An Organization’s Key People Need to Convey Expertise, Confidence and Authority
Impact Communications, Inc. is a national communications skill-building training organization that is committed to helping individuals craft powerful messages and deliver them confidently. No matter what your business, achieving mission-critical objectives and keeping a competitive edge are what counts. Impact Communications, Inc.’s presentation skills, telephone skills, and personal coaching classes will ensure that the professionals in your organization communicate your messages successfully and are perceived in the best possible manner. Read More »
Presentation Communication Skills Training
Tailored Presentation Communication Skills Training to address specific issues for an individual or company-wide. Training can be developed for one-on-one or for groups. Our training focuses on what makes a great presentation and how to present a great presentation. You will learn to:
- Create clear, concise messages that persuade others using the 15-Minute Planner.
- Balance information with relationship elements.
- Engage your audience.
- Eliminate distractions.
- Interact effectively with visual aids.
- Control question and answer sessions.
- Harness fear and be yourself.
- Become credible, confident and authentic communicators.
- Answer difficult questions and handle challenging situations effectively.
- Have immediate impact.
Telephone Communication Skills Training
Our Telephone Communication Skills Training can be tailored as an in-house program, for specific groups or for individuals and organized to address specific issues. Refined and proper telephone skills help to keep existing clients. You will learn to:
- Exceeding customer expectations every.
- Effective Telephone Skills for Inside Sales Representative.
- Coaching Award Winning Customer Service.
- On-the-Job Telephone Coaching.
Recent Blog Postings
Quick Tips for Creating Slide Shows
Almost all of us use slides as we present to our bosses, customers, peers or direct reports. However, not all of us create them effectively. Rather than aiding comprehension, slides can erode meaning and cause confusion. Often, they consist of boring bullet point lists or complex charts or graphs. Nancy Duarte in her book Slide:ology, de-mystifies how to make a slide deck effective. Here are some quick tips.
Hanging on by a Thread? How You Can Help
Franklin Delano Roosevelt once said, “When you get to the end of your rope, tie a knot and hang on.” It sounds like sage advice. However, many people working in customer support will point out that they have been doing that for quite a while. They wonder how much longer they can hang on. Doing jobs once done by four other people or facing abusive and demanding customers on a daily basis does take a toll. The following are some practical suggestions for managers and supervisors.
You Can’t Leave Your Communication Skills behind Just Because You Are at Lunch
Many professionals conduct business over lunch. The atmosphere is often more relaxing and conducive to discussing important matters. However, the business lunch can be dangerous. Some people seem to leave good communication skills at the office. They forget basic principles that ultimately may erode a relationship and affect the purpose of the luncheon.
Sell Value and You Will Close the Sale; Sell Me Stuff and You Won’t!
Business professional today are busy-really busy. They have a million things to do before they end their day. The last thing they want is to be interrupted with a call from a sales person trying to sell their latest product or service. Inside Sales people need to remember that customers don’t buy stuff; they buy value, especially in today’s troubled economy.
Making Training Stick
Customer service organizations spend thousands of dollars each year on training. The hope is to improve skill sets, increase productivity, close more business or create customer loyalty. While typically there is a “bump” in improvement after any class, over time, the effect of the training seems to diminish. So what is the answer to making training stick?
What Tony Hayward Should Learn about Handling Tough Questions
Tony Hayward, CEO of BP Oil, has become a punching bag for Gulf Coast residents, as well as newscasters. His penchant for making insensitive and misleading statements may have done irreparable damage to his reputation and the reputation of BP Oil Corporation. Hayward’s handling of the oil spill in the Gulf will undoubtedly become a text book example of how not to handle a disaster. Here are eight important actions to remember in dealing with tough questions or the media.
Listening X’s 3
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. It demonstrates respect and shows you care
Connection is Everything
How you relate to the audience affects the outcome of the meeting. People more readily accept information and close business with those they like and trust. What creates a connection with any listener, first and foremost, is strong eye contact. Beyond eye contact there are subtle things like nodding or leaning forward. We also connect by using humor, being attentive and listening well.
Lessons Learned from Toyota about Customer Complaints
Customer complaints are painful, but through pain, there is gain. With the knowledge of what isn’t working with the customers, companies can make the appropriate changes, whether it is to a product, service or process. There are three tips for making the most out of customer complaints. Take all complaints seriously; look for trends and then make it easy for customers to complain.
Pre-game Jitters When Presenting to the Boss
Presenting to the boss is a double edged sword. On the one hand, it is an opportunity to show what you know, to be the next MVP. On the other hand, if the boss thinks poorly of you or hates what you say, you may be forever sitting on the sidelines or worse yet, sent home. There are four keystones that will support you in stressful times. Embrace all four and you will feel composed and raring to go. Embrace only some and you won’t.
Why Your Tone of Voice is a Problem
When callers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the tone of your voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone, they may want to speak to a supervisor or another phone representative. The tone of your voice should be sincere and friendly, no matter whether this is the 30th call of the day or the first.
2010 The Year of Relationship
2010 is certainly the year of relationships. As people hunker down, they look to those they know rather than to outsiders. Take the time to deepen your existing relationships and notice the benefits you will receive.