• The Sky nightmare

    I have a subsciption to Sky TV, and have been paying by direct debit. Needing to change those details, I found a letter I had previously received from Sky and rang the number they gave me.

    Predictably, the options were gabbled at me, so I pressed 9 for a repeat. None was quite what I wanted, so I chose the one that seemed closest — to make a payment. I was then given two options that were even further from what I wanted, and no option to hold for a human being.

    What followed was a cheery “Thanks for calling. Goodbye” and I was no further forward.

    Whoever devised their automated telephone service has no understanding of the real world that customers inhabit, and the management team at Sky either does not know any better or could not care less.

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  • Introducing a speaker

    Introductions are launch pads

    The Introduction is an essential part of speechmaking. If you are the chairman of the meeting, or if you are the speaker, you must take hold of the Introduction and make it work. All speakers need to know how to make good introductions, both to ensure that they get the right build up before speaking, and because making an introduction is one of the skills that make a complete speaker.

    Let’s start with an example of an introduction that failed the speaker:

    Our next speaker is going to tell us about his travels in America and what he found so exciting in that country. Michael Steel says he often goes there, and he’s here to tell us his latest adventures.

    The chairman then stopped talking and looked towards the speaker, gesturing limply as much as to say, “It’s all yours.” The audience didn’t know when to applaud, so as the speaker strode to the front there was a smattering of applause that rapidly died, leaving the speaker high and dry. He had to crank up his audience from cold. So let’s consider why this (fairly typical) introduction was less than adequate.

    · It was too vague about the topic that was to be covered in the speech. “About his travels” — what kind of travels?

    · In saying something as meaningless as “what he found exciting in that country”, the chairman revealed that he probably hadn’t exchanged more than a couple of words with him before the meeting.

    · “He’s here to tell us his latest adventures” is a form of words that diminishes the value of the speech.

    · There was no mention of the speaker’s credentials. Why should anyone want to hear Michael Steel talk about America? Does he have some special insight, some particular expertise, some unusual purpose in travelling to America?

    · There was no “Hook” — nothing to grab the attention of the audience and make them want to sit up and listen.

    · It was not obvious when the introduction was over, save for the embarrassed silence at the end. The speaker was left to create his own First Impression, without the benefit of a “launch” from the chairman.

    · The chairman did not take his introduction to a climax, nor did he lead and sustain the applause until the speaker was in the position to take charge of the platform.

    Now you may be thinking, isn’t that rather a lot to squeeze into a brief introduction, and you’d be right. But, you see, there’s a lot more to an introduction than you may have thought.

    Some Dos

    What should an introduction consist of? It should:

    · Engage the attention of the audience

    · Raise their expectations, but not too highly

    · Launch the speaker

    · Mention his/her name several times

    · Establish the speaker’s expertise or qualifications

    · State what the speaker will be talking about (speech title)

    · Be brief

    · Create a good impression of the speaker

    Some Don’ts

    Needs no introduction …

    The why make one? This is just lazy talk.

    Without further ado …

    First of all, it’s old fashioned. Secondly, have you considered what it means? Do really intend to say that it has been a bit of a nuisance talking about the speaker, so let’s quit now? “Ado” means “difficulty, bother or fuss”. Think of “Much ado about nothing”.

    The speaker gave me this …

    This undermines the speaker. It says, in effect, “I’m not taking responsibility for the good things I’m about to tell you about the speaker” and implies that the speaker is immodest.

    Good lady wife …

    The phrase is so cringe-making. Does he have a bad wife as well? Sometimes people say “good lady” or “better half”. Don’t be one of them. It’s a shibboleth that demeans the lady and you as well.

    Put your hands together …

    In prayer? It’s one of those dreadful clichés that have been popularised by ill-educated game show hosts on TV.

    None other than …

    It’s all a bit unnecessary, and reminds me of the introduction song to Donald Duck cartoons, which ends, “No one (pause) but Donald Duck!”

