Articles & News
17 Mar Speaking Successfully at a Conference Fireside Chat
A fireside chat in business is an informal yet structured conversation between a moderator and a guest speaker (or panel) at a conference, event, or corporate gathering. Unlike traditional keynote speeches or panel discussions, fireside chats are engaging, relaxed, and interactive—almost like an intimate conversation around a fireplace, which is where the term originates.
Of course, speaking in this format may not always feel comfortable. Nerves can creep in between the lavalier mic, a tight dress belt, and the fear of the unknown. As coaches, we’ve helped hundreds of professionals prepare for fireside chats, and here are our top tips for success:
1. Embrace the Conversational Format
Unlike formal speeches, fireside chats should feel like a candid conversation between you and the moderator (and the other speakers if appropriate).
How to Prepare:
- Ditch the script. Instead of a full-page speech, keep an index card with key points or hard-to-memorize data. Ideally, you have no notes.
- Trust the flow. There’s no need to memorize word-for-word—let the conversation develop naturally.
- Pivot when needed. A great moderator will shape the conversation, but if an important point hasn’t come up, don’t be afraid to steer the discussion toward it.
Pro Tip: Moderators have the toughest job—they act as conductors of an orchestra, guiding the discussion’s rhythm and tone. The best ones will make it effortless for you! Meet them in advance to get in alignment.
2. Engage with the Listeners
Fireside chats often include Q&A segments, making them more dynamic and interactive.
How to Prepare:
- Predict questions. Think through likely questions and prepare a loose 30–60-second response for each.
- Prepare for the tough ones. Anticipate the questions you hope you don’t get and have a clear, concise answer ready.
- Stay composed. Suppose an unexpected question catches you off guard. In that case, pause before answering—silence for a few seconds is better than rushing into an unclear response.
3. Be Relaxed Yet Informative
Fireside chats are professional but casual—a balance of credibility and approachability.
How to Deliver Well:
- Smile and maintain good posture—but don’t be stiff.
- Use quick stories or examples to illustrate key points. (Plan a few)
- Could you keep it simple? Make complex topics more accessible and engaging.
Pro Tip: The best fireside chat speakers create a “behind-the-scenes” feel—offering insights that go beyond rehearsed corporate messaging.
4. The Biggest Rule of Speaking at a Fireside Chat
Don’t Over-Speak—Make an Impact Quickly
- Get to the point quickly—be crisp, clear, and compelling.
- Use a purposeful pace—avoid rambling, and keep responses within 60 seconds before passing them back to the moderator or a fellow speaker.
- Allow space for moderator engagement and co-speakers—a good fireside chat flows like a great dinner conversation. Don’t ramble or repeat yourself due to nerves or being distracted by the setting, such as media photographers or 50 people nibbling croissants.
Final Thoughts
A well-executed fireside chat creates a genuine, insightful, and engaging experience for the speaker and the audience. And let’s be honest—no one ever complained about a lack of long PowerPoint slides in this format. So, smile, enjoy the experience, and embrace the conversation!
5 Mar What Does Your Handshake Say About You?
A handshake is one of the first things a client or colleague notices about you, shaping their perception of your strength, confidence, and ability to connect. Regardless of age or seniority, a well-executed handshake sets the right tone for any professional interaction. As a communication coach, I work with clients to ensure their handshakes convey confidence, approachability, and credibility.
The Power of a Handshake
Dating back to ancient Greece, the handshake has long symbolized trust and goodwill. Over time, it has become a universal sign of respect and connection. In professional settings today, it remains a key nonverbal cue that influences first impressions.
The Handshake Spectrum: What Does Yours Say About You?
Your handshake can project confidence and warmth, or unintentionally signal weakness or aggression. Use this 1-to-5 handshake scale to assess where you stand:
Level 1 – Soft touch, limp wrist, curled fingers; Impression Conveyed: Perceived as weak or lacking confidence
Level 2 – Light grip, minimal eye contact; Impression Conveyed: May suggest disinterest or insecurity
Level 3 – Firm grip, good eye contact, brief but controlled; Impression Conveyed: Conveys warmth, confidence, and approachability
Level 4 – Very firm grip, prolonged eye contact; Impression Conveyed: Can be seen as domineering or aggressive
Level 5 – Crushing grip, excessive shaking, or duration; Impression Conveyed: Viewed as overly aggressive, possibly intimidating
The ideal handshake falls in the Level 3-4 range: firm but not overpowering, with eye contact and a brief but solid grip.
