President Nasheed - A powerful and persuasive speaker

He is different from what we have seen before in a President from the Maldives. His language is simple , and has a powerful voice . He is direct and calls a spade a spade. When he is on stage, it’s the person his friends know, not someone else.

My evaluation of his style :

Eye contact: If you watch his speeches you would notice that he uses eye contact very well. He holds eye contact on one direction for few seconds, and then moves on to the next direction. Throughout his speeches he maintains eye contact.

Speaks from heart: He does not try to impress the audience, but he speaks from heart. When he made his campaign speeches, you could sense this. He was not trying to show that “I am the best”. He was not trying to show that he can speak well. He was more focused on the message, and wanted to deliver it to his audience.

Stories/Vivid language. Children love stores and adults crave them, too. President Nasheed applied this tecnhique in his speeches. One example is when he told the story of an average man building a house. You waited wanting to know, what next? He painted pictures in the minds of listeners when he shared his vision about someone living on one island, having ice cream from the island, and returning back to his island the same day. The picture is clear. Its all about mobility and the transportation network that would connect the islands toghter.

This is what many great speakers do. In 2004 Democratic Convention keynote, President Obama opened with the story of his family and then talked about "possibilities of America."

Pauses. I have discussed the importance of pause, in one of my previous article. President Nasheed knows this very well. He pauses, at the right time, to allow the audience to understand what he said, before moving on. Listen to him, you will know this. He is master of this.

Language : He uses simple language and that connects with people. This is totally incontrast to his Predecessor. He speaks in the affirmative. We will do this,….. We will do that, I am going to be the next president.

Audience is Ego Centric: Martin Luther King Jr., John F. Kennedy, and Obama are good examples. They gave their people hope, and won their hearts. President Nasheed did exactly the same. He provided people with hope. Spoke about things people wanted to listen, and promised solution to their problems.

The audience wants to know what is in it for them. He provided them with what they wanted to listen, in clear cut terms by repeating many times his 5 promises to the people.

Repetition/ Parallel structure: Repeating the same expression at the beginning of successive sentences or at end of sentence is what many great speakers do. King's "I Have a Dream" speech. "I have a dream that one day this nation will rise up and live out the true meaning of its creed…. I have a dream that… I have a dream…" Obama used , "You have done what the cynics said we couldn't do. You have done what the state of New Hampshire can do in five days. You have done what America can do in this New Year."

I watched the Nasheed’s campaign speech at the artificial beach on 14 .08.2004. He used 7 times “ Alhugan’du mennakee…..”, Alhugan’du mennakee …..”, to start a new sentence . He also repeated “Alhugan’du menneh Faisaa eh’ Nubahaane, Alhugan’du menneh Rishwatheh nudheyne, Alhugan’du menneh naajaaiz faidhaa eh nunagaane , Alhugan’du menneh rayyithunah bireh nudhakkaane".

You Can: Mistakes, Pauses, Punching and Impressing Audience in Public Speaking

Since the last article, I have been asked by few colleagues, and students on pause and how to handle mistakes. I would like to share best practices on this.

Mistakes

Everyone makes mistake whether you are a greater speaker or not. When you make mistakes some people get nervous, sweat and panic. The may blink eyes, shake heads and make other gestures. Often audience does even notice that you made a mistake . It’s the reaction of the speaker that people notice, and it tells the audience that something has gone wrong. The biggest thing to remember is that most of your audience doesn’t know you screwed up, and they have no clue. Just keep talking.

When speaking in public the reality is, your are going to make mistakes. So don’t practice with the hope that you will avoid them all. You are going to make some mistakes. Great speaker when they make a mistake, they don’t show it to the audience. They just continue. They know, how people hear words, is not that same as how they read words. When you are reading bad grammars and other mistakes are noticed easily, but not when you are speaking.

