Can good communication increase market share?

Anne McDougall

Agenda

• Welcome

• Housekeeping notes

• Session starts

• Q&A

• End of webinar

Housekeeping

• Slides will be available on our SlideShare page and the link will be emailed to you

• Recording of the webinar will be available to listen to and the link will be emailed

• Take the time to complete post-webinar survey that will pop up at the end

• You can type your questions throughout the session

• Time will be allocated in the end for the speaker to address your questions

You bet it can

Anne McDougall is Director of Innovate Through Training and Development (ITTD), an international consultancy based in London and servicing clients from the private and public sector worldwide.

In the Middle East, Anne works with organisations in Kuwait, Oman, UAE and Qatar. Working at all levels of organisations, she is able to increase motivation and encourage creativity and co-operation amongst multicultural teams. Anne has lectured, consulted and researched in the field of management for the last 15 years and her training course material, which she writes, has been accredited by the International Association of Business Communicators (IABC).

Anne has a Masters Degree in Training and Development and she is also a professionally qualified voice and speech consultant. Her presentations have style and humour which involve and stimulate delegates throughout her workshops. Anne’s current areas of interest focus on improving the performance of managers through employee engagement.

When employees communicate

businesses perform

New Ideas

Induction/

Orientation

Front Line

Staff

Emails

Telephone

Simplicity

EQ

Face to Face

Research

Overview

“ companies that are highly effective communicators had a 47% higher total return to shareholders over a five-year period compared to those who weren’t effective

“ managers who are highly effective

communicators have teams who are

at least three times more effective

than teams who have mangers who

are weak communicators.

Towers Watson

Revenue

market share

profitability

innovation

“93% of those do not feel confident

expressing themselves in the workplace.”

Pearson English

Tests

Board Level Coaching

•Attract more devoted customers

•Create a strong culture

•Develop effective teams.

You will

Are they clear on what their role is?

And how it impacts your bottom line?

Do they know who they have to work with to

achieve their goals?

Do they know your competitive advantages and

how to make the best of them?

PASSION

KNOWLEDGE

FUN

IABC Research

48% Companies failed to explain

purpose of job

63% do not know common Goal

•People will forget what you said

• People will forget what you did

But people will never forget how you

made them feel.”

How good are you?

Ten Brilliant

Five Room for improvement

One Big rethink

Email most popular

WORDS

TONE

Engage

•A clear subject is key

•A greeting such as Good Morning/Afternoon or Hi, is polite

•An ice breaker such as Thanks for all your help with this.

Builds Rapport

Atlassian

$2,100 - $4,100 a year per employee

Poorly written emails in the US

cost company

Keep

Language

Simple

Structure

Logically

Proof

Read

Layout

Imaginatively

Clarify

Aim

The Five Steps

To structure

Tell/Sell

8 Key Point

Mind Maps

Differet Cultures

How to address

What format

Sign Off

Are you writing

“ In order to

So that” WhoIs the reader

Level of interest

Top Team KISS

Colleagues Facts

What

When

How

Where

Why

Do they know

Need to know

To do after

read

Is it due

Do you need to start to prepare

Are you at best

AIM

10-16 Word

Sentences

Active

Voice

3-5 sentence

paragraphs

Powerful

Words

Punctuation

Extend

your

vocabulary

Language

Tell

or Sell

Research

Sources

SCRAP

Persuasive

Informative

Mind

Maps

Structure

Spacing

Font

Justification

Graphics

Figures

Company

Standard

LAYOUT

Quiet place

One error

at a time

Spelling

Alignment

Clarity

Schedule

PROOF READ

Answer Phones

Answer on the third ring

Smile

Greet, good morning/afternoon/evening

Find out what the customer wants

Solve their problems

End with a summary

Clarify aim Control nerves

Prepare

Prepare

Prepare

Body language

55% of your message

Voice

38% of your message

Words

7% of your message

Visuals as aids

Becoming memorable

1 2 34

5 6 7 8

Simple can be harder than complex:

You have to work hard to get your thinking clean to make it simple.

But it’s worth it in the end because once you get there, you can move mountains.”

Simplicity

To be or not to be

One Simple Goal

On time delivery

This is what he means!

“We must develop our most essential human abilities and

not just value technology but also the richness of

interpersonal experience.”