I’m an adjunct professor at the University of Denver which just happens to be hosting the first presidential debate of this election season. That’s right — Barry and Mitt are coming to my school. If I may brag for a moment, the University is doing a simply superb job of hosting the event and using it as a springboard for educational and civic activities. I’m just proud to be an observer.
So, what do we know about debates? Here are a few thoughts.
I won’t be in the debate hall (I’m only an adjunct) but I will be outside on the commons, taking it all in on a giant TV screen. If the broadcast shows the commons, look for my smiling face. I’ll be sure to wave back.
I’ve written a lot about public speaking. Here’s a condensed set of tips for your next speech — especially if you’re using Power Point slides. First of all, remember that you’re the star of the show. Your slides are there to support you — not to draw attention away from you. Keep your slides simple. If they’re too detailed, well… why do we need you? Once you’ve gotten yourself onto the stage, then follow these basic rules.
Even in the best of times, it’s hard to communicate effectively within an organization. There’s a lot of “noise” and your message can easily get drowned out. If your organization is like most, there are a lot of distractions. So, instead of listening to your presentation backed up by 100 Power Point slides, your employees may actually be daydreaming about lunch. Never assume that you can deliver your message once and everyone will just “get” it. As every marketer knows, repetition is required.
But what if it’s not the best of times? What if your organization is stressed out? Perhaps you’ve hit a rough patch. Perhaps your customers are upset. Perhaps a competitor is threatening to acquire you. If you’re a leader in such a situation, how do you communicate effectively? The short answer: you have to double down. Watch the video to learn more.
Here’s the bad news: it’s hard to be a genius. Here’s the good news: anyone can be perceived to be a genius. It just takes good communication skills.
That’s the essential message of Apple’s training program for employees who staff the Genius Bar. A few days ago Gizmodo published Apple’s sales training guide. (Click here). Like most sales training, it’s all about communicating effectively and choosing your words carefully.
Take the feel, felt, found trilogy, for instance. Let’s say a customer complains about the high price of a Mac. It’s probably best not to say, “I agree with you … those empty suits back at corporate are idiots.” Rather, the training guide suggests that you express empathy and then move the customer to a new conclusion:
I can see how you’d feel that way. I felt the price was a little high, but I found it’s a real value considering all the built-in software and capabilities.
Aristotle could have written this example. Ari’s first rule is decorum – the art of fitting in. With good decorum, you demonstrate to your audience that you share their values. Thus, “I can see how you’d feel that way…” means: “I empathize with your point of view and and I share your interests”.
Aristotle recommends concession and shift as the next tactic. “I felt the price was a little high” — in other words, “I agree with you… I concede your point. Let’s not argue about it”. Notice that this phrase is in the past tense. Since we’ve agreed in the past, we can safely shift to the future — the new conclusion that it’s a “real value”.
Apple’s Genius guide has a multitude of communication stratagems deriving directly from Greek rhetoric. For instance, empathize, don’t apologize. The customer is upset because his hard drive is fried. Don’t say, “Gosh, that really sucks – that line of drives never worked well.” Rather say, “I’m sorry you’re feeling frustrated.” You comment on the person’s emotional state rather than on the sorry state of your technology. Your decorum is good — you empathize and show that you share your customer’s interests. You’re on the same team.
I’ve looked at a lot of sales training programs — they’re all quite similar and they all derive from Greek rhetoric. The word “rhetoric” simply means the art and science of persuasion. The Greeks perfected it, then we lost it, and now we’re recovering it. So, Apple or Aristotle, it’s all about psychology, communication, and persuasion.
Want to learn more? Check out my earlier post on concession and shift: The Persuasive Future. Or, just take my class on rhetoric.
Was Clint Eastwood’s performance at the Republican National Convention the result of the “risky shift” that occurs in group behavior? Eastwood’s performance has been described as “weird”, “cringe-inducing”, and “bizarre”. Not surprisingly, no one in the RNC or in Mitt Romney’s inner circle wants to take credit for it.
So, how did it happen? Last week, I wrote about the risky shift in group behavior. When lines of authority are not clear, groups can veer off track, making riskier decisions than any individual in the group would make. This especially occurs in a temporary group where it’s not always clear who the boss is or how decisions should be made. When somebody proposes an action, other members of the group may think, “Well, it’s not what I would do but she seems to know what she’s talking about, so I’ll just go along“. Each member of the group can shift responsibility to the group itself. “Well, it wasn’t my fault. The group made the decision. I’m a team player so I just went along. ” This is why — according to the U.S. Air Force — fliers shot down behind enemy lines have a higher survival rate if they’re alone rather than in a group. A downed flier operating alone tends to make more conservative decisions that lead to more successful outcomes.
I don’t know exactly what happened at the RNC but here are two very plausible scenarios: