Thinking on Your Feet

Imagine this: You’ve just pitched an idea to your company’s board of directors concerning how your company plans to save money in the next fiscal year. After the presentation, a board member raises his hand and asks a question, one to which you’ve not given much thought. What do you do? People find themselves in this situation, one in which they’ve been put on the spot, and don’t know how to think quickly. How does one think on their feet?

Have the question repeated or clarified. Often, questions pop up that haven’t been been carefully crafted. If you ask for clarification, the questioner may change the question, making it more specific or more elaborate. This repetition will not only buy you a little extra time to think, but will give you a better idea of what is being asked. Once you’ve had the question restated and still don’t know the answer, don’t try to bluff your way through. Admit that you don’t know the answer but commit to find out and follow-up!

Stall tactics. There are several tactics you can employ to make your stalling less obvious. Try restating the question. This makes it appear as though you are simply attempting to relay your understanding of what is being asked. Try clarifying or even re-framing the question. If asked how your company will save money, you might say, “There are two ways to save. Would you like to know what we will stop buying, or on what we will spend less money?” Another tactic: don’t be afraid to pause! We’ve mentioned this in previous blogs-- audiences don’t mind the temporary silence. Pausing gives you a moment to gather your thoughts, prevents you from rushing, and can make you look as though you are providing a more thoughtful response.

Keep it simple. At the moment of the question, any number of possible answers might flood your mind, creating a clutter of thoughts that can paralyze. Remember, you don’t need to give an extremely elaborate answer. One specific point with supporting evidence and/or examples will suffice. The key is balance -- too short an answer will create the opportunity to be pelted with even more questions. Too long an answer can turn into rambling, lose the interest of those listening, and you may risk sharing things that may be better left unsaid.

Wrap it up. Once you have given a sufficient answer, give a summary statement and stop. It is often tempting to keep explaining, but this may confuse the audience and undo the answer you’ve already given.

With these tips, you’ll be thinking on your feet in no time.

Image Calling

We’ve blogged about dining etiquette. We’ve blogged about office etiquette. What about phone etiquette? Phone skills seem to be overlooked, even though first impressions are often made via phone these days. Most people don’t think “rules” for talking on the phone or leaving a voicemail exist, but if you want to maintain your polished professional image, you’ll take care to follow these tips.

Smile! We guarantee that someone on the other end of the line will be able to “hear” your smile. There will be a distinct difference in your speech if you smile when you’re talking. Having a hard time following this rule? Keep a mirror at your desk, and smile away! Here’s something else that’s heard over the phone -- your posture! When you sit up, your lungs take in more air and your vocal tone is greatly improved. It’s also important to reset your mindset with each call. You may have just completed a frustrating conversation, but don’t let any emotional leakage carry over to the next call. Each new call deserves your upbeat attitude.

Greetings. Your voicemail greeting must be professional. There’s a current trend in my generation to be goofy, whether it’s by singing a voicemail greeting, or playing music in the background. Voicemail greetings should be void of any background noise and silliness. Be sure to state your full name. If you’ll be away from your phone for an extended period of time, include that as well. Once you are back in the office, be sure to update your greeting. Also, have personal standards. Commit to return all messages within 24 hours, or by the end of the work day. Don’t let your mailbox get full, either. Not only will you miss important messages, but people may suspect you are trying to avoid calls (and work!)

After the beep. How often do we reach someone’s voicemail, and instantly lose all train of thought once we hear the beep? Make sure you know in advance what needs to be said. The bare bones of a voicemail include: Your name, a number where you can be reached, the actual message (the reason you’re calling), and a repeat of your number. Repeating your number will prevent the listener from having to play the entire message again.

Just a few more tips to keep your image polished, professional, and exceeding expectations!