Michelle takes the audience through the essentials for getting people to say "yes" to you when you communicate - particularly when presenting, speaking in public, or selling.

1. COMMUNICATE POWERFULLY
(Onstage, Over The Phone & By Email)
with
Michelle Villalobos
(vee - ya - low - bos )
1

2. Objective:
To communicate so effectively
and so compellingly that people
say “YES” to you - no matter
what you’re asking!
2

3. “Any time you're persuading
someone to come around to your way of
thinking, that's selling. Any time you're trying to
get someone to take up your cause, that's selling.
Any time you're attempting to change attitudes
and behaviors, that's selling.”
- Laura Braithwaite
3

4. Premise 1:
We are ALL
selling something.
4

5. What do YOU sell?
5

6. Prem ise 2:
Mos t people hate
b eing SOLD TO
6

7. B. Blinding
F. Flash
O. Of the Obvious
7

8. Shift Context
What do
I want THEY
want?
8

9. Relationship “Other” Relevance
Trust
Why people Like
BUY (or buy IN)
Self-
Confidence Solution
Interest
9

10. 1. Establish Your Objective
10

11. 1. Establish Your Objective
11

12. Draft 1
Plus
Humana Care
ngths,
customer service and better s, stre
OBJECTIVE: To engender more collaboration, better ut)? Find out specific challengecommunication both among and
o
To do: within Y-3 stores nationwide. forehand (about 2 weeks
e
a few agents b
- Could I interview
etc. APPROACH: A fun, discussion-based, interactive workshop lidesignedills for bthem g rapport, uildin
develop concrete , app cable sk to get (Part One) seeing the “big picture”
of how IVE: For the Care Plus age and
collaboration across stores nts toamong salespeople creates the best possible outcome for all (Part Two)
I. OBJECT
understanding the interplay between their personality type and others, and how it impacts customer service and
referrals and sales. finally (Part Three) developingWhole Organization Workshop Guide with each other and with
teamwork, then self-awareness and skills around interactions
customers.
LINE
III. C ONTENT OUT
e story:
PART ONEStory - 10 minu tes. Objective of th
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a. Establish M
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objectives intention-setting - 10 minutes, possible answers:in Sales: c 10
you WHO you’re selli
outcreate a shared database of beliefs,Ivalues, and
b.If A.To improve communicationthe rather ab
Purpose of but WOW: To
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How r r bo
IV. nality Typeards ce by environmen
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Icebreaker & P V. Where/When - prioritiesces can
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2.IV.Collaboration discussion o establish that pre20 minutes (purpose, for each individual and store to see that
rcise (t
collaboartionss ExeObjectives: individually AND to identify ways and initiatives to collaborate more effectively)
a. Handedne helps everyone Nur rer
not
A.What is y”) • To will me through WHO, WHY, WHAT and keep tu
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Discuss - and/ g•that knshthe purpose,angeronshandgprinciples ly the company.
Eto fits rapp
c.C.Challenges obstacles conversations/rela mission
ort
D.Solutions /
i. How do initiativeseforoac quickly How can the stores support each other? (i.e., Sharing merchandise,
crossiloyp ppr collaboration.
• Ta -t r a
•D h to the perso
ii. Similar type? eve One: ve lis
customer info,Partlop actiSet objectives they’re talkin
etc.) n
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•H
ii C allenges? ave a fo of
apt? eir needs.
• Un Who?
A.Capture. to adI. derstand
iv. How peo ple and adapt to th
learn hthe to read f uildin e
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cre
d. So, the se Trmaking 101 (1 g re
n ust
are the stakeholders? lationship
ecisioBe whom does the success of this business matter? :
3 . The TWO & D
Brain
PART ft vs. Right Brain selling
B.To interested
, not in
a. Le C.Respectdoes each teresting groups want?
What (cou of these
VI.Personality Neurons minutes
type - 15 rtesy, etiquett
b. Mirror
A.Group typingge F cus up)
activityo(get on what you can
e)
c. Get y Langua II.Why?
d
B. Bo intotact1 type’s “head”
each
give, how you
can bene
d. Eye Con I. 1:30types likely 0our PURPOSE? situations (i.e., fitathwould re(ach tyan o alue? How
am to in :0 responses to certain
A.Whatutes) is p e othe pe v
C.Discuss different (30 m 12 m: Meet, Gree Art Gallery story, wstresses) you c
1 B.What VALUES do we hold dear? h t nly do this if y
toryselling 10A. Eye to th t & ou u 12

