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Add You - Charismatic Communication - The Seven Keys to a Charismatic Voice
Solving the Public Relations Puzzle
You often hear people refer to public relations or PR as something positive or negative that a company received in response to an action. “Wow, they got good PR out of that!” But, what exactly does that mean?The confusion about what public relations is or what it encompasses is not surprising given that the field is so multi-faceted. Research will show that the term public relations is often grouped under marketing and used synonymously with others such as community relations, media relations, public affairs, image enhancement, publicity, and promotion.In fact, leading experts in the PR field often disagree, offering numerous definitions for clarification. Rex Harlow, a pioneer in public relations education, complied over 500 definitions from a variety of sources ranging from complex essays to simple descriptions. One of my favorites is, “PR stands for Performance and then Recognition.”In 1981, the Public Relations Society of America attempted to end the confusion, by forming a task force with the mission of defining public relations once and for all. They landed on this concise definition, “Public relations helps an organization and its publics adapt mutually to one another. It is an organizations efforts to w
p>You often hear people refer to public relations or PR as something positive or negative that a company received in response to an action. “Wow, they got good PR out of that!” But, what exactly does that mean?The confusion about what public relations is or what it encompasses is not surprising given that the field is so multi-faceted. Research will show that the term public relations is often grouped under marketing and used synonymously with others such as community relations, media relations, public affairs, image enhancement, publicity, and promotion.In fact, leading experts in the PR field often disagree, offering numerous definitions for clarification. Rex Harlow, a pioneer in public relations education, complied over 500 definitions from a variety of sources ranging from complex essays to simple descriptions. One of my favorites is, “PR stands for Performance and then Recognition.”In 1981, the Public Relations Society of America attempted to end the confusion, by forming a task force with the mission of defining public relations once and for all. They landed on this concise definition, “Public relations helps an organization and its publics adapt mutually to one another. It is an organizations efforts to w
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time
Truest Form of Patron Appreciation
This is my second attempt at cooking the Turkey. Last year I bought the traditional frozen turkey and utilized a recipe from the Food Network's web site. Resulting in a typical and predictable outcome, average.This year I went to my local meatery (if this turns out to be a word, just remember, you read it here first) and purchased a fresh bird. Although it was small (11 pounds), it was more than enough for my family. I cooked it unstuffed and 2.25 hours later we consumed a bird that required extra napkins. I could not distinguish between the juice from the bird or the salivation from the anticipation of the next bite. A homerun at my table.Customer service notwithstanding, there is a convenience to one stop shopping (e.g., Walmart Super stores, Costco, etc.) but I truly believe in the charm and comfort of the Mom & Pop stores. Imagining what it must have been like for my folks and their folks before them. I walk into a small storefront to instant recognition as a return customer. Followed by a genuine and friendly greeting and the truest form of gratefulness for the patronage. I continue to return not only for the excellent quality but equally and surprisingly for the price. They are certainly competitive and they far outshin
There are widely shared prototypes on the qualities that constitute leadership and leaders. Individuals who ‘fit’ universal categories, who look and sound the part in a particular culture, will be more readily embraced by audiences than those who don’t. In practical terms what this means is that if you want people to take notice of what you say, you have to project a visual and vocal image that meets as closely as possible the expectations of your target audience.This is my second attempt at cooking the Turkey. Last year I bought the traditional frozen turkey and utilized a recipe from the Food Network's web site. Resulting in a typical and predictable outcome, average.This year I went to my local meatery (if this turns out to be a word, just remember, you read it here first) and purchased a fresh bird. Although it was small (11 pounds), it was more than enough for my family. I cooked it unstuffed and 2.25 hours later we consumed a bird that required extra napkins. I could not distinguish between the juice from the bird or the salivation from the anticipation of the next bite. A homerun at my table.Customer service notwithstanding, there is a convenience to one stop shopping (e.g., Walmart Super stores, Costco, etc.) but I truly believe in the charm and comfort of the Mom & Pop stores. Imagining what it must have been like for my folks and their folks before them. I walk into a small storefront to instant recognition as a return customer. Followed by a genuine and friendly greeting and the truest form of gratefulness for the patronage. I continue to return not only for the excellent quality but equally and surprisingly for the price. They are certainly competitive and they far outshin
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time,
