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.

FEATURES OF INDIAN ENLGLISH:
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.

Contents
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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.

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

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

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

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

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

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

the word Metro now tends to be used to describe both the metropolis and the underground rail network. following the popularity of the Delhi Metro. Use of "blood pressure" or "BP" to refer particularly to high blood pressure. scale.e. what the word would mean in British/American English).not specifically 'high social class'. The use of 'good'." 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). 'high' and 'low' prefixed to 'gentry' is common. Himalayan blunder (grave mistake) long-cut (The "opposite" of short-cut. Use of the word "shift" to indicate "move" (oneself with belongings to a different house or city). as in "I have BP!" to mean "I have high BP or hypertension". nose-screw (woman's nose-ring) . Use of the word "small" to mean "a small amount of" as in "Some small smoke came out of my radiator. and having nothing to do with street crime. "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. However.e." Words unique to (i. protractor etc. 'metros such as Delhi and Chennai') This is a shortening of the term Metropolis. foot overbridge (bridge meant for pedestrians) Funda (fundamentals) as in "I cant understand the funda behind this chemistry formula. cousin-brother (male first cousin) & cousin-sister (female first cousin). Master's or PhD as well. English brother/sister): most Indians live in extended families and many do not differentiate even nominally between cousins and direct siblings. whereas in the United States it refers to completion of Highschool." "Gentry" is a generalized term for social class . as opposed to uncle or aunt. used conversely is one's own brother/sister (of one's parent. 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. mugging or mugging up (studying hard or memorising. 'bad'."). taking the longest route). "Metro" to mean large city (i. as in "When are you shifting?" (instead of "When are you moving?"). in other words. divider. This can be confusing for Europeans. but a schoolmate of the same grade) "eggitarian" for a person who is eats vegetarian food. compass box for a box holding mathematical instruments like compass. milk and eggs but not meat.• • • • • • to mean "will be" in contrast with the standard and American and British connotation of "wants to be (but will not be). who tend to use the word to describe underground urban rail networks.

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

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

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

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

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

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

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

edu/sala25/verma. p. [edit] External links • English in India . ^ Wells. ^ http://dictionary. (2005). p. Student Store. R. 630 15. "An Introductory Textbook of Linguistics and Phonetics". Accents of English 3: Beyond the British Isles. Bilingualism and Trilingualism). IV. (conj. ^ Census of India's eCensusIndia. dickey.. ^ Wells. 626 11. 62 13. ^ a b Wells. ^ multiply. 1995). [edit] Bibliography • Wells. Oxford English Dictionary. 2009. v. page 360 16. Also see the OED. ISBN 0521285410. Accessed on July 1. ^ 1756 BURKE Subl. 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. & B.. 2009 5. J C (1982). p. pp 8-10.com. 2009 6. 629 14.htm "Onset of Rising Pitch in Focused Words in Hindi: an Experimental Study" 17. 624 3. Oxford English Dictionary.reference. Cambridge University Press. adv. ^ a b c d Wells.. ^ a b c d e Wells. p. 2009.2. (Feature: Languages of West Bengal in Census and Surveys. 1991 statistic. 627-628 12. 15th Ed.). Bareilly. 4. 2009. n. pp..uiuc. Accessed on July 1. p. a. iii. "An unnatural tension of the nerves" 9. ^ like.L. 2009 7. ^ Varshney. Accessed on July 1. ^ Cambridge Encyclopedia of the English Language (Cambridge University Press. ^ Wells. ^ BBC. ^ http://www.com/search?q=like%20anything Reference. 2. Issue 10. 2003.linguistics. 627 10. Accessed on July 1. ^ dicky. Oxford English Dictionary. 2009 8. ^ a b c d Wells. and n.

influencing . Dharma Kumar. 2001 (Volume 500). and to listen and respond empathetically. managers are looking for people's ability to communicate clearly and openly. Many companies simply will now no longer put up with it (bravo!).delegating . 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 .team management .appraising . Measuring these soft skills is no easy thing.• • • • • 'Hover & Hear' pronunciations in a Standard Indian English accent. "Linguistic and Social Characteristics of Indian English" by James Baldridge : A rather thorough analysis of Indian language published by the "Language In India" magazine. 108 varieties of Indian English. 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).motivating is now recognised as key to making businesses more profitable and better places to work. by B. They are now assessing them on a whole host of soft skill competencies around how well they relate and communicate to others. An exploration into linguistic majority-minority relations in India.presenting . companies aren't just assessing their current staff and future recruits on their business skills. But in the most progressive companies. Increasingly. Mallikarjun. On the future of Indian English. India Seminar. by Gurcharan Das.communication . and compare side by side with other English accents from around the World. .

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. feel confident in the way they interact. 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. The ability to deal with differences. they also need to make sure their people know how to handle themselves at work and how to relate with their customers and peers. insightful reading. can problem solve. Focus On Soft Skills: A Leadership Wake-up Call by Carole Nicolaides © 2002 The rules for succeeding in business are changing daily. Not only that. can schmooze with the best of them. Yet people are still asking for the magic formula that contributes to a successful organization. Being flexible and able to adapt to the changing needs of an organisation also qualify as soft skills. All these skills are soft and all of them are transferable to the workplace. From showing . knowledgeable people plus innovative products? That's a great start. practise. practise. practise. in order to gain a competitive advantage.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. are good at encouraging. More and more corporations around the world recognize that. as do being able to collaborate with others and influence situations through lateral and more creative thinking. Good soft skills also include the ability of people to balance the commercial needs of their company with the individual needs of their staff. but something vital is missing from this equation. multiculturalism and diversity is needed more than ever. Is it talented. the best news of all is that soft skills can be developed and honed on an ongoing basis through good training. observation and of course.

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

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

However. even the best communicators can have their communication skills undermined when they get wrong-footed. but often don't know exactly what that means or they don't know how to go about making it happen. You might have pockets of 'them and us': marketing vs finance. 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. face potential humiliation.it's just the way it happens. and in our experience that's generally true. IT vs admin. communication will go awry through no one's fault or intention . honed and added to on an on-going basis. unless you are a company of one. That's when it all seems to fall apart and people regress to all kinds of inappropriate and unhelpful behaviour. And without doubt. . HR vs operations. Effective Communication takes real skill Communication skills have to be developed. the more effective your communication will be. consultants vs full time staff. Most people in business think they communicate pretty well. feel misunderstood or get really surprised by someone else's behaviour. at some point or another. You might have cross-functional or virtual teams whose ability to communicate efficiently is vital. 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.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.

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

Therefore. You are the Only One of You There's never one right way to communicate. misinterpret what you mean.Communication Core Skills . Remember! If you aren't clear about what you mean and what your intention is. Everyone communicates differently and sees the world differently. Then you can adjust your own communication to take that into account. 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. . the other person (or people) could easily (and sometimes deliberately). Everything communicates. Far from it. something (more than one thing. When you can do this you are well on the way to promoting better relationships.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. 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. Remember your personal style probably says more for you that all the words you use can. the most effective way to be in charge of what happens in any communication dynamic is changing what you do. Authentic effective communication always happens when we reply on those things we know to be true about or for ourselves. presentation skills are not all there is to it. 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. 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.

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

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

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

looking at what affects the participants and how they might take more charge of situations. This is a practical day filled with exercises. challenge and develop people's knowledge and skills.Jeremy Todd Anthony Etherton .Customer Service Course . processes and exercises designed to stimulate. 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. Communications dynamic . Click here for our Conflict Management Course . 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.how it works This is an introduction to the dynamics of face-to-face communication skills . 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. Everything we do is participative and interactive. games. .Influencing and Negotiating Skills Course .Katherine Grice . There will be work in pairs.Joe Britto .Sara Jordan You'll look at what works about the way you communicate.Julie Wales .Tom Bruno-Magdich .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. how we work and explain how we intend everyone gets the most value out of the communication skills course. The Communication Skills Course will be adapted and changed as we go along to better fit their needs.Tina Lamb .Negotiation Skills Course .Liz McKechnie .

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

symbols of status or the provision of simple or expensive refreshments affect a meeting. an interview or a difficult interaction? In reality there may be things about the environment that we can't necessarily change. 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. How does a family photo. Certainly culture. Communication by Eye Contact One of our most vital communication skills is eye contact and its effect upon the communications dynamic. Its obvious. Back to assumptions again. perceptions and misconceptions rather than upon objective fact. the colour of the walls or the temperature. but successful communicators are sensitive to the culture and geography of a place and can predict the effect of their words and behaviour. . in its widest sense. During the communication skills course we'll play with the room and our participants will experience the effects of the physical changes they make. 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. What does the Environment Communicate? Being aware that non-verbal factors may either help or hinder effective communication is vitally important. 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. like the choice of space. Our intention will be to uncover what the most effective ways might be to approach the situation next time. we will look at what you can do about it. influences how our behaviour and words are perceived. After exploring why and how it happens. 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. we will investigate how they too affect our communication skills far more than we might realise.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. Of equal importance is the effect of breaking natural physical boundaries.

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.

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

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

Even learners in internet-related fields. encourage discussion Monitor groupwork Encourage exchange. discuss and write answers 6.8 million. Elicitation of a pattern 3. 20 years ago students learned the conventions of business writing through letters and telexes. we are still a long way from the moment when personal teaching can be fully discarded. student-centred lesson plan New Media and Soft Skills As regards the 'overkill' of media and new media development directed at the teaching professions. say. "[b]y the end of 2000. and can make word learning less tedious. Look. discuss 4. Presentation of a pattern 2. discuss and guess the point 2. It is certainly true that a well-produced CD-ROM can work miracles for the beginner's faltering steps towards listening comprehension. are unintentional. Machines can do the drilling and controlling of drilled patterns. When you come out of a training program. universities will offer online course work to a logged-on student body of about 5.or even teamwork-tasks . Many of the greatest benefits of training.S. in most cases as supportive to personal teaching" (McGinn 2000: 60). Discuss as a class with teacher EFFECTS ON TEACHER Display pattern. this may now have changed to faxes and e-mails. yet the obstacles to 'winning' your addressee for your ideas. summarize findings Figure 3: Teacher-centred vs. Also. Receive confirmation or correction 3. memorise Repeat with whole class Repeat and vary in pairs Repeat with more variation in groups Repeat in writing Revised: LEARNERS' ACTIONS 1. I would like to hold. you often perform better. such as personal appearance and body language. self-managing and problem-solving skills: If. or the dangers of 'striking a false note' have remained very much the same. stimulate discussion Give solution on board or to groups Guide practice. are in need of communicative. Exchange questions. any teaching material's qualities in featuring any number of the soft skills is what should guide our selection. So. preparation and employment. I do not fear for the future of print-based and classroom-located teaching. but they do not reach beyond that stage. But most of the training forms that focus on 'attitude awareness' and 'conflict handling' are probably not really 'cyberworthy'. And though NEWSWEEK recently painted a glorious picture of the future of online-learning.Traditional: TEACHER'S ACTIONS 1. Controlled practice (slight pattern variations) 4.solve a number of logistic and organisational problems. 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'. Invent questions/exercises for other groups 5. but by other systems. Moreover. not least because their teachers would not embody these skills themselves if they were only 'cybereducators'. Free practice (more expanded variations) 5. listen. Repeat. if communication theorists are only halfway right in claiming that up to 70% of any information is communicated not via language. if understood as a common enterprise of both the teaching and learning personalities involved. instead of saying: 'Here's a new . or are already using 'e-commerce' in their jobs. monitor writing Guide discussion. after all. vary. however. 75% of all U. 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. e-mail-controlled homework . Written reinforcement EFFECTS ON LEARNERS Look.

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

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

" 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. (Cologne. 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). Scherfginstrasse. "Drawing ourselves into teaching: studying the images that shape and distort teacher education. Dr. studied English. Phone/Fax: ++49/ (0)221/466 094. New York: Free Press. Germany. freelance teacher of Business English in a number of Rhineland companies (banking. 1983. .The Art of Saying No This document outlines a practical approach Saying No. 50923 Cologne. C. Rogers. 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. engineering. Reconnect with your real desires for 2006 and remember that Impact Factory is more than just work. New York: Merrill. linguistics. Weber. insurance. (c) Dr. Rogers. Germany. and C.nieragden@online. grammar. Assertiveness Quiz . Day Lecturer in English Literature at the University of Cologne. Mitchell. Albertus-Magnus-Platz. 1998.Just how nice are you? This quiz will help you define whether you really are too nice for your own good. A. 1995). Has published books and articles on English literature. phil. Affiliation: English Seminar. Correspondence: 57. fun processes and our take on lots of personal stuff. 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. Freedom to Learn for the 80s. 50937 Cologne. "Up-front Feedback.Thrive in a Changing Economy. Confidence Confidence is something we all could do with a little more of. University of Cologne. however you can't just pop down the shop and buy it by the kilo. M. born 1965. (Cologne. 1996. automotive industry). Email: goeran.A. 1992). Goeran Nieragden August 2000 Biographical Note: Goeran (male) Nieragden. and idioms. Philosophy and Linguistics in Cologne and Southampton.de Personal stuff This section contains articles. Assertiveness Skills ." English Teaching Professional 8: 29-30. S.

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. less magnetised and much happier. Self Esteem Training and Development Without a firm foundation of your own view of self worth. we don't really have time to procrastinate. Making Personal Development Personal A look at how to make Personal Development really about you. Motivation . Somehow always turns into 'Don’t do today (or even tomorrow) that which you could possibly put off till forever'. rather than someone else's idea of how you should develop.. This article examines ways of building a good self image and raising self-esteem.How To Influence People Influencing Others is a skill. Procrastination? . 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.'. Job Interview Skills .Do it Now 'Don't put off until tomorrow. your self-esteem can be knocked back quite quickly and easily. Simplify Your Life The next article in Jo Ellen's series for Woman and Home magazine explores the idea of . 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.Going for It! Follow your dream . Job Interview Questions. an art without which working in todays professional workplace is very difficult. Interview Technique and Interview Advice.Influencing Skills . And if we have such busy lives (as we increasingly seem to have).Going for a Job Hints and Interview Tips on CVs. Leadership Quiz Want to know if you've got what it takes to lead? Are you prepared to take the helm.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. This article introduces ideas about what can be done to make yourself a more Effective Influencer..

