(NOTE: This is a guest post by Rick DeLisi, who works with CEB Customer Contact as well as our sister program for heads of corporate communications, the CEB Communications Leadership Council.)
As customer service professionals, we are, on some level, well-versed in the art of communications. But for most of us, that communication frequently comes in a virtual context–communicating with employees and customers alike via phone and e-mail. When it comes to live, in-person presentations, that’s a different story.
Time to hone our skills then!
In this post, we’ll talk about the mental side of presenting — putting yourself in the best position to succeed by focusing on positive outcomes, instead of the nervousness we all feel when we’re standing in front of others. Here are three tips I’ve learned from some of the world’s best presenters:
1. Face it: Your audience is only paying half-attention.
Would you say that it’s annoying that so many people who are “supposed to be listening to you” are, in fact, looking at their iPhones, doodling in their scratch pads, and daydreaming about whether they’d rather have pizza or Chinese for lunch? (…mmmmm, shrimp lo mein…) Actually, no, it should not be annoying at all. First of all, we all do it. Secondly, it actually makes presenting easier. When you’re standing at the podium there is less pressure, less scrutiny on YOU when everyone’s multitasking. And, at the moment when you do make your biggest and most dramatic point (such as…delight does not equal loyalty! eureka!), watch what happens. People really will pause their texting and lock in to what you’re saying. Just for a few moments — but those are powerful moments. Winner = you.
2. Everyone has been to a million presentations before, and most of them were pretty boring.
You’ve seen this scene your whole life: Teachers, preachers, politicians, CFOs. Most of them get up in front of people and just drone on and on like Ben Stein in Ferris Bueller’s Day Off. You’ve gotta admit, the bar is pretty low. Anything you do that doesn’t stink on rye is bound to be at least pretty good. If you have anything to offer that’s interesting, surprising (did that guy just say that training hurts performance?!), or the least bit relevant to your audience, you’re already in the top quartile of all presenters in the history of mankind. Check out these 10 tips for effective presentations.
3. Nervousness is your friend—expect it, welcome it, harness it.
What’s nervousness? Excess physical energy. Your heart beats a little faster, you get a little shaky, your brain goes into hyperdrive.
What’s the opposite of a boring speaker? Somebody who’s passionate, excited, full of energy.
What do most presenters do when they start to feel a little nervous just before they go up in front of others? Try to force themselves to suppress their nerves. WRONG ANSWER. You should do exactly the opposite. Use that boost of adrenaline to propel you forward, to bring an extra level of “presence” to your presentation and a little more impact to your message. Yes, I admit, that’s easier said than done, but you need to make a conscious decision to accept the inevitable pre-presentation jitters as a gift. Energy makes you more compelling. Thanks, nerves!
QUESTION FOR YOU: What tips, hints and secrets do you have to share about becoming a more confident and memorable presenter?