13. 13

14. 14

15. 15

16. Objective:
What is the SUCCESSFUL
OUTCOME you want?
16

17. 2.
Know
Your
Target
17

18. 18

19. 19

20. 20

21. 21

22. Women
Ages 30 - 60
Affluent
Professional
Interested in Self-Improvement
Want to Have Fun
22

23. 23

24. vs.
24

25. 25

26. Questions To Ask
• What are this person’s NEEDS?
• What keeps them up at night?
• How do they measure SUCCESS?
• Who do they ANSWER to?
• How are they COMPENSATED?
26

27. Identify
Pain
Points
27

28. 28

29. 3. Plan
Your
Content
29

30. Traditional Outline
• Linear
• Rigid
• Not Fun
Mindmap
• Mimics how
we think
• Creative
• Easier
30

31. 31

32. 32

33. Subtopic Subtopic Subtopic
Subtopic Central Topic Subtopic
material material
material material
Subtopic Subtopic Subtopic
material material
33

34. Put it in order.
WHY WHAT HOW
• Pain Points • Strategy • Details
• Obstacles • Solutions • Facts & Figures
• Needs/Desires • Case Studies • Tactics
• How it IS • How it • Options &
COULD BE Pricing
34

35. 4. Understand how people
think & decide
35

36. 36

37. Attention
37

38. Use popular
references
people
recognize
and connect
with to get
“BUY IN.”
38

39. Interact.
39

40. Incorporate activities & exercises...
40

41. 41

42. Understanding
42

43. 43

44. 44

45. http://www.garlikov.com/Soc_Meth.html
45

46. Use analogies to illustrate
complex concepts.
46

47. 47

48. 48

49. Get VISUAL
49

50. 50

51. Emotion
51

52. “Communication is the
transfer of emotion.”
– Seth Godin
52

53. Right
vs.
Left
Brain
53

54. 54

55. “...If you focus on logic,
numbers, reasons and rationale when
you [speak], you’re putting half your
client’s brain to sleep... [the half that
makes decisions]”
StorySelling for Financial Advisors: How Top Producers Sell
(Scott West & Mitch Anthony)
55

56. Mirror
Neurons
56

57. 5. Look
Sharp
57

58. 2 Seconds =
how long it
takes for
someone to
form a first
impression
58

59. First Impressions?
• Salesperson
• Annoying
• Too eager
• Pushy
59

60. First Impressions?
• Powerful
• Confident
• Arrogant?
• Knowledgeable
60

61. First Impressions?
• Childish
• Uncertain
• Young
• Demure
61

62. First Impressions?
• Self-important
• “Too busy for me”
• Successful
• Not friendly
62

63. First Impressions?
• Friendly
• Trustworthy
• Engaged
• Professional
• Interested
63

64. Key Elements
• Eye Contact
• Expression
• Attitude
• Body Language
• Clothes
• Neatness
• “Props”
• Greeting/Handshake
• FIT
64

65. Put Away
The PDA!!
65

66. 6.
Get
In
The
Right
MINDSET
66

67. Whether you
think you can or
think you can’t...
You’re right.
- Henry Ford
67

68. 68

69. 69

70. 70

71. 71

72. 7. Watch Your Words
72

73. “I may be wrong but
what if we try a new
approach? I was thinking, you
know, maybe we could, um, find a
partner or something, you know to help
us grow our mailing list. Maybe I could
call a few people that I know. I don’t
know, what do you think?”
kie josiuel lk asj kdi ko oudu lki, reit
kci,wii, oieru iyd klkea loi leoop ncke
adlfjad ieu loo keuu eioci klle leyuc ckelk lke
as eec eae ree clkj elkj sld fkjds adlk fja....
“Infractions:” Passive, Rambling,
Verbal Filler, Qualifiers, Hedges
73

74. Verbal Filler
• “Um”, “like”, “ah”, “you know”
• Rambling (and... and... also)
• Nervous chatter
74

75. only
Qualifiers just
& Hedges you know
really
in my opinion
sort of
kind of
apparently
I’m not an expert, but
I may not be qualified,
but
but
maybe
I guess
75