Offshore Outsourcing: A Day in Hell for the Customer
I just finished a grueling call with a Dell representative from India.Hey! Wait a minute! I thought Dell was bringing their technical support back to the United States? Well…that may be the case but this was not a technical support person. It was sales! To add insult to injury, the phone connection was so bad that I got a high pitched squeal during the call.The conversation went so badly that I could not make an order. As a matter of fact, I could not even get a credit account setup after approval. Believe me, it is a long story.There is a type of gridlock that occurs when you try to execute business transactions across cultures not to mention continents! The cultural soft skills that Americans employ to naturally move other Americans through a business transaction, such as sales and support, is just not there with personnel in India.John Dir, a 20 year IT pro says it best when he said, "When I buy a product from an American company, and find out I get foreign support, I feel cheated like someone slipped me a crap sandwich. Regardless of who makes a product, or how it manages to make its way into my house, I expect Americans to back it up if they want me to buy another one. Every other country in the world
versal categories, who look and sound the part in a particular culture, will be more readily embraced by audiences than those who don’t. In practical terms what this means is that if you want people to take notice of what you say, you have to project a visual and vocal image that meets as closely as possible the expectations of your target audience.I just finished a grueling call with a Dell representative from India.Hey! Wait a minute! I thought Dell was bringing their technical support back to the United States? Well…that may be the case but this was not a technical support person. It was sales! To add insult to injury, the phone connection was so bad that I got a high pitched squeal during the call.The conversation went so badly that I could not make an order. As a matter of fact, I could not even get a credit account setup after approval. Believe me, it is a long story.There is a type of gridlock that occurs when you try to execute business transactions across cultures not to mention continents! The cultural soft skills that Americans employ to naturally move other Americans through a business transaction, such as sales and support, is just not there with personnel in India.John Dir, a 20 year IT pro says it best when he said, "When I buy a product from an American company, and find out I get foreign support, I feel cheated like someone slipped me a crap sandwich. Regardless of who makes a product, or how it manages to make its way into my house, I expect Americans to back it up if they want me to buy another one. Every other country in the world
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time
Where Does That Word Come From?
“Instead of a handshake, I gave Toby a high-five to break the ice; and when we sat down on the front porch and started talking off the cuff, it was as if serendipity brought us together.”That sentence contains several words and actions you see and hear every day. But have you ever wondered where some of our most common communication-related terms come from?Handshake We do it every day – sometimes 20 times a day. But how many of us actually know where the handshake originated? According to author/speaker Melvin Murphy, “The handshake has origins more anthropological than historical. Men used to carry knives, spears and rocks. And when land was scarce, males would extend their hand to show that they were not attempting to kill their neighbor.”“Furthermore, the classical Greeks were under the impression that the right hands were mysteriously connected to the heart. And they may not have been very far off point. The handshake is a symbol equivalent of a promise. It becomes a virtue of the word and value of the person extending it. It is an agreement sealed with honor before the lawyers get involved. The handshake is a very valuable tool and, since in business often the communication is one-to-one, it’s fl
n those who don’t. In practical terms what this means is that if you want people to take notice of what you say, you have to project a visual and vocal image that meets as closely as possible the expectations of your target audience.“Instead of a handshake, I gave Toby a high-five to break the ice; and when we sat down on the front porch and started talking off the cuff, it was as if serendipity brought us together.”That sentence contains several words and actions you see and hear every day. But have you ever wondered where some of our most common communication-related terms come from?Handshake We do it every day – sometimes 20 times a day. But how many of us actually know where the handshake originated? According to author/speaker Melvin Murphy, “The handshake has origins more anthropological than historical. Men used to carry knives, spears and rocks. And when land was scarce, males would extend their hand to show that they were not attempting to kill their neighbor.”“Furthermore, the classical Greeks were under the impression that the right hands were mysteriously connected to the heart. And they may not have been very far off point. The handshake is a symbol equivalent of a promise. It becomes a virtue of the word and value of the person extending it. It is an agreement sealed with honor before the lawyers get involved. The handshake is a very valuable tool and, since in business often the communication is one-to-one, it’s fl
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time
Who Are the Various Taxing Authorities and Why Am I Never Able to Find the Right Person?
"What's in a name? That which we call a rose by any other name would smell as sweet." --Romeo & Juliet, Act II, Scene IIWell, a rose by any other name may smell just as sweet to Shakespeare, but don't try to call the tax collector to ask a property appraisal question. Not knowing which office to call may simply get you an exasperated employee who is unable to assist you.If you are not sure exactly which department to call about your property tax question, try finding out if your local government has a "311" type of service. This is the concept of "411 telephone directory information”writ small to address only phone numbers in your municipal or county government. If the number to use is not actually 311, there may be another number which is a general information number staffed by persons whose job it is to steer you in the right direction. Find that number and you will be off to a flying start.To give you a head-start on the nomenclature and division-of-labor issue, use the following as a primer:Who does whatSeveral entities determine the outcome of your annual property tax bill. While the names of these entities vary from state to state and from time to time, the names used in Florida generally exemplify
have to project a visual and vocal image that meets as closely as possible the expectations of your target audience."What's in a name? That which we call a rose by any other name would smell as sweet." --Romeo & Juliet, Act II, Scene IIWell, a rose by any other name may smell just as sweet to Shakespeare, but don't try to call the tax collector to ask a property appraisal question. Not knowing which office to call may simply get you an exasperated employee who is unable to assist you.If you are not sure exactly which department to call about your property tax question, try finding out if your local government has a "311" type of service. This is the concept of "411 telephone directory information”writ small to address only phone numbers in your municipal or county government. If the number to use is not actually 311, there may be another number which is a general information number staffed by persons whose job it is to steer you in the right direction. Find that number and you will be off to a flying start.To give you a head-start on the nomenclature and division-of-labor issue, use the following as a primer:Who does whatSeveral entities determine the outcome of your annual property tax bill. While the names of these entities vary from state to state and from time to time, the names used in Florida generally exemplify
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time
Improving Your Odds for Financial Success-Why Franchising Makes Good Business Sense
At this moment, thousands of aspiring entrepreneurs are wrestling with one big question -- "Should I start my own business from scratch or buy a franchise from an established company?" To tackle this issue, it might be good to start with some cold, hard facts. Statistics published by the US Department of Commerce indicate that the risk of business failure is dramatically high among do-it-yourself business owners. While 80% to 90% of start-up businesses fail in the first few years, only 10% of franchise businesses fail. A 90% success rate for franchised businesses might seem impressive, but the success rate can climb even higher in niche franchise categories, such as specialty foods and drinks.The Irish Pub Company, a supplier of authentic building materials for Irish pubs and related construction consulting services in the United States, reports that 99% of their 250 pubs developed since 1997 are still in business. Compare this 99% success ratio to the meager 20% success rate of all food and beverage ventures in their first year, and you can see why we chose a pub-style concept for our current franchise system. The customer base in pubs is more loyal because of the home-like atmosphere, and the higher beverage-to-food sales mix st
p>At this moment, thousands of aspiring entrepreneurs are wrestling with one big question -- "Should I start my own business from scratch or buy a franchise from an established company?" To tackle this issue, it might be good to start with some cold, hard facts. Statistics published by the US Department of Commerce indicate that the risk of business failure is dramatically high among do-it-yourself business owners. While 80% to 90% of start-up businesses fail in the first few years, only 10% of franchise businesses fail. A 90% success rate for franchised businesses might seem impressive, but the success rate can climb even higher in niche franchise categories, such as specialty foods and drinks.The Irish Pub Company, a supplier of authentic building materials for Irish pubs and related construction consulting services in the United States, reports that 99% of their 250 pubs developed since 1997 are still in business. Compare this 99% success ratio to the meager 20% success rate of all food and beverage ventures in their first year, and you can see why we chose a pub-style concept for our current franchise system. The customer base in pubs is more loyal because of the home-like atmosphere, and the higher beverage-to-food sales mix st
Research has shown that when people encounter you as a leader, speaker, or media spokesperson for the first time, they will scrutinise rapidly your looks and appearance and form an impression in seconds. They will scan your face and eyes first, make a judgement and move on to your body. This quick appraisal is usually followed by attention to your clothing and manner of dress, on which further assessments are made. They will then tune into your voice and notice your vocal quality and tone. If you fit their categories and you’re given the thumbs up, they may then choose to list
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