. For instance. 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. Assertiveness Quiz .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. never have the experience of achieving a successful conclusion to a confrontation and then they end up feeling bad. Below is a list of some of the things that adaptive people do. While for others. It may not be a problem for someone else. Therefore. 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. Only if you recognise it as a liability is it one. We are often too hasty to put a judgement on our actions: this is good or that is bad.simplifying your life: stopping for breath. never get to stand up for themselves. to declare that all overly nice behaviour is wrong would be a mistake on our part. 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. See where you fit into the wide spectrum of our definition of nice behaviour. avoiding conflict at any cost might be perfectly all right for some people and never cause them any problems at all. If you personally identify something as a problem then it is a problem for you. remembering what (and who) is really important and streamlining your commitments.

?" 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..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? .

personal stereo. niceness doesn't rule your life. . For you. 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. 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. 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. You may feel that your life is made up of contradictions: at times you have no problems sticking up for yourself. You are well integrated. feel paralysed to do anything and/or get angry without voicing your feelings. which means that your inner and outer worlds match. 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. then you probably are a good judge of the appropriate behaviour for the appropriate situation. But in general. going against the status quo and feeling comfortable doing so. etc. and then there will be other times when you buckle under.? 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). You may sometimes do things you'd rather not or mentally kick yourself for altering your behaviour when you wish you hadn't.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. your life probably works the way you'd like it to. You don't edit your thoughts and actions to such a degree that you diminish yourself.

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

Stress Management Course . 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. It's particularly useful for people who have a hard time setting priorities because of other people's demands. We then look at the ingrained behaviours associated with those feelings. unassertive way of not getting involved in other people's agendas. It is particularly useful for people who have a hard (if not impossible) time saying 'No'.Personal Impact Course . Participants learn to lower and raise their status depending upon the situations they are in. in order to change the outcome of the interaction. We look at the reasons for conflict and ways to build bridges between people. They demonstrate that it isn't always necessary to be assertive in order to get your message across. It helps people begin to see how a change of behaviour can be an easy. . 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. Holding an Assertive Status This set of assertiveness exercises looks at situational. 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.Skills Training Course .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.

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.

Confidence

Confidence

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.

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

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

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

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?

Negotiation Tricks Here we explore a variety of negotiation techniques to suit individual styles and situations. 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. 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. 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.Where do you consider yourself weak or vulnerable when negotiating? Outline a strategy that utilises the most effective rules you have. 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 .

. but to just about anyone who works with others. This isn't exclusive to people in management positions.Joe Britto .develop their coaching or mentoring skills at any level of business. It's not enough to tell people what you want them to do and expect they'll do it. One size doesn't fit all.Trixie Rawlinson .you will probably have to use coaching skills as part of your everyday communication. Coaching and Mentoring courses are run by Bronia Szczygiel .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.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. Click here for our Train the Trainer Course . This course helps you find ways to hand the issues back to the person and encourage them find the solutions for themselves. we are aiming to provide you with some highly effective coaching skills you will be able to put into practise immediately. The temptation when coaching or mentoring someone is to provide the solution to their problem or difficulty. This is true whether you are a manager or someone working alongside peers . 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. you need to be able to understand what it takes to get the best out of each individual. We aren't aiming to teach you how to become a fully accredited coach.

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

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 .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. 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. 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. Emotion vs Objectivity An advanced listening skill that is crucial to give mentor's objectivity in being able to separate emotion from fact. 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. . This skill is great for moving things forward. only those that are determined to be useful for the group.' Awareness of what you are feeding and why is the key to being an effective mentor. through body language and attitude. Conflict Defuser A tool to calm down difficult confrontations. 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 .

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

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.knowing when to turn it up and down Dealing with difficult participants and situations Train The Trainer Training Day Two . Nothing 'run of the mill' about us.sales. flair and professionalism. financial planning.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 . Two day Train the Trainer Training Programme: Day one . commercial awareness. we build confidence.No matter what kind of training you do . shop floor skills . the confidence to know that whatever is thrown at you.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. Click here for our Coaching and Mentoring Course . insightful. IT skills. Impact Factory's Train The Trainer Training is interactive. refreshing and fun. interpersonal skills.you need to be well prepared and able to handle whatever happens in the training room with panache.

the issues surrounding personal development are the same in any area of your life. learn new skills. And myths they are if you look at the gentler. more humane way to approach personal development. not a tearing apart and a putting back together again. we're pretty much set in who we are. a relationship (or not). Although Impact Factory primarily works with people in the workplace. 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. they're not quite sure how it relates to them. It shouldn't be wrenching. have a job. Often when we become adults. Delegates will also be able to take away Impact Factory web cards. including our memorable visual cue cards. colleagues. 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?). This is because there's an awful lot of talk about personal development and for some people. but we're just going to take a little side step here to talk about the broader issue of Personal Development.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. how we think and behave and what the nature of our emotional selves is. And here are a few reasons why: . friends. it should be a natural evolution of who you already are. which will give them access to our extensive e-library of useful documents. you don't need to have an 'epiphany' and change your ways forever. Personal Development can sometimes seem like a pretty daunting 'task' rather than something to be desired or pursued. Common myths.

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

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

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

Agreement As a tool for defusing polarised arguments.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. Followed by a breakdown of the components that go into making an impact. 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. They will get feedback from their colleagues on what else they see working. Assumptions and Personal Impact A look at the assumptions we make automatically and how they affect the way we behave. . 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. It's also helpful for people who have a hard time setting priorities because of other people's demands. Personal Boundaries This section deals with personal space boundaries as well as internal issues that people would rather not talk about. paying particular attention to how they think they impact on others. It is particularly useful for people who have a hard (if not impossible) time saying 'No'. Analysis of each person's style and strengths Each person gives a short analysis of their personal style and what works for them.

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. 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.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.PowerPoint . identifying specific situations. inspiring and motivating others. 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. First impressions A group exercise where each person gets to practise a variety of first impressions. 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 . 60 seconds of silence This exercise allows the participants to experience the dynamic of silence and to see how they react to it.Public Speaking Course . people and areas of their work to illustrate. Persuasion.Advanced Presentation Course Two Day Intermediate Presentation Course . Everyday objects An exercise to stretch the capacity to communicate non-verbally. Presence exercise This is an awareness exercise to help deal with self consciousness.

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

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

" :: CONCENTRATE ON YOUR OPENING AND CLOSING "Don't over-rehearse but do make sure you get your opening and closing right . "You will physically loosen up and you'll be off and running." :: ALWAYS TEST OUT TECHNICAL EQUIPMENT BEFORE HAND For obvious reasons! Find the next available Open Public Speaking Course Public Speaking Course ."Don't get stuck in one place . 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. "It also gives your body something else to do . which are the ones that are stuck. :: BEND YOUR BODY "One of the most important ways to relax is to bend in the middle of your body beforehand ." jokes Chandler.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. such as notes or a glass of water.there's nothing worse than seeing somebody rooted to the spot with terror. :: GET TERRITORIAL "If you simply take something with you.you'll be in trouble as everyone will look at you and you'll feel like a rabbit in the headlights. :: 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.what this does is release the muscles around your midriff and lower back." Chandler says." :: STAND OFF TO ONE SIDE "Never go centre stage .this will make a lasting impression on people and ensure that you don't just dribble off at the end.

