Is your writing clouded in fog?

Why is it that so many business documents these days are still almost unintelligible - full of meaningless jargon and over-used business-speak?  Don’t people realise that business writing these days is about using plain English?  The reality is that people are now so overwhelmed with information, that you need to get your message across as quickly and simply as possible.  Gone are the days of big words, and long and complex sentence structures.  Simplicity is everything.  We should be writing to express, not to seemingly impress.

You may be surprised therefore that as long ago as the 1950s, methods were being devised to assess the readability of written documents.  One method was created by Robert Gunning, a US businessman and publisher.  He reflected on how his own work was being regarded, and devised a test that determines how many years of education a reader needs to easily understand a document.  He called it the Fog Index.    The test looks at things like average sentence length and the number of complex words (defined as being a word of three or more syllables).   A Fog Index of 6 would be easily readable for sixth-graders.  Text aimed at the public should aim for a grade level of around 8.  Text above a 17 has a graduate level.

The test was popular because it was remarkably easy to calculate, given calculations back then were largely manual.  It could be followed and applied by anyone.   In our current digital age, it’s therefore great to know that Microsoft Word has automated the process, with built-in statistics.   The test in Word is called the Flesch-Kinkaid Index (developed for the US Navy).  There are two statistics; firstly the Flesch Reading Ease (the higher the better, up to 100) and the Flesch-Kinkaid Grade Level (which, like the Fog Index, reflects the number of years education needed).   Google Docs has a similar tool. 

So it you’re wondering how readable your documents are, go to Settings and ensure that both Grammar and Spelling are checked.  Then, once you’ve reviewed the Spelling, the programme will provide the readability statistics.

Interview for success

The tagline I use for my business – Deliver the Moment - could not be more relevant than for job interviews.

If ever there was a moment in our lives that we need to communicate with confidence, impact and clarity, interviews are it.    You get one chance to make a positive impression, on so many levels, that you really don’t want to mess it up. 

One of my all-time favourite quotations is “Luck is when preparation meets opportunity”.  There can be no doubt that preparation for an interview will be time well invested.  But although people often pre-empt the questions they might get asked and pre-prepare what they will say, it’s not often people consider how they will answer.

So here are my top three tips for interview success:

1. When asked a question, pause before answering.  After all, you want it to be your best answer.  So give your brain a few seconds to think. It’s far better to pause and say something worth listening to, than to blurt out something you later regret.

2. Keep your answers short.  No-one wants a lecture.  Forty seconds is probably ideal.  I firmly believe that if you’re still answering a question after one minute, the person that asked it is starting to wish they hadn’t!    Remember, less is more.  If you don’t say enough, they’ll ask for more. And don’t underestimate how much you can say in one minute.

3. Answer the question. In other words, after pausing, come straight out with your answer.  Sounds obvious right? But so many people meander their way to their answer - verbalising their thought-process - rather than pausing, then giving a concise answer, with a brief justification or explanation. 

When coaching my clients on these topics, we use video extensively.  It’s not always easy to see yourself on video but unless you do so, it’s almost impossible to judge how well you’re adhering to the above principles. 

So, if you defining moment is your next big job interview, give me a call.  One coaching session is all it will take to fine-tune your performance.

“A Word to the Wise - Communication Tips from Lionheart Consulting”

How you sign off your emails says a lot about you

At the end of a face to face conversation with someone, I doubt very much that you would simply turn around and walk off, without saying a pleasant goodbye.  And yet that’s what so many people do with their emails.  No pleasantry, no name, nothing. 

Now many people have a standard, default signature set into their email application; their name, title and organisation.  That’s fine… though it’s arguable whether you need it once you’ve established a relationship with someone.  But so often I see that people have added a ‘Kind regards’, ‘Best regards’ or ‘Sincerely’ to their default signatures.  So it’s there for every email they send. 

It’s not very personal.  It doesn’t show much empathy or recognition of the audience, the topic, or the situation.  ‘Kind regards’ is formal and respectful, so it’s great for opening or introductory emails; but once you’ve established contact your sign-off can relax - even a ‘Cheers’ at the end would be fine, if the relationship has reached that stage. Eventually an email exchange can become a conversation - that’s fine.

But equally, to use ‘Cheers’ in your first email wouldn’t be appropriate in some situations.  It’s over-familiar, doesn’t show much respect and may be seen as lazy or too casual.

Each may be right in certain circumstances – there is no right or wrong.  The important thing is to think about it – and change the way you sign of your emails to suit the situation.

You might think this doesn’t matter - and for some, it doesn’t  (it all depends on the receiver’s communication style).  But to many people, it does.  It shows you’ve considered the status of your relationship and have adjusted your tone and style to the situation, the topic and your relationship.  It says a lot about your personality, whether you care, and whether you show attention to detail.

