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71 Cards in this Set
- Front
- Back
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Planning the presentation (4)
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1. define the purpose
2. Analyze the audience 3. Gather the information 4. Adapt the message |
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Common purposes of presentations (4)
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1. Inform
2. Motivate 3. Persuade 4. Entertain |
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Speaking to inform
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There is interaction with the audience but the speaker is still in control
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Speaking to motivate or entertain
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The audience is passive
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Speaking to persuade
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There is interaction with the audience and the presentation evolves according to the response
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Types of audiences (4)
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1. Ones that love you
2. Interested but impartial 3. Not interested 4. Hostile |
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Presentation introduction (3)
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1. Arouse interest
2. Build credibility 3. Preview message |
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Presentation body (3)
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1. Connect ideas
2. Capture attention 3. Engage the audience |
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Presentation close (3)
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1. Restate points
2. Describe steps 3. Finish strong |
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Answering questions (6)
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1. focus on the questionner
2. Answer the question 3. Be concise 4. Be specific 5. Don't be defensive or evasive 6. Don't fake it! |
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Types of delivery (4)
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1. Memorizing
2. Impromptu speaking 3. Reading 4. Speaking from notes |
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Preparing to speak (3)
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1. Know the location
2. Consider the audience 3. Adapt the content |
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Building your confidence
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1. Prepare extra material
2. Visualize success 3. Speak up 4. Rehearse 5. Take a few deep breaths 6. Don't read 7. Think positively 8. Look good 9. Avoid monotone |
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Additional points on presenting (4)
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1. Maintain eye contact
2. Use appropriate gestures 3. Vary facial expressions 4. Use visuals effectively |
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Effective visual aids (4)
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1. Create interest
2. Visualize ideas 3. Increase variety 4. Promote learning |
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Creating effective slides (4)
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1. Readable content
2. Modified graphics 3. Design elements 4. Animation and effects |
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Writing readable content (6)
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1. One concept
2. Under 25 words 3. Short phrases 4. Parallel grammar 5. Active voice 6. Visual aids |
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Designing slide graphics
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Simplify visuals
Fewer details Shorter elements Indicate key points Clear visual paths |
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Selecting design elements (4)
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1. Color schemes
2. Background elements 3. Foreground and artwork 4. Fonts and type styles (24-36 range) |
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Animation and special effects (3)
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1. transitions
2. builds 3. hyperlinks |
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Limiting the number of slides
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1. Length of presentation (1 slide every 90 seconds)
2. Complexity of material 3. Nature of the special effects |
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Email frustrations (6)
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1. too many
2. slow or lack of response 3. constant interruption or distraction 4. urgency is unclear 5. suffers from writing problems 6. security |
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Email etiquette (3)
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1. send necessary messages
2. respect the chain of command 3. avoid unnecessary copies |
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Email guidelines (8)
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1. consider the audience
2. control tone 3. use good communication techniques 4. respond in a timely manner 5. provide full contact information 6. delete unneeded or completed files 7. avoid personal messages at work 8. don't expect an immediate response |
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Workplace considerations (4)
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1. legal issues
2. confidential information 3. network security 4. email hygiene |
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Instant messaging business benefits (4)
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1. rapid response
2. reduced costs 3. conversation aspects 4. wide availability |
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Blogging in business (3)
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1. customer support
2. policies and issues 3. market research |
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Webinars (5)
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1. online seminar
2. may achieve goals of blogs or podcasts 3. keep organization known and relevant 4. no travel 5. more in depth |
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Structure of good news messages (3)
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1. Give the good news first
2. Provide necessary details 3. End with the reminder of good news |
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Responding to claims and requests for adjustment
(who can be at fault) |
1. The company
2. The customer 3. A third party |
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The company is at fault (5 steps)
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1. Acknowledge the claim or complaint
2. Sympathize with the customer 3. Take responsibility for the outcome 4. Explain your plan of action 5. Work to repair the relationship |
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The customer is at fault (2 options)
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1. Refuse the claim
Cost of adjustment Cost of lost business 2. Grant the claim Discourage mistakes Maintain the customer |
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Routine Requests (4?)
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1. Products and services
2. Claims and adjustments |
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Routine messages strategy (3)
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1. Main idea
2. Relevant details 3. Cordial close |
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State requests up front (5)
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1. Be specific
2. Pay attention to tone 3. Assume your audience will comply 4. Avoid starting with personal intro 5. Punctuate polite requests and questions differently |
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Explain and justify the request (3)
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1. Ask important questions first
2. Ask relevant questions 3. Deal with one topic per question |
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Close the request (3)
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1. Specific request
2. Goodwill and appreciation 3. Contact information |
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Requesting action and info (who?)