Tips for the Perfect Handshake
- Practice Regularly: Test your handshake with trusted colleagues or friends and ask for feedback.
- Maintain Eye Contact: This establishes trust and connection.
- Be Mindful of Hygiene: Keep your hands clean and dry. If you tend to get sweaty palms, touch a metal surface (like a doorknob) beforehand to cool and dry your hands.
- Match the Energy: Your handshake should reflect the level of enthusiasm you bring to the conversation.
A handshake is more than just a formality; it’s a powerful communication tool that can set you up for success. Ensure your handshake conveys confidence, warmth, and professionalism
For more on the history and significance of the handshake, check out this article: The History of the Handshake.
25 Feb Have the Listeners in Mind!
I speak with hundreds of conference speakers a year. In fact, I love doing it because it is great to learn what is being discussed around the world in a variety of industries, and it obviously helps those speaking to say what they say more effectively.
One thing that I constantly hear is how do I make sure that I am keeping people’s attention? This is a great question, however the nervousness behind it is always surprising. Keeping people’s attention is not something to worry about but something to strive for. Since more conferences are a combination of talks and presentations, there are two ways to keep attention:
- What’s in it for me? In presentations, speakers constantly do a great job of explaining what the information is but not what is in it, more me as the listener! I work with speakers constantly to determine what aspects of their presentation are essential to their listeners and then hone their presentation to focus on that value. If you do that, you will keep people’s attention.
- I don’t get anything out of this! Most talks are supposed to provide the listeners with thought leadership on important topics. Most talks discuss important topics but fall short of providing anything. What is important is that in each of these talks, someone must moderate or facilitate that conversation correctly, which means setting aside time after each segment of the talk to highlight important terms or ideas that should be remembered by the listeners.
If you are attending a conference and plan to present or give a talk, remember what is in it for me and how you can make sure your listeners get something out of it! This will make every conference you attend more engaging and memorable.
19 Feb Creating Conversation at Conferences
One of your goals when attending conferences is meeting and connecting with other attendees.
Building relationships starts with a conversation. Many of my clients are not entirely comfortable striking up conversations with strangers. I am often asked, “What do I say?” I work with clients to create conversations based on the Three Ws.
1st: Where are you? Think about where you are physically.
2nd; What do you have in common with the person? What do you share with this stranger?
3rd: What do you say? The first two W’s will help you with what to say.
Here’s an example:
You are attending a conference out of state, and you are at a meet-and-greet event.
1st: Where are you? 1. At the Conference, in a new setting (hotel, state, city), 2. At an event (dinner, lunch, cocktail hour, or session).
2nd: What do you have in common? 1. The conference, 2. Everyone travels to the event; 3. You all have a job related to the industry; 4. You are all enjoying food and drink.
3rd: What do you say? 1. “What sessions have you attended?” 2. “Where are you from?” 3. “What company are you with/what do you do?” 4. “Have you attended this conference in the past?” 5. “They have some food; have you tried anything yet?”
Remember, the intent is more important than the content when creating a conversation with a stranger. It’s more important that you start a conversation. We need to start conversations with basic questions that anyone can answer.
10 Feb Networking When You Hate Networking
True confessions: I’m an introvert. I do not like talking to people I don’t know. However, I will be entirely unsuccessful in my profession if I do not meet new people.
For so many professions, meeting new people is crucial to success. And for people like me, networking is a dirty word. So, how can we make networking less painful and more doable?
Attending professional conferences provides an excellent opportunity to engage in networking. Here’s a template for networking at conferences even when it’s not your favorite:
The first step is to attend a panel, talk, or discussion and PAY ATTENTION. While listening, jot down some interesting ideas you hear the speakers sharing. Plan out what you will say based on the template below. When the session is over, choose one of the speakers, go to the front of the room, and start things up.
Start by introducing yourself briefly. For example, “Hello. I’m Cat Kingsley Westerman, and I am just getting into the short-term rental business with three properties.”
Then use HEC (Headline – Example – Comment).
Give them a headline:
H: “I found your comments on short-term rentals interesting.”
Then an example:
E: “That was a great story about the people who put thought into their interior design and had a 50% bump in occupancy.”
Then, a comment:
C: “I would like to know if I can have a similar effect by changing the exterior of my property.”
Finally, follow with a question:
“What are your thoughts on that? What other advice would you give to someone like me?”
Interactions like this demonstrate that you are smart and well-informed, make the speaker feel good, and create new connections with other smart people in your field. Set a goal for yourself for how many people you will meet at the conference and watch your network grow!
29 Jan Do You Struggle to Get to the Point? Try the HEC Strategy!
Ever been asked to “get to the point” and found yourself scrambling? If so, you might be an inductive thinker—someone who starts with smaller details and builds toward the bigger picture. While this approach feels natural for many, it can waste time and frustrate deductive thinkers, who prefer starting with the conclusion.
Enter the HEC strategy: Headline-Example-Comment. This simple framework helps you speak clearly and efficiently in 20 seconds or less.
1. Headline
Start with your main point or the most attention-grabbing idea.
Example: “Hey Paul, having an official agenda could make our meetings shorter and more productive.”
2. Example
Follow up with a specific detail that supports your headline.
Example: “For instance, if I know something I care about is coming up on the agenda, I can stay focused and avoid interrupting with questions that’ll be addressed later.”
3. Comment
Wrap up with your opinion or a suggested action.
Example: “Let’s try sending an agenda out a couple of hours before our next meeting. I’m happy to help create it if that’ll make things easier.”
By using HEC, you’ll communicate more effectively, saving time and earning the respect of your deductive-thinking peers.
21 Jan The Magic of the Metaphor to Simplify Complex Information
When explaining complicated, technical concepts during a presentation, metaphors can be a powerful way to ensure your audience understands the material. By comparing a complex idea to something familiar, you make the information more relatable and easier to grasp.
Take the concept of cloud computing, for example. Instead of delving into the technical intricacies, you could compare it to a bustling airport terminal. Just as passengers board different flights to reach various destinations, data in cloud computing hops onto different servers to get processed, stored, and delivered where it’s needed. This metaphor transforms an abstract concept into a vivid image, allowing the audience to visualize how data moves and operates in the cloud.
Why Are Metaphors Effective?
Metaphors are effective because they align with how our brains naturally process information. Cognitive linguist George Lakoff explains that metaphors are not just decorative language—they’re central to how we understand the world. By connecting new ideas with familiar experiences, metaphors help create mental images that simplify complex information and make it more memorable.
Research backs up the power of metaphors. A study published in the Journal of Cognitive Science found that people exposed to metaphors were more likely to understand and retain information than those given literal explanations.* Incorporating metaphors into your presentations can make even the most technical topics more accessible and engaging. By transforming abstract concepts into relatable stories, you can ensure that your audience leaves with a clear and lasting understanding of the ideas you’re sharing.
*Research on the effectiveness of metaphors in aiding comprehension and retention is well-documented. One frequently cited work is:
• Lakoff, G., & Johnson, M. (1980). Metaphors We Live By. University of Chicago Press.
For more specific studies, you might look into cognitive psychology research on metaphor usage, such as:
• Thibodeau, P. H., & Boroditsky, L. (2011). Metaphors we think with: The role of metaphor in reasoning. PloS One, 6(2), e16782.
15 Jan From Jargon to Clarity
In technical fields, your expertise is invaluable—but when sharing complex information with non-technical listeners, the goal isn’t to showcase your depth of knowledge. Instead, focus on helping them understand and trust what you’re saying.
As a communication coach with 30 years of experience, my advice is simple: “It’s not about you.” Your listeners need clarity, not complexity. Tailoring your message to how they want to receive it fosters understanding and builds trust. Here are three tips to simplify technical communication:
1. Start with What Matters Most
Begin with the key takeaway your listener cares about, then add the necessary context. Ask yourself, “What do they need to know right now?”
2. Use Analogies and Visuals
Relate complex concepts to everyday ideas. For example, explain a cell’s function as a factory or use a graph instead of raw data to illustrate trends.
3. Acknowledge Uncertainty Confidently
Transparency is key, but don’t overwhelm your listener with technicalities. Say, “While some data is still emerging, here’s what we know and how we’re addressing it.”