    Heard he’s good …

    Sounds like a challenge. “Heard he’s good, so let’s see if it’s true!” It places an unfair burden of proof on the speaker, and raises the audience’s expectations to an unreasonable level.

    HOW to do it right

    Consult the speaker beforehand

    Obtain only Relevant info for the occasion

    Consider your Opening/maintain good Order

    Present speaker’s Credentials

    Give the Speaker/Guest Kudos

    Do it with Enthusiasm

    Give Title — speech / Speaker / Topic

    Let your ROCKET launch the Speaker!

    Finish on speaker’s name, with a rising flourish: John (pause) SMITH!

    EXAMPLE of correct Speaker introduction

    Our next speaker is well known to you all. I won’t say he needs no introduction, because it is always a pleasure and an honour to introduce Les King, a man of many parts. He is witty, humorous, and a fascinating raconteur. When Mike Silverman appointed him Area Governor, Les said that it was proof that Mike has a sense of humour. Among his many interests is a fascination with computers and with the Internet, which he uses to communicate with Toastmasters everywhere. This evening he is going to show us how easy it is to cope with the complexities of the Internet. The title of his speech is, “Talk is cheap, but the Net is cheaper.”

    Ladies and gentlemen, let’s give a friendly welcome to our Area Governor, Les (pause) KING!

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  • What is the real meaning behind what people say?

    You are a communicator — that’s why you are on this page. So you can have fun thinking about the real meaning of the statements below.

    These are just a few examples of the double-speak that we all engage in. But I wonder if we always hear the sub-text when someone says:

    I hear what you say

    I see where you are coming from

    I hope you like strong tea

    I’ll get back to you on that

    Here, let me get you a coaster

    No, no, I’m not offended. I can take a joke.

    The conference covered a lot of ground and there was a full and frank exchange of views

    You look really young

    Please don’t mind me

    It’s not that I don’t believe you …

    Q. How do you like him?
    A. Actually, I hardly know him
    A. He’s very good at his job
    A. He means well
    A. I’ve got nothing against him

    Q. How do you like my house?
    A. It has that lived-in look
    A. It makes you feel at home
    A. What an interesting colour scheme
    A. I hate a home where everything is neatly put away

    Q. You’ve heard my complaint. Will you put it right?
    A. I have listened with interest and made a note of your views
    A. I’ll make these points clear to all concerned
    A. I assure you I will keep it top-of-mind
    A. I’ll look into it, first chance I get

    I hope I’m not interrupting

    Forgive me, but …

    You must come over for dinner some time

    We’re all in this together

    Now, how about some of your own?

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  • August

    What’s it like for you in August?

    Because things tend to slow down a bit this month, I was tempted to write this:

    AUGUST

    August is:

    When Disney’s at the Odeon,

    When traffic flows more rapidly,

    When bouncing balls boom down the street

    And children’s tenor voices shrill

    In urgent emphasis at play;

    When sunny days invite you out

    To stand and stare instead of work;

    When Cricket fans are in despair

    At yet another batting rout;

    When morning papers seem quite thin

    And postmen give your house a miss;

    When half the nation’s gone on hol

    And you are wondering why you’re not;

    A time, perhaps, to down your tools

    And set aside those pangs of guilt —

    Refresh, recharge, and so enjoy

    The scent of flowers that August brings.

    Phillip Khan-Panni

    www.phillipkhan-panni.com

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  • Lose those labels

    We all carry around labels from the past — labels that define us in ways we’d rather forget.

    We carry them like dead weights hung around our necks, holding us back from being the people we’d prefer to be.  We change, we move on, we gain new status in our lives … but still those embarrassing labels haunt us.

    Is there nothing we can do to get rid of them?

    Click on the clip below, and hear what I think we could do:

    [youtube=http://www.youtube.com/v/R5u4OMfjDlE]

    Phillip Khan-Panni

    www.phillipkhan-panni.com

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