you to influence people just about all of the time. It is about adapting and modifying your personal style when you become aware of the affect you are having on other people. all of us. It's because they don't sit around wishing things were different while moaning there's nothing they can do about it. . bullying. but everything. is a factor when influencing people. You might even succeed in getting things done. And we are. often against their will. people will remember the experience. persuading other people to become your champions. being an excellent influencer makes your job easier. Whatever form it takes. You won't have succeeded in winning support. presentation and assertiveness techniques. bludgeoning or haranguing DO NOT WORK! Like elephants. They see what needs doing and set about getting it done. while still being true to yourself. Everything. is that other people like being around them. creating relationships.Influencing Skills Find the next available Open Influencing Course Influencing Skills There is no right way. inspiring others. engaging someone's imagination. influenced by people. There's a kind of exciting buzz. That's forcing people to do what you want. Behaviour and attitude change are what's important. Sometimes we are affected more or less by these things. They don't sit around blaming others or complaining about what needs fixing that will make things better. You may try to exert your influence through coercion and manipulation. events and situations at all times. It may take the form of gaining support. but we are continually being influenced by what happens around us. not changing who you are or how you feel and think. or sense that things happen when they're about. nor is there only one way to influence others.

perception is reality. often unconsciously. then the impression that person is left with is how they will see you forever. But if that behaviour change is deliberate. Now what we know is that one of the most powerful forces that affect people's behaviour is the avoidance of humiliation. and you have made an effort to see the world from the other person's point of view. Influencing can sometimes be looked at as the ability to 'finesse'. In other words. then it doesn't exist. the primary relationship is two way.if it isn't perceived by the other person. that you don't think of how it is being received. Influencing is about being able to move things forward. and it is about changing how others perceive you. if you force someone to do something you want. Though it can. No one wants to embarrass themselves if they can help it. unless you deliberately change what you do in order to be seen differently. the cliché. almost sleight of hand. Sometimes you can get so used to your own personal style or way of being or pattern of communicating. then humiliation can be avoided on both sides. And that's about being able to see what's going on for them. The other person isn't prodded into seeing your view of the world. which will be different. the brilliance is wasted. You could be doing the most brilliant presentation you've ever created. but if you haven't brought your 'audience' with you. They may even end up doing or agreeing to something they wouldn't previously have done because they feel good about making the choice. So changing your behaviour entails a certain risk. without pushing. Influencing is about understanding yourself and the effect or impact you have on others. and you don't think of behaving in any other way. People are far more willing to come halfway (or more) if they feel acknowledged. makes perfect sense in the context of influencing. understood and appreciated.Indeed. but is persuaded. into understanding it. on occasion. . forcing or telling others what to do. other than in your mind. without taking their point of view into consideration. It doesn't matter what's going on internally for you . however much you may have in common. be one way. You're stuck with it.

Whatever the arena you work in influencing others is about having the confidence and willingness to use yourself to make things happen. Influencing people is also the ability to 'work' a dynamic, whether it's a large group, one to one or over the phone. By 'working' the dynamic, we mean using everything at your disposal, both verbal and non-verbal communication, to create the impact you want, rather than letting things just happen.

Influencing and Negotiating Skills Course

Public Influencing and Negotiating Skills Course

(Click here for Tailored Influencing or Negotiation Training) This one-day Public Influencing and Negotiating Skills Course looks at Influencing and Negotiation as skills that work differently for each individual. Influencing and Negotiation courses are run by Tina Lamb - Katherine Grice - Liz McKechnie Bronia Szczygiel - Trixie Rawlinson - Jeremy Todd Let's face it there are times when all of us need to get other people to see things slightly differently, or to get them to do something we need them to do. There are also times when we need to negotiate conditions, timings or price and here it can be vital to be able to get what you want. Most people's jobs require them to influence other people a lot of the time. The best influencers have good interpersonal and communication skills and an ability to get other people to want to give their support. The best negotiators are subtle, fair and know what to give away, when to make demands and how to compensate when there are difficulties. Click here for our Conflict Management Course - Customer Service Course Communication Skills Course - Negotiation Skills Course - One to One Influcencing and Negotiation Skills Training
Influencing and Negotiating Course Objectives:

* Expanding your sphere of influence * Compensation rather than compromise * Personal Negotiation strategy * Making impactful briefings * Creating the right first impression * Using pressure rather than coercion * Seeing the other point of view * Using status to stay in charge

* Knowing what to give away * Creating a circle of champions * Understanding group dynamics * Giving positive feedback * Making "weaknesses" work for you
Influencing and Negotiating Course Programme Icebreaker

Introduction by Impact Factory on our style of working Delegate Input Here delegates will be asked what they specifically would like from the programme. We will let people know that the workshop is adaptable to their specific needs.
Setting the Influencing and Negotiating Scene

Who do you have to influence? Where and with whom do you have to negotiate? What currently happens?
Influencing Definition

Building on their preparation, delegates define influencing in small groups. This moves into a discussion on how people are influenced.
Types of Influencing and Negotiation

A very brief look at different influencing arenas and types of negotiations people may find themselves in.
Influencing and Communication Dynamics

What skills and qualities does a good influencer need? How can we use aspects of the dynamics of communication to increase the choices people have around influencing. Here we will also introduce the idea of covert vs overt influencing and negotiation.
The View from the Other Side

A key piece of work that uses a series of visuals to explore the idea that everyone sees the world differently. Not only does everyone see it differently, they think their view is the right one, and can't understand why someone does something that in a different way to them - it can feel completely alien and why would anyone want to do that? The real skill is being able to see a problem from someone else's vantage point and deal with it from that place. Taking the time to see a situation from someone else's view gives us a great deal of information that we can use to influence them effectively and is much quicker than trying to convince the other person that you're right and they are wrong.

Bridge Building This simple listening and responding exercise can have a powerful outcome. We examining the use of agreement, but not compromise, to diffuse conflict and 'charged' situations, and to move things forward. This exercise builds on the View from the Other Side work.
Influence By Numbers

This is quite simply the best exercise we have ever created where we look at what we call 'situational status' rather than hierarchical status. We demonstrate how to deliberately raise and lower your status to stay in charge of and/or to influence a situation. This can affect the outcome of conversations, meetings and negotiations, whether face to face or on the phone.
30 Second Influencer

This is a model which gets a message over clearly and concisely and is particularly useful if there is the tendency to increase the amount of words as the level of personal discomfort increases. I Noticed That... A simple model that's useful in trying to pre-empt difficulties or bring a tricky situation to someone's attention in a neutral, non-judgemental way. Blame Vs Effect We look at two approaches and the knee jerk reactions that are commonly caused by blame and how concentrating on the effect of something that has (or hasn't) been done can avoids this and so allows situations to move forward. Attitude This is a quick exercise that looks at how changing your attitude can have a significant impact on how people respond to you. The Art of Effective Messages Here we look at delivering effective messages and at taking charge of the influencing arena by communicating clear surface and underlying messages.
Negotiation Rules

On flip charts, each person to list what rules they follow. Which work best? Which could actually get in the way? Why?

Difficult Styles and Situations Here delegates work on the personality styles that they find difficult to influence or negotiate with and we will look at delegates' own individual situations and give them the opportunity to practise all the techniques covered in the day. Coaching and Mentoring Course Coaching and Mentoring Skills for the Workplace (Click here for Tailored Executive Coaching) This one-day Public Coaching and Mentoring Skills Course is for people wishing to . Influencing and Negotiating Personal Take Out Each person will have an opportunity to say What they are taking away from the Influencing and Negotiation Course What specifically they know they will use Where they will practise Influencing and Negotiating Final Handouts Documents: Influencing with Flair Negotiation Web cards These cards give details of access to our extensive library of helpful documents. Personal Influencing Style Each delegate will identify their own influencing strengths and qualities and then receive positive feedback from their fellow course participants on what they perceive as their strengths and /or what they have seen them do that works for them.Where do you consider yourself weak or vulnerable when negotiating? Outline a strategy that utilises the most effective rules you have. Negotiation Tricks Here we explore a variety of negotiation techniques to suit individual styles and situations.

Joe Britto . This course helps you find ways to hand the issues back to the person and encourage them find the solutions for themselves.you will probably have to use coaching skills as part of your everyday communication. One size doesn't fit all. This isn't exclusive to people in management positions. . It's not enough to tell people what you want them to do and expect they'll do it.Graham Bennett It aims to give participants a clear insight and understanding into the dynamics that happen between people when they work one-to-one. Coaching and Mentoring courses are run by Bronia Szczygiel .Trixie Rawlinson .One to One Training Coaching and Mentoring Course Objectives: * Provide highly effective coaching skills you can put into practise immediately * Listening and responding skills * Motivating and guiding * Giving effective feedback * Dealing with confidence issues * Assisting with professional and personal development Coaching and Mentoring Programme One size doesn't fit all Increasingly people are being asked to use coaching skills when managing their workplace relationships.develop their coaching or mentoring skills at any level of business. we are aiming to provide you with some highly effective coaching skills you will be able to put into practise immediately. We aren't aiming to teach you how to become a fully accredited coach. This is true whether you are a manager or someone working alongside peers . The temptation when coaching or mentoring someone is to provide the solution to their problem or difficulty. but to just about anyone who works with others. you need to be able to understand what it takes to get the best out of each individual. Benefits of these new tools and techniques These tools and techniques will be useful whether you are asking someone: to take on a new task Following up when someone hasn't done what you've asked Working with a colleague who may be at odds with your approach Handling conflict between colleagues or between yourself and someone else Ensuring goals are met Helping and supporting when someone is struggling or having a difficult time. Click here for our Train the Trainer Course .

To assist in professional development . Positive and Empowering Attitudes .carrying out specific tasks or activities Facilitation .To create opportunities for the mentee (or learner) to practice their new skills Counselling .To refer the mentee (learner) to others when the mentor's experience is insufficient Participants will further develop these roles. What do you think it is? Why have it? Are there any rules around coaching/mentoring? What are the pluses? The pitfalls? What are you looking to achieve with a coaching/mentoring programme? Discussion on 'You as a Role Model' The Roles of a Coach and Mentor Some suggested roles of a mentor are: Coaching . Success depends on this attitude being present. learning to use coaching skills requires a bit of practise but even in the short term will produce excellent results. What roles do they currently play and where do they need to develop? Skills Needed For Effective Coaching and Mentoring Building Relationships. .To help the mentee (learner) to explore the consequences of potential decisions Networking . Confidentiality . Building Confidence .Wanting the mentee to succeed requires a generous and positive spirit.Catch people doing things right and praise and acknowledge their actions and achievements Effective Feedback . Why Coaching and Mentoring? Discussion on the advantages of coaching/mentoring as a tool in business.Relationships that provide backbone to a good coaching/mentoring relationship are built on trust and mutual cooperation. as they are perceived within your company.In short.Agreements need to be established as to confidentiality within the relationship.Giving and receiving feedback is a skill that can make or break the relationship. Establishing these agreements from the start will helps establish a relationship of trust and facilitate the mentoring process for both parties.

Emotion vs Objectivity An advanced listening skill that is crucial to give mentor's objectivity in being able to separate emotion from fact. This skill is great for moving things forward. only those that are determined to be useful for the group.The rest of the day will be about developing skills and hints and tips for the group in relation to the four main areas mentioned and in accordance with the perceived needs of the group. Building Confidence as a Coach or Mentor These exercises help with a whole variety of issues: Gaining confidence Feeling and behaving as a Coach/Mentor Communicating upwards and downwards Not being manipulated Setting clear boundaries for others Understanding Feedback as a Coach or Mentor What is it feeding? Feedback often says more about the person giving the feedback than the person receiving it .an examination of the dynamics of communication as it relates to the mentor and the mentee Impact of body language A simple exercise to demonstrate the power and control the listener has. Building a Coaching or Mentoring Relationship Dynamics of Communication What happens in face to face communication . . through body language and attitude. Not all of these will be done.WE will tend to notice things that are not working in accordance with our own belief system and idea of what is 'right' or 'wrong. Conflict Defuser A tool to calm down difficult confrontations. A Movable Feast of Coaching and Mentoring Exercises There will now be a series of pairs exercises with a variety of tools and techniques people can use as mentors/coaches.' Awareness of what you are feeding and why is the key to being an effective mentor. Keeping good Coaching and Mentoring Boundaries An exercise to develop a crucial skill in a mentoring relationship: how to spot when you have overstepped the mentee's boundaries and they haven't told you.

and making the training room a really fun and expanding place to be.Blame vs Effective Behaviour Understanding the difference in using You. Our approach to trainer training is about enlivening. some difficult. .Christopher Heimann It can feel really daunting standing up in front of others as the 'expert'. People expect a lot when they go on a course.Tina Lamb Liz McKechnie . Spending two days with us will keep you awake . This exercise looks at the styles people find most difficult to work with and what they can do to make it easier for themselves. giving them simple usable skills. inspiring and motivating the people who work with us. This looks at ways to hand the issue back to the person and help them find the solution for themselves. Train the Trainer courses are run by Graham Bennett . Personal Coach .guaranteed. Helping your Mentee choose what to do next The temptation when mentoring someone is often to provide the solution to their problem or difficulty. I or We statements in order to get away from blame and making someone wrong. Coaching and Mentoring Styles Everyone has a different style of communicating. and a 'run of the mill' training puts people to sleep. Some we find easy to work with. This helps people get to a place where mutual solution-finding is created.Julie Wales .Mentor's Declaration and What's Next What do you know you will be bringing into the Coaching and Mentoring arena? What do you want to do next .Trixie Rawlinson . Coaching and Mentoring Hints and Tips Hints and tips to provide guidelines and best practise for mentors.Buddy up with each other? Support Group? How do you want to take your learning forward? Train The Trainer Course Public Train The Trainer Course (Click here for Tailored Trainer Training) Impact Factory's flagship two day Public Train The Trainer Course is suitable for all levels of training professional.

Seeing Discover your ability to actually see what's going on in the room 'Removing' yourself from proceedings Knowing your own behaviour A look at patterns and beliefs Realising that everyone sees things differently Seeing and dealing with sudden changes within your training environment Recognising and dealing with potentially undermining situations An opportunity to play out or rehearse specific scenarios Designing a Training . you will be able to make it work. Impact Factory's Train The Trainer Training is interactive. Click here for our Coaching and Mentoring Course . the confidence to know that whatever is thrown at you. we build confidence. financial planning. insightful. Nothing 'run of the mill' about us.Running the room effectively and using your Personal Style Understanding group dynamics Identifying your personal training style and staying true to it Working the room Turning the volume up and down Setting the tone Using anecdotes and personal stories to exemplify your training work Knowing how to treat those in the room Animation .you need to be well prepared and able to handle whatever happens in the training room with panache. flair and professionalism. refreshing and fun. interpersonal skills. Two day Train the Trainer Training Programme: Day one .knowing when to turn it up and down Dealing with difficult participants and situations Train The Trainer Training Day Two .One to One Training Train The Trainer Course Objectives: * Adapt your style and material to suit the situation * Work with difficult situations and people * Change tack quickly and without fuss * Meet people's needs and expectations * Handle your delegates' anxieties and nervousness * Surprise your participants and yourself * Make learning and development exciting and creative Most of all.sales.No matter what kind of training you do . IT skills. commercial awareness. shop floor skills .

friends. This is because there's an awful lot of talk about personal development and for some people. which will give them access to our extensive e-library of useful documents. And here are a few reasons why: . colleagues. Do I have to change everything about me? Won't it be painful and emotionally wrenching? Do I have to change everything about me? I'll lose my friends if I change too much.Wrap up and review Final Train the Trainer Handouts All delegates will be issued with relevant hand-outs to remind them of the Train the Trainer Course work. Often when we become adults. how we think and behave and what the nature of our emotional selves is. we're pretty much set in who we are. it should be a natural evolution of who you already are. learn new skills. It shouldn't be wrenching. And myths they are if you look at the gentler. Although Impact Factory primarily works with people in the workplace. a relationship (or not). have a job. but we're just going to take a little side step here to talk about the broader issue of Personal Development. you don't need to have an 'epiphany' and change your ways forever. the issues surrounding personal development are the same in any area of your life. more humane way to approach personal development. not a tearing apart and a putting back together again. Making Personal Development Personal Making Personal Development Personal Find the next available Open Personal Impact Course Professional Personal Development We've written before about Impact Factory's brand of Professional Personal Development (Professional Personal Development What is it?). Personal Development can sometimes seem like a pretty daunting 'task' rather than something to be desired or pursued. Common myths. including our memorable visual cue cards. they're not quite sure how it relates to them. Delegates will also be able to take away Impact Factory web cards.

At Impact Factory we address the fact that at times (more often than not) uncomfortable feelings will make it difficult. when decisions need to be made quickly. People will make incorrect assumptions and then act on them. That vital mechanism is within us all: under threat we will react without conscious thought in order to survive. Feelings can make you shy away from handling tricky situations from saying no to Christmas dinner with the parents to asking for a raise or communicating more honestly with a colleague. to being intimidated by a particular person who seems to wrong-foot you all the time. when things aren't working as you would wish. What they have always done may not . at times.the most appropriate choice to make. when there's no pressure. Feelings that can get in the way of effectiveness can be anything from nervousness about presenting. They will not have the time. and trying to learn new things without that essential acknowledgement usually means the learning won't stick. It can mean that people will avoid conflict and back down from useful confrontation where differences could get resolved. Most people know how they would like to behave. Otherwise. to fear of humiliation for saying something stupid. without well-developed people skills. In normal circumstances. That's not personal development. However. to create the outcome you want. they are usually driven by their feelings. so teaching the 'how to' is not at issue here. when others become more demanding. It is how the species has survived: when a mastodon came into view. When people revert to type. Reverting to type can also mean avoiding getting support from others because you feel you have to do everything yourself. most people under stress will behave as they always have. people didn't take time to ponder their options. everyone knows how they would like to deal with things differently. if not impossible. they acted immediately.Reverting to type and dealing with the feelings What is very clear to anyone that works with people is that under pressure. people will 'revert to type'.often is not . but it seems to be the only one available to them at the time. and it will usually be feelings that get in the way of being able to change behaviour constructively. nor will they make the time to weigh and measure their options. . It is in hindsight that other options become clear. pressurised communication in all areas of our lives can look like bullying or blaming where it's easier to accuse or order someone around rather than encourage. However. people are trying to cope with new information and new techniques without acknowledging that their emotions can. stop them making any change whatsoever. What they will do is react to the current situation and do what they've always done to get a speedy result. People cannot help reverting to type.