Advanced Presentation Course . structure your material for the best impact and speak effectively to audiences of varied sizes. Public Speaking courses are run by Tom Bruno-Magdich .Tina Lamb It offers simple. 2) Bring along any specific situations (and related material) in which you find public speaking particularly challenging. .Two Day Intermediate Presentation Course . placing particular emphasis on what you feel you do well.One to One Presentation Training . get your message across memorably.Liz McKechnie . It is fun and effective with plenty of opportunities to practise. particularly dealing with nerves and anxiety.Trixie Rawlinson Graham Bennett . Public Speaking Course Preparation 1) Prepare a brief description of your thoughts and personal experiences of speaking in public.Open Public Speaking Course (Click here for Tailored Public Speaking) This one day Public Speaking Course concentrates on effective public speaking. easy to practise tools to help you cope with nerves.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. Click here for our One Day Presentation Course . Public Speaking Course Programme : Delegate input Delegates will give a brief summary of their public speaking experience.

with . Turning points This is an exercise in using personal material to produce empathy and strong feeling in an audience. Your knees may shake and a quaver affects your voice. When all that happens most people don't think of getting their message across in a compelling and interesting way. to feel you have a phobia about public speaking. 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. 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. 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. 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. It gives an overview of how communication works at its best and identifying where it can go wrong.how it works This is an introduction to the dynamics of face-to-face communication . In a way. in fact.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.looking at what affects the participants and how they might take more charge of situations. Public Speaking Dynamics . well Prepared. Your heart may race and those well known butterflies invade your stomach. it's less normal not to have nerves or anxiety.

Unless you know you're absolutely facing a hostile group of people. and delivering information with varied emphasis. As always the session is modified according to the level of the attendees.a perfect invitation to catch up on those zzzzs. How to build confidence by defusing your assumptions Your audience can be your friend. . humour (where and when appropriate) the five key questions. 30 Second Presentation Each delegate will work with a model that allows people to put across a powerful 'presentation in 30 seconds. This is not intended to rehearse the actual speech but rather to use it to incorporate the principles worked on earlier in the day. body language and eye contact. rather than assuming they don't like you. give them the benefit of the doubt that they do. This is to get a picture of some of the challenges that arise in certain settings. They're on your side! Therefore. Ways to keep them awake Here we explore some sure fire techniques to keep your audience engaged including working with story. 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. 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. Prepared Speeches The second part of the day is work on prepared speeches. not having to open their mouths . We look at how mind reading assumptions is a confidence killer.good Audience interaction. without appearing to patronise. Preparation Tools Here we have a number of different processes that emphasise the value of preparation and rehearsing different approaches to any speech. cushy chairs. presented with Conviction and supported by the right Technical backup Location Location Location! A brief discussion on the various arenas in which participants speak. metaphor. human nature is such that your audience wants you succeed.

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. Assertiveness Skills Find the next available Open Assertiveness Skills course .Before and After the Speech Techniques for interacting with your audience before and after the talk. rather than a missile Deliberate Misunderstanding To demonstrate how effective analogies can be. Confidence by Numbers These two exercises look at the power of instantly changing your confidence and sense of importance when relating to others. 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. Staying relaxed and dealing with last minute anxiety. 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. 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. 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.

which is about how to say no in a way that's manageable. or agree to things they'd rather not. or get landed with work that isn't theirs and so on. there is so much anxiety around the possible consequences of using it. or who swallows their resentment when they are 'volunteered' for something they don't want to do. Of course. there are times when saying the 'n' word is a necessity. 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. deals with the difficult feelings and actually might be some fun. or feel pressurised when someone senior to them needs something done. how to say no without ever saying the word. 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. and in. In some cases it is indeed.Assertiveness Skills • • • • • • • What is the Art of Saying No It's not Assertiveness Not Nice . that people don't say anything at all. could be a sackable or disciplinary offence. But in our experience. say.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. After having worked for some time with people where saying no either feels impossible or just isn't allowed. Or they feel obligated when a colleague asks a favour. That can't be good for anyone. 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. The reason we've been asked this is that assertiveness training has been around . There are even some work places where saying no is definitely frowned upon. do have a peek at the book. or who quakes at the idea of having to be a bit tougher with a supplier or even someone they manage. For a more in-depth look. we created a body of work to address it. the police force.

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

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

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

That's the way to handle Negotiations. Changing Others by Changing Yourself A lot of us wish that the person we are in conflict with. then I wouldn't be so frightened.Have Easier Negotiations Find the next available Negotiation Skills Open Course How to Negotiate Better Heads I win. would change. given way when they didn't want to. none of us has to change our whole personalities to create a more satisfying outcome! Negotiating . no. Good negotiations are about both sides leaving feeling they got what they wanted. friend. or feel intimidated by.' 'If only' puts the onus on the other person to change how and who they are and makes them responsible for how we feel. or when we're feeling hard done by. You become more burglar-proof. I'd be much happier. isn't it? Well. tails you lose. felt threatened. It does seem to be part of human nature to blame others when things go wrong in our lives.When you make it easy for other people. By using some of the tools outlined above. Unsuccessful negotiations are when either side feels they've compromised too much. we all have the ability to take charge of most situations and make them all right for ourselves. rather than being victims to what other people want.' 'If only she'd stop complaining about my work. felt undue pressure. It's also rather wonderful to think that rather than waiting for someone else to change to make things all right. 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. Then everything would be all right. made sacrifices they didn't want to. What also makes it easier is that we all just have to get better at 'the art of saying no'. people can get a sense of being in charge of situations. If you take away the 'if only' excuse you also take away the need to blame and make the other person wrong. Good negotiation isn't about winning and it isn't about someone else losing. . partner and even said it ourselves: 'If only he'd listen to me. or at least better off than when they went in. they will naturally keep coming back. We've all heard this from a colleague.

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

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

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

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. The easy presentation skills route then. touch your ear or nose (apparently this means you're lying). The difficult presentation skills path is the one where you learn to get it right first time. . 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. is to do all the things people will tell you are "wrong" one after the other. For the rest of us. presentation skills are something we learn.Advanced Presentation Course Two Day Intermediate Presentation Course . It is important that you are aware of what you are doing. trying to interpret and understand you. Given that it can be a daunting and even frightening area of learning for most of us. So you have a choice. A gesture used over and over again becomes at first irritating and then all consuming.Public Speaking Course . You can take the easy route. This is "how to" learning. as a presenter you shouldn't cross your arms. You are stood in front of a group of people who are looking at you. Most presenters are concerned about their body language when presenting. 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 . your hands will start working in concert with your words. judging you. You can learn the rules for what you are not allowed to do and apply 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. which includes your idiosyncrasies and quirks (this way you don't have to learn to behave differently when you present).Click here for our One Day Presentation Course . put your hands in your pockets. very quickly. Let me give you an example of what I mean. to be flawless in your delivery and to make no mistakes. The easier path is the one where you learn how presentation skills work and develop a style. the reason we feel so self-conscious when presenting is perfectly rational. For instance. sway from side to side… The list is a long one and fortunately you don't need it. your audience won't be able pay attention to anything else. Indeed for some people it will limit their career prospects if they are seen to be reluctant to make them. Learning what to do and what not do. Incidentally. 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. however.