Pause

Although, I have mentioned about this in my previous article. This needs some elaboration. Pause such a good technique to use in speaking. When you pause, the audience has time to digest what you have just said.. Great speakers know whether it’s time to speak or not, and they know when to pause a little longer so they don’t step on the applause. Pauses can highlight something you’ve just said or something you’re about to say. .

Punching

It’s saying a word with extra volume or enthusiasm or emphasis—is another tool a speaker can use to highlight an important point. “I really like you”. Did you notice here that the emphasis is on the word “ really”.

Impress audience

Often speakers want to impress an audience. But remember if you sound like "I am the best", "I am better than you," people won't care what you say. Think of a situation in your life, when you felt the speaker is trying to impress you. How did you feel about it? So instead of trying to impress them, treat them with respect.

You Can: Polish Your Skills in Public Speaking-My 8 Steps

I was a senior judge at the last National Public Speaking competition held duing June 2011. I must admit I saw some great talents. At times reminded me of my school days, when I was called on to stage to speak in front of my fellow students. While sitting there, I felt the need to put down something in writing on public speaking based on my experience as a speaker, and TV talk show host.

1)Attract The Audience

When speaking in public, start with something you can attract the audience. This may be a quote, some statistics or your own story. You may start with a current event or even pose a question to the audience to get their attraction? Don’t make it too lengthy, and it shall be relevant to the subject.


Some examples:

1)Question-How many of you believe our people spend too much on clothes?
2)Your Own Story –It was a Thursday, and I was having coffee with 2 of my friends, and suddenly I heard a loud noise
3)Quote - You can fool some of the people all of the time, and all of the people some of the time, but you cannot fool all of the people all of the time.
4)Statistics-Research reveals that when customers are unhappy, less 4 % complain.

2 )State the Topic

Once you have got the attention of your audience, state the topic directly. There are many speakers who leave the audience guessing the intention of the speech. Don’t leave the audience to guess the topic.

3)Your Key Points

Once you have stated the topic, provide a high level overview of what your key ideas are.

•Say for example “The three points I want to cover are”…..
•Key ideas should be clear, and concise.
•Once you have signaled your idea, you must support it. The supporting material you use should make your presentation clear
•Some speakers keep the best idea last. You may say “this is the most important point I would like to make” or The one thing I want you to remember is...."
•A summary at the end of each major division helps wrap up the idea .
•People are able to process information more effectively when speakers use obvious organizational cues. Some common signals are numbers (one, two, three) or words (initially, finally).

4)Your Language

•Public speaking is to communicate in a clear way to your audience. So I prefer simple language than poetic language. I prefer use of simple words, and short sentence. It works well with audience. I know this from experience. So use simple words and expressions. Eg; Opposite instead of antithesis, raise instead of elevate etc.
•Use active voice, in which the subject takes an action. Instead of the passive “the boy was bitten by the dog,” you would say “the dog bit the boy.” Active is usually more concise and often clearer in meaning and easier to remember.

5)Your Voice

•Speak with variety in your voice, but shall not be exaggerated too much
•Slow down for a dramatic point
•Speed up to show excitement
•Pause occasionally for effect
•Don’t shout, which I have noticed many speakers do.
•Be mindful of the rate of speech. Don’t speak too fast or too slow.

6) Your Body Language

•Your expression and body moment shall be natural, and shall not be over used. Don't animate or mime your entire speech.
•Smile when talking about something pleasant and let your face show other emotions.
•Look at the audience as you speak. If it is a small audience, you can look at each person otherwise, look at the audience in small “clumps” and move from one clump to another.
•Stand with both feet firmly on the ground. Keep them balanced so your body and not leaning to one side. Don’t stay rigid to the spot; that would be terrible for 15 minutes, instead use natural movement.
•Don’t put your hand behind back or in your pockets and speak. Use them to back up your message. Whenever you use “I”, don’t have to touch your chest, or whenever you use the word “ear”, you don’t have hold your ears, or when you use the word “heart”, you don’t have to show the shape of heart from your hand.