You can have a good moan. rather than looking to change everything about a person. but nothing changes. "If my sister wasn't so stubborn.Changing yourself to change others We hear over and over again in people's personal and work lives that things would be much better if only someone else would change the way they do things. tweaks. changing the way you speak to others. but easily manageable. That's' how true personal development needs to happen: not massive life-changing upheaval. textbook scenarios they then have to 'act out'. not about becoming someone you'll never be! Real life. We know that if you spend time learning and developing new skills on a course there needs to be a realistic bridge between the workshop room and real life. everyday situations that people encounter on the job or in their personal lives. not make believe Here's one way that we do that: we use real-life. Striving for small but effective changes rather than complete transformation." "My job would be easier if only my secretary was more efficient. These are the things you'll be able to remember in the heat of a difficult situation. to have fun doing them and to experience enough small wins as you practise them. we are looking for simple changes. rather than giving people made up. adjustments. if only they would start treating me like an adult. Therefore. We believe that the way forward is to find a few things that you know you'll be able to do. You will revert to a new type that feels familiar because it's developed from who you already are. the solution seems to rest with someone else. Changing what you do. small alterations. Working with real issues helps people recognise and understand their feelings rather than ignoring them or wishing they would go away. When we work with people's personal development on our workshops we make it easy and enjoyable and filled with variety. that attitude puts all the power and influence into someone else's hands and leaves us feeling impotent and often inadequate. When we talk about change. so that there is 'something for everyone'. . incremental changes that don't require you to change everything about yourself (or expect everyone else to change as well). won't necessarily work for others. changing your attitude towards recurring difficulties will change the normally predictable outcome. What works for one person." In these and many other examples. we'd have a much easier relationship. At Impact Factory we talk about the least amount of change for the greatest impact." "My parents are so frustrating. There will always be situations where life would be far better if someone else would just shape up and do things the way we think they ought to be done! However." "I'd get on much better if only my line manager would give me more time to get things done. the responsibility for moving things forward rests with others as well.

Katherine Grice . rather than ones they ought to do.a challenging presenting situation. Personal Impact courses are run by Graham Bennett . they feel more confident and better able to deal with the ordinary and the extraordinary of work and personal life. Within those real-life scenarios.Julie Wales . etc. Starting generally on how 'making an impact' works.Assertiveness Training Course . And that's how we make personal development personal as well! Personal Impact Course Public Personal Impact Course (Click here for Tailored Personal Impact Training) This Public one-day Personal Impact Course is a day devoted to understanding how all of us impact on others.Trixie Rawlinson . an upcoming meeting. Click here for our .Interview Skills Training Course . It's designed to bring these elements together to give you a real experience of the Impact you make and how to make the Impact you want. By letting people work on their specific issues and then incorporating their favourite techniques into the re-enactments.Body Language Course . And if we could sum up our entire philosophy in one word it would be: choice. we use some of the tools and techniques that the individual has practised during the training and has already found works for them.We always ask people to bring in their own experiences .Sara Jordan Personal Impact is an intensive course that includes key elements of our Communication. Presentation.Stress Management Course One to One Personal Impact Training .Doug Osborne . they get to choose what they feel able to do. Assertiveness and Influencing programmes. When people feel they have choice. increasing confidence and raising self esteem.Jeremy Todd Liz McKechnie .Interview Skills Evening Course .Tina Lamb . we then move on to take a detailed look at how you can improve your ability to work with and influence others. The emphasis is on creating insight. a recurring difficult person or problem.

paying particular attention to how they think they impact on others. We then look at what gets in the way of making the Impact they want? How Feelings can affect the Impact you make This exercise specifically recreates the feelings that people have when they have to do something they find particularly difficult. For instance what happens to them when they are in an uncomfortable or new situation? We then look at the ingrained behaviours associated with those feelings. . Followed by a breakdown of the components that go into making an impact. Agreement As a tool for defusing polarised arguments. Assumptions and Personal Impact A look at the assumptions we make automatically and how they affect the way we behave. It is particularly useful for people who have a hard (if not impossible) time saying 'No'. It's also helpful for people who have a hard time setting priorities because of other people's demands. Analysis of each person's style and strengths Each person gives a short analysis of their personal style and what works for them. Personal Boundaries This section deals with personal space boundaries as well as internal issues that people would rather not talk about.Personal Impact Course Objectives: * How 'making an impact' works * Understand how you impact on others * Knowing how and why things go wrong * Improving your ability to influence others * Understanding rules and conventions * Speaking your mind without offending * Finding out how others see you * Verbal and non-verbal communication * Appreciating conventions and boundaries Personal Impact Course Programme: Making an Impact An in-depth look at what makes an impact and how people impact on one another. They will get feedback from their colleagues on what else they see working.

Presence exercise This is an awareness exercise to help deal with self consciousness. Public Speaking Article Impact Factory runs tailored Public Speaking Courses Open Public Speaking Courses and personalised One-to-One Public Speaking Coaching for anyone who has to Speak in Public Click here for our One Day Presentation Course .PowerPoint . Persuasion. people and areas of their work to illustrate. Language A group exercise looking at the words we use habitually and an exploration into how the choice of language can ensure a specific response. 60 seconds of silence This exercise allows the participants to experience the dynamic of silence and to see how they react to it. First impressions A group exercise where each person gets to practise a variety of first impressions. Assessment of the Personal Impact Day Participants are asked to present what they have learnt from the Personal Impact Course and how they intend to make use of it. identifying specific situations. motivation and inspiration An individual exercise where people choose a work-related subject they feel strongly about and present it using the work of the day to consolidate their message with the aim of persuading.60 seconds of passion This is a chance for each participant to look at the power of expression and just how much they limit themselves in that expression. This is followed by an individual exercise to demonstrate the effect of the deliberate use of emotive words.Advanced Presentation Course Two Day Intermediate Presentation Course . Everyday objects An exercise to stretch the capacity to communicate non-verbally.Public Speaking Course . inspiring and motivating others.

become less chatty and slightly monosyllabic at certain points." he advises. partner at Impact Factory. "If you want to really affect people. When planning your speech ." Another great technique.whether it's a Best Man speech or a work presentation ." he explains. tone of voice and focusing on grabbing people's attention rather than giving them information.fortunately a few simple pointers can make sure you shine on stage rather than sending your listeners to sleep.you also should be looking to use gestures which you know are your own. is to ask rhetorical questions during your speech to make sure that your message is communicated as clearly as possible. most people tend to dread standing up in front of a crowd . according to Chandler. PA Features Find the next available Open Public Speaking Course As Britain's top politicians gear up for the forthcoming General Election. and it is important for people to remember that they don't have to learn new stuff. 'So. gestures. "For example. a professional and personal development company specialising in tailor-made public speaking and communications. their publicspeaking skills will be pushed to the very limits as they try to persuade voters with their velvet-toned rhetoric and grand gestures. he says. "Public speaking creates anxiety in all of us . smiley person then take your smile away.One to One Presentation Training THE ART OF SPEAKING By Emma Pomfret. which has challenge in it as well as a question. which acts as a stopper and gives you a poke to make you wake up and listen. .so if you're chatty." says Robin Chandler. and that 'No More Mr Guy' approach really grabs people's attention.even those who do it all the time. "Every trick people use when they are preparing to speak in public is tied up with sound bites. But unless you are a trained public speaker or have a natural talent for captivating an audience. work out what your natural style is and then alter it slightly . "The only decision you have to make is whether to make the gestures big or small. why are we doing this? I'll tell you why'.Presentation Course . "Tony Blair for example uses a certain 'look' when he pauses in speaking.

something that many amateur public speakers overlook. "If you need to inject some humour bring someone else on who can make people laugh .there's no shame in just bussing them in!" :: BECOMING MR OR MRS MONOTONE Successful public speakers always make sure that their speeches are loud and varied in tone. "Never use the same tone of voice all the way through ." he laughs. stand up. he points out. "However." says Chandler. "You can actually make a difference to how you sound so that if you point a finger. or smile .the physical changes the vocal.COMMON MISTAKES :: REPETITION "The most important thing to remember is that repetition is death in terms of public speaking.vary tone so that it goes up and down frequently. they will no longer listen to you or take you seriously. "Repetition of a gesture is guaranteed to upset people and repetition of vocal tone will make your audience fall asleep. it it just stays below the level of their conscious awareness." :: BEING UNCLEAR ABOUT YOUR MESSAGE Politicians tend to talk a lot about being on or off message.the best thing you can do is to turn it off. you are really saying that the slides have more personality than you do." he says. don't rely on PowerPoint or lots of slides. :: TRYING TO BE FUNNY You should never attempt the use of humour if you are usually a stoical. and remember that gestures are also very important aids to precipitate changes in your voice. :: OVER-USING POWERPOINT AND SLIDES During a work presentation. Chandler adds. and Chandler says deciding on your own message is vital . "If you do something that others can actually see you doing. then it works." TOP TIPS FOR PUBLIC SPEAKING :: MOVE AROUND A LOT . "Decide exactly what you want them to be thinking and saying when you stop speaking. picking out false gestures or overworked phrases as ones to avoid. PowerPoint can't present and you can . "By hiding behind it. un-smiling person." he says.

always take a bow and say thank you you can actually fool people into thinking you've done better than you have by doing a good walk-down.there's nothing worse than seeing somebody rooted to the spot with terror. :: BEND YOUR BODY "One of the most important ways to relax is to bend in the middle of your body beforehand .you'll be in trouble as everyone will look at you and you'll feel like a rabbit in the headlights.this will make a lasting impression on people and ensure that you don't just dribble off at the end. :: SAY THANK YOU AND TAKE A BOW "Whether you think you've done well or badly. and put it down somewhere it demonstrates that you occupy the space and it's yours." jokes Chandler." :: ALWAYS TEST OUT TECHNICAL EQUIPMENT BEFORE HAND For obvious reasons! Find the next available Open Public Speaking Course Public Speaking Course .what this does is release the muscles around your midriff and lower back. "It also gives your body something else to do . "You will physically loosen up and you'll be off and running.when standing on a stage often people suddenly become super self-conscious and find they have hands on the end of their arms which they have no idea where they came from!" he smiles." :: CONCENTRATE ON YOUR OPENING AND CLOSING "Don't over-rehearse but do make sure you get your opening and closing right . such as notes or a glass of water." Chandler says."Don't get stuck in one place . which are the ones that are stuck." :: STAND OFF TO ONE SIDE "Never go centre stage . :: GET TERRITORIAL "If you simply take something with you.

Two Day Intermediate Presentation Course . Public Speaking courses are run by Tom Bruno-Magdich . placing particular emphasis on what you feel you do well.Open Public Speaking Course (Click here for Tailored Public Speaking) This one day Public Speaking Course concentrates on effective public speaking. particularly dealing with nerves and anxiety.PowerPoint Presentation Course .Media Skills Training Course Public Speaking Course Objectives * Dealing with delegate's own feelings * What already works about you as a speaker? * How face to face communication works * Why we get public speaking anxiety? * How to overcome fear of public speaking? * Instant hints and tips for public speaking * What happens in front of an audience * To Practise a whole range of techniques * How to cope with hecklers and awkward questions. easy to practise tools to help you cope with nerves. Click here for our One Day Presentation Course .Trixie Rawlinson Graham Bennett . 2) Bring along any specific situations (and related material) in which you find public speaking particularly challenging.One to One Presentation Training . structure your material for the best impact and speak effectively to audiences of varied sizes. It is fun and effective with plenty of opportunities to practise.Tina Lamb It offers simple. get your message across memorably. . Public Speaking Course Programme : Delegate input Delegates will give a brief summary of their public speaking experience. Public Speaking Course Preparation 1) Prepare a brief description of your thoughts and personal experiences of speaking in public.Advanced Presentation Course .Liz McKechnie .

Your heart may race and those well known butterflies invade your stomach. body language and mood can affect the way people feel about your message. Public Speaking Stretching Exercises A series of short exercises designed to stretch people's awareness and capacity: Presence An exercise in audience contact that helps with managing the Fight or flight response Everyday objects An exercise in overlaying an ordinary text with an extra-ordinary message Passion An exercise in the use of passion to communicate Talking up and talking down Exercises to raise awareness of how attitude.looking at what affects the participants and how they might take more charge of situations. with . We 'unpick' all the elements that go into effective communication and explain to people how they can be more in charge of the communication dynamic.Dealing with the Fear We open the day by exploring what happens when you have to speak in public? Your hands may sweat and your mouth goes dry. in fact. It gives an overview of how communication works at its best and identifying where it can go wrong. they just think of getting off the 'stage' as quickly as possible! The good news is that it's normal to be nervous and have a lot of anxiety when speaking in public. Turning points This is an exercise in using personal material to produce empathy and strong feeling in an audience. The IMPACT model of public speaking: Using the mnemonic IMPACT as an easy to remember tool on the main points of public speaking we will take a look at the dynamic in which it takes place and a look at the fundamentals of public speaking: The use of the Individual's best skills to convey a clear Message. When all that happens most people don't think of getting their message across in a compelling and interesting way. In a way. Your knees may shake and a quaver affects your voice. Public Speaking Dynamics . to feel you have a phobia about public speaking. it's less normal not to have nerves or anxiety.how it works This is an introduction to the dynamics of face-to-face communication . well Prepared.

body language and eye contact. Prepared Speeches The second part of the day is work on prepared speeches.a perfect invitation to catch up on those zzzzs. This is not intended to rehearse the actual speech but rather to use it to incorporate the principles worked on earlier in the day. humour (where and when appropriate) the five key questions. Keep them awake The one thing you don't want is for them to fall asleep! But make no mistake public speaking arenas are designed to do just that: dim lights. give them the benefit of the doubt that they do. Unless you know you're absolutely facing a hostile group of people. This is to get a picture of some of the challenges that arise in certain settings. 30 Second Presentation Each delegate will work with a model that allows people to put across a powerful 'presentation in 30 seconds. cushy chairs. We look at how mind reading assumptions is a confidence killer. without appearing to patronise. and delivering information with varied emphasis. not having to open their mouths . metaphor.good Audience interaction. rather than assuming they don't like you. This is a terrific tool for strongly influencing people when under pressure. Use of media and structure An exercise that looks at the various media available during a speech A look at the uses of modular vs linear structure Speaking to Different Levels of Understanding This exercise looks at assessing the levels of understanding within the audience. human nature is such that your audience wants you succeed. As always the session is modified according to the level of the attendees. How to build confidence by defusing your assumptions Your audience can be your friend. Ways to keep them awake Here we explore some sure fire techniques to keep your audience engaged including working with story. They're on your side! Therefore. Preparation Tools Here we have a number of different processes that emphasise the value of preparation and rehearsing different approaches to any speech. presented with Conviction and supported by the right Technical backup Location Location Location! A brief discussion on the various arenas in which participants speak. .

we have a light-hearted exercise where people have to deal with being wrong-footed by the rest of the delegates who deliberately misinterpret what they are trying to talk about. Confidence by Numbers These two exercises look at the power of instantly changing your confidence and sense of importance when relating to others. and to join and leave groups with ease. Public Speaking Summing up and Personal Take Out We will spend a short time reviewing the Public Speaking Course work. rather than a missile Deliberate Misunderstanding To demonstrate how effective analogies can be. Staying relaxed and dealing with last minute anxiety. Assertiveness Skills Find the next available Open Assertiveness Skills course . Each person to identify and talk briefly about: What they know they will take from the day that they know they will use What support or development they need over the coming months What they need to do to ensure they practise. Handling Difficult Questions Techniques to: Help stay on the front foot Remain confident and professional when you don't know the answer Practise saying you don't know Refer people to others Be able to say what you do know Treat each question as an opportunity. We would highly recommend that people do some kind of presentation or public speaking event as soon as possible to reinforce the work of the programme. How to make yourself available to as many people as you are comfortable with.Before and After the Speech Techniques for interacting with your audience before and after the talk.

or who quakes at the idea of having to be a bit tougher with a supplier or even someone they manage. there are times when saying the 'n' word is a necessity. or agree to things they'd rather not. After having worked for some time with people where saying no either feels impossible or just isn't allowed. This is one issue we have felt so passionately about that we even wrote a book that deals with it: The Nice Factor Book (Are you too Nice for your own good?) This document is going to focus on one aspect of that book. say. or feel pressurised when someone senior to them needs something done. It's Not Assertiveness Impact Factory has been running programmes on The Art of Saying No for nearly seven years and we are often asked what the difference is between our work and assertiveness training. But in our experience. we created a body of work to address it. For a more in-depth look. Of course. deals with the difficult feelings and actually might be some fun.Assertiveness Skills • • • • • • • What is the Art of Saying No It's not Assertiveness Not Nice . the police force. which is about how to say no in a way that's manageable. Or they feel obligated when a colleague asks a favour. but especially the person who finds themselves staying late at the end of the day to get their own work done after they've finished everyone else's. could be a sackable or disciplinary offence. In some cases it is indeed. that people don't say anything at all. and in. or who swallows their resentment when they are 'volunteered' for something they don't want to do.Not Nasty Managing Feelings Saying No The Nice Factor Book Change Yourself to Change Others What exactly is The Art of Saying No? A lot of people just don't like the idea of having to tell people they can't do something. or get landed with work that isn't theirs and so on. how to say no without ever saying the word. That can't be good for anyone. do have a peek at the book. there is so much anxiety around the possible consequences of using it. There are even some work places where saying no is definitely frowned upon. The reason we've been asked this is that assertiveness training has been around .

manipulation. and here's why. people say you should be assertive rather than aggressive. The key point here is that the behaviour . in fact. What we've seen with assertiveness. but there's a greater range of choice of behaviour than those two types that could be equally appropriate. The second is that it is inappropriately expressed. They will still feel overwhelmed in difficult situations. (getting your voice heard. aggressiveness may be appropriate. being taken into account. So yes. It can include humour. becomes the recipient. or in our jargon . though.all quite difficult if you are truly unassertive. The key word here is appropriate. The concept of asserting yourself. assertiveness may be appropriate. they will not be able to act no matter how well they are taught to be assertive.nice. then aggressively fighting back may well be an appropriate thing to do. they have forgotten a whole range of behaviour that lies between Nice and Nasty that can be termed Not-Nice (or even Not-Nasty). stand your ground. like a work colleague or secretary or even a bus conductor. Before we discuss them. not-nice. but nonetheless final-straw-event that unleashes it. The first is that the rage happens inside the head and remains unexpressed. We emphasise the word key. We believe the very term 'assertiveness' is limiting. etc. we want to talk about some of the things that happen to people when what they think and feel is different from what they do. is that it is often seen as a single form of behaviour: just say no. and someone not involved. and people wonder if this art of saying no business isn't just more of the same. Many 'unassertive' people recognise that their pattern of behaviour is to be nice or compliant for far longer than they really want to until they reach the point of no longer being able to hold it in. . nasty . Well. irresponsibility. The third is properly directed at the 'offending party' but is out of all proportion to the probably small. as if assertiveness is the only way to deal with a difficult situation. be a broken record .for some time. playfulness. If you are being attacked or abused. then they explode nastily and inappropriately all over whoever happens to be around. being understood. There are three ways this 'explosion' can happen. It isn't. Not Nice Not Nasty This leaves people with the impression that there are only two states or behaviours they can do: Nice or Nasty. no it isn't. getting your own way) needs to be broadened to include all forms of behaviour.simply too nice for your own good.is chosen. For instance. submission. When. because until people are able to choose behaviour that's free from the limiting effects of their fear of possible consequences. aggressiveness.