Before and After: Simplifying a Response
Question: “What’s the mechanism of action for this drug?”
Before: “This drug is a monoclonal antibody that binds to the PD-1 receptor, blocking its interaction with PD-L1, restoring T-cell activity in the tumor microenvironment.”
After: “This drug reactivates the immune system to attack cancer. Think of it like flipping a switch that helps the body see and fight the cancer cells again.”
Again, communicating technical information effectively isn’t about proving your expertise. By focusing on their needs and simplifying your approach, you’ll ensure your message creates the impact you want.
7 Jan Speak With Confidence Tips
Tip #1: Consider your use of contractions
If you want to polish and add gravitas to your speaking style, it’s time to reconsider your use of contractions. The words below can be a good start to set a formal tone and an excellent approach to elevate your messaging.
aren’t → are not;
there’s → there is;
can’t → cannot;
they’d → they had;
couldn’t → could not;
they’ll → they will;
didn’t → did not;
they’re → they are
Not every situation calls for formality, but there are some situations where being well-spoken or more formal may benefit you—negotiating a contract, sharing a presentation with C-level leaders, delivering serious news, or influencing others.
Tip #2: Prepare quick opening and closing remarks for your meetings
In a recent coaching session last week, a client (let’s call her Mary), the Founder of her company, expressed frustration. During bigger events such as offsite sales meetings or team events, the last speaker often turns to her and says on the mic, “Mary, any final thoughts?” Mary, as an introvert (and taken by surprise), tends to respond with a simple “Nope, all set!”
For event hosts (CEOs, heads of IR, Founders), preparing both opening and closing remarks can be incredibly beneficial even if you are not officially scheduled to speak at those times. These moments are a valuable opportunity to conclude events meaningfully, express gratitude and build trust.
Here are some examples to consider:
- Short and sweet closing remark: “If you have any follow-up questions, please drop by my office next week. As a token of appreciation for your time, treats and swag bags are in the hallway. Help yourself on your way out! Thank you.”
- More elaborate closing remark: “Before we depart, I want to thank everyone who participated this week. Your presence made this event a huge success! A special acknowledgment to our XXX team for their outstanding efforts in organizing everything from XXX to XXX. Their dedication was pivotal to the success of our Fourth Annual XXX. Let’s show our gratitude for their hard work!”
Seize these moments to conclude your gatherings on a high note and leave a lasting, positive impression.
Tip #3: Practice for a ballroom-setting presentation in front of a busy storefront
It’s a busy time of year as we coach speakers for Fall Annual Global Meetings in Private Equity and Financial Services. In a coaching session earlier this week, a client had the (accidental) opportunity to practice their ten-minute presentation in a glass-walled boardroom, with at least 15 folks walking through the halls at 3 p.m., hunting for snacks and caffeine. This made me extremely happy because if you can stay laser-focused in a chaotic environment when you practice, you’ll feel the same sense of calm and control in a hotel ballroom, with all the people typing, eating, getting up to go to the bathroom, whispering, laptop notifications dinging, etc.
To replicate a busy ballroom environment, you can go to a place like a storefront or shopping center and say your presentation out loud. (You can slip in earbuds if you want to look like you are talking to someone!) Can you stay focused on your content despite the sirens, crying babies, and bustling people? People who have ADHD or are Neurodivergent (Autism Spectrum, etc.) could also significantly benefit from this type of practice. The more important the presentation, the more rigorous your preparation should be.
Tip #4: Use transition phrases to add content fluidity
As you change slides or topics during a presentation, you might find yourself saying things like:
- So yeah, anyway
- Um, ok next slide
- Sorry, that was a lot of info; moving on…
Instead, memorize a few transition phrases to add polish, such as:
- From an overall perspective on…
- I’d like to walk you through…
- In our conversations on the importance of…
Here’s a great quote to motivate you:
“When you are not practicing, someone else is getting better.” – Allen Iverson
11 Dec Are you always in the weeds? Understanding your mindset is the key to stopping!
When communicating up the corporate ladder, the ability to curate information effectively is crucial. However, many people fall into the trap of oversharing details, driven by underlying psychological factors that can undermine their communication effectiveness.
