Naomi Karten is a highly experienced speaker and seminar leader who draws from her psychology and IT backgrounds to help organizations improve customer satisfaction, manage change, and strengthen teamwork. She has delivered seminars and keynotes to more than 100,000 people internationally. Naomi's newest books are Presentation Skills for Technical Professionals and Changing How You Manage and Communicate Change. Her other books and ebooks include Managing Expectations, Communication Gaps and How to Close Them, and How to Survive, Excel and Advance as an Introvert. Readers have described her newsletter, Perceptions & Realities, as lively, informative, and a breath of fresh air. She is a regular columnist for TechWell.com. When not working, Naomi's passion is skiing deep powder. Contact her at [email protected] or via her Web site, www.nkarten.com.
If you want to convey the impression that you’re smart in a meeting, you’d better make sure to convey that impression outside the meeting as well, because that’s the image of you that people will carry. Don't try any gimmicks or go in with a plan to ask certain questions or show off. Just follow these simple tips.
Regardless of the size and scope of a crisis, any hope of resolving it quickly is made worse by something that often happens: when those in charge handle the situation poorly, such as going into denial, blaming others, or trying to resolve the situation secretly. Here's how you should deal with a company crisis.
If your goal is to improve service delivery to your customers, it's a good idea to ask for and incorporate input from those very customers. Invite your clients to outline priorities, get clarification on points that confuse them, and vent frustrations. They'll appreciate being heard, and you'll both learn a lot.
If you want feedback from your users, sometimes the best technique for gathering information is staying silent. After someone responds to your question, instead of continuing the conversation, just pause. This encourages the other person to keep talking, and that's when you may get the most valuable information.
It's good to eliminate any time-wasting practices, but that can be tricky when they come from your boss. Manager-imposed time wasters include micromanaging, holding unneeded meetings, requiring unnecessary status reports, and issuing ambiguous instructions. Here's how to broach the subject and get some time back.
In this era of multitasking, you probably excel at listening even as you do other things. But it’s not enough to be skilled at listening if, in the process, you convey the impression that you’re not listening. Make sure the people you're communicating with know you're listening to them by employing these simple tips.
To successfully persuade someone of something, it’s important to keep in mind how you come across to others—when you’re trying to persuade and when you’re not. It's a good idea to build up trust and credibility before you need something, listen to others when they're in need, and think about tailoring your message.