Managing Feelings It needs to be acknowledged that the strong feelings associated with changing behaviour are real and valid. Using charm. Often the magnitude of peoples' feelings is way out of proportion to what the situation warrants. but still. Many people know what they could say. humour. rather than another difficult mountain to climb. .) Many people think that in order to be assertive. it is wise to broaden the brief to so that it isn't about becoming more assertive. But because that previous difficulty was so difficult. you ignore those feelings at your peril. Knowing what to do or say is not the issue here. (Which is almost as bad as feeling you always have to be compliant or nice. They can choose it because they want to. The idea of choice is very important. At this point people can start to 'choose' to have these feelings rather than having to endure them or trying to pretend they are not happening. they start to realise that it can be OK to put up with something they don't like. If you add a dash of fun or mischief. Once people do that. they know what they could do. a sign that something new is happening. If people feel they have real choice about how they behave. In fact. may well get you what you want without having to attempt behaviour that may go against your personality. Saying No Here are some pointers of what could make it easier to say 'no'. They may well reflect a previous difficult event more accurately. because there is choice in the matter. The Art of Saying No becomes a doable prospect. Most 'unassertive' people have conversations in their heads about how to resolve a conflict they're in. in looking at practising 'the art of saying no'. telling the truth or even deliberate manipulation. their mouths say 'yes'. They then avoid the disempowering tyranny of always having to assert themselves. then these (usually difficult) feelings can be looked upon as a good thing. the full lexicon of behaviour can be freeing. It is only by beginning to experience and understand how crippling these feelings can be that people can start to do anything about changing their behaviour. While in many circumstances assertiveness can be a straight jacket of it's own (often creating resistance and resentment). Therefore. it is to their advantage. you need to ignore what you are feeling and just 'stand your ground'. it feels as though every similar situation will be the same. while their heads say 'no'. rather it's about changing your behaviour to fit the circumstances.

The fifth house has a Yale and a Chubb lock on the front door. I'm going to interrupt you. avoid encouraging body language. Wish I could help you out.' Any of these little tips can help you feel more confident and will support your new behaviour. You're going to ask me to finish the Henderson report. let them know you know: 'Hi there! I know what you want. 'I'm really sorry.) Pre-empt. If someone comes over to your desk and you want to appear more in charge. pre-empt. that I can't fit anything else into my schedule for the next two weeks (or whatever). As soon as you see someone bearing down on you (and your heart sinks because you know they're going to ask for something). The second house has a Yale and a Chubb lock on the front door. Standing puts you on even eye level and creates a psychological advantage. This also works when you're on the phone. For that's what this is: If you're someone whom others know they can take advantage (they may not even be doing it on purpose. All the while they get no message to the contrary. bars on the window and burglar alarm. they could get the impression you're interested and willing. If someone sits down and starts talking to you about what they want.' Pre-empt two. but I just can't. The third house has a Yale and a Chubb lock on the front door and bars on the window. If you let someone have their whole say without interrupting. You can see it coming. they will think you're on board with their plan (to get you to do whatever. Which would you burgle? .. The fourth house has a Yale and a Chubb lock on the front door. So to avoid the inevitable. a burglar alarm and a Rottweiler. 'When do you need it by?' or 'Does it really have to be done by this afternoon?' etc.' Then use whatever tool fits the situation. Meetings are a great place to get landed with work you don't want.If you're saying something serious. Keep your body language as still as possible.. bars on the window. Avoid asking questions that would indicate you're interested (such as. such as nods and ahas. 'I need to let everyone know right at the top. There's a row of identical houses and you're thinking of having a go at five of them. stand up. Here's an Analogy we use in The Nice Factor Book: Let's say you're a burglar. Smiling gives a mixed message and weakens the impact of what you're saying. notice whether you smile or not. you're just an easy mark!) you need to indicate by what you do that things have changed. The first house has a Yale lock on the front door.) It's all right to interrupt! A favourite technique of ours is to say something along the lines of.

It's also rather wonderful to think that rather than waiting for someone else to change to make things all right. You become more burglar-proof. we all have the ability to take charge of most situations and make them all right for ourselves. given way when they didn't want to.' 'If only' puts the onus on the other person to change how and who they are and makes them responsible for how we feel. . would change. people can get a sense of being in charge of situations. Then everything would be all right. Unsuccessful negotiations are when either side feels they've compromised too much. felt undue pressure. By learning more effective ways of saying 'no' you make it harder for others to expect you to do what they want without taking into account what's going on for you. isn't it? Well. made sacrifices they didn't want to. tails you lose. or feel intimidated by. felt threatened. If you take away the 'if only' excuse you also take away the need to blame and make the other person wrong.When you make it easy for other people. Good negotiation isn't about winning and it isn't about someone else losing. or when we're feeling hard done by. rather than being victims to what other people want. or at least better off than when they went in. We've all heard this from a colleague.Have Easier Negotiations Find the next available Negotiation Skills Open Course How to Negotiate Better Heads I win. By using some of the tools outlined above. friend. What also makes it easier is that we all just have to get better at 'the art of saying no'. none of us has to change our whole personalities to create a more satisfying outcome! Negotiating . they will naturally keep coming back. It does seem to be part of human nature to blame others when things go wrong in our lives. no. I'd be much happier. Good negotiations are about both sides leaving feeling they got what they wanted. That's the way to handle Negotiations. partner and even said it ourselves: 'If only he'd listen to me. Changing Others by Changing Yourself A lot of us wish that the person we are in conflict with.' 'If only she'd stop complaining about my work. then I wouldn't be so frightened.

Well.In those situations the other party might believe they've won and go away feeling good about themselves. . but that's not really successful negotiation. there are several flaws to this way of thinking. real person. There are at the very least five types of negotiation that most people will be involved with in both their personal and their working lives: Adversarial: fight. they aren't. furthermore. never the same twice There are many good books written about negotiating. Even when you get the same person they could well be in a different mood. things should change. however. the reasons for entering into a negotiation can differ widely as well. as though they were a sign of weakness? Well. which is why there is an inevitable expectation of win/lose in so many of them. You know how the press bleats on and on about political u-turns. opposite ends. In this type of negotiation it can feel as though you need to go in armed and armoured. therefore negotiations can change in midstream and become something completely different from where they started. we at Impact Factory believe that the best negotiation skills don’t have to have such an inevitability about them. things will have shifted. As the cliché says. Changing your mind is part of being an idiosyncratic. that there is a model you can follow that will get you better solutions. One or both of you may have re-thought your position and. it will be different. regulation model human being with no idiosyncrasies and foibles. polarisation. but the other party will never trust them again and may not want to repeat the experience. A lot of them hold the view that there is a right or good way to run negotiations. Secondly negotiators are never the same twice. Sometimes they are not even similar. You could be in a different mood. but they won't have won the war. This view may be a good starting point. Time will have passed. negotiations can often feel like war (more on the differing types of negotiations below). Indeed. They may have won. well defended and prepared for a fight. something new might now be involved. Firstly negotiations are never the same twice. Even if you have to go back and deal with the same person about the same issue. Know why you're there Now. Finally. you are almost certainly not a standard. they may have won the battle. not only are negotiations and negotiators different.

Develop your own approach Really good negotiators are able to read the other person/people. What's important is that you know why you're entering into a particular negotiation and that you prepare for what you might encounter along the way. giving up one want and choosing another. Diplomatic: sensitive issues that need to be handled as though walking through a mine field. when everyone else was expecting co-operation. They can take the role of an Objective Observer. And in the game there are a few rules and some skills that you can learn. Start with the idea that it's a game. these five types of negotiation are neither right nor wrong. However like all games it's more about tactics and playing to your strengths. retaining a calm. Though this may be something you aspire to it is certainly not the place to start.. inner state of mind. We know that people will sometimes go into one kind of negotiation. Before we get into that let's say a word about "good" negotiating. There can't be a right or wrong when it comes to negotiations. They are able to let go of their positions. It took a lot of diplomacy to get it back on track! The thing is." is likely to be of little help in the heat of a negotiation unless it happens by chance to fit in with your personal rules and patterns. discovering as they go along that it's quite another. Here negotiation is often about what's the best way to arrive at a mutually agreed outcome. we've recently seen a team meeting disintegrate into mayhem because one person came along anticipating a fight (and therefore creating one). Any advice that starts with "It's a good idea. You're never going to be able to second-guess everything. Non-adversarial: everyone has an interest in making it work. Brainstorming: talking issues through. With this type of negotiation people bat around ideas to see what's there. For instance. roles and rewards. a 'drains-up’. what needs to be done and who's to do what. With diplomatic negotiations there are usually hidden agendas and a need to be aware of the politics and ramifications of any decisions made. In this type of negotiation it feels more like give and take. . They can fight tooth and nail and yet lose with good grace when necessary. a co-operative working out of strategy..Consensual: team model.

we think good recovery is far more important than getting it right the first time. Presentation Skills Impact Factory runs tailored Presentation Skills Programmes Open Presentation Skills Courses and personalised One-to-One Presentation Skills Coaching for anyone who would like to give more Effective Presentations . that you're willing to give away. As in all Impact Factory work. Just work out the patterns and rules you follow when negotiating. Because it suits your style you will be happy working this way. but rather will feel more like good hard bargaining. or even getting it right at all! Using the approach outlined here you can start to develop a negotiation style that is easy to do and works well for you. No. then you can create some additional rules of you own that will help you immensely. "It's a good idea to pitch your opening price a little above what you are willing to settle for".Here's an example. that the other side wants? What pressures can you bring to bear that won't feel like pressure. Notice we don't say "Define your strengths and weaknesses" or "Work out what you do well and use that". you could get more than you thought you would. you could decide to set your opening price too high and then give them anything they ask for. Sounds good? Not if you're negotiating style is to stick to your guns or give way too soon it's not. What would be a good idea is to start with what your negotiating style is and work from there. In the first instance. without feeling unhappy about it? What do you have. If you realise that you habitually either fight too hard and refuse to give way or give in too easily. and in the second you will probably lose work from someone who doesn't value your services very highly. What's more you will be happy even if it goes wrong. What if negotiating were about giving away as much as you possibly could. For instance. or you could set your price too low and then not give them anything.

A gesture used over and over again becomes at first irritating and then all consuming. your hands will start working in concert with your words. This is "how to" learning. Given that it can be a daunting and even frightening area of learning for most of us. Let me give you an example of what I mean. which includes your idiosyncrasies and quirks (this way you don't have to learn to behave differently when you present). trying to interpret and understand you.One to One Presentation Training Presentation Skills Good Presentation Skills Training Many of us are now required to make presentations as a part of our job. is to do all the things people will tell you are "wrong" one after the other. For the lucky few it doesn't seem to be a problem: they seem to have always been able to do it and thrive on it. It is important that you are aware of what you are doing. your audience won't be able pay attention to anything else. very quickly. For the rest of us. Indeed for some people it will limit their career prospects if they are seen to be reluctant to make them. The Second Law of Presentation Skills (the first law will be along later) Repetition is Death When you understand how presenting works you discover that all these things only look wrong if they are repeated. Incidentally. You can take the easy route. the reason we feel so self-conscious when presenting is perfectly rational. The easy presentation skills route then. You are stood in front of a group of people who are looking at you. sway from side to side… The list is a long one and fortunately you don't need it. it would seem sensible to use an approach that seeks to make it easy and enjoyable rather than one that makes it even more difficult.Advanced Presentation Course Two Day Intermediate Presentation Course . as a presenter you shouldn't cross your arms. to be flawless in your delivery and to make no mistakes. For instance. Learning what to do and what not do.Click here for our One Day Presentation Course . . So you have a choice. however. You can learn the rules for what you are not allowed to do and apply them. presentation skills are something we learn. Most presenters are concerned about their body language when presenting. judging you. put your hands in your pockets. The easier path is the one where you learn how presentation skills work and develop a style.Public Speaking Course . The difficult presentation skills path is the one where you learn to get it right first time. This has the magical effect of freeing up your body language and. and rightly so: what you do matters as much as what you say.PowerPoint Presentation Course . touch your ear or nose (apparently this means you're lying).

This means that the best information you need about how you are doing lives in other people. You lose your train of thought. For instance. If they are arguing. Here. If they clearly get your message it makes no difference that you feel you didn't express it clearly. Now.no repetition. People don't see everything that's going on inside us. you're obviously not being very stimulating. They do it all for you. how do you think you've done? Chances are you will base your assessment on how you feel and the little voices in your head (you know. somebody interrupts with a question about an aspect you haven't thought through. No. For any type of performer this takes years of dedicated work. If they are not paying attention.Your options. you must be challenging them. He's always so negative about new ideas". They just see what they see. However ask some of your colleagues how you did and they will say things like. silly etc. are not to start using different body language. This is the area of self-image and confidence. but that can be just as deceptive! You can be having a great time banging on about something with a group of people who don't care and aren't interested. you are). You're stood in front of a group of your peers talking through an idea you've had. your present body language. you must be saying amusing things. The good news in this is that you don't have to do any of the "how am I doing?" presentation skills work. You remember that old saying "Perception is reality"? Well this is it in action. If they are smiling. It would be nice if you felt good. in place of all those 'don't do' rules. To be your own critic and to monitor your own performance. So exactly how does presenting work and what's the point of it all? . however. The point of making a presentation is to communicate ideas and concepts to other people. useless. The hard route is to do everything yourself. This means that you have to learn to be objective about yourself. "I'm always impressed by the way she brings new ideas to the team " or "She handled Charley well. or feature. All you have to do is watch. limp through to the end and sit down mortified (worst case scenario here). So. you struggle to regain your composure. The Third Law of Presentation Skills Feelings are a poor indicator of how you are doing An area of presentation skills that seems rarely to be addressed is how we feel about ourselves when we are presenting. The problem is that we are always the worst person to give ourselves advice about how we are doing. the ones that tell you how stupid. you can have just have the second law . there is also a hard route and an easy one. your options are how much to use.

You speak. Once you've got there you can stop.The Fourth Law of Presentation Skills The Presentation job is to get them to want more of what you've got Presentation works if you impact your audience in some way. they listen. The easy way to present is to put together the bits that will appeal to the people you are speaking to and to use them to entice your audience into wanting to know more. there is only one thing you really need to know about audiences. All presentation dynamics are set up to encourage this. you do it by reading the dust jacket blurb. Most people are sent to sleep by a breaking of the second law. "Ok. that your bottom-line function is not to present well. The difference here is rather like getting someone to read a book. it can be even vocal tone (monotony). You don't do it by reading the book to them. Not as you'd like. The Fifth Law of Presentation Skills When you're omaking a Presentation you're in charge Now we come to one of my personal favourites. but to keep waking them up! Every one of us has slept through some pretty good presentations because the presenter wasn't following the first law of presenting. The hard way to present is to gather all the information you have. They sleep! That is their function. They can even be impacted in a way you don't want and didn't choose and the act of presentation is still working. . you stand. If they are not awake. It follows then. but it is still working. Your job is done. The First Law of Presentation Skills (told you) Presentation Audiences Sleep! While we're on the subject of audiences. over to you. In charge of everything. handling questions or anything else involving them. This is important to grasp. The mistake here is to think that a presentation is a good medium for delivering information. stop what you are doing and do something different. Repetition can also be not moving (repetition of stillness). What have you got?" This means you are put in a very powerful position. The point of a presentation is to get the audience to want what you've got. They will get the information for themselves. Often the lighting and heating are soporific. When you are presenting you are in charge. audience interaction. This is the way that the agreement about presenting works. They sit. It may not feel that way. When people accept the role of audience they effectively say. put it together in a faultless presentation and deliver it impeccably.

the phrase "It's very quiet today". but if I make that the central message of my presentation. If they can't keep up. that is what most people will go away thinking. There are two important factors at work here. At first glance this may seem more. If you can see that they haven't understood and it's your fault. How do you know that they are not telling you everything? It seems that if our spirit is not in line with what we are saying. the words you say are actually a very small part of the communication. I know what I'm talking about". takes on a different meaning if you say "It's VERY quiet today". you start to realise that you are responsible for what your audience thinks and feels for the duration of the presentation. If they are bored. This means that a clearly defined message doesn't necessarily reside in the text or words you choose to say. frighteningly simple in its effectiveness.The feeling we usually start out with is it's just little old me and all of them. The first is this: a strong message is conveyed by words. so here's an idea that is quite complex to grasp. it's your fault. but once grasped. Everything we do communicates. vocal force and demeanour. the most powerful messages are the unspoken ones. Another example is to take a look at politicians who are delivering the 'party line' or are put on the spot about something. This can bring a gloriously refreshing approach to the preparation of a presentation. However these same experts will also tell you that it is possible that what you do and how you behave can carry more "message" than the combination of what you say and how you say it. It is possible to make the most innocent phrase vicious with hidden meaning by the way you say it. no matter what's coming out of our mouths. But if you look again you can see that it brings with it a liberation from the straitjacket of just doing what you've already prepared (the Blue Peter approach to presenting). where you begin to look at a grab bag of possible routes you may take and possible things you may bring into your presentation. It is effectively a claiming of territory that most audiences will willingly give up. . You can think of a strong message in sound bite terms. The Sixth Law of Presentation Skills There is always a message I said we'd look at easy ways of approaching presentation skills. then the obvious thing to do is to depart from the script until everyone's up to speed. The journey we make from there is one of 'ownership'. If they are excited it's your fault. Indeed. When you begin to work from a position of being in charge or responsible for everything. it's your fault. our body will give us away. How you say them will often convey more meaning than the words themselves. For instance "I want everyone to feel that I know what I'm talking about". The experts who study the way communication works will tell you that in your typical face to face presentation situation. I may never say outright "Listen. rather than less difficult. For example.

and then make a deliberate segue into talking about widget production. Everything we have been talking about is to do with keeping presentation alive and powerful. If it's dead. You can think of it however you like.Incidentally. If you feel strongly about something. These seven presentation skills laws should help. Keeping it in the moment so that no one can sleep through it. The Seventh Law of Presentation Skills Passion is mandatory This is easier than it sounds. Making it something that people can't switch off to. or we've had a row with the wife. If you have to present something you have no real feeling for. if we haven't chosen a clear message we don't stop communicating. or passion. you could even make bad puns and poor analogies part of your style. Making it interactive as opposed to a repetition of a rehearsed and fixed programme. So the Unwritten Law of Presentation Skills? It's not Television To recap here. you're in charge! . we're looking for an understanding of the way presentation works that will make it easier and more enjoyable for us to do. We communicate that we're tired. belief. it will affect the way you speak about it. You can get everything else perfect. The fit doesn't even have to be a very good one. The effect of the excitement in your body lasts for quite a while and will flow over into widget production. The second factor at work here is conviction. or anything else that happens to be hanging around. So if you haven't got a message . but if it doesn't have as sense of your commitment behind it. You can start of by speaking about last night's football game because it excites you. we just give a message by accident. Keeping it so that no one quite knows what's coming next. but it is that essential ingredient that makes what you say live. then you need to find something you do have some feeling for and relate it to the subject you are presenting. The final unwritten law of presentation skills is by now somewhat self-evident. If it suits you. I can ignore it.get one. it will be dead. Passion communicates. The Seven Laws of Presentation Skills • • • • • Audiences sleep! Repetition is death! Feelings are a poor indicator of how you are doing! The job is to get them to want more of what you've got! When you're on. The reason I say passion is mandatory is simple.

That wasn't the issue. But sometimes it isn't that at all. etc. get this – no matter what the books say (and there are plenty of them) . And. we were recently asked to run a team building day for a group of people and almost as soon as we met them and started putting the programme together. All good things to prompt the need for team building. sorting out difficulties or communication issues. etc. . The issue was that their 'output' wasn't what the company expected from them and so they (the company) thought if they had a team building event the team would work better. And yes. completer-finishers. etc. what are you building it to do? Sometimes it can genuinely mean building the team: new people coming together. That's not team building. And increasingly. We understand the sum of the parts thing.every single team is different: there is no model you can follow that will create the perfect team. possibly you do need a variety of 'types'. team development. Part of this whole process is learning about how teams work. You’ll read that you need ideas people. the 'types' are far less important than ensuring that your team knows why it exists and what its aims are. But for our money. a change of roles. It's as if we all know that teams are good. we realised they were a very 'built' team already.. drivers. but we don't quite know how to make a team work in the way we think we want it to. however. new expectations. what for? In other words. the very first question we have to ask is.It's not Television! Team Building .• • There is always a message! Passion is mandatory! And remember . Uh uh. For example.Building a Good Team Team Building Programmes and Team Building Events This is a word we hear a lot these days: 'we need some kind of team building activity'. When it comes to team building. It is. we find that when people talk about team building that's what they really mean. often the people saying it don't really know what they mean. But from our point of view..

. Yes. We wish it were that straightforward. Something does need to be done because there are real payoffs and advantages to being part of a well-functioning team. get to understand how to make the most of each other's skills. not for each other. The end result of this is of course a loss of productivity and people working against. we thought we would unpick it a bit. However. there may be personality quirks and differences. is that it's not always clear who the 'opposition' is. This is one of the key reasons why team building is such a hot topic. the 'management' or someone sitting right beside you. then the results are divisiveness. it's just pleasanter being around people who get on. the opposition turns out to be right at home base: another team or department. Everyone is on the same side trying to beat the opposition. though.whoever your closest corporate rival is. when the common enemy is someone or some group or some department or a 'them' and 'they' are within the same company. of course. they are able to fulfil the manager or coach's strategy.So let's look first at just exactly what being a team means. often take centre stage in the workplace. You might think that the very word 'team' is clear in and of itself: a group of people working towards shared goals.people are spending vast amounts of time and energy having a 'go' at each other rather than using that same amount of time and energy to make things work better. They train together. To begin with. complaining. and when working well. with people running around using their energies to get more of 'us' to agree just what's wrong with 'them'. gossip. They know who their opposition is and they have very clear goals. is it? Personalities. Then it's all about 'them' and 'us'. Now that's great if it's productive. Unfortunately. far too often. What can be done? They are right. We see this in company after company after company . it's not quite so straightforward when it comes to work teams. a common 'enemy' if you will. which in a sporting context might get absorbed by the team for the good of the game. Now the thing about 'opposition' is that it gives a common focus. The oddest thing of all. The common enemy The most obvious kind of team that you'll know about is a sports team. but they aren't quite sure what. As it isn't. You'd think it would be the competition . Creative ideas can pour out of a group when they have to figure out how to handle the competition. People can easily recognise that something needs to be done. However. but the whole truly is greater than the sum of its parts.

what the game plan should be. real payoffs include: • • • • • • • • A feeling of identity On-going support Creative pooling of ideas Increased confidence Things tend to work better as a result of team effort You aren't alone Goals that make sense You don't have to reinvent the wheel. but a lot of the time we get it right. To work effectively you need agreement on exactly what sort of team you are: what the goals are.More importantly. .people who hardly ever see each other. There are teams that seem to do all their communicating via e-mail or conference calls. There are teams that work on projects together and others where people go off and do their own thing and come together every once in a while to report and bring everyone else up to date. Sometimes we fail abysmally. There are teams where people sit in separate spaces and get together once a day/week/fortnight. so is everyone else in the team So the first thing you have to ask yourself is this: What kind of team are you? These days we see a lot of 'virtual' teams . or if you do. enough so. some full-time permanent staff who are at 'base camp' most of the time and a bunch of associates in training and support staff who we see when they are needed. our 'team' consists of a group of freelance partners and associates who come into the office as and when. our old friend communication. Then there are teams that all sit in an open plan space and chat with each other all day as things arise. and sometimes it's a whole lot more complicated. that people do feel part of this identity known as Impact Factory. or even work in the same office or even the same country. goals and objectives. what each member's role is. At Impact Factory. who needs to work closely with whom. Sometimes it's as simple as learning more about the people you work with. such as working through entrenched difficulties or defining how a long-distance team communicates. Everyone is however still a member of the Impact Factory team. for instance. And. of course. What makes it a team are shared values.

What do you want your team building event to achieve? Teams are complex machines and it's not surprising that they malfunction occasionally or need re-alignment.to reward the team for being terrific? Do you simply want to get everyone's creative juices going and brainstorm new ideas? Do you need to set clear parameters and boundaries so everyone knows what's expected of them? Do you want to inject some fresh enthusiasm and energy into a group that's been working too hard and may have lost sight of the goal posts? Perhaps the goals posts have moved and you need to let everyone know that. questions and demands. Here are a couple of other things teams don't have to be: • • • • • They don't have to be a family People don't have to be bosom buddies People don't even have to like each enough to want to have dinner together Teams aren't group therapy Teams can.So what is your team? The better you are at identifying what kind of team you are. phone calls. it still has to be able to function well and achieve its goals. It means getting away from all the day-to-day stuff that sometimes makes it hard to see what's going on and what's needed. This is actually where many people get confused. being asked to pop into unscheduled meetings. A team event can encompass any and all of those questions. be any or all of those things It may still be a team. 'it' needs to be done away from the office environment. it just may not look like one. The one thing that everyone recognises is that whatever you want to call it (building or development. Which leads us to the second question. • • • • • • • Do you want people working better together? Do you want to set new team goals and agreements? Do you need to iron out communication difficulties that have crept in? Do you want a jolly . on occasion. event or away day). Yours doesn't have to be a classic team. to get away from e-mails. They have a picture of what a team is supposed to be. The idea is to slow things right down. the better you'll be able to identify what it needs to work well. . people dropping by. Whatever it looks like. but then find themselves part of something that doesn't fit that picture. however.

You can have it non-stop fun. We are all being required to use it. however. every videoconferencing system has the camera to the side or above the screen. to be able to do a videoconference halfway round the world is miraculous. When they have they will inevitably produce it as the “perfect” videoconferencing system. which were quite recently a rich man’s toy. The glamour and razzmatazz that surrounds the technology. If we approach the use of our technology as if it will do our communicating for us we quickly get into trouble. can now be seen on buses and bicycles. That simple. because that’s where the image of the other person is going to be) you will look as if you are not looking directly at your co-communicator at the other end. . You can have the cosy get-away in a country hotel thing. It is no longer just for the rich. the point we miss in the glare and hype is quite simple: the technology is not able to reproduce face to face. No. confidence and effectiveness of the team and its individual members. This is just not so. Yes it will be good. You can do the go-carting thing. It is limited. to be able to access any computer on the web would have been unthinkable even a few short years ago. This is a problem. Don’t get me wrong. The key with team building is always to ensure that your event has a positive effect on the morale.Once you know what you want your event to achieve. This means that if you look at the screen (as you will. For instance. And mobile phones. Videoconferencing and Other Technologies Impact Factory runs tailored Video Conferencing programmes and personalised One-to-One Executive Coaching for anyone who is interested in Video Conferencing Issues Modern communications technology is incredibly complex and becoming so common that we are starting to take it for granted. can easily give us the impression that it can do everything. So much so that boffins are working day and night to perfect a screen with a camera embedded in it to overcome this failing. motivation. the throwing people off Welsh mountains thing. then you can decide what it's going to look like. Again they will be wrong. sophisticated or geekie. be business focused or have a bit of both. but it still won’t be face to face.

As it has evolved over millions of years we can see that communication has become immensely complex. Indeed any work that tries to help people become better communicators has to start from the view that miscommunication is the norm. Basic communication has evolved so that we can let others know of some need or want that we have. This can be seen most clearly in young babies and infants. First I have a thought. Let’s take a step back and look at communication as a whole for a moment. Just look at any modern language. the bottom line is that your communication is done by a facsimile of you at the other end. which I frame using my view of the world. . I then translate that language into a series of sound waves using my vocal cords. Whatever field you look in communication forms some part of the skill. Now. Communication is the single most complex area of human endeavour. Add to this the whole lexicon of body language and non-verbal communication and you can begin to see that a good communicator is one of the fundamental wonders of nature. or orator. This is where the good speaker. That it happens at all is a miracle. If we just take the spoken word. is able to magnify the communicating capacity of mere language into something that can rouse people to action. you then translate those sounds into recognisable symbols (words) which you interpret using a similar. take this complex and highly idiosyncratic phenomenon and put some distance between the two people involved. This is before we include vocal dexterity. or in the animal kingdom. it is a testament to the human race that any of us manage to master it at all. It is not you. look at the process that we go through to pass a simple idea from one person to another. To solve this problem we invent technology. Given the complexity of the craft. These sound waves travel through the air until they hit your eardrum. but not identical language into an idea which you frame using your view of the world. That it often happens so poorly is hardly surprising.With any communication using technology. complex rules of grammar and can be made to express an infinite number of ideas and concepts. It has thousands of words. I translate that thought into language.

So what does happen when we bring Technology into the equation? Well. In face to face communication what we see and hear is almost a mirror image of what the other person sees and hears. Once we have grasped that the face to face rules no longer apply. Later we begin to improve the process and we invent Morse code. If you look at voices and ears you have a pretty complex form of biotechnology that nature has worked out to deal with close distance communication.” purely because the other person cannot tell (because of the limitations of the technology) that this is not true. Someone’s on the other line.At first it consists of smoke signals. We are starting to think that phone systems. . the telephone. we will have to change our behaviour. This is where the most can be achieved to help people use technologically supported communication systems better. if the person or persons using it don’t know what they’re doing. yodelling. Garbage out”? Basically what that says is that it doesn’t matter how brilliant the piece of kit is. runners. To get past this we have to start to focus on that part of the communication that translates between the person and the technology. then we begin to see that to achieve the communication result we would like. drums.g. Blinking lights. All effective. but pretty crude and obvious degradations to the communication process. indeed once we get good at it we can even take advantage of the difference e. flashing mirrors. computer networks. everyone understands that you can get away with “Can’t talk now. the pony express: all were attempts to increase the speed and complexity of the communication medium in order to simulate the conditions that apply when the two people are together. This is not so using any form of technology to communicate. telegraph. first of all. complex and clever technologies to communicate with that we have started to lose sight of the human aspects of communication. This is the human part of the interface between man and machine. Once we understand how it is different we can adjust our communication to compensate for that difference. Remember that basic computer adage “Garbage in. can do our communication for us. Recently we have come to create such wonderful. videoconferences. Martello towers. technology is already in the equation. digital networks and near instant data transfer. you’re stuffed. and therefore the perception of us by the person at the other end is different.

the call is more important/urgent. the size and position of the television. your time is valuable. the easiest way to begin to understand it is to look at videoconferencing. . they’re both phones. not replace it. what is the difference in the communication using a landline or a mobile phone? If you think. It is not you. This basic insight into how the technology affects your communication can quickly give you an understanding and a mastery over that technology which is of enormous benefit. So much is communicated by the context in which a communication happens. the sound equipment.The key here is the distance involved All the while the people in the communication are in the same location. Instantly. as you want to make changes to the lighting. the zoom. Set up a video camera connected to a television and try to hold a conversation with someone through the camera while they are looking at the TV. ‘none. then the technology is the communication.’ think again. the focus. Immediately you will become aware of the limitations of the setup. The very medium of a mobile phone (they are not yet invisible) communicates that you are out of the office. someone (maybe you) thinks you important enough to invest in. Another example is the telephone. Think for a moment. However when one or more of the people are at a different location. you will start to think like a television director. An image of you is translated into signals that are transmitted to the other location and are then retranslated into an image that represents you. that it is indeed possible to communicate the reverse of what you intend just by type of media you choose and the way you use it. then communication happens in the normal face to face manner and any technology that is used is there to support the communication. It is a facsimile of you If it is sent to two different locations there will be a different facsimile of you at each location. Though this is applicable to all forms of communication technology.

several limitations are clear and important: 1. 4. looking at your partner really brings you into the action of the conversation. shadowy or otherwise odd. particularly over longer distances and low bandwidth connections. which looks very much like good conversation at the other end. Oddly enough. 6. This involves you moving forward slightly (as you would if you wanted to make a point face to face) and deliberately focusing on the lens of the camera (as you would when making eye contact with a person). This has the effect of you appearing to come “out” of the TV at the other end. There is inevitably still some clipping and frame jumping. This will represent you at the other end well. it also means that you have to be what will feel like abnormally still in order to remain in the frame. they cope best with flat. The zoom on the camera should be used to “frame” you in a tight “Head and Shoulders” position. 3. If you look at the person on the monitor. Cameras cannot cope with variation in light the way a human eye can. You should pay attention again not to the screen but to the camera and your partner. When looking at videoconferencing. deliberate movements. and time delay. 5. This can easily be compensated for by cultivating slow. If you are together with someone else who is doing the speaking . Should there be two of you at one location. looking at the camera makes you look as if you are supporting what your partner is saying.you still have a job to do. You can quickly develop a technique of switching your eye contact between the screen and the camera. A tip here is to study the way the professional newscasters (especially the Americans) do it. To do this you must look at the camera. It will make you seem more “present”. Again this may feel awkward.This is the same difference between communications using mail. you will not appear to be looking them in the eye. You are “on” at the other end in a way that you are not if it is face to face.just sitting beside them . A trick used by actors and TV presenters is what they call “Looking down the lens”. dull conditions better. registered mail. shiny. Again it feels artificial but what you are concerned about is how it appears at the other end. 7. Unless the lighting is studio perfect it will make you look flat. it is better that you sit together rather than on opposite sides of a desk. Looking at the screen makes you look disinterested. Every one of them affects how the message will be received. Use sparingly. but it will look good at the other end. courier or personal delivery. Indeed the best image is achieved if you sit side by side practically touching shoulders. 2. . If there is time delay you will find it helpful to use longer sentences and to repeat back questions before answering them. However.

but if that person would only change.8. Conflict Management and Difficult People Impact Factory runs tailored Conflict Management Programmes and Open Conflict Management Courses for anyone who wants to improve their Conflict Management Skills Conflict Management Skills Training Find the next available Open Conflict Management Course Conflict Management and Difficult People 'It's not my fault!' Most of the things that happen when communication goes wrong are usually the other guy's fault. be more patient. Don’t hide behind the technology. Like driving a car: 'I'm a good driver. return my calls. Get the technical person to explain how it works. 9. Use it to show you at your best. Learn how to operate your equipment. Try out things and have your partner tell you how they experience you at the other end. my life would be great. Don’t rely on others to make you look good. The most beneficial way to develop your videoconferencing skill is to set up a conference with a partner just to practice. you are the one who is out there. It’s easy to get ‘lazy’ when there’s all this up-to-date technology ready to do your bidding. not only is it the other guy's fault. but communication is a human issue. see things my way. However. . it's all the other idiots who don't know what they're doing. then we would get on just fine. we can’t stress enough how much difference the impact you make can have if you spend a little bit of time becoming master over machine. It’s you they judge. understand where I'm coming from. thank you very much. If he/she would just listen to what I'm saying.' Indeed. It is an investment that will really pay dividends. Communications technology is wonderful stuff.

when they don't (and do things we don't like). Under these circumstances. On the outside it's usually quite a different story. or at least justified in our feelings and actions. because we know just how everyone else should behave around us. and the onus on them to change to make it better for you. you give them a whole lot of power. It's You Not Them If you find someone rubs you up the wrong way. Not only that. instead of immediately placing the blame on him or her for being difficult. we're quite capable of thinking that they're doing it deliberately. They are designed to make us feel better. then it is almost certainly about you and not them. . the world every once in a while throws up someone who is universally recognised as difficult. Here are a few of the options that people take around conflict and difficult people: • • • • • Avoid conflict as much as possible 'Evidence collect' Talk to the wrong people Be right while the other person is wrong Let them have it between the eyes. but they don't change the situation and they most certainly will make it worse. How could they not know that what they're doing is upsetting to me? These are the kinds of thoughts that are swimming around inside our brains when we're dealing with awkward people. someone who you find really difficult to deal with. Get this: they are not responsible for how you feel . We also make long mental tick lists of what the other person needs to change in order for there to be less conflict.This is kind of what happens with most of us around conflict and people we find difficult. None of these strategies help in any way to resolve conflict or deal with our difficult person effectively. if you have a problem with someone. that is. and you can easily make yourself a victim to them. whether they know it or not (or even want it or not).you are! If you make them responsible for how you feel. they are in control of the relationship. But for the most part. Yes. Inside our heads. Our thoughts go round and round and round as we inwardly accuse the other person of all sorts of nefarious deeds. look to yourself first.

then real conflict will come to pass and we may find it hard to know what to do. How are you difficult? What do you do that might get up someone's nose or that they might find problematic? We're not saying they're 'right'. When this doesn't happen. That in turn makes it difficult for us to 'see' that they approach communication differently as well. When we expect other people to treat the world the way we do: to be attuned to the things we are attuned to. When we look out at the world through the filter of our own eyes. Just as in the above example at Impact Factory. First let's look at you. when someone else's communication style seems diametrically opposed to our own. One person's difficult person is another person's friend.Yes. to respond the way we do. there are people who bully . It's Everyone Else Here's something else even more startling to think about. how likely is it that you're going to get a personality transplant and become how they might wish you to behave? . it can feel quite disturbing to recognise that someone else thinks we are a problem. alternatively. We all are. it can be very hard sometimes to 'see' that the world looks very different to someone else.and that's horrible.and that's awful. given that you are someone else's difficult person. You might be the only one in the office who doesn't get on with this 'monster'. it's completely subjective. You may have a client or colleague who takes every opportunity to try to humiliate you . When it comes to defining difficult people. But the bottom line is still that you can either choose to be a victim to their personalities and communication styles. somewhere finds each of us really difficult to deal with. or you can take charge of the relationships and manage them. instead of letting them manage you. We just want you to give some thought to the fact that there are people out there who find you just as difficult as you find your difficult person. Someone. Inside ourselves we think we're OK. you might be the only one who does. Yes you are. of course. You are someone's difficult person. I'm Fine. Given that it's you and not them.

Pretty unlikely. get a personality transplant. However. If things stay like this. • • • • • • • • Figure out what's really going on Deal with things as they arise Avoid blaming Build bridges Set clear boundaries You don't have to go it alone Stop colluding Walk Away Conclusion You are always going to have difficult people in your life. You'll find people difficult. you get to maintain the status quo. By change the communication. someone else will find you difficult. . What you do. in all of this there really is good news. your feelings. we mean change what you do and what you say. what you say and how you say it will all create changes in the dynamic between you and other person. Here are some things you could try to help resolve conflict and help you get on better with your problem person. and become how you want them to be? Equally unlikely. are you? The Good News Yes. Earlier we mentioned that the more you make your difficult person responsible for how you feel. If you do nothing to change the current dynamic you stay passive and let things happen to you. You have the power to change the communication. the more power they have in the relationship. In turn. your thoughts. with a bit of practise you can ensure that they don't rule your life. but you will certainly be in charge of what happens between the two of you. You may not always get what you want. how likely is it that your difficult person is going to go out. but you're still no closer to resolving conflict.

A lot of people think of report writing as an onerous task. Suddenly they're under the cosh. But for a lot of people those same essay-writing feelings come flooding back: "Oh my god. etc. I didn't know this was going to be such a big part of the job. My neck is on the line.You might even get to the place where you initiate conflict just so that you can get to a resolution! Creative Report Writing Find the next available Creative Business Writing Open Course Creative Report Writing Creative Report Writing Creative report writing? You want me to be creative? Report writing is hard enough without this extra pressure! Hey! Remember essay writing in school? There were some weirdos (like Jo Ellen) who loved writing essays. tear their hair out. their professionalism and didn't quite take in that writing was going to be part of it all. essay-writing was a homeworknightmare. suddenly they're going to get 'graded'. Something we've noticed with people who hate report writing. I've been given a report to write. their experience. because they tend to create that blank-page horror: what do I do next? . I hate writing reports. is that they don't feel that's what they were hired to do. You might be right. That might be what's going to happen: you may very well be judged. See. etc. try to get someone else to do it for them. it can feel really. leave it to the last minute. your neck might be on the line. Now what am I going to do?" Homework nightmare all over again. report writing may be a breeze. which is why creativity hardly gets a look in. cry. For some of you. but for the majority of students. even if it's just a tiny part of it all. and it's those exaggerated feelings can throw people off guard. All those feelings of inadequacy come up: What am I supposed to do? I'm going to be judged. not daunting at all. They were hired for their expertise. People huff and puff. But it's the overwhelming feelings we're interested in. really BIG.

they lose their unique personality. You'll enliven your verbal 'report' with anecdotes and the feelings you have about those stories. your voice would be conversational. Here's an experiment to show what we mean. there are some organisations that only want the facts and figures. what report writing is all about is that you've taken research and information that you've gathered. Now find a friend and just tell them about the same subject. but we do see that people tend to rely on their facts. it makes them fell they're getting what they paid for. however. Read it to yourself. Things are changing: an information-packed. how much your council spends on policing. What happens. of course. what percentage of your salary goes on mortgage payments/rent/groceries. you've assessed it. they have to give every piece of information they have and cover all the bases. and then you have to present it to someone else so that they have the information that you have and an understanding of it so that they can then use that information. We can pretty much guarantee the two versions won't be the same. They like the denseness. telling someone about it. but there it is. maybe it isn't as dire as all that. they become dull. Most people will go into 'writing' mode that's vastly different from their talking mode. figures and statistics to embellish it. Not fair. Pick something you know something about: how much your favourite football team spent on new players this year. you've brought your expertise to. Now sit down and write an 'essay' about it (it doesn't have to be long!). if that often people feel they need to 'park' their personality and become someone else. Now. it would have colour and changes in tone. is taking all that information and filtering it through who you are and how you naturally express yourself. inflection and . your individuality. When relating something to another person you will have a whole collection of skills you use unconsciously that reflects your personality. But the reality is that in this day and age. fact-packed. OK.What personality? So this is what people tend to do: they constrain themselves. report writing has to be more. dull report usually implies a dull person. figures and statistics to tell the story instead of them telling the story and using the facts. they shut down and fail to bring their information to life. See. Whereas what you need to be doing. The difference is that if you were talking about it.

YOU HAVE TO KEEP THEM AWAKE. misinterpretation) even more than the spoken word.volume. They think that because they are committing themselves to paper and won’t necessarily be around to answer questions and explain something in more detail. They write with overtly professional. the same way you have to keep people awake during a presentation. old. disagree. Reportese vs Conversation Begin to think of report writing as a conversation. Well. That's what we mean when we say people pack far too much in because they think they need to give the reader everything they know. when you write something you can't see whether people are nodding in agreement or nodding off to sleep. facial expressions to layer more feelings and expressiveness about your chosen subject. they have to present differently than if they were giving the same information face to face. comfortable. report writing is the same thing. complicated. It may feel as though you are doing all the talking but let's see if we can help you create that voice. Trying to write in 'reportese' is uncomfortable. it takes your attention away from your main message and you wish you could just tell people what you have to say rather than having e to write it. Because the written word is open to interpretation (read. This is what we mean when we say people adopt a report writing voice. They don't! . filled with jargon. hate it. takes your attention away from everything else (oh my aching feet!) and makes you wish you had your lovely.You don't! It's like putting on new shoes for an interview that you've never worn before. Your voice would do as much (if not a lot more) to convey you message than the actual words you'd be using. lengthy sentences. walking in them gives you blisters. arms and hands. You'd be using your body. you'll know it's a bad move. You're conversing with them but you don't have their input. You see how people are reacting. familiar shoes on. you can see people nodding in agreement or frowning in disagreement? You've hit the target when you can see a non-verbal response. tone and inflection into your report that would otherwise be missing. Well. feel . feel comforted. then it is your job to get the colour. No matter how great they looked and felt in the shop. What you want is for them to have some kind of reaction: they love it. agree. If any of you have ever done that. You know how when you're talking to someone or giving a really fantastic presentation.

disengagement. indifference. So tell a story when you report-write. See. Purpose OK.give people a really clear road map of what you want them to get from your report. People love stories. And for the most part. Something is better than apathy. it's even easier for people to get bored and lose their way with the written word. your readers may well project one onto you. it needs stating. but unfortunately in our experience. we told you it was obvious. It really isn't OK just to pile fact upon fact and hope it will make sense to the reader. 'Now read this bit . So ask yourself a few questions: Who is this report for? What do I want it to achieve? What do I want to 'leave' them with? What do they definitely need to know? How do I feel about all of this? .' That's what you have to be able to do with the written word . people love telling stories: they love setting the scene. Next. See. getting to the punch line and then finishing up with a 'tie up all the lose ends' conclusion. Part of the purpose of stating your purpose is so you can give the reader a road map of your intentions. giving things a big build up.this is the bit that really tells you what's going on. If you don't have a purpose. get angry or frustrated. You have to make sure they read 'this bit'. Boy. do you know how many dull and turgid reports there are out there that create just that: indifference. They can allow themselves to get distracted because you're not there to say. maybe we're going to state the obvious here. You absolutely must have a message you want people to get. if you don't have one. they do.panicky. Again. You need to know why you're writing the d**n thing in the first place. have a point of view. the reader will give you one you may not want.

D. Doesn't matter what it is. Here's one that's a classic in business: In most companies 80% of their business comes from 20% of their client list. actually give people some relatively useless information about it but that will peak their interest. Proximity London. Y. Our regular clients are A. You wouldn't actually have the full picture. we send interesting email newsletters. Write it down as a 'cold' fact. you can filter your information through your purpose and your point of view. C. Our clients really love us because we rarely break a promise. Pick any statistic that you know. but there would be nothing behind it. Merrill Lynch. Or we could try this: 80% of our business comes from 20% of our client list. We run marketing campaigns for both our existing client base and potential clients in order to develop the business. This is how we could write it if we were just giving you the facts: 80% of Impact Factory's business comes from 20% of our client list. we hear you say. Just the actual statistic. and this is actually quite a good way to make the material come to life and give it some of your personality. damn lies and statistics Ah. Now do a kind of 'riff' on it. and they know how much we enjoy working with them. we really listen to the clients' needs and rectify any mistakes we might make as quickly as we are able. etc. etc. we give stuff away free. B. we take them to lunch. all of which shows the depth and breadth of the kind of people who like our work. Here's a little game. But what about all those statistics? OK. Lies. embellishing it. Tell a story about it. We have a range of long-term clients including Fidelity Investments. And this is what we do to ensure a continued interest in what we do: we have unusual marketing campaigns.Once you've answered those questions. They give us X. We've given you accurate information. we exceed expectations. we communicate with them regularly so they feel connected to us. Z amount of work each quarter. Lewisham Council. We like them in return and enjoy developing our relationships with them. Barnet Council. This is the 80/20 rule. . let's take statistics.

analogies and examples. Anyone can take a statistic and give it a dry reading. But their material is written for the customer. You need to be true to your style rather than producing something that anyone could have written. Hewitt Bacon & Woodrow. has material that's clear and really easy to read. For us. and if we then added in the actual figures. Really good report writing is written in language that's accessible to your readers rather than in your language. One of our clients. writing it creatively takes something extra. human resources consultancy . The language is dense. not for the people using them! The same is often true of reports. We always have a cartoon on the front page of our documents. rather than for the person writing it. Take care of your audience . You want people to look forward to reading your stuff. But what it did. anecdotes. It's a signature (long live The New Yorker magazine!). I realised after five minutes that I hadn't understood a thing I was reading.coddle them. On the outside you might think actuarial information. People tend to write from their knowledge rather than from the perspective of the person reading it. This means that our work is true to us and our style. not be the story. that's the key. and I consider myself very competent when it comes to interpreting statistical material. Did you need all that extra information? Probably not. packed with jargon.going to be pretty dull. Who are you writing for? Impact Factory stuff is written by real people for real people. was to paint a picture of Impact Factory that lets you know how we achieve what we achieve. on the other hand. look after them. Do you know why there are so many books on the market for computer dimwits? Because most manuals are written for the people who created the programmes. indulge them. . usually with an assumption that you actually know what they're talking about. Here's another story from Robin: I once was sitting in the reception of a perspective client and picked up a report that was in a stack for people to read. they would enhance the story. Technical reports for the lay person are nearly inscrutable. Our stuff is written colloquially and is filled with stories.It's simply more interesting.

You may have tried some of these methods. squiggly lines. Random words will do. don't try to have the stuff make any sense. Don't edit. OK. Ha! Well. Then you can put everything related to each issue or topic together on a separate page. Mind Mapping This is a hugely popular way of ordering information and letting your brain run free at the same time. a small piece of paper will do. Brain dump Forget order.OK. illustrations. One of the problems is that a lot of people think they should be able to just sit down and write something from beginning to end. and sub-branches and more sub-branches. Blankpage syndrome. And then you can start writing. their thoughts all ordered. Stick figures. Let it be chaotic. No one is ever going to see this stuff. Just throw everything that's related to your report onto a flip chart or a large piece of paper. Here's how it works. The idea is to start freeing up your creativity. I can't draw). the facts and figures tripping off their fingers easily. It doesn't matter. Draw (oh no. If you haven't tried it before. but it's worth having a go at all of them till you find which one/s help you get more creative. let's get practical People tell us that one of the hardest things about report writing is getting started. Write the topic of your report in the middle of a blank page and draw a circle around it. start circling related topic or issues. Most can't. Then draw lots of lines off the circle and write along the line anything that pops into your head about that topic. You can have a great time with arrows. with branches. some can. . Then draw lots of little branches off each of those lines and write (or draw) whatever pops into your mind about each of those subtopics. because it can do wonders for your creativity. phrases. so draw. Step back. even whole sentences. This can go on for a long time. So draw. Or you can draw a picture. weird-looking charts and graphs. It's really well worth having a go. OK. Then with felt tip pens or coloured pens/pencils. Study it for a while.

Let's ask google for a few examples Hi google . First piece of information 2. We. Second issue to be addressed 1. Introduction 1. Look at the repetitions if there are any. . etc C. Anything that works. Next sub piece of information You get the picture! Some people really like to work in this format. Second piece of information 3. First piece of information 2. but we don't want to stop people using it if they find it helps them. in case you didn't get this at school. Sub piece of information b.Don't edit or judge what you're writing/drawing on each line. First piece of information a. After that it really doesn't matter what format you then use: you can sit down and write up each sub-branch into sentences. You may find yourself repeating yourself under different sub-headings. That's OK. The important thing is that you've accessed your mind in a new way. we see nothing wrong with this method either. The idea is to let your ideas free-flow. if at all possible. You can re-order the information. We tend to think that's what you could do after you've tried one of the other more fluid techniques. So. think it might be a little stifling and creativity limiting. personally. the outline method is: Report Title A. First issue to be addressed 1. At some point you can stand back and see if you can find any pattern at all in the little off-shoots. B.Find me some examples of mind maps Classic outline format Yes. we say. Third piece of information and so on.

You don't even need to have blank-page concerns. the stew might just bubble away. how everyone should make sure they recycle everything they could. Use a Dictaphone to just talk. You might sound like a drunken sailor the next day. Great way to get it 'off your chest' if you don't want to turn on a light to write it down. you won't care. If I give too little. really clear using the minimal amount of words. use the tape recorder to babble. Here's an example: Jo Ellen: I happen to be passionate about recycling and I could go on and on boring you with statistics. enlivening style: Here it is: Get people's attention Make it relevant to them Give them your central message Use an example they can relate to Tell them what you think they should do next/ what the next step should be The idea is that you write about 60-70 words in total. you can at least make a record of your thoughts. Once you replay it and type it up you can have a go at making it make sense. If I go on for too long. to jot things down. 30 Second Influencer A few years ago. If you keep your Dictaphone with you at all times. We did this to give our participants a simple model they could use to get information 'over' to others in a punchy. who's doing what where. The next important technical aid is a notebook. Yes. I lose my audience. you can take all your information and order it in outline form. once you've been a bit anarchic. It forces you to get really. It most certainly doesn't need to make sense. This is a way to let the subject stew away in your brain for a while. Keep the recorder next to your bed as you might wake up in the middle of the night with an idea. make notes. also kept with you at all times. Much like having a conversation with a friend. most of this document was 'written' on a Dictaphone. and if you read it out loud it should take just about 30 seconds. the simple notebook. . Indeed. keep tabs on those fabulous ideas that pop up. or if you're not near a computer. but the idea will have been saved. Without it.In other words. Technical aids One way to overcome the blank-page syndrome is not to write at all (at least at first). we created something called the 30 Second Presentation or 30 Second Influencer.

be careful of 'orphans' and 'widows'. You don't. So you need to get ruthless. I might even break down the issues in more detail. yet vibrant way. or a heading that's on the bottom of a page with the information on the next page. heartless and pragmatic and start slashing your report. use pictures. What its purpose is. when they look at a page with very little white space. For instance. . so you can use your text to bring the facts to life. graphs. This is a great opportunity to use stories because the facts/statistics will be there in graph/chart form. Then. If appropriate. I bet you use tons of it every week. Lay things out. They feel they have to stuff their reports with every piece of information they have. is to get you to distill down everything you want to say in a concise. in Bury St Edmunds where I live. Looking good Looks help. we have one of the best recycling records in England. Give the eye a break! Most people. The red editing pencil Most people write waaay too much. Next time you unwrap a package. We could all benefit from recycling more of our rubbish. it's about the way you present that information. It isn't as hard as it looks and the advice on the next page might help you see what needs to go. I will have got your attention. finish a bottle. will already assume it's going to be boring. By opening a report on recycling with my 30-second presentation. It's not just about the information. Here's how it could work: Rubbish! Like me. using the 30 second influencer. think before you toss it into landfill and bin it where it will do some good. Hopefully. I can lead people into my story before they know it. and start every section with the 30 second influencer. Long paragraphs don't work. I've given you a précis of my entire report in 5 sentences. those single words on a line. whether you agree with me or not. it would be my job to enliven those 5 sentences even more with the rest of the report. People can 'see' what you're saying. Short punchy paragraphs are better than long technical one.By starting a report on recycling. and charts to illustrate a point. fold up your newspaper. as we mentioned earlier. and then talk people through them.

The end. perhaps using the 30 Second Influencer. . summarising the key points. Wait! Before you press the print or send button. who it's for. When someone finishes reading what you have written they need to have the information you want them to have and the understanding for it to make sense. if you can keep to that one objective . if you have courage. We'd be surprised if after reading it out loud you didn't want to change a few things. and then you pack up your stall. tell them. Report writing is like that too. what it's going to be used for. You set out your stall. but your ear can hear.And finally What a relief. It should flow easily. one last thing to do.if you find that your words aren't mirroring that expressiveness. you should be able to spot mistakes the eye couldn't see. read it to a friend or colleague. even if they're minor. and then tell them what you've just told them. The bulk of your report is what you want/need the readers to know. You've finished. You know that piece of advice that people give to presenters? Tell your audience what you're going to tell them. Reading it out loud allows you to put some expression into it . putting it in digestible chunks. they know what it is that has to happen next. And like any good verbal presentation.the transfer of useful information from you to others . More than once. more entertaining and more likely that people will read it right to the very end. There isn't a right way to right a report. It doesn't matter what the report is about. but there are lots of things available to help you make it more accessible. Then. get that red pencil out and start editing like mad! And finally finally The most important thing to remember is that there is information sitting in your brain that you need to present in such a way so that other people want it to sit in theirs.then your reports should get easier and a whole lot more creative. make sure your last couple of paragraphs are the ones they're going to remember. Read it out loud.

it's easy to be influenced by common stereotypes. Even when our 'Mother' tongue is the same. The less good news When multinationals develop into or with other countries there may be an assumption that because everyone within the company is working for the same goals and to the same values. However. Misunderstanding is the norm At Impact Factory we say that 'misunderstanding is the norm'. Without realising it. When we work with other cultures. Often we don't. or unwillingness. problems or difficulties arise that many people within these companies are not skilled or adept enough to deal with effectively. . they will automatically communicate. Language is often the least difficult barrier to breach. think and view the world in the same way. The impetus for reaching beyond their own borders makes commercial sense. we don't speak it the same way. we carry those misconceptions and stereotypes into meetings. When we know there may be language differences. we have a greater awareness of the potential for problems. We assume that because the other person knows our language (or we know theirs) that we speak the same language. much more often it's a completely different way of seeing things and an inability. trainings or even social gatherings that can make communication difficult and hard work. This can simply be because they've never had to deal with the issue before. conferences.Cross Cultural Issues Find the next available Communication Skills Open Course Cross Cultural Issues Cross-Cultural Differences Problems and Solutions The good news Multinational companies have the great advantage of working in and with different cultures to make their products and services accessible to a far wider community. When multiple cultures begin working together. misconceptions and prejudices about our new colleagues. to see what the other person is seeing that causes the difficulties.

unless you change and do something different. communication will continue to disintegrate. it seems easier to focus on the differences and to start gathering 'evidence' to support our case about how difficult they are. It is far easier to make small adjustments. we may even try to get the 'aliens' to be more like us so that we feel more comfortable. When we are away from 'home' we may try to recreate that landscape: we surround ourselves with people who are like us. Even if you aren't the interloper but are working at 'home' with someone from another culture. The really good news The really good news is that something can be done about these difficulties that doesn't require you to change everything about you. if we start having difficulties with someone.'). than to look for the common ground which might lead to a resolution. we join clubs where we're all similar. that is often what we think when things aren't going well.' 'If only she'd be clearer I could get my work done more efficiently. If you are in trouble and it feels as though people won't meet you halfway. particularly when communication starts breaking down. We wait for the other person to change so we’ll be all right ('If only he'd listen to me I'd be fine. There appears to be more in common than may actually be so. The reality is: the only person you can change is you. the differences are far more apparent and it becomes much harder to see the similarities. All of us at some time or another have thought something similar. Not only that. The landscape looks familiar and we know the signposts that tell us where we are. or even in our own home territory working with others from abroad. waiting for the other person to change could mean a long wait. We might even create a hurdle out of a hillock! Changing you to change others Life would certainly be a lot simpler if other people would just shape up and see things our way! As ridiculous as that statement looks when written out. yet there are so many similarities that the differences can seem negligible. but somehow we absorb and adjust to the differences.In our own culture (where we feel at 'home'). When you are the 'interloper' you can't afford to wait for the other person to change and see things your way. 'Home' is that place where we feel most comfortable. . tweaks and fine-tunings in order to become a more effective and aware communicator when working cross-culturally. we are all individuals with a host of differences. When we are abroad.