Like first impressions, this stuff is almost subliminal….   but it can really make a difference.  

“A Word to the Wise - Communication Tips from Lionheart Consulting”

5 reasons why communication skills are more important than ever

1.  The pace of market changes require fast responses and rapid decisions. So businesses need to be less rigid and less bureaucratic.  Information needs to flow up, down and across.  It's no longer sufficient to have a few skilled communicators in key positions.  Fast response times requires everyone to be a competent communicator.

2.  Teams are now the basic unit of business (whatever you call them, even tribes and squads).  People need to know how to communicate effectively and reach consensus quickly on complex issues, without relying on the boss.

3.  Global organisations demand more skilful communicators.  Global collaboration, cultural differences, multi-generational workforces.  Misunderstandings can arise quickly.  Effective communication is quite possibly the essential competency of the global corporation.

4.  Technology is changing the way we communicate - virtual meetings, teleconferences, messaging, email, social media.   Each requires a different approach to get the message across.  People need flexible and adaptable communication skills, because technology does nothing to alter the quality of communication; the human factor remains critical.

5.  Businesses that don’t evolve won’t survive.  Jack Welch said "If the rate of change on the outside exceeds the rate of change on the inside, the end is near".  Businesses need to embrace and maintain a culture of continuous learning and that means open, transparent and clear communication.

“A Word to the Wise - Communication Tips from Lionheart Consulting”

You wouldn't give a book the title 'book'!

I’ve been running some virtual Business Writing coaching this week, helping a client to make their sales proposals and marketing emails stand out from the crowd. It constantly amazes me how businesses submit sales proposals with a title that says “Business proposal for…” followed by the prospect client’s name. It’s not exactly attention grabbing. It’s a bit like giving a book a title that just says ‘book’.   

The title is a great opportunity to sell value and influence your client in your favour.  Far better to make the title a benefit statement. Tell your client what value you can add, in tangible and personal terms. The more you articulate the specific objectives you can help them achieve, the better. 

“A Word to the Wise - Communication Tips from Lionheart Consulting”

Listening between the lines

Listening is the missing half of communication.  It is absolutely necessary but often ignored.  We live in an age that we call the ‘age of communication’ and there is certainly a lot of talking going on.  But how much listening can there be, with so much distraction around us?

It’s easy to view the art of communicating as one way.  That the skill of influencing is about being able to present a persuasive case – or that consultancy is about recommending customised, client-focused proposals.  But the reality is that it’s listening that’s the golden key for the door to human relationships. 

Genuine listening costs us nothing yet it brings huge benefits.  First, it helps us understand the other side.  How can we hope to change another person’s mind, if we don’t know where their mind is?   Secondly, listening helps us Connect – to build rapport, trust and show we care (after all no-one cares how much we know, until they know how much we care!).  And thirdly, it makes it more likely that the other person will listen to us – and therefore help us get to yes. 

The problem is that we take listening for granted.  And that when we listen, we hear the words but are often simultaneously thinking about our own values, concerns, interests… and how to respond.  In other words, the focus is on us.  But in genuine listening, we put ourselves in their shoes; we tune into their wavelength, and listen within their frame of reference… not our own.   In genuine listening, we don’t just listen to the words, we listen to what’s not being said – the nuances, the emotion, the needs and wants.   

You’ve heard of reading between the lines – this is listening between the lines.

(Taken from an excellent Ted Talk by William Ury – ‘The Power of Listening’)

“A word to the wise - communication tips from Lionheart Consulting”

Santa Claus - the Master of Consultative Selling

Over Christmas I was researching Santa Claus. And in doing so, I realised that he's mastered the art of the consultative sell. He doesn't force his products on you. He sits you on his knee (if allowed these days!), gets to know you and asks you questions. What would you like for Christmas? Have you been a good boy/girl this year?

His curiosity about what others want is unprecedented in the world of childhood icons. The Tooth Fairy brings you money whether you want it or not. The Easter Bunny leaves chocolate eggs, even if you wanted some other type of gift.

But Santa Claus - like all good consultants and sales people - asks questions, probes, listens and develops relationships, before deciding on the best solution.

Merry Christmas!

“A Word to the Wise - Effective Communication Tips from Lionheart Consulting”

'Infobesity' - The Enemy of Persuasion

An epidemic is plaguing the corporate world and there is a good word to describe it - ‘infobesity’. Businesses have overindulged in information. People are finding it harder than ever to decipher, decide and deliver.  

