How To Know If You Need a Communication Coach

by Laurie Schloff, Senior Coaching Partner

Our coaching team at The Speech Improvement Company was delighted to hear that Google CEO Eric Schmidt knows the value of having a good coach. We’ve often been asked how to determine when engaging a communication/presentation coach is a good idea. So, here are five good reasons for working with an expert in communication:

1. You’re in a more visible positon than ever and you know your communicaiton prowess will be scrutinized.
2. You want to overcome a fear of speaking to groups and find your avoidance of speaking situations troubling.
3. You want to learn techniques for conveying more confidence and impact
4. You know you’d be more successful if you had more communication polish
5. You’re already a good communicator, but want to be GREAT.

Catching Up With the Coaches – Monica Murphy

This week, we caught up with Senior Coaching Partner Monica Murphy.

Monica Murphy

Monica is currently leading a lengthy customer service training program with software developing company Pega Systems. This unique program, called Communicating Extraordinary Service, was developed by Monica and fellow TSIC coaches Kristen Curran-Faller and Debbie London, and has led Pega Systems to great success.

>What is Pega Systems and how did you become involved with them?

“Pega Systems is a software developing company that helps businesses automate their business processes. We have had a 10-year relationship with them, originally beginning with Presentation Skills Training for some of their managers in the engineering group. It was a combination of presentation skills coaching and individual communication coaching.”

>What sorts of customer service skills are you working on with them?

“Pega Systems wants to remain number one with customer service. We are working with their global customer support team with the goal of helping them strengthen relationships with their ongoing client base. They are currently receiving accolades for their product. Pega Systems understands that a company is only as good as the relationships that their customer service employees can maintain with current clients. They realize the need to make the client feel good about calling. They also understand the importance of the relationship piece and that maintaining a client is so much more profitable than trying to find a new client.

We’ve designed a 3-part program. The first part focuses on instilling some key customer service concepts. Things like how to build trust with a client, how to manage a client’s expectations, and knowing how to say “no” without saying “no” when you have to, are crucial customer service skills. Another important skill is balancing human and business dialogue, specifically on the phone and by e-mail. E-mail is so impersonal – you never know how your words are going to be interpreted. There are certain language tools that you need to communicate effectively in this medium. The greeting and the closing of an e-mail can help a person feel valued or discounted.

The second part is customized to work both in small groups and individually to strengthen individual communication style. This is important because each member of a company is different. Pega Systems is a global company with global employees, so communication styles are going to be different. Our program offers global practice opportunities, which are necessary since the customer service group is so spread out.

The third part of the program is all about teaching strategies for keeping these skills alive. In the past we have found that our most successful programs involve offering ongoing strategies for support and practice.”

>How has the customer service team responded to the program?

“We’ve received terrific feedback from the team. They appreciate learning the newest tools that make people comfortable. The also appreciate practicing with each other in a safe environment, and receiving coaching and feedback. Unfortunately, feedback is usually only given when you’re doing a bad job. Our program is structured to tell the team what works well and what the can strengthen.

I think the team feels so much more confident, competent, and in conrol in converstaions that they have with clients. They have more resources, and more creative ways to help problem solve, which is why they are number one in business process software.

Their level of commitment shows by the various awards they’ve won. Most recently, Pega’s CEO, Alan Trefler has been awarded the title of Software Executive of the Year.”

(learn more about it here)

>Why do you think Pega Systems has been so successful?

“Over the past 20 years, part of the reason that many prestigious companies are successful is that they see the value of good communication. Not just computer-based communication, but human communication. When person has a problem with software, they look to humans. When you feel cared about, you become a much more loyal, satisfied client. When a customer calls Pega Systems for problem, that voice represents the entire company at that moment. Customer service is only as good as the last person that you speak to. Good communication is good business. Pega Systems embraces that. That’s why they’re so successful, and that’s why we’ve had such a long relationship with them through the years.”

New Management

The Speech Improvement Company Inc., has announced today the promotion of Ethan F. Becker to President, and Kristen Curran-Faller to COO (Chief Operating Officer). Dr. Dennis Becker will remain on as the firm’s CEO and Dr. Paula Borkum Becker will remain as the firm’s CFO.

“For 45 years, Paula and I have been holding the reigns for all the operating functions of the firm. We will continue to coach and remain infuential in the firms decisions as we hand over the day to day operations to the next generation,” said Dr. Dennis Becker. Dr. Paula Borkum Becker added “Kristen has been with the firm for 18 years and heavily involved in the daily operations, from engaging with clients to back end office to billing and other company needs. Ethan has really expanded the thinking of the firm, bringing in new technologies and clients from all corners of the world. I’m excited about the engery and expertise they will bring for the next 45 years.”

Ethan, 38, holds an undergraduate degree in Communication, a graduate MBA with double focus in International Business Communication and Leadership. He is currently enrolled in a PhD program in The Psychology of Business Communication. He has been a senior coach and trainer with TSIC since 2001. Prior to joining TSIC he held positions as Project Director and Team Leader for Media One Hundred. Ethan has also held positions as a motivational trade show speaker for major corporations. In addition, he began his career as a corporate video producer, and music video producer.