People from each culture think they are making adjustments and accommodations to suit the other. A Cross-Cultural Programme looks at: Diversity of Difference Terms of Reference and Language Assumptions Projection and Perception Images (media. However. Naturally. Look at some of the things that separate cultures and create unnecessary misunderstanding. because in general Finns and Brits communicate differently (sometimes very differently). a full day's training will provide a comprehensive look at the issues involved. Project Management Skills and Training . Nokia Communications knows that there are communication issues between Finland and Britain. For instance. What CAN I do Conflict Resolution and Negotiation (Creating Win/Win solutions) Dealing with Misunderstandings Getting what you want Delegate's specific situations and difficulties Companies that have asked us to include material on cross-cultural issues have been concerned that the vital work of their companies can get compromised (or at least. Impact Factory is able to offer a Cross-Cultural Programme in a four-hour module to individuals who already communicate at a relatively high level. historical) Beliefs and Traditions Avoiding Avoidance Finding Common Ground Spheres of Influence Blame vs. slowed down) if problems (or potential problems) are not brought into the open and addressed. but those changes are not necessarily the ones that are needed: they are often the ones that people assume are needed! Impact Factory would be pleased to provide a complete proposal with a more detailed outline of the course content.On an Impact Factory Cross-Cultural programme delegates: Examine how to look after themselves whilst changing the outcome of difficult or complex communications. Practise how to be in charge of the way communication happens. Discover how they can adapt their behaviour without being in conflict with who they are.

but do know that anything we suggest in this context can (and 'should') be used in just about any project you've got on the boil (or about to be boiled). middle and end (and here you thought we were just a bunch of pretty faces!). More on this anon. Yes. we will concentrate on work-related projects. Some projects rely heavily on the input of a vast range of people. we know it's common sense. Some projects are more complex than others. They have a beginning.Find the next available Project Management Open Course Project Management What's your project? A fund-raiser to fix the church roof? A five-year programme to completely re-organise the way services are delivered in your Borough? A special event to celebrate the launch of a new product? A marketing campaign to increase sales? Installing a new kitchen? Running an IT project with contributors in six different countries? With. Getting started Having an idea of what you want to achieve is a good place to start. Summer hols planned by Committee can be a disaster! For the sake of this document. six different employers? Planning your summer hols? The list is endless: we are all of us surrounded by projects. while some only rely on one person to get them done. perhaps. and they all have some things in common. but it is amazing that this is one thing that can get missed right from the get-go: all projects have a beginning point and an end point and they set the parameters for what's possible to accomplish and when. Most of us recognise that a project should have a good business outcome but what about the people involved? Including you! .

time. Putting your focus on that personal outcome. Knowing where to stop is often a problem. Take a look at the person that has what . etc. enthusiasm. motivation. Add to that list the inner resources that you or others will need . Their self-belief. deciding what it is and why you want it gives you a better chance of getting it and of finding the motivation to keep going when things aren't going to plan. you usually want an idea of the destination before you set out. Take a look at what you realistically have got or can beg. borrow or steal (figuratively speaking of course!) to make your project a success. What do you need? OK so now you know where you are going and how you'll know when you've got there so all you need now is to kit up for the journey.commitment. So. The best-planned projects can fail because the hearts and minds of the people involved have not been won over. space. enthusiasm or sheer bloodymindedness carried them through. you might want to take a look at who you know and who they know. What inner resources would give your project a momentum all of its own? Oh for a project where all the people. kit. On the other hand there are lots of projects that would never have got off the ground but for one or two champions who didn't understand the concept of failure. time and commitment we need are all available! Life is rarely that simple. work out the workable options for your great outcomes. money. Take a look at what you need for your ideal outcome – people. whether it's a project pushing back the boundaries of science or decorating the spare room – so how will you know when your project has reached its intended end? What will it be like? The clearer you are at this point the easier it will be to recognise when you get there – a bit like planning a journey. You might want to start by asking yourself: What do I want from this? Is it possible? When and where do I want it and with whom? What might I have to give up or lose to get it? And is that OK? Who or what do I need to have to make it possible? What you want might be fantastic and it's great to shoot for the stars but a reality check is good for your sanity. So where there is a gap between what you need and what you've got. Who will you have to negotiate with to get the best resources? What can you trade? Who do you know and who can you influence? Bribe? Blackmail? Most of us have a friend with a cousin whose partner's uncle works for a guy with just the thing that you need for your project.Most people involved in a project will get something personal out of it – even if only a headache.

A little bit of forethought and clear communication can avoid heated discussions. That means . It may be that the budget is less than planned or the ideal member of staff isn't available. frustration and late delivery. So internal testing will have to start by beginning of November. Others are vital. They'll have it mapped out for you in full Technicolour with delivery dates. resource allocations and budget projections before you can say 'Millennium Dome'. There are some things that can happen pretty much any time during a project as long as they happen. Otherwise knuckle down and look at what you want to achieve. The crucial thing is to let people know what the critical bits are so. I will need to have the client acceptance tests by the end of November to allow time for final adjustments. When we were having our loft converted the painter couldn't start until the plastering was done. but he needed the plumber to have finished plumbing in the shower before he could connect it up.you want and work back from there. they know what the effect will be if they are late. Once you have your plan of what needs to be done and your critical path you can schedule all the tasks to take you through to your delivery date. if they are responsible for them. Who is in their inner circle? And how can you get at them from your circle of influence? It might take a few connections along the way but worth the effort if it gets you what you want. Others need to know which bits they have to wait for before they can start work.. the plasterer couldn't start work until the electrician had finished wiring up. A really effective way of planning that can help – especially when stuck – is to work backwards from your ideal goal. draw up a list of actions and get going with who will do what by when. how long it will take and how much it will cost. For example. The plumber was waiting for a very small but vital part that was missing from the shower. The part was on a six-week order so work ground to a halt till the very small part arrived in the post! Some things on the critical path will only become obvious when they arise but most can be built into the plan. Till you get stuck and can't think what needs to happen next…. At the end of the day you will have a set of resources that are available to you in your project. How does that affect your planned outcome? Planning Planning is a joy to some and a nightmare to others. If planning is second only to having teeth extracted without anaesthetic on your list of pet hates then try to enlist someone who loves it. critical paths (see below). if I have to deliver a new software package by the end of December.

The team Take a look at everyone in your project team and think about the role you want them to play. If I have a 1 September start date I have eight weeks for the development. It is good for the confidence and . chiefs and not enough Indians. Now. Let everyone know where they stand and what's expected of them. See. we told you perfect summers are rare. You may decide to adopt a laissez-faire management style. We are then surprised and disappointed when it doesn't work out that way. the disasters that emerge or the miscommunication that always happens along the way. . whizz bang development I had originally planned. cooks spoils the broth. barbecues. lazy days...development will have to be complete by end of October. of course in this year of 2006 as I'm writing this. bejewelled.. Budgets overrun and we wonder how it happened.. Does seem perfect. Preferably before they order the individually hand-crafted. rather than the all singing. Letting the people responsible for various tasks know what the budget is that they are working to is always a good idea and the sooner the better. Sounds obvious but sometimes we don't do it because we don't want to offend someone who is expecting a bigger role or because we think everyone knows what is expected of them.blazing hot Mediterranean days. Take your pick.. . designer fountain pens as a giveaway on your exhibition stand at Manufacturing Today. just assigning tasks and letting people get on with it. Budgeting A project that comes in on-time and on-budget is as rare as a perfect summer.. If the end date can't move I might have to limit what I can deliver to what is feasible in that eight weeks. who just needs to know what is going on and who needs to agree to something. Too many. No rain. projects fail because no-one knows what their roles are. who is going to do what. .. At Impact Factory we think you can't clarify enough.. Then tell them. Great if that is your style. Oh! I spoke too soon. all dancing. who is going to manage. much as we wonder where the rain is when we've just planted up a new flowerbed. Budgets should always have some leeway in them for the things you have forgotten. We all set out with optimism and a real belief that it will happen and we make our plans accordingly. So be clear who is responsible for what. who the decision makers will be. we do seem to be having a perfect summer .

Great! But sometimes all anyone comes up with is the same old.self esteem of the members of the project team to have a measure of independence and trust shown. same old. Then you look at making connections between those properties and the subject. or sometimes just accepting that things won't necessarily be done the way you would do them or as well as you would do them (face it. The balance is to make clear what you need to feel OK about letting go of the day-to-day detail. It takes a sizable measure of will power and a good dose of allowing mistakes to happen. But if there is a part of you that worries when you don't hear anything. sometimes with a couple of other steps in between . children like it. If you want it to go by a different route try giving it a different starting point. fruity. There are lots of different techniques for brainstorming – we give you a couple of ideas here but feel free to come up with your own! The jelly method With this one you start with a word that has nothing to do with your project or the problem you are brainstorming. So to cut some new paths in the brain we start with something different.it's wobbly. So if you are looking at a project to redesign your office space you might go from wobbly to flexible to hot-desking. different colours. sweet. It doesn't matter if you can't see the 'logical' connection. Sometimes things need to be more formal. The creative stuff Ever set out on a project that you know will be great if only you knew where to start? Or maybe one where you need some ideas to get past a rather vague bit in the plan? So thinking caps on and see what you can come up with. in larger projects with a buddy system and other things that can be built-in so that people feel well looked after. Putting in place some kind of support mechanisms such as regular scheduled check-ins and reviews. Or to a new concept in supportive seating. It's like a train setting off on a journey and just going down the same railway lines each time. for your own sanity you might want to consider a balance between how much you trust people to get on with things and how much reassurance you need that they will do it. until they're glubbing down for the third time and all you see are the bubbles on the surface of the water. etc. who could do it as well as you?). Then you list all the properties of jelly. Like 'jelly'. or if you think that some members of the team might not have the confidence to speak out when things start to go pear shaped.stepping stones. good for parties. the important thing is to generate lots of ideas that .they won't most of the time. both individually and as a team can keep things in balance. It can be very easy to rely on people to tell you when they need help . We have a few ideas for getting those creative juices flowing.

specially modified equipment. turn it all over and see what you have to do to protect your project and make it a success. Like the most crucial delivery being late . satisfaction of seeing a job through. promotion. critical paths and resource allocation sheets but what about the hearts and minds of the project team? Tapping into what makes people tick is a sure fire way to motivate them. Inversion Turn the world upside down. translation services… Again the more ridiculous the ideas the better because it might trigger a humdinger of an idea for something real along the way. Probability x impact = priority for plan B Similarly putting some effort into thinking about what could go wrong allows you to put a plan B (C or D) in place. It includes things like praise or acknowledgement. challenge. So. You just need to figure out which bribe works best for each person! In our experience the list of things people say motivates them is delightfully varied. Bribery is underrated as a management tool. This is a really good idea when the probability of something going wrong is pretty high.it's always the crucial deliveries that are late so plan for it. temperature control. for the office redesign project you might start with something like: The staff are all lobsters OK so we get things like: Water tanks. What could go right? If all went swimmingly well (indulge me) what might happen? Take a look at the ideal outcome for your project and the ideal happenings along the way. Just thinking about the things that could go right might give you some ideas about how to make them happen. The ridiculous With this one you start with a ridiculous condition. How could you make your project fail miserably? What would it take for the worst-case scenario to become a reality? And then before you curl up in the kitchen in a foetal lump. special food piped in daily.you can sift later. Getting people on board So you have your gantt charts. work package descriptions. responsibility. achievement and learning something .

'What's worked.that's the problem really. sideways Occasionally you want to get a message through to someone higher up the chain. It may seem like a big job but the job will be bigger if you don't. Acknowledging how Fred sees the world is a good starting point for the discussion. OK so money is usually in there too but it is just one of many things and often not top of the list. what hasn't. expectations. Especially true when you have no direct control over the people or resources concerned. Fred may be precious about the bit of kit because it is costly to replace or because other people haven't brought it back when they borrowed it. a favour returned? Think outrageously – bribery. Is there anything you can offer to the person you are trying to influence that might help? An assurance. If you have ever felt like a voice crying in the wilderness at this point then take some comfort from the fact that you are not alone . So take responsibility for being heard. make your message clear and concise then SHOUT. who has the say so? Having worked out who the person is that you need to be nice to you have to see things from their point of view. Cleaning up after a miscommunication. often takes much longer than telling people stuff from the start. corruption. One thing is sure . what else do we need to do?' Getting heard upwards. illegal acts and then see if something real springs to mind – we definitely don't recommend the illegal! The C Word All the way through the project the key to success is often communication . You might need a bit of kit that Fred in supplies keeps under lock and key or a few weeks of Jane's time from IT and she is overloaded with other work. There are so many others trying to get the attention of that person you might as well be crying in the wilderness.new.keeping people informed about deadlines. Not literally (unless you think it might help) but get your message across in a .if you can't find anything to motivate someone to get on with some part of your project then things will be a bit harder than if you can. So for the important bits on your critical path it could be worth putting some effort into working out why they should care. downwards. extra resource. In fact that's not a bad idea because at least it would be something different and that's what you need to get noticed above the general hubbub of lost souls needing the bosses attention. or a missed communication. progress. So how do you get what you want? Well. changes etc. It's a really good idea to have a communications plan in place right from the off and review it just as you do your project plan.

way that gets the attention of your target audience. .. The Best Laid Plans of Mice and Men. promises that aren't kept. Being concise helps.) When it doesn't go according to plan or someone/something throws a spanner in the works. etc.. PANIC!!!! Alternatively. (….. reports that don't get written.. Even if everything is going to plan it is important to let people know. deadlines that don't get met.. you have to be constantly looking for the one that's about to drop off. Etc.and contractors who don't deliver on time. Your project is no different. At this point you may have to put plan B into operation but if this is an unforeseen disaster then you may want to stand back from it and take a new look. Put some attention on how you want the message to be received for a really impactful delivery Monitoring Your project is underway. Etc. best use of current (!) resources. how much contingency help could be at hand but how to get them on board (!!) in time. take a deep breath. As the Titanic sank I suspect there were one or two people worrying about whose fault it was and why it happened. The captain's job was to look at the situation as a whole and decide how best to proceed given all the variables – what are the priorities. keeping a wary eye on the areas where problems are likely to arise and anticipating difficulties ahead of time can save time and grief later. Etc. right? Wrong! It's a bit like spinning plates. people who don't show up. things are taking their proper course so you can sit back and relax. who needs to know and what do they need to know. notice that this happens to other people too and decide how you want to handle whatever disaster has occurred. Most people were probably looking for a lifeboat. Keep your project in the front of everyone's mind with regular progress reports. slow down or spontaneously combust (it happens!). as does being absolutely clear about what you want the person to do. you have communicated well and often. We have seen many projects lose momentum because the project manager has sat back when everything is going to plan. And by that we don't mean looking for someone to blame for the sorry mess. If you're communicating downwards or sideways its not that different. Monitoring the progress of your project..

responsibility. A good thing to do. a box of sinful chocolates. Choose the impact you want and then deliver your message holding that as the intended effect and see what happens. off you go again with a bundle of experience under your belt. Take a look at the other stuff that motivates your team. then not nearly enough as we would like. So taking the time to acknowledge a job well done is worth a few moments of your time. achievement. a bottle or two of bubbly. pride.Now What? Imagine the church roof is fixed. urgency. At Impact Factory we like to think about feeding something in someone. What do you do now? Most end-of-project reviews will take a look at lessons learnt and they usually focus on what went wrong and how to do better next time. What has gone right? What successes can you celebrate so far? Who has gone the extra mile? One of the things that keeps people motivated and pulling together is the sense of having some say in what is going on so try getting input from the team on how they think things have gone and what the future direction should be. Doesn't matter what . a bonus. So why not let them have it? The End is in Sight . the new product is launched or the kitchen is fully installed and operational.Taking Care of Your People Do you like to be thanked for putting in an effort on something? How often does it happen? If what we hear is anything to go by. etc. We feel that knowing what went right and how you did it is maybe even more productive – it means you have more chance of doing it again! Take a look at all the things you have achieved. Is there anything you can do part way through your project to make sure they stay motivated through to a successful conclusion? This is especially important if you have had a disaster or two along the way. Even if things haven't gone so well it's worth making the effort to give feedback. So what will you do this time? How can your next project contribute to your personal goals and build on your success so far? . how you (the team did it) and then celebrate your success: a slap up meal together. Talking of your next project – the church organ or the bathroom or the new widget the research department wants to launch. an extra day's leave.just make sure you celebrate! For your next project you just might find that people come with a level of motivation already because they know that you will end on a high. So what is it you would like to feed in your project team or in one individual? A sense of…. When we look at what motivates people acknowledgement is almost always on the list and often near the top.

it is not just about communicating information. Even a short break can recharge the batteries and have you back rearing to go on your next ambitious undertaking. They come in early. presenting can be a daunting and unpleasant experience. work late and as we know can get less productive the more they work on it. to have advanced presentation skills you should be able to create interest and excitement in your subject and trust and enthusiasm in you. However.Before you get carried away with the excitement of breaking new ground.One to One Presentation Training Presentation Skills Training and Coaching Tips Find the next available Public Presentation Skills Course Presentation Skills Training and Coaching Tips Good presentation skills are within everyone's reach. Business Presentation Skills Training Tips Impact Factory runs tailored Presentation Skills Programmes Public Presentation Skills Courses and personalised One-to-One Presentation Skills Coaching for anyone who would like to give more Effective Presentations Click here for our One Day Presentation Course . For many people. if not most. Too often people just plunge themselves into projects or juggle more than one and feel they have to keep at it and at it until it's done. So give yourself a break. you might want to consider giving your brain a break. and here we'll give you some simple tips to help you hone more effective presentation skills. phone a friend. . go for a swim pretty much anything that allows the right brain to have some breathing space and gives the left brain a rest for a while. do Sudoku. It needn't be so.Advanced Presentation Course Two Day Intermediate Presentation Course .PowerPoint Presentation Course . play computer games. Take an hour to walk in the park. but more importantly. Presentations are an effective way to communicate to large numbers of people at the same time.Public Speaking Course . or a day to do mindless paperwork or filing.