One of the primary reasons people feel compelled to overshare is the desire to validate their worth. The mindset of proving you’ve done a lot of work often stems from a need for recognition and approval. By sharing every detail, individuals might hope to demonstrate their diligence, competence, and value to the organization. However, this approach can backfire, as it overwhelms the listener with information that dilutes the core message. Instead of being perceived as thorough, they risk being seen as unfocused or even insecure.
Another factor is the fear of being perceived as unprepared or uninformed. Some people equate brevity with a lack of knowledge, believing that by providing more details, they can protect themselves from scrutiny or criticism. This belief can stem from a lack of confidence or an overestimation of how much information others need to see them as credible. Yet, this attitude often leads to information overload, which can frustrate senior leaders who are pressed for time and need clear, concise insights to make informed decisions.
The inability to ruthlessly curate information may also be influenced by a perfectionist mindset. Perfectionists often struggle with the fear of leaving out something important, leading them to include excessive details “just in case.” This cautious approach, while well-intentioned, can hinder effective communication by cluttering the message with unnecessary information.
To overcome these inhibiting attitudes, it’s important to shift the focus from proving oneself to serving the needs of the listeners, “It’s not about YOU!” Recognize that clarity and relevance are valued far more than sheer volume of information. By distilling your message to its essential elements, you not only demonstrate respect for your listeners’ time but also convey confidence in your judgment and decision-making abilities.
15 Nov Preventing Interruptions
Preventing interruptions begins by taking a closer look at the way you communicate your thoughts, ideas and suggestions. Beginning with the main point ensures that your listeners hear your most important insights before interruptions occur.
Learn how in this one-minute video.
5 Nov Executive Communication Coaching ~ An expanding and specialized field
Executive Communication Coaching (ECC) is a specialty within the leadership coaching field which focuses on imparting communication skill expertise to achieve individual, team and organizational success. ECC focuses on assessment and targeted goals, mindset change, skill presentation and practice; and is measured by observable results. Client self-discovery and insight are integral to the coaching process, as they greatly impact ability to integrate and apply new and effective strategies. ECC is distinguished from other Executive Coach expertise areas because of its primary focus on skills, and observable behavior change.
Why Executive Communication Coaching
Though the word “coach “is a familiar one in business today, our specialty, executive communication coaching is a relatively new area of expertise, rising in popularity since its sparse beginnings in the 1960’s…for good reason!
Research and polls consistently indicate that effective communication is linked to leader effectiveness and business results, while poor communication can sink the best business ideas.
For example, according to a 2022 Harris poll, 72% of business leaders stated that their team was challenged by miscommunication. They estimated that teams lose about one productive workday each week to poor communication.
Human communication skills remain essential, perhaps more so in the digital and AI age. In a recent LinkedIn survey, three quarters of US executives polled placed more value on human communication excellence versus AI-related skills. Professional communication skill development is linked to greater productivity, engagement, morale, and career success.
What are ECC focus areas?
Clients self-initiate or are referred for ECC group or individual programs in order to enhance effective communication mindset, strategies, and skills. Referrals are initiated by Human Resources, Learning and Development professionals, managers, and leaders/professionals themselves.
Here are the seven most frequently occurring client needs along with examples:
1 – Enhancing leaders’/teams’ presentation organization and delivery. Organizational skills include the topics of wording, themes, structure, and high impact/high interest messaging. Delivery skills include oral (speech and voice) and nonverbal (facial expression, movement, gestures) best practices. Focus on incorporating appealing slides and visuals without overshadowing the presenter is a frequent goal. Clients see presentation competence and dynamism as a key attribute for leadership.
Client example one: Ying, a director in a top pharmaceutical firm, was rolling out an organizational change which would impact other directors’ roles and resources. She sought coaching for her team to enhance message clarity, consistency, and ability to handle resistance and challenges.
Client example two: A recent client outshone his competitors in a search for Audit Director for the State Department of Transportation because he alone, among all of the auditor applicants, had completed a Leadership Communication Coaching Program. Additionally, his energetic and persuasive delivery were noted by the interviewers as essential to making an impact as a new hire.
2 – Preparing for visibility opportunities. Companies want to ensure that leaders are effective in board meetings, moderating or appearing on a panel, video communication, poster session, conference talk, media appearances, keynote and other high stakes situations.