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1. Company insiders
2. Company outsiders |
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Requesting references or recommendations (3)
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1. State the request
2. Provide a resume or other info 3. Express appreciation Self addressed stamped envelope |
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Providing a reference or recommendation (4)
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1. Avoid overstatements
2. Be specific 3. Provide facts 4. Avoid value judgements |
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Routine announcements, replies and positive messages (3)
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1. Main ideas
2. Details 3. Courteous close |
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Goodwill messages include... (3)
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1. Congrats
2. Appreciation 3. Condolences |
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Goals for bad news messages
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1. Convey the message
2. Gain acceptance 3. Maintain goodwill 4. Promote a positive corporate image 5. Minimize future correspondance |
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Direct approach
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Bad news
Reasons Positive close |
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Indirect approach
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Buffer
Reasons Bad news Positive close |
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Buffer; Things to do (5)
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1. Show appreciation
2. Pay attention 3. Compliment reader 4. Be understanding 5. Show sincerity |
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Buffer; Things to avoid (5)
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1. Saying "no"
2. A know it all tone 3. Wordy phrases 4. Apologies 5. Lengthy buffers |
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Reasons to support the refusal (5)
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1. Cover positive points
2. Provide relevant details 3. Highlight benefits 4. Minimize company policies 5. Avoid apologies |
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State the message (4)
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1. De-emphasize the the bad news
2. Use a conditional statement 3. Focus on the positive 4. Avoid blunt language |
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Close with confidence (4)
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1. Maintain a positive tone
2. Limit future correspondence 3. Be optimistic about the future 4. Remain confident and sincere |
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Status of orders (3)
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1. Work toward an eventual sale
2. Communicate clearly 3. Be confident and optimistic |
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Claims and adjustments; things to employ (4)
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1. Courtesy and tact
2. Indirect approach 3. Understanding and respect 4. Positive attitude |
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Claims and adjustments; things to avoid (4)
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1. Accepting blame
2. Accusations 3. Negative language 4. Defamation |
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Analyze the audience; demographics (3)
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1. Gender
2. Income 3. Education |
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Analyze the audience; psychographics (3)
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1. Personality
2. Attitude 3. Lifestyle |
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Maslow's Hierarchy of Needs
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1. Psychological (food, water, air, shelter, sleep)
2. Safety and security (job, stability, protection) 3. Social (affection, group ties, friends, acceptance) 4. Status/Esteem (self-worth, recognition) 5. Self-actualization (self-realization, creativity, freedom) |
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Types of audiences (3)
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Negative (don't want what you want)
Positive (initiated contact or are interested) Blind (don't have an opinion on what you're offering and you know little about them) |
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Writing the message (3)
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Maintain a you attitude
Use positive language Respect cultural differences |
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Basic plan elements (3)
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1. Interest
2. Conviction or evidence 3. Action |
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AIDA model elements (4)
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1. Attention 2. Interest
3. Desire 4. Action |
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Attention or interest
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1. Be sure its in good taste
2. Benefits the reader 3. Ask an interesting rhetorical questions 4. Make the reader want to read on |
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Getting attention (9)
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1. News items
2. Personal appeal 3. Promise of savings 4. Common ground 5. Product samples 6. Problem solutions 7. Product benefits 8. Inside information 9. Evocative imagery |
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Conviction/Evidence (5)
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1. Provide the reasons
2. Build credibility with stats, guarantees, etc 3. Arouse desire 4. Handle objections 5. Consider your approach Hard sell Soft sell Emotional Rational |
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Action; What should the reader do? (3)
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1. Be specific
2. Be success conscious 3. Remind the reader of benefits |
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Persuasive messages (4)
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1. Simple requests
2. Sales 3. Claims and adjustments 4. Collections |
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Anticipating purchase objections
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1. high price
2. poor quality 3. comparability 4. perceived risk |
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Dealing with price (5)
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1. Emphasize or de-emphasize
2. Relate its benefits or savings 3. When high, give benefits first 4. Put it in lowest terms (per ounce, day, etc) 5. Compare it to something else |
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Building interest (3)
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1. Use action terms and psychological descriptions
2. Discuss pricing 3. Support claims |
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Motivation action (3)
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1. State next step
2. Create urgency 3. What do you want to happen? |
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Sales series (3)
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1. Wear out
2. Campaign 3. Continuous |
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Claims and adjustments (4 steps)
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1. State the problem
2. Review facts 3. Motivate the reader 4. Make your request |