Kristen holds an undergraduate degree in Speech Communication, and a graduate degree in Training and Development. Before assuming her role as senior trainer and coach, she worked in advertising and marketing, and served as Director of The Customer Service Training Center. During her 18 years of service to TSIC, she has initiated many policies and pioneered many programs, including the worlds’s first, and TSIC patented, Virtual Reality Therapy regime. She has strong integral knowledge of the inner workings that keep the firm strong and thriving.

“We are all excited about the transition to these two highly qualified and dedicated professionals. It represents the foundation for growth and the clear continuation of the firm in its mission to help all people strengthen their oral communication skills. Kristen and Ethan hold the respect of everyone on the team and we support the move 100%,” said Monica Murphy, a Senior Coaching Partner with TSIC since 1990.

More about Ethan’s background may be found at http://speechimprovement.com/ethan
More about Kristen may be found at http://speechimprovement.com/kristen

Are women better managers than men?

A recent article on the New York Times titled: “No Doubts: Women Are Better Managers” sparked this reaction from Coach Laurie Schloff.

Laurie Schloff

Communication Coach Laurie Schloff of The Speech Improvement Company (Boston and Tampa) agrees with Carol Smith (right) of the Elle Group that women are often better managers, but based on her work with hundreds of females aiming for the C level she cautions ambitious females:

1. Women are still cut little slack in terms of ‘acceptable’ management behaviors.

Not only do you have to be viewed as competent, you must also be warm and nice.

Remember the Hillary Clinton candidacy lesson. She was widely viewed as too “bossy”until she shed a tear at a New Hampshire press conference, Glad that Carol Smith learned not to be bossy back in sixth grade. Many of Schloff’s client’s have tried to show strength by being tough, and though that works for some males, it almost always translates into bad press for women (Think the word that rhymes with rich).

2.Women who are too nice also suffer.

One client described her boss as “Pollyanna” always looking for the good side. Carol Smith wisely trained herself to give direct and specific feedback and to tell her reports HOW to improve. Many of my senior female clients avoid Carol’s wise ways for one reason that doesn’t work in the workplace.

They are afraid to hurt someone’s feelings.

Laurie will be hosting the following event: “Effective Presentations Certificate Program” on July 30/31st 2009.
Schloff’s advice: Get over it!

How Obama Talks: Why Obama Needs a Teleprompter

Commentary by Laurie Schloff

“When Obama’s telempromter screen shattered abruptly at a White House press briefing last week, the audience held its collective breath.

Obama’s communication strength lies in his ability to deliver a prepared, pre-written speech, not to ad lib, “wing it” or be impromptu. Communication coaches observe that this difference in skill depending on context is not unusual at all. In fact, John McCain (remember him?) was way more smooth when responding to on-the-spot questions than
reading off a teleprompter.

Luckily for Obama, there was an additional teleprompter screen at his briefing and he continued on with his usual grace.”

Question: What do you like or not like about the way Obama speaks?

Next Obama Talk: What’s he doing with his hands?

Global Healthcare Leader Visits TSIC program

Laurie Schloff and Nancy Goldberg, TSIC coaches greeted the Global CEO of the Healthcare Business Women’s Association, Laurie Cooke, at their recent workshop held at Perkin Elmer in Waltham Ma.

Ms. Cooked joined participants learning how to Speak for Success, part of an award winning Leadership Success Series Sponsored by the organization.

Coach Schloff heads up a team designed to build leadership communication
skills in the healthcare industry

For more information about these programs , contact
laurie@speechimprovement.com

“Making choices with language” by Debbie London

“I’m not trying to over-simplify things,” says London, “but communication is about making choices. We make choices with the language we use whether we’re being purposeful or not and those choices have effects.”

Debbie London

When asked if she could elaborate, London continued; “Perception is reality. How individuals recall and interpret a moment or a memory shapes the way s/he behaves. Language is the tool we use to shape those perceptions. If we use negative or derogatory terms to reference some one or some thing, we are inevitably going to behave in like manner. If, however, we think or talk about some one or some thing in glowing and positive terms, we’ll behave accordingly.”

Taking this outside the classroom and into the boardroom is what London has been applying recently; although, she started thinking about perception and reality as a college student. As a sophomore at Syracuse University, Debbie London was diagnosed with Multiple Sclerosis. “There was very little literature written about living with MS at that time [1980’s], especially something that wasn’t written for the medical community, “There have got to be so many people who live a successful life in spite of having MS and in spite of the dooming and limited literature that currently exists,” recalls London.

That revelation led Debbie to writing a doctoral dissertation on language shaping reality. She talked with women who live with MS and discovered that they live successfully with MS largely because of the language they use. “Rarely will you hear someone with MS say, ’oh, poor me’, but more likely you will hear her or him say, ‘Yes, I have MS, and while I’m not happy about it, lots of people have problems.’”

Now when London works with clients, she uses a similar strategy. “If you think confidently, if you use confident and assertive verbal and nonverbal communication,” London says, ”others will perceive you as competent and confident. And perception is reality.”

Dr. Debbie London is an accomplished coach and consultant who brings a combination of international experience and understanding of human interaction to her clients. This is how her biography starts out on The Speech Improvement Company’s website. A former college professor of communication studies, Dr. London has a wide array of experiences on which to draw. When she uses those experiences to make a point with students or clients, the common thread is communication.