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

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

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

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

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

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

our old friend communication. . what the game plan should be. Sometimes we fail abysmally. enough so. or even work in the same office or even the same country. At Impact Factory. What makes it a team are shared values. who needs to work closely with whom. our 'team' consists of a group of freelance partners and associates who come into the office as and when. what each member's role is. And. Then there are teams that all sit in an open plan space and chat with each other all day as things arise. 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 . There are teams that seem to do all their communicating via e-mail or conference calls. Everyone is however still a member of the Impact Factory team. 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. There are teams where people sit in separate spaces and get together once a day/week/fortnight.people who hardly ever see each other. 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. Sometimes it's as simple as learning more about the people you work with. goals and objectives. for instance. of course. that people do feel part of this identity known as Impact Factory. 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. such as working through entrenched difficulties or defining how a long-distance team communicates. and sometimes it's a whole lot more complicated. or if you do.

it still has to be able to function well and achieve its goals. on occasion. Yours doesn't have to be a classic team. 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.So what is your team? The better you are at identifying what kind of team you are. phone calls. being asked to pop into unscheduled meetings. Which leads us to the second question. however. . to get away from e-mails. Whatever it looks like. The one thing that everyone recognises is that whatever you want to call it (building or development. 'it' needs to be done away from the office environment.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. • • • • • • • 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 . the better you'll be able to identify what it needs to work well. it just may not look like one. people dropping by. 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. This is actually where many people get confused. questions and demands. but then find themselves part of something that doesn't fit that picture. be any or all of those things It may still be a team. event or away day). A team event can encompass any and all of those questions. The idea is to slow things right down. 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. They have a picture of what a team is supposed to be.

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

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

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

the focus. the easiest way to begin to understand it is to look at videoconferencing.’ think again. 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. the size and position of the television. Another example is the telephone. . the sound equipment. So much is communicated by the context in which a communication happens. the zoom. It is not you. Instantly. not replace it. what is the difference in the communication using a landline or a mobile phone? If you think. Think for a moment. ‘none. 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. 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. you will start to think like a television director. then communication happens in the normal face to face manner and any technology that is used is there to support the communication. 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.The key here is the distance involved All the while the people in the communication are in the same location. 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. as you want to make changes to the lighting. someone (maybe you) thinks you important enough to invest in. Immediately you will become aware of the limitations of the setup. then the technology is the communication. Though this is applicable to all forms of communication technology. However when one or more of the people are at a different location. they’re both phones. The very medium of a mobile phone (they are not yet invisible) communicates that you are out of the office. your time is valuable. the call is more important/urgent.

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

Like driving a car: 'I'm a good driver. 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. thank you very much. return my calls. 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. but if that person would only change. If he/she would just listen to what I'm saying. my life would be great. 9. but communication is a human issue. understand where I'm coming from. Try out things and have your partner tell you how they experience you at the other end. . 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. It’s easy to get ‘lazy’ when there’s all this up-to-date technology ready to do your bidding. It is an investment that will really pay dividends. see things my way. Communications technology is wonderful stuff.8. Learn how to operate your equipment.' Indeed. Use it to show you at your best. not only is it the other guy's fault. be more patient. Don’t hide behind the technology. It’s you they judge. you are the one who is out there. then we would get on just fine. However. it's all the other idiots who don't know what they're doing. Get the technical person to explain how it works.

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

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

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

their professionalism and didn't quite take in that writing was going to be part of it all. That might be what's going to happen: you may very well be judged. For some of you. which is why creativity hardly gets a look in. tear their hair out. I hate writing reports. Something we've noticed with people who hate report writing. and it's those exaggerated feelings can throw people off guard. suddenly they're going to get 'graded'. essay-writing was a homeworknightmare. But it's the overwhelming feelings we're interested in. your neck might be on the line. even if it's just a tiny part of it all. try to get someone else to do it for them. it can feel really. really BIG. I didn't know this was going to be such a big part of the job. cry. They were hired for their expertise. their experience. My neck is on the line. leave it to the last minute. All those feelings of inadequacy come up: What am I supposed to do? I'm going to be judged. not daunting at all. because they tend to create that blank-page horror: what do I do next? . etc. But for a lot of people those same essay-writing feelings come flooding back: "Oh my god. I've been given a report to write.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. Now what am I going to do?" Homework nightmare all over again. but for the majority of students. See. You might be right. Suddenly they're under the cosh. etc. is that they don't feel that's what they were hired to do. report writing may be a breeze. A lot of people think of report writing as an onerous task. People huff and puff.

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

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

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

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

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

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

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

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

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

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

think and view the world in the same way. it's easy to be influenced by common stereotypes. Without realising it. . misconceptions and prejudices about our new colleagues. 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. or unwillingness. We assume that because the other person knows our language (or we know theirs) that we speak the same language. However. The impetus for reaching beyond their own borders makes commercial sense. we have a greater awareness of the potential for problems. much more often it's a completely different way of seeing things and an inability. When we know there may be language differences. we carry those misconceptions and stereotypes into meetings. to see what the other person is seeing that causes the difficulties. conferences. Often we don't. Misunderstanding is the norm At Impact Factory we say that 'misunderstanding is the norm'. Even when our 'Mother' tongue is the same. When multiple cultures begin working together. Language is often the least difficult barrier to breach.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. 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. problems or difficulties arise that many people within these companies are not skilled or adept enough to deal with effectively. they will automatically communicate. we don't speak it the same way. When we work with other cultures.

we are all individuals with a host of differences. waiting for the other person to change could mean a long wait. 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 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. . unless you change and do something different. When you are the 'interloper' you can't afford to wait for the other person to change and see things your way. All of us at some time or another have thought something similar. particularly when communication starts breaking down. 'Home' is that place where we feel most comfortable.In our own culture (where we feel at 'home'). communication will continue to disintegrate. 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. Not only that. There appears to be more in common than may actually be so. but somehow we absorb and adjust to the differences. tweaks and fine-tunings in order to become a more effective and aware communicator when working cross-culturally. 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. 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. if we start having difficulties with someone. When we are away from 'home' we may try to recreate that landscape: we surround ourselves with people who are like us. than to look for the common ground which might lead to a resolution. that is often what we think when things aren't going well. we may even try to get the 'aliens' to be more like us so that we feel more comfortable. the differences are far more apparent and it becomes much harder to see the similarities. The reality is: the only person you can change is you. yet there are so many similarities that the differences can seem negligible. When we are abroad. it seems easier to focus on the differences and to start gathering 'evidence' to support our case about how difficult they are. Even if you aren't the interloper but are working at 'home' with someone from another culture. It is far easier to make small adjustments. we join clubs where we're all similar.