Client example: Rowen, a marketing professor recognized as a thought leader in his field wished to develop a salable keynote speech on the trending topic of privacy in digital marketing. Though his speaking skills were above average, he knew he needed to step up his game in order to achieve keynote presenter status.
3 – Increasing meeting leadership and facilitation skills, often with emphasis on the virtual environment, and creating safe, inclusive and engaging meetings.
Client example: Haley, a biostatistician, was charged with heading a thirty – person international research team meetings on a weekly basis. She was concerned that her questions to the group were met with silence, and that one team member dominated interactions. Haley sought coaching focused on creating a more enthusiastic and professional virtual appearance, and easy to apply engagement techniques. For example, she learned ways to create PODs- Participants of the Day—team members charged with responding to questions at a designated meeting.
4 – Developing more effective interpersonal leadership communication, often referred to as “Style Coaching” A wide range of goals are included in this category including increasing contributions in meetings, and improving likability and trust building behaviors. Frequently requested topics include providing and receiving feedback, interview communication, delegating, coaching skills, and handling challenges and objections.
Client example one: Though competent, Rosa was alienating her peers and team members with her brusque style and disinterest in socializing. The accounting firm’s HR director felt she had done all she could to encourage Rosa, and sought professional coaching as a “last ditch investment” prior to letting Rosa go.
Client example two: Winn and Tomas, two super achievers in an international credit card company, were successful at every initiative–except gaining recognition and visibility with the C suite folks. When they weren’t invited to a leadership offsite at a swank Florida resort, they were fuming, and didn’t know how to handle the VP’s remark, “I didn’t think that you’d find the retreat time worthwhile.
5 – Influencing upward: Adapting to the communication style desired by company culture and senior leaders.
Client example: A large insurance and financial services firm asked our company to develop a program titled Executive Briefings. The company leaders did not appreciate the overly detailed and longwinded “summaries” presented at meetings, and wanted enterprise-wide adoption of strategies focused on conciseness and prioritizing speaking points.
6 – Reducing nervousness in communication situations (also known as communication apprehension in the communication sciences field)
Client example: Sean, a lead civil engineer, was known for showcasing his team members at client meetings yet confessed that the real reason he wasn’t “center stage” was due to his longstanding fear of speaking in front of groups. Sean was up for a promotion to partner, but dreaded having to stand up and introduce himself at high power networking events. He expressed a “now or never” desire to control his communication apprehension.
7 – Maximizing comfort for leaders who use English as a business language. Common topics here include speech clarity and intonation improvement, understanding expressions and humor, and adapting style to various listeners. Emphasis is also placed on helping listeners appreciate diversity in leadership style and speaking patterns.
Client example: Lee, a nurse manager in a community hospital, believed that others judged her accent and grammatical errors as distracting, and she held herself back from expressing opinions. Her family found it humorous that she was seen as too quiet at work, since she was known for her never ending banter at home. Lee’s advocate in the hospital training department was on the hunt for a coach who could work on refining speaking patterns and building her confidence.
Executive Communication Coach Qualifications
Executive communication coaches, as do all coaches, require a wide range of knowledge, coaching practices, and character traits of calmness, flexibility, and creativity.
There are currently no certifying bodies for executive communication coaches, though the US based National Communication Association has formed committees to study the need for more rigor in field over the past decade.
Several communication companies offer training programs which focus on two areas: 1) Learning best practices in one or more of the coaching topics mentioned above 2) Learning coaching process and methodology. Note: Coaching in vocal and speech mechanics requires a specialization in a related field such as speech/language pathology, communication sciences, or vocal performance.
Moving forward, as the field grows, and standards for training are put in place, Executive Communication Coach competencies may include: Study of research, theory and practice in leadership communication; verbal organization presentation skills; communication apprehension; interpersonal communication; speech and voice mechanics; nonverbal skills; and persuasion; knowledge and application of assessment and goal setting; coaching philosophy and methodology; and behavioral change theory and approaches.
An internship with feedback and supervision from an experienced communication coach to develop and refine coaching style and practices is a must.
The Future of Executive Communication Coaching
As the AI age advances, the need for maximally effective human communication will likely increase, as indicated in recent studies of top business priorities. The field of Executive Communication Coaching is currently adding to leaders’ and team’s presentation, meeting, speech and interpersonal effectiveness, and business results. As the demand for ECC increases, standards for training and eventually certification will likely be established.