76. “To Be” = Weak
I lead
I am (was, will be...) _______ _________
I am the leader of a team
You o versee
You are (were, will be) You ___ __________
__ are responsible for sales sales
We m anage
We are (were, will be) _
We are ___managers__
___ the _____ of...
They h elped
They are (were, will be) ______
They were helping the __
_______kids...
76

77. effective action verbs...
Achieve Formulate Manage Promote Structure
Advance Fulfill Marketed Publish Suggest
Conduct Forecast Maximized Pursue Supersede
Consult Generate Mediated Rank Supervise
Commit Gain Motivate Update Target
Coordinate Gather Negotiate Redesign Teach/
Develop Head Obtain Reengineer Taught
Deliver Host Operate Reorganize Test
Design Identify Organize Represent Train
Define Implement Originate Restructure Transform
Devote Improve Oversee Revise Transcend
Earn Improvise Participate Safeguard Unify
Enhance Influence Perform Secure Upgrade
Evaluate Launch Pioneer Specify Utilize
Examine Lead Plan Spearhead Validate
Extend Lobby Prepare Standardize Value
Facilitate Maintain Present Strengthen Write
77

78. “feel”
78

79. “One way to
grow a list is to
partner with others
and offer a benefit in
return. I know a
few I can call.
Thoughts?”
Direct, to the point, assertive
(without being aggressive), inviting
79

80. 8. Hone Your Delivery
80

81. Be LOUD
81

82. Eye contact
82

83. Stance
83

84. PLANT to make points
Hands out of POCKETS
Avoid ROCKING
84

85. The Dramatic Pause
85

86. 86

87. flec
In tion
Have you ever noticed?
How some people talk like they’re asking a question?
Most don’t even realize they do it?
RECORD YOURSELF.
87

88. 88

89. Communicate Powerfully
In Other Situations
89

90. Over The Phone
90

91. More difficult to connect
without visual cues
91

92. New technology makes it easy (and
inexpensive) to video conference
92

93. More important to:
•Establish framework
•Interact
•Pause, check for understanding
•Manage your energy level/attitude
•Inflect
•FOCUS
93

94. People
can “hear”
how you feel.
94

95. 95

96. 96

97. the
MULTI-TASKING
myth
97

98. 98

99. “People who regularly
juggle several streams of
electronic information do not pay
attention, control their memories,
or switch from one task to another as
well as those who prefer to focus
on one thing at a time.”
– Stanford Report, 8/24/2009
Study by Clifford Nass, Eyal Ophir & Anthony Wagner
99

100. By Email
100

101. More important to:
•Avoid negative emotion
•Prevent lots of back and forth
•Be considerate of who needs to be cc’d.
•Watch out for subtexts
101

102. 102

103. 103

104. Let’s meet Tuesday at 2:00 pm.
If that works for you please confirm.
If not, please give me two times
either Tuesday or Wednesday
afternoon that work for you.
104

105. Emotions Over Email
105

106. Use detailed subjects:
x Important! Read Immediately!!
x Hola!
x Following-up
x The file you requested.
"Confirmed for Tuesday but need
to change location to Starbucks”
EOM (end of message)
106

107. Who REALLY needs a cc?
107

108. Communicate Powerfully
In Meetings
108

109. Undermining Derailed Rabbit Holes
No How Do Meetings All Talk
Action Go Wrong?
Self-
Draining Too Long
Interest
109

110. 110

111. A Plan
111

112. Someone
in CHARGE
112

113. Ground
Rules, i.e.,
• Time frame
• “Parking lot”
• Q & A process
113

114. Road Map
Prepared by Jessica Kizorek and Michelle Villalobos
August 2011
The Next 90 Minutes
**Private & Confidential** © Kizorek, Inc. 2011
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115. Capture & Follow Up
Objectives Decisions
“Parking Lot” Accountabilities
115

116. oogle me!
Or ju st G
www.MichelleVillalobos.com
Copyright Michelle Villalobos, Mivista Consulting, Inc. 2009. All Rights Reserved.
To Reprint, Distribute or Repurpose, visit www.MivistaConsulting.com and click “Contact Us”.
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