historical) Beliefs and Traditions Avoiding Avoidance Finding Common Ground Spheres of Influence Blame vs.On an Impact Factory Cross-Cultural programme delegates: Examine how to look after themselves whilst changing the outcome of difficult or complex communications. People from each culture think they are making adjustments and accommodations to suit the other. Practise how to be in charge of the way communication happens. slowed down) if problems (or potential problems) are not brought into the open and addressed. Nokia Communications knows that there are communication issues between Finland and Britain. For instance. because in general Finns and Brits communicate differently (sometimes very differently). Look at some of the things that separate cultures and create unnecessary misunderstanding. Naturally. a full day's training will provide a comprehensive look at the issues involved. Project Management Skills and Training . A Cross-Cultural Programme looks at: Diversity of Difference Terms of Reference and Language Assumptions Projection and Perception Images (media. Discover how they can adapt their behaviour without being in conflict with who they are. 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. 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. However.

six different employers? Planning your summer hols? The list is endless: we are all of us surrounded by projects. perhaps. we know it's common sense. They have a beginning. More on this anon. Getting started Having an idea of what you want to achieve is a good place to start. Some projects rely heavily on the input of a vast range of people. Summer hols planned by Committee can be a disaster! For the sake of this document.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. we will concentrate on work-related projects. 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). 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. Some projects are more complex than others. Most of us recognise that a project should have a good business outcome but what about the people involved? Including you! . and they all have some things in common. middle and end (and here you thought we were just a bunch of pretty faces!). Yes. while some only rely on one person to get them done.

money. Knowing where to stop is often a problem. work out the workable options for your great outcomes. Take a look at what you need for your ideal outcome – people. time and commitment we need are all available! Life is rarely that simple. Take a look at the person that has what . 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. So. borrow or steal (figuratively speaking of course!) to make your project a success. etc. motivation. 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. Putting your focus on that personal outcome. kit. 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. you might want to take a look at who you know and who they know. space. enthusiasm or sheer bloodymindedness carried them through. enthusiasm.Most people involved in a project will get something personal out of it – even if only a headache. What inner resources would give your project a momentum all of its own? Oh for a project where all the people. 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. 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. Take a look at what you realistically have got or can beg. The best-planned projects can fail because the hearts and minds of the people involved have not been won over. 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.commitment. Their self-belief. Add to that list the inner resources that you or others will need . So where there is a gap between what you need and what you've got. time.

but he needed the plumber to have finished plumbing in the shower before he could connect it up. That means . 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. Otherwise knuckle down and look at what you want to achieve. At the end of the day you will have a set of resources that are available to you in your project. A little bit of forethought and clear communication can avoid heated discussions. There are some things that can happen pretty much any time during a project as long as they happen. They'll have it mapped out for you in full Technicolour with delivery dates. if they are responsible for them.you want and work back from there. they know what the effect will be if they are late. how long it will take and how much it will cost. 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. 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. the plasterer couldn't start work until the electrician had finished wiring up. So internal testing will have to start by beginning of November. How does that affect your planned outcome? Planning Planning is a joy to some and a nightmare to others. if I have to deliver a new software package by the end of December. The plumber was waiting for a very small but vital part that was missing from the shower. 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. Others need to know which bits they have to wait for before they can start work. Others are vital. I will need to have the client acceptance tests by the end of November to allow time for final adjustments. resource allocations and budget projections before you can say 'Millennium Dome'. When we were having our loft converted the painter couldn't start until the plastering was done. For example. critical paths (see below). It may be that the budget is less than planned or the ideal member of staff isn't available. frustration and late delivery. draw up a list of actions and get going with who will do what by when.. The crucial thing is to let people know what the critical bits are so. A really effective way of planning that can help – especially when stuck – is to work backwards from your ideal goal. Till you get stuck and can't think what needs to happen next….

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

they won't most of the time.stepping stones. children like it. who could do it as well as you?). Then you list all the properties of jelly. the important thing is to generate lots of ideas that . Like 'jelly'. Great! But sometimes all anyone comes up with is the same old. We have a few ideas for getting those creative juices flowing. 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.it's wobbly. different colours. Then you look at making connections between those properties and the subject. sweet. etc. It's like a train setting off on a journey and just going down the same railway lines each time. 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. It can be very easy to rely on people to tell you when they need help . Putting in place some kind of support mechanisms such as regular scheduled check-ins and reviews. in larger projects with a buddy system and other things that can be built-in so that people feel well looked after. same old. 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. If you want it to go by a different route try giving it a different starting point. sometimes with a couple of other steps in between . Sometimes things need to be more formal. 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. good for parties. Or to a new concept in supportive seating. 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. both individually and as a team can keep things in balance. until they're glubbing down for the third time and all you see are the bubbles on the surface of the water. It takes a sizable measure of will power and a good dose of allowing mistakes to happen. So to cut some new paths in the brain we start with something different. The balance is to make clear what you need to feel OK about letting go of the day-to-day detail. It doesn't matter if you can't see the 'logical' connection.self esteem of the members of the project team to have a measure of independence and trust shown. fruity. But if there is a part of you that worries when you don't hear anything. So if you are looking at a project to redesign your office space you might go from wobbly to flexible to hot-desking.

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. responsibility. 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. This is a really good idea when the probability of something going wrong is pretty high. promotion. Inversion Turn the world upside down. work package descriptions. Bribery is underrated as a management tool. challenge. achievement and learning something . special food piped in daily.it's always the crucial deliveries that are late so plan for it. turn it all over and see what you have to do to protect your project and make it a success. It includes things like praise or acknowledgement. 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. for the office redesign project you might start with something like: The staff are all lobsters OK so we get things like: Water tanks.you can sift later. Like the most crucial delivery being late . satisfaction of seeing a job through. 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. Getting people on board So you have your gantt charts. specially modified equipment. 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. 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. temperature control. 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. So.

new. or a missed communication. One thing is sure . often takes much longer than telling people stuff from the start. OK so money is usually in there too but it is just one of many things and often not top of the list. corruption. There are so many others trying to get the attention of that person you might as well be crying in the wilderness.that's the problem really. changes etc. 'What's worked. what else do we need to do?' Getting heard upwards. a favour returned? Think outrageously – bribery.keeping people informed about deadlines. 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. expectations. Is there anything you can offer to the person you are trying to influence that might help? An assurance. It may seem like a big job but the job will be bigger if you don't. extra resource. Not literally (unless you think it might help) but get your message across in a . 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. So for the important bits on your critical path it could be worth putting some effort into working out why they should care.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. what hasn't. 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. Especially true when you have no direct control over the people or resources concerned. 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. progress. 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 . downwards. make your message clear and concise then SHOUT. Cleaning up after a miscommunication. So take responsibility for being heard. Acknowledging how Fred sees the world is a good starting point for the discussion. 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 how do you get what you want? Well. sideways Occasionally you want to get a message through to someone higher up the chain. 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.