Helping leaders communicate with competence and confidence is a continual organizational need-and the profession of Executive Communication Coaching is guiding this critical mission.
23 Oct How To Communicate Price Increases
Many items and services have become more expensive in the last few years. Auto insurance, health insurance, homeowners’ insurance, and restaurant food have all seen turbulence and rate changes.
As a coach, we often run 1:1 and group training sessions where we role-play (“real play”) to practice difficult conversations, such as raising a fee or price increase for your services and products. From medical devices to business insurance, we know firsthand how your wording and approach can make or break those conversations about billing and rates.
Some people will avoid this conversation or approach it with guilt or nervousness.
Some will come on too strong, sound defensive, and lose the customer entirely.
Some will need to build trust and demonstrate value to set themselves up for success.
Some fear negotiation overall due to a lack of formal negotiation training.
Successful Negotiation Skills Are Key
The ability to be fearless, ask for what you want or need, and know your value (or the company’s value to the customer) has a tangible impact on the quality of a negotiation and your long-term success. Also, the company depends on you to help meet the overall revenue goals.
One way to approach a rate increase with a client is to examine your mindset. Your mindset has a direct impact on the quality of your negotiation skills.
Having a mindset for success can be a primary factor in finding mutual gain and making both parties feel respected after a negotiation.
Here are some action items you can do to set yourself up for success when you need to address a price change with a client or customer:
How to Ask for What You Want
- Continuously show the value you provide the customer, not just when discussing money.
- Make your gain their gain; how can you create a win for THEM? (I suggest you ask them this)
- Think LONG TERM, not just one conversation at a time.
- Do your homework/ prework. Don’t wing it.
- Build authentic, trusting relationships. How? Be a good listener, do good work, and be helpful but not overbearing.
- Check your tone (be friendly, not apologetic). Smile. Make sure your facial expressions match your words. Listen for their tone also. Does it match?
- Follow up, get creative, and be ready to find new common ground or even part ways if needed.
Align Pricing with Your Organization’s Strategic Goals
Leadership needs to be aligned on how pricing is meant to support the overall strategy and then communicate this with sales reps and folks having these conversations. Without this alignment, any pricing planning is a wasted effort.
We can all agree that paying more for services and products makes us grumpy, but most customers have become trained to tolerate price hikes. Good communicators can have tough conversations and know they can maintain the relationships they have so carefully nurtured over the years.
14 Oct Think Mind Over Mouth
The ability to convey ideas with a significant impact is highly associated with career and organizational success.
Yet, technology leaders and professionals face a major challenge; simplifying complex and technical information so that others “get it”, buy-in, and take action for the best results.
Here are some truths about transmitting knowledge and influencing others outside your field:
Knowing your topic does not equal speaking clearly about your topic.
Your listeners likely don’t care about your topic as much as you do-sorry!
Anytime you speak, whether one-on-one or to a crowd, in person or virtual, in a formal or informal setting, you are a “presenter”.
Preparation, not Desperation: Strategize and plan, no matter how knowledgeable you are.
Let’s look at key strategies for thinking and speaking “mind over mouth”.
- Develop communication empathy
As experts in your field, your knowledge, breadth and depth, mastery of the big picture, AND the details are valued.
Don’t be heartbroken to learn that your audience doesn’t care to hear it all…especially some of those technical specifics.
Approach your meeting with a listener-centered mental mindset, what I call communication empathy.
Let’s consider questions to develop your communication empathy:
1. What are the top three points these listeners care about?
A CTO I worked with bored his board when he went into passionate detail, complete with sixteen spreadsheets about a system upgrade.
All the board needed was the benefit of the change, and of course, the cost!
2. What can I omit to focus and streamline? (And not feel like you are giving away your firstborn!)
If you’re worried about leaving out something important, keep in mind that you can always troubleshoot questions you may be asked in advance, or follow up after the meeting if requested.
- Check in with your listeners
1. Communicate in advance.
The best communicators get comfortable with asking listeners what they’d like to cover before the meeting. Executives in a large healthcare company I’m working with shared this blunt advice: “Talk about what I want to hear. Just ask me and I’ll tell you.”