7)Your Conclusion

Conclude once, and don’t keep dragging. In conclusion do the following

Summarize your key ideas

•“tell us what you told us”
•It gives listeners one last chance to hear the main points of your speech, and reinforces the ideas of the speech and bring it to a logical conclusion.

Let the Audience know What You Want

•What do you want your audience to do with the information you have provided
•Let the audience know if you want them to accept, remember, use, believe, or act on the content of your speech.

8)Be Your Self

Your admire certain speakers, and may be you want to copy them. I agree, I have been influenced by many speakers but I don’t want to be anyone one of them. Audience does not want to see the same show again and again. They want to see you, not him. So be yourself, and based on your strength, envelop your own unique authentic style or your own brand identity.

One way to develop your unique style is, to think of your strengths? Are you funny, knowledgeable, kind, direct, energetic, if so bring them into your speech. Don’t try to act in a certain way or avoid the temptation to speak in particular style. Be the person your colleagues know.

Don’t try to be perfect, you are not wrting, but speaking. So you are allowed to be imperfect. Let the words come from your heart, and share the truth. In order to be effective, one does not necessarily have to be perfect. You’re effective, when you have achieved the purpose of your speech .

Do What You Say-Under Promise and Over Deliver

12 years ago I was living along as a single man. I was then the Public Relations Manager of Dhiraagu. I watch lot of Hindi movies, manily action movies. One can guess some of my favorite actors would be actors like Sunny, Sunjay Dutt etc.

On my way to office there was a video shop, and I awlays checked the ads on display for new releases.

It was a Thursday while passing the shop early morning, I saw a newly released movie ad on the shop window, and it looked good. Hence before I left office at about 1800hrs, I called the shop, and they infromed me, that they would deliver it to me shortly.

Back then I lived very close to Dhiraagu, so after the call I was back at home by 1810hrs. I was hoping to get the movie "shortly", as I was promised. I waited hours, and at about 2130hrs someone knocked on my door . When I heard the knock, I knew it was the delivery boy and I was so furious and angry. I opned the door, but seen him, and seen how tried he looked I did not say anything. I grabbed the tape from him and went it. He told me “Beybe, I made it quick for you as you are a regular customer".

May be for the shop assistant who answered my call it was not so bad service, and for the delivery boy too it was acceptable level of service. But as a customer, for me it was indeed poor service. When I was told it would be delivered shortly, I was hoping atleast to receiver in 30 minutes.

If they had told me that it was a busy day, and they could deliver the movie between 2130 to 2200hrs.

I that case,I would be expecting it not anytime before 2130 hrs. If I had received it by 2200hrs, I would be happy, but if I had received it by 2130hrs, I would be very happy because they had delivered sooner than they had promised

When dealing with customers, do what you say. Sometimes to manage customer expectation, you may under promise and over deliver. Eg you know you can do something in 30 minutes but not sure, but you are sure you can do it in 45 minutes. In situations like this, it's better to say you will do it within 30-45minutes, instead of saying 30 minutes, to ensure that you keep your promise.

Customers Remember Those Little Things You Do- Go Beyond Expectation

I went to Kuda Bandos with my daughter Sofi, when she was about 6 months old. I had not been there for years, and after been on the island I asked the receptionist, if we could get a room. It was not that I wanted a room, but for feeding, and changing nappies, it would be convenient to have a room. The receptionist politely told me they have only few rooms, and all rooms were booked, and if I had informed them in advance they would have reserved one for me. The way he informed me this, I felt that he was deeply sorry for not been able to provide me with a room.

In the next minute, he asked me Mr. Masood would you mind coming with me for a while, and then he started walking, and I followed him . Since this lad is tall, when he was walking, I was almost running. After few minutes, I told him I am tired, I will wait until his return. Few minutes later he came back with a key, and gave me and said. Mr. Masood, I have some friends on the island, and I asked them if your family could use their room, and they have kindly agreed to it.