Lee Iacocca (Chairman of Chrysler in the 80’s and a leadership guru to this day) once said “You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere”.  But the reality is that the never-ending stream of emails, meetings dominated by PowerPoint, endless reports and documents… not to mention social media… means that information now is more like bad cholesterol, clogging business arteries and slowing decisions. It’s overwhelming and the result is that people only remember and act upon a small fraction of what they read or hear.

The key to influencing and persuading is therefore quite simple – keep it brief. Deliver an ‘executive summary’ only.  Get to your point quickly, clearly articulate the benefits and back up your argument with succinct supporting evidence. Leave the detail out. If you say something of interest but don’t say enough, the other person will simply ask a question – which will lead to a productive discussion. But don’t bombard people with too much, too soon.

I said it’s simple... but of course being concise is often harder than being prolix.  As Mark Twain famously said “I didn’t have time to write you a short letter, so I wrote a long one instead”. But the time you take to keep your persuasive argument brief will massively improve its impact and effectiveness.  

James Carville (communications advisor to Bill Clinton) said “The communications business is the only one where you multiply by subtracting – the less you say, the more you’re heard”.  

“A Word to the Wise - Effective Communication Tips from Lionheart Consulting

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Pilots use check lists and so should you

You're getting on a plane and you see the pilot and co-pilot running through checklists. It doesn't mean they don't know how to fly the plane. They're just leaving nothing to chance.  And neither should you when you want to communicate a clear and compelling message.  

That’s why having a good set of notes is the key to success in any situation, whether a formal presentation, conference call, meeting… even a wedding speech. 

The fact is that notes take all the pressure off. Because no longer have you got to worry about what to say; all you have to think about is how to say it. Notes free you up and enable your natural personality to come out.  Notes also show that you’re prepared. They show the audience you take the topic - and them - seriously.

And remember that the more you know, the more you need notes.  Don’t think that because you’re an expert on your topic you can just wing it! The problem with being in your comfort zone is the tendency to say way too much, to ramble and appear unfocused, even unsure of yourself. Notes keep you focused, concise and articulate, and make you appear more confident and authoritative.

So what do a good set of notes look like? It's a personal choice but my advice is not to use a script, unless you've been trained in how to deliver it naturally and conversationally. Plus it’ll probably be written in the written language, not the conversational language. One-word notes (‘conclude’, ‘introduction’) are also unhelpful as they're not telling you want to say and the order in which to say it.  

My advice is to use abbreviated bullets; key phrases written in your own short-hand - that you can read in a split-second and know instantly the message you want to convey. Written in big font and printed one sided (turning pages can be distracting).  Then when you present, all you need to do is add just enough words to make them into sentences. The words you use at the moment of speaking will be spontaneous, conversational, and entirely natural.

The key is to be disciplined and stick to your notes. If it's not in your notes, don't say it.  Any pilot will tell you it’s not a good idea to fly off course.

“A Word to the Wise - Effective Communication Tips from Lionheart Consulting

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Drunks, lamp-posts and PowerPoint

Why do we still experience ‘death by PowerPoint’?   If anything, it's got worse. People manage to express themselves perfectly well in conversation without needing an accompanying slide.  So why is it that people feel the need to have a zillion wordy slides behind them when presenting?  The only effect they're having is to distract the audience away from the presenter… which is surely the last thing they should want.

There are several reasons. First, people genuinely believe it’s ‘best practice’ (if only). They’ve seen it done by their bosses and peers, so they copy it, without giving one thought to the ‘greats’ like Steve Jobs who never had a bullet slide in sight. 

Second, some prefer the security of hiding behind their slides (“don’t look at me, look at the screen”) . Yes, presenting can be nerve-wracking without the right tools and techniques – but using your slides like a drunk uses a lamp-post (for support and not illumination) isn’t the best option if you want the audience to buy you as a person, and your message. 

Third, it’s just so easy - you have a presentation to give, so you start with your slides. You write your content, colours and animation, then use them as your notes as you present, and probably hand them out too.

The end result? You've blown your opportunity to display your personality and win them over with your charisma and passion for your subject. Because you've succeeded in completely distracting them away from where the personality and real message is.

Slides (and any visual aid) should be used to reinforce what you’ve already said.  And they should be visual - graphs, charts, diagrams.... So next time you're presenting, decide on your key message and supporting topics first. Then structure it well.  And then - and only then - ask yourself “Now what visuals can usefully reinforce this message?”.  How often do the slides come first when they should come last?   

You manage to describe your latest holiday to your colleagues perfectly well without a set of bullet-laden slides. But I bet you’d show your holiday snaps – now they really do reinforce what you've said.

“A Word to the Wise - Effective Communication Tips from Lionheart Consulting”