You may also want to consider consulting with a colleague who knows the listeners or conduct a needs assessment prior to a high-stakes presentation.
2. Consider listeners’ level of knowledge about the topic.
If you’re over their heads, the deal may be over as well. Jess, a biostatistician I prepped, lamented “I messed up an investor presentation. I thought they were savvy about research, but they were confused by even basic terminology
Wish I knew that in advance.”
We all know what she should have done: her research before the meeting.
Preparation not desperation, Jess!
3. Stop to include your listeners.
Make sure you’re meeting their needs during the presentation. No one hits the bullseye 100%. Make your key point at a meeting in 60 seconds or less, then volley to your listener(s). Become comfortable with questions like:
Anything you’d like to add or ask?
Are we on target?
Questions, comments?
- Master verbal organization
Excellent speakers convey their message concisely, with fluency and focus.
Show me a great presenter in your field, and I bet you they have prepared, practiced and probably have a coach. One-half of one percent of the population is gifted verbally. The rest of us benefit from learning and mastering techniques.
1. Headline for impact:
Work to convey your key points in 15-25 words, what I call a verbal headline.
(That’s actually a generous number of words, a newsletter or a slide headline is usually less than twelve words). Listeners value your ability to bring what they need or want to hear to the foreground. Devote time to figuring out what matters to your listeners
and then create your headlines. Here’s a strong, succinct headline a VP shared recently:
“We’re innovating to improve complex care.”
Note that the wording is well chosen to streamline and tighten the thought.
2. Learn the HEC Model
The HEC model is popular with clients who present an idea, or who are on the spot at meetings.
HEC stands for Headline—Example—Comment
Headline followed by an Example, and then an ending Comment (opinion, perspective, action).
Practice HEC with this question:
What do you find most rewarding about your work?
Here’s a sample reply:
Headline: I enjoy creating and designing landing pages for individuals and groups.
Example: An investment firm asked my team to design
a page for analysts preparing to present at a conference.
Comment: Not knowing what’s around the corner, and always having a fresh project at hand keeps me busy and energized.
3. Make new ideas or terminology easy to understand.
Listeners are uncomfortable when they don’t know a term, abbreviation, or concept you are sharing. It’s crucial to scan your words and be sure to explain and simplify what isn’t familiar or clear. This sequence will help:
State the term, Define the term briefly, then offer an example.
Try it out with a word or idea that listeners outside your field find challenging.
Let’s give it a try with the words “fast pacing”.
Term: Watch out for fast pacing with non-technical listeners.
Definition: Fast pacing means you are including too much material in the time you have.
Example: A speaker who is too fast-paced will lose their listeners at point one, while they are already on to point five.
Keep these tips about concise organization, defining terminology, and sensitivity to your listeners’ needs in mind for your next meeting.
You will be on your way to speaking for success!
24 Sep Simple & Effective PowerPoint Strategies for Non-Technical Listeners
When presenting to non-technical listeners, remember that your PowerPoint slides should clarify and emphasize your key business points. As a presenter, you may think all the information on the slide is important, but do your listeners need to understand it? Avoid overcrowding them with text and complex charts. Remember, your listeners should be listening, rather than reading your slides.
Here are four tips:
- Identify the main takeaway for each slide.
- Remove any unnecessary information.
- Add value by conveying information not shown on the slide.
- Ensure every slide is essential.
12 Sep Meaning Keeps Non-Technical Listeners Engaged
I recently met with a client who was concerned about presenting on a “dry topic”. His topic was full of data and technical concepts that he felt would bore the audience, and after hearing his first run through, he was correct.
One of the best ways to present technical information to a non-technical audience is to focus on what data means, not on the data itself. For example, if you analyze the stat sheet of your favorite athlete, the collection of numbers and statistics translate into how good or great the athlete is. Perhaps the data indicates that they are stronger on the road than they are at home, which is meaningful when you plan to bet on a game.
This example translates across industry from life-sciences to logistics. Instead of breaking down the scientific method, talk about how many lives your therapy saved, or how quickly life-saving supplies can be received after employing your new system.
Getting to the point or meaning behind your message will keep your non-technical listeners glued to your message. Then, when they seek you out to learn more, you’ll have the details in hand and ready for them to dive in.