Category Archives: Advanced Communication

The use of percentages when talking to patients: some advice for doctors.

Unfortunately, over the past few months I have had occasion to visit many friends and family members both in Intensive-Care Units in hospitals and at home recuperating from their medical intervention. While my experience recently has been in Spain, I … Continue reading

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Should we try to “Cheer up” patients?

About six years ago I had a T.I.A., which resulted in me being taken to hospital in an ambulance with all the lights and sirens going off which was an extremely interesting experience. Since it was a minor event I … Continue reading

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Say “Goodbye” to Bullet points. Say “Hello” to Transmediation (and Effective & Memorable Communication).

The objective of any communication is normally to ensure that the message sent from the sender is the same message that is received by the receptor. However, frequently it appears that this does not happen: people are often “too busy” … Continue reading

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O.K.? You with me? Verbal Validation Markers in Oral Communication.

Many people, including presenters and trainers, appear to subconsciously use “Verbal validation markers” (a sub-set of discourse markers) when speaking to formal or informal groups in meetings, presentations & similar communicative activities. These Verbal Validation Markers normally occur at the … Continue reading

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International Presentations: Top-Down or Bottom-Up?

UPDATE: Since this article was first published, new research appears to indicate that many Australians tend to prefer top-down presentations rather than bottom-up ones. This article was published in the ATD magazine of April, 2018. It is published with the … Continue reading

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Outside-in Vs Inside-out Communication.

As we all know, in any work environment, things can, and do, go wrong to a greater or lesser degree. There are many ways to respond to these unexpected and often serious events. When it is a workmate who has … Continue reading

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Instant Rapport Right from the Start.

Get the Audience in the palm of your hand….fast! Continue reading

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10 Reasons to Retire the Traditional “Company Presentation”.

One of the most common forms of Business presentations is that of “The Company Presentation”. The purpose is normally to inform the audience about the history and development of the organization from its foundation to the actual date and to … Continue reading

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Beating the “Upward Communication Data Loss” Problem.

– Ensuring The Decision-maker get ALL the information – One of the greatest problems we can have is business is to ensure that we reduce the possibility of “Upward communication data loss”! All too often, it appears that the senior … Continue reading

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5 Easy Ways to Discombobulate a Presenter.

Definition: verb (used with object), discombobulated, discombobulating. [dis-kuh m-bob-yuh-leyt] – To confuse or disconcert; upset; frustrate: feeling disconnected or unbalanced. E.g., The speaker was completely discombobulated by the hecklers. The purpose of this article is to ensure that people responsible … Continue reading

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Criticism vs Feedback : They are NOT the same!

Over the past 25 years, I have frequently noticed that there appears to be a tendency by trainers, coaches and other “Talking Therapy” specialists to confuse the meaning of these two terms and to use them interchangeably. I propose that … Continue reading

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6 Common Interviewing Problems.

In general, the purpose of an interview is perceived as being to obtain information from one person by another person who asks a series of questions in a logical sequence to reach a specific objective. This definition might equally be … Continue reading

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So You Want to Present Like Steve Jobs?

While many people seem to view Steve Jobs as the best presenter ever, I do not necessarily agree with this opinion. He undoubtably had a “spark” that many people try to emulate and few achieve. However, in order to better … Continue reading

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Elegantly Managing Customer Complaints.

When people are complaining they often develop a different and more aggressive personality. This article will discuss professional ways to handle customer complaints and calm the angry customer. A customer complaint might be described as a gift from the client … Continue reading

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Laser pointers are NOT magic wands so…..Pointers, be gone!

As a professional presenter and presentation skills trainer & mentor, it is depressing to see how many presenters do not dedicate sufficient time to the proper preparation of their presentations – even if it might mean the difference between their … Continue reading

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7 Points to Consider when Firing Someone.

While this article is written with the HR professional in mind, the contents are applicable to anyone who is required to fire an employee. Situation: Mike is a member of the Human Resources Department in a multinational company and has … Continue reading

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The Psychology and Use of Bullet Points in Presentations.

(In this article I will only refer to presenters / presentations. However, most of the information also applies to trainers and training courses) Unfortunately, one of the most common types of slide found in presentations and training courses is that … Continue reading

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Dealing with questions during a Presentation.

Roger is a highly experienced product manager in a multinational company in Europe. Last week, he was making a PowerPoint sales presentation to the management committee of a potential client who appeared to be very interested in his product. He … Continue reading

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2000-2012 International Presentation Skills Survey Results.

As communication consultants and trainers, Brownlee & Associates have noted an ever increasing need for presentations skills training in both national and international organizations over the past 14 years. In this study, we wish to provide our audience with points … Continue reading

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Deficient Customer Care and what you can do about it.

Background: It is interesting how negative personal experiences with an organization can make you reconsider different areas of our day-to day work experiences and reactions. The following case has made me focus on what we can do when deficient customer … Continue reading

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15 Ways to Work the Room Elegantly in a Meeting or Presentation.

One of the most common problems I have observed in many meetings & presentations is that many people do not appear to know – or are not interested in – how to ”work the room” elegantly in order to network … Continue reading

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Present before Negotiating? What a Novel Idea!

In this article, I am working on the premise that prior to the negotiation stage of any deal, there is an initial selling stage: in other words, first there has been some sort of “sales” process – whether it is … Continue reading

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Changes in communication over the last 60 years and their significance today. UPDATED March, 2019.

  Update: 6th March, 2019. Since the original post was published on this blog, many things have changed in the area of interpersonal communication. Among these are: The great increase in the use of visual imagery to provide instantly understandable … Continue reading

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“Not again! The same old story!” – 5 steps to take someone from the past to the future

It appear that a common occurrence both in our business and professional lives is that someone keeps bringing up a perceived injury from the distant past and chastises us with it – even if we were not responsible for it. … Continue reading

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12 + 5 Advanced Telephone Techniques.

In this article. the term ‘Client” includes both internal & external clients and we believe that all of our clients deserve to be treated respectfully and professionally. It is important to remember that the telephone is the first and main … Continue reading

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