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Thursday, 13 June 2013

IKO of a Great Speaker

There are three common errors you will make when presenting/public speaking

  1. Fear -  You allow the mind and nerves to take over thus performing as an amateur.
  2. Teller -  You focus and strongly feel the need to lecture the audience. You tell the audience everything you know about the subject. Too many details tends to have little impact on the audience.
  3. Communication -  You display poor verbal, written and non-verbal communication throughout the talk. You have a lack of eye contact, show strange non-verbal communication, inappropriate voice projection and even poor posture.
There is good news and that is there are only three things that you need to get right to become a great presenter/ speaker

  1. Inner Self - Always focus on creating and managing a positive mind-set.  In other words the way you think and feel has a dramatic effect on what you deliver. 
  2. Knowledge - Ensure the content you present should have a clear structure. Your ability to entice the audience will be dependent on the clarity of projecting the knowledge you want to share
  3. Outer Self - The way you use your verbal, non-verbal and written communication such as words, breathing and voice immensely affects your delivery style

Sunday, 9 June 2013

Service PRIDE for Service Excellence

Whatever your role in an organisation it is critical to realise that the only reason your organisation is in business is because of the customers it serves. "Service Excellence" happens at all levels of the organisation through different means such as face to face, written or phone interactions.

It is crucial for you to have “Service PRIDE” of not only in doing your role, but also to comprehend you are  the customer and sales service representatives for your organisation. You represent your organisation through your actions and appearance.

Always remember Service PRIDE simply means:
  • Politeness with customers 
  • Remember to go the extra smile
  • Inspire each other to be the best
  • Develop to be customer focused
  • Evaluate how you can be better