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

When we look at what motivates people acknowledgement is almost always on the list and often near the top. Choose the impact you want and then deliver your message holding that as the intended effect and see what happens. 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. 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.Now What? Imagine the church roof is fixed. So taking the time to acknowledge a job well done is worth a few moments of your time. 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. an extra day's leave. A good thing to do.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. how you (the team did it) and then celebrate your success: a slap up meal together. the new product is launched or the kitchen is fully installed and operational. So why not let them have it? The End is in Sight . off you go again with a bundle of experience under your belt. responsibility. then not nearly enough as we would like. Doesn't matter what . a bottle or two of bubbly. a bonus. Talking of your next project – the church organ or the bathroom or the new widget the research department wants to launch. Take a look at the other stuff that motivates your team. So what will you do this time? How can your next project contribute to your personal goals and build on your success so far? . So what is it you would like to feed in your project team or in one individual? A sense of…. a box of sinful chocolates.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. pride. achievement. At Impact Factory we like to think about feeding something in someone. Even if things haven't gone so well it's worth making the effort to give feedback. urgency. etc.

and here we'll give you some simple tips to help you hone more effective presentation skills. 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. to have advanced presentation skills you should be able to create interest and excitement in your subject and trust and enthusiasm in you. They come in early. if not most. phone a friend. you might want to consider giving your brain a break. . it is not just about communicating information. It needn't be so. play computer games.PowerPoint Presentation Course . Presentations are an effective way to communicate to large numbers of people at the same time. presenting can be a daunting and unpleasant experience. but more importantly. 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 . work late and as we know can get less productive the more they work on it. 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. However.Advanced Presentation Course Two Day Intermediate Presentation Course . So give yourself a break. Take an hour to walk in the park.Public Speaking Course . do Sudoku. For many people. Even a short break can recharge the batteries and have you back rearing to go on your next ambitious undertaking. or a day to do mindless paperwork or filing.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.Before you get carried away with the excitement of breaking new ground.

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

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

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

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

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

easy to practise tools to help you cope with nerves.Public Speaking Course .Liz McKechnie Jeremy Todd .Sara Jordan The Presentation Course offers simple. Presentation Courses are run by Graham Bennett . anywhere. It will help you look forward to your next presentation instead of wishing you were still under the duvet. who is delivering the course has just finished writing a book on time management which will be in the shops later this year. 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.Anthony Etherton .Powerpoint Presentation Course . get your message across memorably. structure your material for the best impact and present effectively to audiences of varied sizes. Steve Bavister. That’s why we’re now offering Personal Effectiveness as an open course. 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.Bronia Szczygiel .Trixie Rawlinson Tina Lamb .Joe Britto Katherine Grice .One to One Presentation Training Presentation Course Objectives: * What already works about you as a presenter? * Exploring how presentation works . So by attending this course.Tom Bruno-Magdich . It is fun and effective with plenty of opportunities to practise.• • • be assertive and confident do the right things.Two Day Intermediate Presentation Course . you’ll have a sneak preview of some of his soon-to-be-published hints and tips! Presentation Skills Course Public 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. Click here for our Advanced Presentation Course .

well Prepared. The presentations will then be played back followed by feedback from the trainer and their own colleagues. mentally and emotionally. but dealt with . together with what they would now like to achieve. 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. body language. "The use of the Individual's best skills to convey a clear Message. 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 section gives an in-depth understanding of the arenas in which presenting takes place: the physical space. It is based on the mnemonic IMPACT as an easy to remember guide to the main points of presenting. with good Audience interaction.* 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. with an assessment of each person's unique presention style. Here the presentation course concentrates on the strengths and unique style of the presenter. experience and skill. There is then discussion about the experience of presenting. Any real difficulties in style may be noted here by the trainer. etc. 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. what actually happens to people physically. audience interaction. Much like our tailored presentation training.

This is not intended to rehearse the presentations. We record much of the rest of the day's work. this is the only time during the day that we will review the recording. The emphasis is on preparing the participants to develop as presenters over the next few months as they make further presentations. but are used to reinforce some of the principals of effective presentation. material and audience . With established presenters the course works more to reinforce some basic principles and introduce more advanced presentation skills as appropriate. Care is taken to acknowledge their skills and style. Then we move on to specific areas of difficulty where they seem to get wrong footed and don't do so well. The session is modified according to the level of the attendees.later in the presentation skills course. They are introduced to easy skills and techniques to help raise their confidence and ease the anxiety associated with presenting. rather the presentation material is used to stretch the participants and to incorporate the principles worked on earlier in the day. Presentation Course Exercises This set of presentation exercises may well vary on the day. 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. With new or less experienced Presenters the presentation course works to stretch their capacity and to demonstrate the active working of a presenting dynamic. 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. however.

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

Things you've had a go at: career changes. tries. 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. is that people are fed up with their own jobs and life. People often don't or won't or can't change their lives because they don't have the confidence to do so. 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. humiliation avoidance. life changes. people's deeper issues will arise when looking at life changes. Whatever 'it' is. Do these many course and ta da! you're a life coach. stuckness. you say. Nothing wrong with that. We aren't some intensive life coaching academy that gives certificates and qualifications to loads of people. all the things that get in the way of people moving forward. What we've noticed recently. Therefore. Not successes. and settle on life coaching. and we agree to a certain extent. . You need to have a whole strong of 'tries' under your belt. Ok. so they feel good about trying new things. we're being a little bit glib here. You need to be doing it. Training as a life coach isn't as straightforward as some organisations would lead you to believe. trying new things. OK. learning and developing all the time. As a matter of fact. look around for something interesting to do.• • • • • • • • 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. A life coach's job is to instill and develop other people's confidence. A toolkit of confidence boosting goodies. It helps to have a counselling or psychotherapy background because sure as damn it. experiments. but as far as we're concerned. Impact Factory doesn't really run courses on life coaching. you have to have a whole raft of skills already before you even think of training as a life coach. Creativity is a must. you have to be able to deal with fears. 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. embarrassment.

string. We use a wide variety of materials such as finger paints. partly to protect their clothing but also to create a feeling of being 'different'. 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. It can be done with a smaller specific team working to a specific objective. 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.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.The Splosh Factor How to be more Creative and Innovative Find the next Open Creativity and Innovation Workshop Job Creativity and Innovation . The Splosh Factor uses games and processes that encourage creativity. cardboard.However. By over throwing the conventional way of doing things for just a day. They may even be given overalls to wear. It usually takes place in a playroom environment where participants can make as much mess as they like. pegs. The Splosh Factor can bypass months of frustration and disappointment. sticks. It can be the approach to a team day for an entire small company. Creativity and innovation . etc. 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. bluetack. This creates an atmosphere of slight anarchy and a wide level of permission that is very fertile. self-expression and rule-breaking to overturn the normal rules of behaviour. balloons. .

I don't sing. So let's begin at the beginning (not always the best place to start when trying to be creative.' etc. If you're working with a group of people and want to open up the whole idea of creativity with them. when your neck is on the line. coming up with solutions that don't have that certain spark and in general your ideas seem stale and tired. .even for just a little while . 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. An interesting kick-off is to run an open discussion about what creativity is. our sense of being able to do the impossible and ultimately. 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. even assembling what's already there can seem impossible. Or there may be times when you've done the same presentation over and over. then what we often find is that people don't usually see themselves as creative. you're writing the same words. you just assemble what's already there. here are some suggestion. Creativity comes from laying aside the rules . Dull." George Balanchine Well. Then we can assemble what's already there. play music. We think of ourselves as not creative types therefore we habitually don't challenge ourselves to try. a deadline is looming and it seems as though all eyes are on you to come up with the next creative strategy. our ability to see things differently and find new and usable solutions. but we do need a little bit of logic here!). I can't draw. be structured. 'Oh I'm not creative. A lot of times our creativity is hampered by the 'rules' we think we are supposed to operate by: be logical. This is the place where we store our sense of the ridiculous. write. don't be messy. get it right. invent things. If we pose as a given that we are all creative. we were born that way and are all able to pinpoint areas of our lives where we are or have been creative. You feel uncreative and uninspired.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 .so that we are able to reach beyond logic and structure and tap into our imaginations more easily.