Avoid 'Blue peter syndrome' Try not to over prepare. so make sure you have enough technical skills or backup so that you look like you're in charge.g. PowerPoint and OHPs often seem as though they're out to get you. Pick a few choice bits to learn by heart. practise any moves you may have to make.Let's have a look at some presentation skills essentials preparation developing presentation style dealing with presentation nerves working your audience structuring effective presentations developing as a presenter Preparation Practise your presentation skills Practise on a colleague or friend. getting up from your chair to the podium. Technical support Test the equipment before the presentation. If you video yourself get someone else to evaluate your performance and highlight your best skills. Reconnoitre Go into the presentation room before the event. e. Think about who your audience is and what you want them to get out of an effective presentation. Prepare. Don't rehearse the whole thing right through too often. Slides with words on are of limited value. Your time is better spent going over your opening beginning and your finish. Trust those skills you know you have. pictures. you will find it very difficult to be objective about those skills yourself. prepare. cartoons bar charts etc. Think about content and style. If you seem to have a lot you may find you are showing your audience your speaker notes! . you can then use words to elaborate. Visual aids The skill with visual aids is to use them to give a big picture quickly. Errors in the first 20 seconds can be very disorientating. get familiar with it before you start. prepare. Graphics.

deep breath. but our bodies seem to feel better when they have some sort of displacement activity to occupy them. It's the reason people hold pens and fiddle with things. Until you feel settled do anything . however. Strangely having something to pick up and put down tends to release your breathing. breathing fully out and then in again. can result in shallow upper chest breathing and tension. More effective presentations are ones where you actual put the energy into the presentation (this is a message you will hear again). When you are giving a presentation is not TV. Gestures help understanding and convey your enthusiasm for the topic. Breathe Extra adrenaline. Use any personal gestures or vocal inflections to your advantage. Wave Be more expressive rather than less. do not try to be anyone else or copy another presenter's style. Taking a slow. Hold on to something When you start your presentation you are at your most insecure. The added adrenaline will keep your faculties sharp and your presentation skills ready to engage with your audience. It's very hard to change the way you express yourself. artificial and wooden. This is you communicating live. will relax you. Get something else to do It may seem an odd idea. You need the extra energy to communicate: What you feel when you stand up in front of people is the urge to either run away or fight. Avoid all the well-meant advice about what you are and are not allowed to do. Dealing with presentation nervousness Be nervous A certain amount of nervousness is vital for a good presentation. These days 'good communicators' are more and more frequently seen on TV and held up as models. restricted. If you endeavour to stifle those feelings you will be inhibited. Similarly.Presentation style Be yourself Your most useful presentation skills are the skills you already have. A limited amount of this sort of activity will not be too obtrusive and can make you feel a lot more secure.

or may disagree with you. Interact Engage with your present audience. There will probably be someone else out there for whom you can do no wrong. It's a fact that when adrenaline is flowing your sense of time is distorted and what seems OK to you may look like fast forward to your audience. pace yourself to give an exciting presentation. This includes holding on to a lectern. Show conviction Give an expressive presentation and an enthusiastic presentation and your audience will respond. not the one you have prepared for. If you don't interact you might as well send a video recording of your presentation. questioned. If the light bulbs are not going on find another way to say it. Get some perspective The odds are that someone in the audience will not like your presentation. They may not actually say anything. challenged. argued with. it's the only way you'll know how you're doing and what you should do next. They didn't come hoping to be bored or irritated by your presentation. Your audience need the time to assimilate and interpret what you are saying. Even just standing next to something solid will make you feel less wobbly. . Go more slowly than you think necessary to avoid gabbling. Go slow The breathing tip above will help you to slow down your presentation. Monitor their reactions. As a rule of thumb. but make them feel consulted.you can find to make yourself feel secure.they want you to be good. Working your audience Presentation as Conversation Make your presentation a conversation with your audience. the majority of most audiences want to like you and what you have to say . Use your excitement. use something you know you feel strongly about to build up to an important point or as a springboard to another idea. Look for reactions to your ideas and respond to their signals. which is what you want. One of your best presentation skills is the ability to stimulate your audience into wanting to get more of the information you have. It's why you came. not just to present that information at them. then they will stay awake and attentive. At the very bottom line disagreement is preferable to being ignored.

for example. If you doubt your ability to think on your feet. And remember the light bulbs . Recognise what skills you have.and you deserve it! Developing as a presenter Trust yourself and your skills If you do not think you are up to a particular presentation either get help (do training courses and rehearsals). And anyway a good finish to a presentation will get you some applause . and second. Do this even if you feel like you've presented badly. Similarly. Giving an example always helps your listeners to see more clearly what you mean. Your Presentation Finale End as if your presentation has gone well. For any detail that you cannot present in 20 minutes. you're probably the worst judge of your presentation. most people have better presentation skills that they think they do.Structuring effective presentations Use metaphors Metaphors and analogies are vital presentation skills to develop. Success is the best presentation training Don't over reach yourself. do not use a joke as an ice breaker if you are not good at telling them. for example. The point Stick to the point using three or four basic ideas. then defer questions till after the presentation. if you finish well you'll certainly fool some of the people into thinking it was all pretty good. 'It's like climbing a greasy pole'. or get someone else to do it (there's no shame in recognising your limits). However. try another medium such as handouts or brochures.if they're not lighting up try a different metaphor. First. conveys far more than just literal meaning. It's quicker and more colourful. Several short presentations that you feel went well will do you far more good than one big one that makes you sick with nerves and leaves you feeling inadequate. Examples Effective presentations are full of examples. Feedback . It conveys image and feeling and enables others to empathise through similar experiences of their own.

we know that working effectively isn’t as simple as just ‘working faster’. so we don’t take up too much of that precious time!) tackles three key areas: task management. relationship management and self management. Very few of us make progress by being told what was wrong with our presentation. At Speak First. So many things get in the way of steaming through our task list. misunderstandings in communication. That’s why this course combines time management skills with tips on how to manage interruptions and expectations. When we're up in front of an audience we all have very fragile egos. or a lack of self-belief. Our aim is that you come away from this personal effectiveness course with a host of skills and also the right mindset to: • • • • be more focused and organised prioritise effectively gets things done rather than procrastinating communicate clearly . Personal Effectiveness – learn to do the right things right and save time More than ever. overwhelmed and unable to achieve what we need to. among other things. Follow these essential tips and your presentation skills development will blossom. Our new Personal Effectiveness course (which is only two hours long. the pressures of work – and indeed life – can make us feel overloaded. wasting time on peripheral activities. when we need to. so that you feel like you’re gaining more hours in the day and are much more effective in your role. whether it be additional requests from colleagues. you feel in control and relaxed. both to-do lists and hours worked are getting longer.Encourage those around you to tell you the things you did well. As people are being asked to do even more with even less. how you do it and when you do it. you’ll find that you achieve more in less time. But are we being any more effective? Personal effectiveness is about what you do. If you can get these right. If you can manage these three things effectively. you are trusted and reliable and ultimately you get ahead in your career. we do have lots of tips and ideas to share on how to work smarter not harder. Speak First has not come any closer to inventing an ‘extra time creating machine’ than anyone else. you’ll be amazed at what you can achieve with relatively little pain. Sounds good doesn’t it? But how do you achieve it? Sadly. However. communicate assertively and believe in (and motivate) yourself.

Joe Britto Katherine Grice . It is fun and effective with plenty of opportunities to practise.Liz McKechnie Jeremy Todd . so that as an individual you have the opportunity to learn what changes you can make to the way you work and feel like you have indeed got that ‘time-creating machine’ on your side! Book onto our Personal Effectiveness course on Monday 21 September now. get your message across memorably.Anthony Etherton . anywhere.• • • be assertive and confident do the right things. That’s why we’re now offering Personal Effectiveness as an open course.Bronia Szczygiel . who is delivering the course has just finished writing a book on time management which will be in the shops later this year. structure your material for the best impact and present effectively to audiences of varied sizes.One to One Presentation Training Presentation Course Objectives: * What already works about you as a presenter? * Exploring how presentation works . Click here for our Advanced Presentation Course .One Day (Click here for Tailored Presentation Skills Training) This one day public presentation course looks at all the factors that affect how confidently you deliver any presentation. right feel happier at work We’ve already run the course with great success for some large clients and we know that these two hours will be well spent for many people. easy to practise tools to help you cope with nerves. you’ll have a sneak preview of some of his soon-to-be-published hints and tips! Presentation Skills Course Public Presentation Course .Public Speaking Course .Sara Jordan The Presentation Course offers simple. So by attending this course. Steve Bavister.Tom Bruno-Magdich .Powerpoint Presentation Course .Trixie Rawlinson Tina Lamb . Presentation Courses are run by Graham Bennett . It will help you look forward to your next presentation instead of wishing you were still under the duvet.Two Day Intermediate Presentation Course .

what actually happens to people physically. presented with Conviction and supported by the right Technical backup" First Presentation What's my Unique Presentation Style? This takes the form of a short unprepared presentation to camera.* Developing a unique individual style * Understanding what happens in front of an audience * Practising a whole range of techniques * Hints and tips for effective presentation * Stretching your capacity to present * Presenting with style. body language. Here the presentation course concentrates on the strengths and unique style of the presenter. Much like our tailored presentation training. The presentations will then be played back followed by feedback from the trainer and their own colleagues. This section gives an in-depth understanding of the arenas in which presenting takes place: the physical space. etc. It is based on the mnemonic IMPACT as an easy to remember guide to the main points of presenting. with an assessment of each person's unique presention style. experience and skill. but dealt with . mentally and emotionally. "The use of the Individual's best skills to convey a clear Message. with good Audience interaction. Any real difficulties in style may be noted here by the trainer. well Prepared. There is then discussion about the experience of presenting. audience interaction. the presentation course is structured to reflect the needs and abilities of those attending on that day The Presentation Course Challenge We start with a good look at the dynamic in which people have to present. together with what they would now like to achieve. flair and presence * Using support materials * Enlivening your presentation * Maintaining confidence and handling nerves * Coping better when feeling wrong-footed Presentation Course Programme Opening During the opening session we combine a look at the fundamentals of presenting.

this is the only time during the day that we will review the recording. material and audience . Then we move on to specific areas of difficulty where they seem to get wrong footed and don't do so well. however. The session is modified according to the level of the attendees. rather the presentation material is used to stretch the participants and to incorporate the principles worked on earlier in the day. Care is taken to acknowledge their skills and style. With new or less experienced Presenters the presentation course works to stretch their capacity and to demonstrate the active working of a presenting dynamic. Issues that are incorporated into this session: Raising confidence Clear delivery Ability to go "off script" How to make non-linear presentations How to prompt or plant questions How to talk to differing levels of understanding or experience Communicating concepts quickly Using analogies and drawing on memorable images Structuring your presentation entrance and beginning Dealing with difficult or tricky questions Working presentations round a table The relationship between presenter. They are introduced to easy skills and techniques to help raise their confidence and ease the anxiety associated with presenting. This is not intended to rehearse the presentations. but are used to reinforce some of the principals of effective presentation. We record much of the rest of the day's work. With established presenters the course works more to reinforce some basic principles and introduce more advanced presentation skills as appropriate.later in the presentation skills course. Presentation Course Exercises This set of presentation exercises may well vary on the day. Making a presentation in under 30 seconds Putting across a clear message Using passion to present Structuring your presentation support material Prepared Presentations The second part of the presentation course is work on prepared presentations. The emphasis is on preparing the participants to develop as presenters over the next few months as they make further presentations.

executive and management coaching. Using One So if you've decided that getting a life coach is for you. see things you either haven't noticed or that never occurred to you or that you didn't think was possible. But it's even more than that. question friendly atmosphere Presentation Course Concluding Remarks To include brief mention of anything that has not arisen during the presentations and individual recommendations for further practise. counselling. who want to be more successful. Life Coaching Life Coaching Find the next available Open Coaching and Mentoring Course Life Coaching The popularity of this. a life coach should give you that extra boost of confidence that can make putting it all into practise possible. People who are seeking career coaching. There are scores of reasons for people to pursue life coaching. people are looking to life coaches to help them create a better work-life balance. who want to increase their performance at work. lifestyle changes and individual personal coaching are increasingly turning to life coaches to bring together all the disparate areas of their lives. Participants are given a DVD of their course work from the Presentation Course and supporting documents to help further their progress. who know they need or want to change. The most important reason why life coaching can make a huge difference is that someone outside your life can take an unbiased completely objective view and through that. Why this rise? To start. more than almost any other 'soft skills' training has grown in recent years. here are some things to look out for: . Alongside the objectivity. There are people seeking to be more effective.Difficult presentation issues and people Working your presentation style Developing as a communicator rather than a presenter Creating an interactive. therapy.

It helps to have a counselling or psychotherapy background because sure as damn it. so they feel good about trying new things. Having the ability to look at situations with new eyes and coming up with unusual and yet appropriate options is a terrific skill to possess. Nothing wrong with that. is that people are fed up with their own jobs and life. Whatever 'it' is. Impact Factory doesn't really run courses on life coaching. Therefore. As a matter of fact. A toolkit of confidence boosting goodies. you say. . Things you've had a go at: career changes. but as far as we're concerned. Ok. You need to have a whole strong of 'tries' under your belt. you've got to be demonstrating that you practise what you preach. we think that being a really good life coach is a very special talent and not many people do it well. We aren't some intensive life coaching academy that gives certificates and qualifications to loads of people. Training as a life coach isn't as straightforward as some organisations would lead you to believe. you have to be able to deal with fears. and settle on life coaching. tries.• • • • • • • • You have to like and respect them They need to have a proven track record They need to have done lots of different things in their own life If they have a counselling or psychotherapy background it helps Older and wiser is a good formula They aren't miracle workers but sometimes it could feel like it You need to feel you are making progress right from the first session You shouldn't have to sign up for masses of sessions Being One The best life coaches are people who have actually had some life! We get approached on an ongoing basis by people wanting to train as life coaches. Do these many course and ta da! you're a life coach. look around for something interesting to do. embarrassment. Trying to give someone coaching when they've come up against a life pattern isn't going to work if you don't have the skills to get them through the rocky patches. Creativity is a must. A life coach's job is to instill and develop other people's confidence. all the things that get in the way of people moving forward. we're being a little bit glib here. experiments. You need to be doing it. trying new things. you have to have a whole raft of skills already before you even think of training as a life coach. OK. Not successes. people's deeper issues will arise when looking at life changes. People often don't or won't or can't change their lives because they don't have the confidence to do so. stuckness. learning and developing all the time. humiliation avoidance. life changes. and we agree to a certain extent. What we've noticed recently.

They may even be given overalls to wear. we think the best life coaches are those who seem to have evolved into them as a culmination of years of accumulating experience and skills and a few hard knocks along the way. string.However. balloons. Creativity and innovation . The Splosh Factor can bypass months of frustration and disappointment. etc.The Splosh Factor • • • • Develop your business Review some of those things that once worked so well Help people who are finding old habits hard to break Recharge your creative and imaginative batteries The Splosh Factor allows people to rediscover or refresh their creativity. cardboard. bluetack. pegs. By over throwing the conventional way of doing things for just a day. balls. Within this environment people are enabled to: • • • • • Express themselves in a fashion that is normally denied to them Bond as a group in a significant way Discuss where some of the log jams are within the company or team Come up with effective ways of sorting things out Blow off steam about things that are blocking their lives and work This workshop format is adaptable to various settings. It can be done with a smaller specific team working to a specific objective.The Splosh Factor How to be more Creative and Innovative Find the next Open Creativity and Innovation Workshop Job Creativity and Innovation . sticks. partly to protect their clothing but also to create a feeling of being 'different'. It usually takes place in a playroom environment where participants can make as much mess as they like. We use a wide variety of materials such as finger paints. self-expression and rule-breaking to overturn the normal rules of behaviour. It can be the approach to a team day for an entire small company. . The Splosh Factor uses games and processes that encourage creativity. It can be used at a conference with multiple rooms and trainers to give everyone in the company a fun workout and chance to generate new ideas. This creates an atmosphere of slight anarchy and a wide level of permission that is very fertile.

I don't sing. you just assemble what's already there. here are some suggestion. get it right. So let's begin at the beginning (not always the best place to start when trying to be creative. you're writing the same words.even for just a little while . If we pose as a given that we are all creative. play music. be structured. our ability to see things differently and find new and usable solutions. coming up with solutions that don't have that certain spark and in general your ideas seem stale and tired. If you're working with a group of people and want to open up the whole idea of creativity with them. 'Oh I'm not creative. So it may well be that we are habitually less creative than we might be because we've talked ourselves into some very strong beliefs about what being creative actually means. An interesting kick-off is to run an open discussion about what creativity is. A lot of times our creativity is hampered by the 'rules' we think we are supposed to operate by: be logical. You feel uncreative and uninspired." George Balanchine Well. don't be messy. when your neck is on the line. Dull. We think of ourselves as not creative types therefore we habitually don't challenge ourselves to try.The Splosh Factor Creativity and Innovation "There's no such thing as creativity.Find the next Open Creativity and Innovation Workshop Job Creativity and Innovation . Or there may be times when you've done the same presentation over and over. Creativity comes from laying aside the rules . I can't draw. invent things. The very concept of rules is pretty much antithetical to the creative process and yet we let them constrict us and limit what we allow ourselves to do.so that we are able to reach beyond logic and structure and tap into our imaginations more easily. Then we can assemble what's already there.' etc. but we do need a little bit of logic here!). even assembling what's already there can seem impossible. we were born that way and are all able to pinpoint areas of our lives where we are or have been creative. our sense of being able to do the impossible and ultimately. then what we often find is that people don't usually see themselves as creative. write. This is the place where we store our sense of the ridiculous. . a deadline is looming and it seems as though all eyes are on you to come up with the next creative strategy.