That’s more than what I had expected. We thanked him, and spend the day on the island. When dealing with customers, where possible try and go beyond their expectation. Customers will remember those moments always.

You Can: Get Rid of Fear and Speak-The 8 Steps I used

I never spoke in front of an audience until I was in grade 8. I remember the first time I made a speech in front of an audience. My heart was beating faster, mouth was dry, my hand was shaking, and I was so terrified. I can hear my own voice tremble. My whole body was shaking. That was my first experience, and the second time, it was almost the same.
I was so concerned of myself, and I didn’t want to look foolish in front of my friends. I didn’t want them to laugh at me. I was afraid that I may forget what I have to say.
After the second attempt I realized something. That to overcome this fear , and speak comfortably in front of an audience, I needed to do the follow, these steps.
1. Genuine Desire: Genuine desire to be a good speaker. I wanted to be on stage like my colleagues. I was so determined to do it, and never gave up.

2. Positive Attitude: Believe I can do a great job, and the audience will appreciate me. The audience wants me to do a good job. If others can do, I can too.
3. Get Ready: Get well prepared and know exactly what I am going to talk about. Initially I memorized my speech, but later I realized, to have a good outline of facts and information about the subject.
4. Notes: To have outline of the speech on cards, and refer them if required.
5. Practice, Practice: To practice in any way I can. In front of friends, in front mirror, or sometimes rehearse it from my mind. Something I do even now is rehearse from my mind.
6. Condition: Check out the conditions under which I will have to speak. If I will use a microphone, how is the setup, the room etc . This gave me more confidence and was also relaxing.
7. Relax: When introduced to speak to take few breaths to settle down before walking up to the podium, and wait for few seconds before starting to speak.
8. Do it. Use every opportunity to speak in front of an audience. There is no way you can speak comfortably in front of audience unless you do it. I learned swimming only when I was over 40 by jumping into water.

I can guarantee you, if you follow these 8 steps you can speak in front of an audience comfortably, without fear. Don’t worry if you have little fear, many great speakers do have it, when they begin their speech, and it is considered a good thing.

Do Customers Get What they Really Deserve?

Despite all the slogans, and advertising campaigns about customer service, and the importance of it to the company, most companies do not deliver on their promise. Levels of customer service in many companies remain extremely poor. Customers complain they don’t get the level of service they deserve. Professor Kanter of Harvard Business School summed up “Despite the recent media coronation of King Customer, many customers will remain commoners…. most businesses today say they serve customer customers. In reality they serve themselves”

The real issue here is management only talks about customer service. People at top don’t even really understand what stellar service is like. Many conduct customer service training programs. The want their front line staff to smile and say thank you, but these companies are not ready to make a real change, and customer service is not a part of their core strategy.
There are many reasons why many companies fail to deliver great customer service, here are some reasons:
1) Companies want to do everything, for everyone.
2) No or not enough customer data
3) Even if customer feedback is gathered through surveys and other means, positive feedbacks may be acknowledged but those negative comments are simply ignored.
4) When it comes to budget allocation and other resources, priority is never to address those customer expectations, but what the management think is important.
5) New products are pushed out from Marketing, but customers are rarely involved in the development activities.
6) Employees are blamed for service mishaps and interruption, when it is known in most cases the real issue is with systems or processes or structures.
7) Company staff, except those who work at the frontline have almost no interaction with customers, and as such most of them do not understand customer expectations.
8) The focus is on one group, like distributors or agents with less attention to end users.
9) Efforts are made to acquire new customers but not much is done to retain those existing customers

Business is very much like playing tennis, and those who don’t serve well ends up losing. The following statement sums up well, the challenges most companies face today. “The financial products from one Mortgage Company to another are basically the same. We’re out to play `quantum leapfrog’ and jump out in front of our competitors. The only way we can do that is to know our customers overall needs more thoroughly and move more quickly to meet them then anybody else in our business.”