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

. Ok. just in case they get it wrong. 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. 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 . We need rules like this in order to create efficient business environments.feel free to give them a go! Innovation and Creativity Through Rule Breaking Here is a list of some innovative games. they've shrivelled up. you're saying. Indeed. but only a little bit. Ok. 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. which focus on rules and rule-breaking. all the time there has to be an output that is judged as good or bad. All the time things are serious. These rules are good for us some of the time. perhaps even most of the time. but a dramatic side effect is that they absolutely block the creative flow.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. some of these rules so completely stifle our innovative streaks that when we are called upon to use them. people may feel that they should be creative. So if you turn the list of rules upside down you'll get something like this. I get all that.

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

it’s about letting out an occasional chink of non-work personality. Create a Political Party Divide the group into as many political parties you want.disclosure. Get each group to give their party a name. For instance: The Strangest Thing Each person to briefly describe the strangest thing that ever happened to them. Split into two teams. 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. There has to be one promise they know they can’t keep.Name Things Wrong Have people run round the room naming things out loud and fast. It’s a powerful technique for gaining empathy. Then ask them to name things wrong. have them create a party manifesto and then give them 2 minutes to present it. This should get louder and faster and be brought to a sudden stop. who's uncle met a Hollywood star. Each individual lists three things about themselves on a flip chart that the rest of the group might not know. To give you an idea. quirks. acquaintances and identify their idiosyncrasies. Then have them create a character incorporating all these oddities. Vote. . who's father was a spy. 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. that kind of thing. It’s not about each person rendering up dark secrets. relatives. Create a Character Have the whole group or teams within the group make a list of friends. eccentricities. Each team them looks at the lists and guesses which individual matches with three unknown facts. The Usual Suspects This exercise is about self. they are more able to see where they block creative impulses and follow the normal rules. Give the character a name and then have someone make a presentation as that character being the group spokesperson.

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. 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. The one technique that everyone likes and seems able to engage with is the "make it worse" trick. By seeing what could indeed make a project crash and burn you can put safeguards in place to stop that happening. to make the project crash and burn. 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. is that when you come up with ideas that could make something worse. Why people like this so much is that they can be as outrageous as they like and it won't matter! Equally important. 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. 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. you often come up with possibilities that might actually happen if you don't keep an eagle eye on things. . When Impact Factory runs creativity sessions for various groups we find that most people need time to ease their way into rule breaking. Pushing people to get there quicker can be counter productive. At first everyone tends to behave and not break any rules outright. 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. however. You may get to a very resistant place where people are saying "what's the point of all this".Processes like these help people to move between the worlds of reality and make believe. The beginnings of deliberate rule breaking are likely to arise about an hour into the session.

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. Creativity and Innovation courses are run by Tom Bruno-Magdich . this Creativity and Innovation workshop will help you discover that not only can you increase .Liz McKechnie Bronia Szczygiel . no matter how foolish or unfeasible they may seem.Joe Britto By either developing your creative muscle or finding out that you actually have one.Philippa Waller . please. especially around work-related projects: Everyone's ideas should be considered and debated. Having given you the Anti-Rules. but with the same spirit of fun and play. no matter how small or seemingly insignificant. Write it all down . Everyone in the group should contribute something. here are some more we think are really useful when working creatively with a group of people. 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.wait till everything's on the table and then do the weeding. And do. 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. Don't rule things out as you go along .Dannie Carr .you never know when it might come in handy.

benefiting you.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. view challenges from new perspectives and indeed come up with new ideas to make your companies more profitable and leading edge. This skill may actually be holding you in comfortable and predictable patterns of thinking that stop you from achieving your full creative potential. but for any of you who are called upon to think differently. Games Throughout the day there will be a sprinkling of games to free up thinking. Generating Ideas – Five Windows™ of Creativity Created especially for Impact Factory by Tom Bruno-Magdich. to energise and just to have some fun. your team and your company. Click here for our Brainstorming Course . project or problem they want to work on during the day. "How are you creative?" This process reflects Impact Factory's central principle of working . The Five Windows™ doesn't ask the question "How creative are you?" but rather. During the process delegates will identify how they personally approach and experience the creative impulse.your creative options but also encourage truly innovative solutions to emerge. Creativity isn't just for artists. This is a day where you can engage in an energising and experiential day of discovery. 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. the Five Windows™ represent different approaches to the creative process and help to identify your individual style of creativity. They then begin a dynamic process called the 'Cycle of Creativity to Innovation'. even if they think they aren't creative at all.Creative Business Writing Course .Writing for the Web and Other Media Course .

what and whys of it and to help you arrive at solutions from a completely new perspective. too soon' category. there is still the possibility that people around you in the USA have trouble understanding what you say . Speak slowly! This action alone will eliminate many miscommunications.Fast and Visible Changes If you are from India and have spoken English all your life. 1. 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. The Five Windows™ unpicks the actual process of creativity and shows that you have far more choices available than perhaps you realised. A Little Bit of Mayhem To further demonstrate the power of the Five Windows™ we have a session on rule breaking. Indian Accent Reduction . Working with the material you brought in. We still aren't looking for solutions at this point. This frees you up from the usual way of approaching problems or challenges and demonstrates how to inject energy to achieve your goals. pattern smashing. a lot of creativity. . Identifying Obstacles Like everything else on this course. 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. solution and what you'll be able to do straight away to make that solution a reality. Wrapping Up the Creativity and Innovation Day Each of you will summarise your challenge. 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. From there you look at the first steps you need to take to achieve the solutions you have identified.with what already works about you. We look at your creative and innovative challenge by examining the who. we have a creative way at looking at problems and issues you are facing.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. some chaos and of course.

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

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

make real. but one thing many never consider is that they can take classes or use individual coaches to improve their own people skills. There are many coaches and communication groups where you can learn this kind of expertise as well. but for foreigners. but it is a skill that can be learned. Start checking your spelling in the subject line. Madame) you think will flatter the reader or which are important to use in your country. if you don’t handle writing your emails with some care and conscious effort. For futher information. you should focus on a variety of areas where your email is by doomed to land in the trash. Spell the name correctly and go with the informality of the US if you send it to someone you know and work with. If not. Use ‘please’ and ‘thank you’ to avoid any appearance that you are commanding someone to do something. the reader will likely delete the email without opening it.. it has to read as a polite request. Some areas to focus on are: Subject line Get to the point. not titles (Dr. it can lead them to an abyss they never would have dreamed of falling into. Writing Effective Emails Oh those strange emails! Writing good emails in English can be challenging for US natives. it comes naturally to some. The main thing is that you realize it’s important and do something to about it. if you make mistakes here. If you are even a bit unfamiliar with current English usage and want to write effective emails. Professor. get the correct business title from the web site or previous email. . short statements that the recipient can understand immediately – instead of ‘scheduled meeting’. please contact contact us. 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. Beginning of email Address the person correctly and use the name. 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. say which meeting you are referring to and include the date. 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.There are obviously many more things that are important in having good people skills.

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

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

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