Get your group to 'define' this elusive thing called creativity. The problem is how to remain an artist after growing up". "Why don't we try this?" "How about using this approach?" . What's more being creative is fun.Look at the way that society and the workplace wants us to follow the rules and therefore be less creative. innovative people are highly valued. so much so that we see chronically uncreative people as ill! On a practical level being creative allows us to come up with new ideas that help us to beat the competition. To quote Picasso "Every child is an artist. The thing is. What worked yesterday won't work now. Another quote "The definition of insanity is doing the same thing over and over in the same way and expecting different results." We are programmed to be creative. So these are the Rules most adults are encouraged to live by."What if we look at it this way?" In the modern world new information comes along on a daily (hourly. If we are creative. it doesn't have to be massively different. Follow the rules Don't get it wrong/fail . On a daily level it allows us to solve every day problems. We need rules. but it does require a shift in thinking and beliefs. therefore creative. Then look at the way children are seen as being naturally creative and are given endless encouragement to paint. if we are skilled at innovation we can come up with new ways of approaching situations that have changed. let's take a look at the next question: why do we think creativity is important? Well to start with it’s one of the ways we cope with change. Ok so if all this is true why are we not all creative all the time? Well quite frankly we'd go mad! Just think of a world populated with people who were all wildly creative all the time. Today’s problems cannot be solved with yesterday's solutions. If you want something new you have to do something different. draw and express themselves. Next. Ditto creativity. It would be like a bunch of uncontrollable adult sized children. even) basis.

all the time there has to be an output that is judged as good or bad. perhaps even most of the time. I get all that. you're saying.feel free to give them a go! Innovation and Creativity Through Rule Breaking Here is a list of some innovative games. These rules are good for us some of the time. but a dramatic side effect is that they absolutely block the creative flow. So if you turn the list of rules upside down you'll get something like this. All the time things are serious. Ok. they've shrivelled up. just in case they get it wrong.Don't be foolish Play is frivolous Be logical Be practical Get proof It must be relevant Don’t be vague This is the way we are all normally required to operate in the work place. people may feel that they should be creative. Indeed. some of these rules so completely stifle our innovative streaks that when we are called upon to use them. but only a little bit. We need rules like this in order to create efficient business environments. which focus on rules and rule-breaking. . but if you want to help yourself or others be more creative you could do worse than taking a look at what happens when we don't follow them. Now how do I and my team start being more creative and figure out how to break some of those rules? The following stuff is taken from our Creativity Workout sessions . Anti Rules! Break the rules Get it wrong Be foolish Play Be illogical Be impractical Use gut feeling It must be irrelevant Be vague The most important of these we think is to get back to play. Ok.

you stand in their place and they come into the middle. Reverse it so that As make no eye contact and Bs do. to look for ways to win by doing unexpected things Pick up. you could even begin to make up how to play them. This game encourages people to cheat. Have As make deliberate eye contact and Bs not as they walk briskly around the room. Find 10 different ways to get one person not touching the floor. a slight feeling of danger and that anything might happen. The name of the animal stays with the place not the person. If you can say the name of their animal 3 times before they can say it once. You are looking to stimulate inventiveness and to break down physical barriers (careful with less active or mobile people) . (Can be done in pairs or in a group). Change to 4 and even 5 times as they get the hang of it.Blow up balloons. And just looking at the titles of these games. Eye/no eye contact Divide your group into As and Bs. One word story Word tennis Group counting Just the names suggest a mild form of anarchy. make something. Animal (or dog – dog – dog) In a circle with one person (facilitator) in the middle. Encourage constructive cheating. Give each place a single syllable animal name. put it on display. Reverse it again. then burst them all Write your name Eye contact/no eye contact Animal Pick up Make something Make a name badge Pick something you like – destroy it From bits. to be devious. now make up a story about it Name three things Take breath – listen write/draw Quick Draw: What's in the bag? Let's do this thing really badly. But we'll give you an idea of how a few of them work.

Split into two teams. For instance: The Strangest Thing Each person to briefly describe the strangest thing that ever happened to them. Then ask them to name things wrong.Name Things Wrong Have people run round the room naming things out loud and fast. The Usual Suspects This exercise is about self. quirks. It can be helpful during a session like this to ask out loud "What rule are you breaking now?" or even "What rule can't you break now?" When people have got past the initial reluctance to just muck about for a while you can introduce some games and processes based more in the reality of their lives and work. Create a Political Party Divide the group into as many political parties you want. Each team them looks at the lists and guesses which individual matches with three unknown facts. they are more able to see where they block creative impulses and follow the normal rules. It’s a powerful technique for gaining empathy.disclosure. Then have them create a character incorporating all these oddities. Get each group to give their party a name. who's uncle met a Hollywood star. It’s not about each person rendering up dark secrets. There has to be one promise they know they can’t keep. it’s about letting out an occasional chink of non-work personality. acquaintances and identify their idiosyncrasies. . Each individual lists three things about themselves on a flip chart that the rest of the group might not know. eccentricities. Create a Character Have the whole group or teams within the group make a list of friends. This should get louder and faster and be brought to a sudden stop. relatives. Vote. have them create a party manifesto and then give them 2 minutes to present it. Give the character a name and then have someone make a presentation as that character being the group spokesperson. who's father was a spy. To give you an idea. that kind of thing. Whilst people are doing the kind of activity that obviously has no point other than the game itself. we often ask people to dig back in their memory to see who won a swimming medal.

Here is some feedback from people who have been through a creativity session I found it difficult to not call things by their proper name I found that I censored a lot of my first ideas and by doing so I don't think my second or third ideas were as good as the gut reaction first idea Laughter helps thing to flow I was always thinking about how much time had been taken and what was coming next Time seems very important. When Impact Factory runs creativity sessions for various groups we find that most people need time to ease their way into rule breaking. The one technique that everyone likes and seems able to engage with is the "make it worse" trick. You may get to a very resistant place where people are saying "what's the point of all this". Then one or two people may not do things exactly how we ask them to. It is this ability to shift from one perspective to the other that creative people have developed. . Pushing people to get there quicker can be counter productive. however. is that when you come up with ideas that could make something worse.Processes like these help people to move between the worlds of reality and make believe. I tried to get uncomfortable again As you focus on more serious issues you will find that people drift back into following the rules and you will need to introduce little interventions to open up people's thinking. but at the point of destruction it felt fantastic I found my creativity was stimulated by new ideas generated in the room When I found myself in my comfort zone. By seeing what could indeed make a project crash and burn you can put safeguards in place to stop that happening. With this all you do is take a time out from any problem or issue the group is dealing with and spend five minutes looking at what you could do to make things worse. you often come up with possibilities that might actually happen if you don't keep an eagle eye on things. At first everyone tends to behave and not break any rules outright. The beginnings of deliberate rule breaking are likely to arise about an hour into the session. I kept thinking we should use it productively I've got mixed feelings about the structure within our group The 30 seconds of passion exercise was really good and useful Brilliant to discover some personal things about the team and also some hidden strengths and interests Once I'd chosen my special toy I found it really hard to smash it up. Why people like this so much is that they can be as outrageous as they like and it won't matter! Equally important. to make the project crash and burn.

Creativity and Innovation courses are run by Tom Bruno-Magdich . Having given you the Anti-Rules. please. So do you: Need a boost to your creativity? Or think you’re not creative at all? This one-day high energy Public Creativity and Innovation workshop will help you create imaginative solutions to challenges both huge and small. And do.Having got to the place where people are playing with their ability to "get creative" you can move to working on something serious and relevant. no matter how foolish or unfeasible they may seem.wait till everything's on the table and then do the weeding. here are some more we think are really useful when working creatively with a group of people. have fun! Find the next Public Creativity and Innovation Workshop Creativity and Innovation Course Public Creativity and Innovation Course (Click here for Tailored Creativity and Innovation Training) What's the Big Idea? That seems to be what a lot of companies are asking of their people right now: be more creative and innovative and come up with the next Big Idea. but with the same spirit of fun and play.Philippa Waller . no matter how small or seemingly insignificant. Everyone in the group should contribute something. Don't rule things out as you go along . Write it all down . especially around work-related projects: Everyone's ideas should be considered and debated.Liz McKechnie Bronia Szczygiel .Joe Britto By either developing your creative muscle or finding out that you actually have one. this Creativity and Innovation workshop will help you discover that not only can you increase .Dannie Carr .you never know when it might come in handy.

This is a day where you can engage in an energising and experiential day of discovery. the Five Windows™ represent different approaches to the creative process and help to identify your individual style of creativity. During the process delegates will identify how they personally approach and experience the creative impulse.Writing for the Web and Other Media Course . but for any of you who are called upon to think differently. Generating Ideas – Five Windows™ of Creativity Created especially for Impact Factory by Tom Bruno-Magdich. They then begin a dynamic process called the 'Cycle of Creativity to Innovation'. "How are you creative?" This process reflects Impact Factory's central principle of working . to energise and just to have some fun. your team and your company.Creative Business Writing Course . Click here for our Brainstorming Course .One to One Creativity and Innovation Training Creativity and Innovation Course Objectives * Explore the process of creativity * Identify your own brand of creativity and innovation * Delay the impulse to leap to solutions * Think laterally * Have a whole heap of fun! Creativity and Innovation Programme Cycle of Creativity to Innovation Exploring the journey from Creativity (generating ideas) to Innovation (making ideas real and usable) begins with: Delegates bring an idea. This skill may actually be holding you in comfortable and predictable patterns of thinking that stop you from achieving your full creative potential. project or problem they want to work on during the day. benefiting you. Games Throughout the day there will be a sprinkling of games to free up thinking.your creative options but also encourage truly innovative solutions to emerge. even if they think they aren't creative at all. You may even be someone who is 'too smart too soon' – someone who is quick to see the solution to problems because of your expert ability and technical knowledge. view challenges from new perspectives and indeed come up with new ideas to make your companies more profitable and leading edge. The Five Windows™ doesn't ask the question "How creative are you?" but rather. Creativity isn't just for artists.

Wrapping Up the Creativity and Innovation Day Each of you will summarise your challenge. too soon' category. Ideas Grid: Making Innovation Happen The final big exercise of the day is a process that someone described as a 'reverse pass the parcel' where new elements are added instead of taken away. The Five Windows™ unpicks the actual process of creativity and shows that you have far more choices available than perhaps you realised. Identifying Obstacles Like everything else on this course. solution and what you'll be able to do straight away to make that solution a reality. Working with the material you brought in.Fast and Visible Changes If you are from India and have spoken English all your life. . The Windows help you see things from a different perspective and will also help slow down anyone who tends to fit into the 'too smart. Indian Accent Reduction . pattern smashing. a lot of creativity.especially on the phone. You will then identify how else you will use the material from the Creativity and Innovation workshop in your workplace or any other part of your life. we have a creative way at looking at problems and issues you are facing. some chaos and of course. 1. Speak slowly! This action alone will eliminate many miscommunications. We still aren't looking for solutions at this point. From there you look at the first steps you need to take to achieve the solutions you have identified. We look at your creative and innovative challenge by examining the who. there is still the possibility that people around you in the USA have trouble understanding what you say .with what already works about you. but we have included a couple of simple but effective brainstorming tools here. we turn the problem on its head by unpicking the situation from a variety of angles ending up with why it isn't working as well as it could. what and whys of it and to help you arrive at solutions from a completely new perspective. A Little Bit of Mayhem To further demonstrate the power of the Five Windows™ we have a session on rule breaking. This frees you up from the usual way of approaching problems or challenges and demonstrates how to inject energy to achieve your goals.

7. and so on. 8. read books on mastering the art of marketing. all words should be enunciated clearly in "this is a great opportunity.the sound /d/ for /th/ doesn't sound educated. Examples: the record . the beginning letters will be stressed. For example. and your lips don't touch any of your teeth. 4. why. 3. make sure that you are making the right sound by putting your upper teeth on your lower lip and then saying the words -vintage. Watch out when you say words that begin with a /w/ or a sound the letter /w/ makes.i." including the (main) word /opportunity/. VC. there is a distinct difference between /bet/ and /beat/. Avoid using the words /basically/ and /so/ all the time. Silicon Valley. 6. if the word is a noun. the correct /w/ sound will come out. /take/ not /tek/ . Usually. we learn how to write good cover letters.2. If you pucker your lips like a fish. etc. Practice the basic words you say on a continual basis . say /then/ instead of /den/ or /though/ instead of /dough/. or come and see me and I can practice the intotations/stresses with you. the word /one/. develop awesome web sites. which in American English has five syllables. voice. that we forget that one of the most important things for our professional as well as personal lives is having really good people skills. additional. if we are self employed or working for a large corporation. so it is a /caller/ not a /color/. Don't swallow words that don't carry the main meaning in a sentence. percentage.people can figure out to which word you are referring. 5.e. Therefore. permanent. There are web sites which can teach you the rules. If it is a verb..to project. but it's just as bad as if you were starting every sentence with /eh/ or /um/. For example. I know these are nice fillers and give you time to think. etc. 9. The long vowels in English take longer to say than the short ones .to record. where. the stress is on the end syllable. village. Learn which parts of a word take the stress and which ones don't -profile. Good People Skills We are so concerned about learning everything it takes to become successful in our business lives. 10. Put your tongue between your teeth when you say a word with a /th/ in it . We go to prestigious universities. which. Don't speak through your teeth -open your mouth so that sounds can come out clearly. and force ourselves to make .what. When you say words that being with /v/. if you hold that word with the long vowel for just another moment when you say it. Take care with the short /o/ sound. when. such as. the project .

give them something which is meaningful for the relationship. that’s how it often works– in Silicon Valley. Take the time to smell the roses around you and see how you connect to friends and business colleagues.dreaded cold calls. Sure there are web sites which help us find a roommate or a job. Be genuinely interested in the people you meet Most people (and certainly here in the San Francisco Bay Area) have something interesting to say. . acknowledge what is being said with a smile and a nod of your head. and through him you find what you need. For some cultures. go to plenty of networking events. We are a diverse population from many different countries. it cuts across all cultures and it works. it isn’t as natural as for others. there should always be time to meet with friends. Smiling and encouraging people to speak will make your interactions more genuine and comfortable. Give people something of value in a relationship If you want to be a person people call on. just “hang” with people In the US and in the Silicon Valley in particular. they just have to know that you are interested to hear them. but it’s not fake or manipulative if you smile at people. introduce them to your friends and make them feel appreciated. the San Francisco Bay Area and in the rest of the USA. have some coffee. and while that is important. Many international professionals have learned that it is important to make eye contact while listening. Offer support. but what unites us is the wish to make it here and have a good life – which brings us back to people skills and the realization that they are a must. Ask open questions that elicit other responses than yes and no and give interested responses to what you’re hearing. Here are some considerations on making relationships with people work to your and their advantage: Look at people and smile Have you ever seen someone on the street or in a car and he looks really grim and fierce and then you smile at him and the transformation that happens is incredible? You can have the same powerful effect on the people you meet and who work around you if you take the time to look at them and smile. To use an American idiom that is currently “in”. you also have to react to comments. but we neglect to analyze and upgrade the way we work and deal with the people around us. life is hectic and everyone has a full schedule – but. convey to them the importance you place on your relationship. encouragement and active help with a new job or a relationship problem. make new friends and enjoy being with others without having any reason to meet. But often it is someone who knows someone else he also recently met and who is just being helpful.

say which meeting you are referring to and include the date. If not. if you make mistakes here. it can lead them to an abyss they never would have dreamed of falling into. Body of the email You have to understand that your choice of words will count double because no one can see you or hear your tone of voice. make real. The main thing is that you realize it’s important and do something to about it. Professor. Start checking your spelling in the subject line. Beginning of email Address the person correctly and use the name. There are many coaches and communication groups where you can learn this kind of expertise as well. For futher information. but for foreigners. it has to read as a polite request. but one thing many never consider is that they can take classes or use individual coaches to improve their own people skills.There are obviously many more things that are important in having good people skills. get the correct business title from the web site or previous email. but it is a skill that can be learned.. Writing Effective Emails Oh those strange emails! Writing good emails in English can be challenging for US natives. If you are even a bit unfamiliar with current English usage and want to write effective emails. Spell the name correctly and go with the informality of the US if you send it to someone you know and work with. not titles (Dr. if you don’t handle writing your emails with some care and conscious effort. Madame) you think will flatter the reader or which are important to use in your country. it comes naturally to some. Make sure that you also use ‘he’ when addressing a man and don’t mix it up with ‘she’ in the rest of the message. you should focus on a variety of areas where your email is by doomed to land in the trash. please contact contact us. short statements that the recipient can understand immediately – instead of ‘scheduled meeting’. the reader will likely delete the email without opening it. Some areas to focus on are: Subject line Get to the point. Use ‘please’ and ‘thank you’ to avoid any appearance that you are commanding someone to do something. We at Blendstrup & Associates offer individual as well as group classes that go across cultures and examine which American skills you have acquired that can be expanded and which ones you can still learn. .

many professionals with an Asian language background leave out major words in sentences. run it through Grammar Check in Word first (or send your emails first to your partner. rambling thoughts. often we get emails where – due to the poor grammar . that is – as most of you know already – screaming at someone. they will catch your errors and you can’t make a good first impression again Organize your content ahead of time if you have much to say and if you have (are required) to say much. who are very tolerant about such things as spelling errors. because many people won’t bother answering them due to email overload.. one following the other – no neat paragraphs in between – and words are written together which makes it look crammed and unappealing to read. In any of these cases. they are all in one line. verb and direct/indirect objects – don’t just leave phrases hanging. but if you are writing your emails to other foreign born professionals here in the US.Use soft language. as some of my clients do). they can be less than cordial (they end abruptly).we don’t know what the writer really wants.e. It is worth writing an outline in bullet points and seeing how you can keep your message short and relevant to your reader. the subject).at your earliest convenience.. foreign-born email writers have unorganized. I know many countries use SMS to communicate since cell phone usage is not as cheap as here. and don’t repeat what you were talking about (i. the sentences run on forever. Maybe not to the nice Americans. Often.” There are other phrases you can use obviously. Write complete sentences. people can’t guess them and won’t go on reading or your communications can lead to misunderstandings. even in an office email to other people you work with – “I would appreciate if you could…. .would you please look at this…. All sentences need a subject. there is no plan for action.as well as ( ) within the message take away the importance of ideas you want to get across. or at the end of the email. If you do leave out either the verb. Ending The endings that foreigners write are often full of apologies for bothering someone. Message/content format Too many !!! and …. …. Don’t use all caps. but the kind of shortcuts you use in SMS don’t apply to email ( unless you’re under 20 and then another set of rules apply). I know you all think that is it ‘just email’ but it does make a difference. but this kind of polite language will get a better response. your email can be a waste of your time. Correct grammar If you are unsure about your grammar. Spell check your writing. and it’s not appreciated.

it is really worth finding all of those mistakes that either make you look dumb. land in the trash very fast. Emails in the Silicon Valley. you run the risk of not getting read at all. uneducated or make the message hard to understand.Go back and reread your email. and if you don’t write short. if they escape the spam filters. . You only have a few seconds to catch your readers’ attention. well formulated emails that get to the point in the first line.

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