Avoiding the Hazards

 

So last year, I helped the account management department with developing communication frameworks, so think of stuff like … contact and engagement strategies … structured welcome calls and talking points like … what to cover, what not to cover … um, stuff like that …

And then regular … touchpoints for follow-up to ensure we’re … keeping the … lines of communication open with our new clients.

And altogether, it wound up being right about seven hours’ worth of training.

Was it too much? Maybe.

But it helped me to … narrow down … what I’ve got … prepared … for this section because … in the different … training groups … we consistently reached a certain point … that … just really stood out …

And each time we hit that point, I stopped and told’em

“Look guys … it’s a lot, I know … but if there’s ONE THING … the MOST IMPORTANT THING … out of all of this … that I could possibly impress on you guys …

It’s this:”

THE FIRST :28 SECONDS

And this section will only have … 7 slides … and again, we’re gonna move FAST!

My family and I spend … a lot of time … out on the … water.

And this picturebelieve it or not … is from the week of Thanksgiving, 2018. We were out at Sugaro Lake, out on the east side of town … and … it was just a … stunningly beautiful day out there.

And … there’s … um, actually a beach … straight ahead in this picture, and that’s where we were headed. There’s actually a few beaches in Phoenix, but … they’re waaay out on the backside of the lakes, so most people don’t know of’em.

Anyways … I’d like to go ahead and zoom in on this picture … and I’d like to point out these buoys.

Being on the water is like, the greatest thing in the world to me? … but it’s also a very dangerous activity, I mean … people … die out there … every year … from accidents.

But to help people be safe … the lakes’ll have the major hazards marked out … like … underwater rocks and boulders … um, submerged trees and stumps … um, narrow places where the current’s really strong … places where the water’s really shallow … you know, stuff like that …

 

So, anyways … with all that being said, I’d like to ask a … question … and it’s really a bit of a … dumb question, I think … but I’m gonna go ahead and ask it anyways …

 

Um … if you were … about to head out on the water … especially with your family on board … and your kids … would you rather …

A: HAVE THE HAZARDS MARKED? … so you knew the areas to avoid? …

Or …

B: NOT HAVE THE HAZARDS MARKED … and just kinda  … hope you don’t hit anything?

Which would you choose? … …

 

And I know … it’s a dumb question, like … really …

Who in their right mind would choose to NOT have the hazards marked?!

 

Check this out … here’s my attempt to illustrate this:

The lakes in Phoenix are long because they’re part of the river system … so, if viewed from above, they’d kinda look like this …

So, you get going from the launch ramps down here … and … you make your way to the beach waaaay out on the backside of the lake …

And, the reason for sharing all this … really … is to show … that … with boating … there are lots of hazards … and they’re … … mostly … below … the surface …

So the buoys … the markers … help us to KNOWwhere stuff like all this is because … I mean, really … you can’t see’em otherwise … but, trust me … they’re out there!

I mean … check this out … we got caught in a current once that pulled us into a shallow area and we tore up the lower unit … which wound up being … just over $3,000 dollars’ worth of damage … it was NOT a pleasant experience.

 

So anyways … this concept of … dangerous hazards … lurking beneath the surface …um … directly … relates and … applies .. to … communications.

In fact, I was shocked when I first learned of this … how, like … when it comes to communications … um, 7% is the actual words … and how 93% … is everything else.

hazards beneath the surface

Seems a bit off, doesn’t it?

Google it when we’re done here … google, “What percentage of communication is words?” and you’ll find … lots of sources that back-up what I’m talking about here.

And also … know that … my intentions are not to … MINIMIZE … the importance of words here, either … I mean, words are important, don’t get me wrong …

But … you can have the best words and still say’em the wrong way …

So the point of sharing this, really … is more to … EMPHASIZE the importance … of non-verbal communication … because I think it’s something that most people don’t realize so they tend to overlook it … AND … this is the stuff that makes up that … 93% … lurking beneath the surface.

So when we think of non-verbal communication, the first thing that probably jumps to mind is … BODY LANGUAGE

And I think it’s probably a normal assumption … to think that stuff like body language … and facial expressions … and certain physiological triggers, like … talking with your hands … don’t really matter when doing business over the phones because … the other person can’t see you.

Well … motion creates EMOTION … and the way we MOVE … affects the way we SOUND … and what I’m talking about here is TONALITY.

Like, we … sound different when we’re standing versus when we’re sitting …

And we all know when someone sounds … prepared … or when they sound unsure of themselves, like … there’s just a … certain level of confidence … or lack of confidence … that comes across in our tonality … and what this does, whether you realize it or not …

I mean, yeah, they can’t physically see you … BUT … you must realize … that whenever you speak with someone over the phone …

You … on the intros, you quickly … tear’em apart and form a mental image of whoever it is you’re speaking with … and it’s either gonna be a positive image? Or a negative image … and it’s all based on HOW THE PERSON SOUNDS.

I mean, when it comes to tonality … we all know how to speak with CERTAINTY about things that we’re certain about … like … “Based on everything we’ve discussed so far, I’d say there’s definitely an opportunity to assist …”

That’s a transition sentence that my team uses on our calls …

… And we all know how to speak in a … MATTER OF FACT tone …

Like … “If we do anything for you it’s gonna be customized according to lots of different factors, some of which we’ve discussed already, sure … but there’s a lot more to it … and we have a process we follow …”

I mean, that’s another piece …

And how to, you know … speak like something’s NO BIG DEAL … Like … “This’ll just be a real brief call ..” Like, no big deal, right?

And we all know how we sound when we’re talking about SOMETHING THAT EVERYONE DESPISES

Like … “I’d say … feel free to go ahead and respond first … and let Craig know when YOU would like to schedule a call, and this way you guys aren’t … you know, like … playing phone tag or trying to track each other down or anything like that …”

I mean, think about it … when we want people to listen, we RAISE OUR VOICES

But … if we really want people to listen … WE LOWER OUR VOICES.

Dropping down to a whisper tone at the right places … especially when on the phones … is POWERFUL, like … it just draws the listener in, like … it implies you have something special … something exclusive … and they just really wanna know … what you’re about to say next.

And when it comes to rate of speech? You have to realize …

That when we’re nervous? We naturally tend to speak faster, which RAISES the pitch of our voices … and that registers subconsciously as … this person is nervous, therefore something must be wrong …

Whereas, when you speak a little slower, it lowers your pitch, and you come across as more … authoritative, so it registers subconsciously as … “Whoa … better listen up and take this person seriously …”

… And all these subtle nuances … help to make up that 93%.

Different tonalities can literally make words mean different things, and I know what you’re probably thinking right now … like, “Oh my goodness … I have to learn all these different tonal patterns?”

… NO! I mean, you already know’em! … You already know how to do all this …

So when you take stuff like, ADVANCED TONALITY … and purposefully use it at the right places? Especially on … Intros to calls … and of course throughout the calls?

… it will enhance and OPTIMIZE the experience … in your favor!

I mean, this stuff literally … registers favorably in the subconscious minds of whoever you’re speaking with and it lets you … tiptoe past the Reptilian and Mammalian parts of their brains without setting off alarms … and it quickly gains you access … to their Neocortex …

Which means they’re now consciously paying attention because they feel safe and feel like they’re working with someone who can actually help’em out.

Guys, this is some secret weapon stuff right here … and I’m not telling you how to do your jobs or anything … but … what do you think’ll happen when you incorporate this kind of stuff … in … how you communicate … with your potential clients?

Published by Thomas Hurley

I am a father, husband, drummer, boater, marketer, communicator, animal-lover.

Leave a comment

Leave a Reply

%d bloggers like this: