Awareness of Your Communication Skills

Awareness of Your Communication Skills

Increasing Awareness of Your Communication Skills

You’ve probably heard or read this quote by George Bernard Shaw many times:

“The single biggest problem in communication is the illusion that it has taken place.”

I’m sharing it here because it speaks to the need to understand communication more deeply, starting with one’s own.

Some of the challenges of communication include:

      1. approaching situations with built-in biases and patterns learned in childhood or developed over the years;
      2. allowing assumptions about other people’s levels of knowledge and perspectives to influence how we communicate instead of learning more about them in advance;
      3. mistaking experience for expertise, assuming that daily communication equals proficiency;
      4. and the Dunning-Kruger effect, a cognitive bias that allows people to overestimate their knowledge or abilities in a specific area, even though they lack the necessary skills or experience. This often stems from a lack of knowledge or introspection.

Gaining and maintaining awareness of your communication skills and style requires conscious effort. However, the payoff is fantastic! Better communication skills can improve relationships, increase productivity, reduce errors, and create a more harmonious work environment.

 

Actions to Become More Aware of Your Communication Skills

    • Set up your phone or a camera to video record yourself going about your day talking to people. If you’re at work, let people know you’re recording and that only you will watch the video. Don’t record confidential conversations. Watch the video with the sound off to observe your body language. Then, turn it up to observe your verbal delivery. Look for behaviors and patterns you want to change, such as less-than-confident gestures, the overuse of filler words, poor posture, and a lack of pauses.
    • Keep a communication journal. After meetings or at the end of the day, record your thoughts and reflections on your interactions and what you might do to be more effective in the future. Make notes about others’ reactions to you and your interpretations of them. Did people seem confused or did they shut down? This will help you understand you need to make adjustments to your communications.
    • Review something you’ve written. Read it from the perspective of the recipient(s). Did you communicate your points clearly? Did the tone reflect the energy you wanted to project? Was it too abrupt? If someone had a very different frame of reference and read what you wrote, is there a possibility it could be misinterpreted? Try reading what you wrote with an angry tone of voice and see if your message could come across harshly. This will help you understand what you could do differently going forward, such as adding a warmer greeting or some words to soften the message or providing greater detail or clarity.

Every day, you have the opportunity to become a better communicator. It begins with awareness.

If you’re looking to take this work further, the Communication Assessment Pack might interest you. It’s a series of four online assessments you can take to gain a much deeper understanding of your strengths as a communicator and the areas in which you could improve. The assessment pack is included in the Public Speaking Mastery and Communication Quantum Leap programs.

Learn more about all the programs here. 

 

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Communication Tips for Spending Holidays with Family

Communication Tips for Spending Holidays with Family

Communication Tips for Spending Holidays with Family

The holidays are coming up and they can be stressful for a lot of people. Go in with a plan to handle challenging people and situations, especially if you’ll be spending holidays with family. 

Keep in mind that just because you’re related to people doesn’t automatically mean they’re “your tribe” in terms of the way they see things or how they believe people should be treated. Maintain your values and avoid getting sucked into others’ drama. A brief pause before responding can do a world of good!

Remember that this moment is not your entire life. Maintain the parts of your routine that make you feel centered, calm, and confident. Exercise, meditate, get outside, and review your vision for your life to relieve stress, increase your energy, and remind you of the life you’ve created for yourself.

Know that not everyone needs to hear your opinion on everything. Make a choice. Is it worth giving up your peace of mind to prove a point, even though it may put your body into a stressful state that can harm your brain?

Be empathetic and curious, especially during disagreements. When you aim to understand other people’s perspectives, knowing they’re not necessarily about you, it’s easier to remain calm and open.

Use the “kind, true, and necessary” test from radio host Bernard Meltzer:

“Before you speak, ask yourself if what you are going to say is true, is kind, is necessary, is helpful. If the answer is no, maybe what you are about to say should be left unsaid.”

If you expect to see someone who tends to insult you, plan how you will respond. Avoid trading insults. If you don’t want to escalate the situation, here are a few ideas:

“I don’t agree with your characterization of me. Let’s get back to enjoying our time together.”

“I’ve got a good handle on/I’m quite happy with (fill in the blank).”

If you want to confront the person who is insulting you regarding their behavior, do so privately. Hashing it out in front of everyone else will probably make them uncomfortable.

Decide in advance what your boundaries will be. Instead of answering questions you find intrusive, reply with a response such as:

“I’ll let you know when I have something to tell you.”

Refer to these tips for spending holidays with family as needed and enjoy them as much as you can!

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

How to Be a Great Panelist

How to Be a Great Panelist

How to Be a Great Panelist

Serving on panels at events is an excellent way to increase your visibility and establish credibility as a thought leader. The best way to make the most of an opportunity to serve on panels is to prepare well, even if you know your subject matter very well. These tips provide a simple plan you can follow.

Great Panelists Prepare.

1. Research the event, the audience’s reasons for attending, the moderator, and the other panelists. This research will help you to feel more confident and prepared and provide more relevant information and thoughts.

Questions to Ask About the Audience:

        • Who are they? (Ask for as much demographic and psychographic information as possible.)
        • Why are they attending/watching?
        • What do they care about?
        • What are their concerns or desires?

2. Prepare responses to questions you believe you will be asked. Some panel bookers will provide a list of questions you may be asked, which is helpful. However, it’s best to prepare for the conversation to veer off in other directions. Check the news the day before or the morning of your panel and consider your thoughts on how current events might affect your work/organization and/or the audience.

3. Prepare some points that you can share, and keep in mind some anecdotes that will be relevant and entertaining.

4. Rehearse introducing yourself, talking about your work/organization, and responding to questions you anticipate being asked. Avoid trying to deliver your content verbatim. Instead, rehearse from a set of brief bullet points you create to remind yourself of the points you want to make.

Actively and Positively Contribute to the Panel Discussion.

5. Add to the discussion when possible. Answer the moderator’s questions fully and, when appropriate, mention relevant data, studies, and/or ideas that will deepen the conversation. Add to other panelists’ points if you have something useful to add. Do this judiciously, however. It’s best to avoid the appearance of trying to take over the panel or diminishing the value of other panelists’ input.

6. Be respectful of other panelists. Don’t interrupt them, and if you disagree, do it kindly.

7. Include the audience in the discussion. When you respond to questions from the moderator, alternate looking at the audience and the moderator. 

8. Share inspiration, advice, and humor. After listening to speakers and panels throughout the day at an event, people want some spark. You can provide that. As much as possible, leave the audience with something to think about and feeling good.

Would you like more help becoming a great panelist?

Lisa Elia, the author of this article and founder of Expert Media Training, coaches clients to prepare them for panels. She can assist in developing clear message points and responses to questions that strategically position them and/or their organizations if they don’t already have them prepared, and provide specific recommendations and feedback to elevate all aspects of their communication. She also teaches clients a preparation technique to manage nervousness and increase mental focus. She believes that, as with any public appearance, being prepared and having the right mindset vastly improves the client’s performance and increases their enjoyment of the experience.

To arrange a free consultation, call us at 321-821-3088.
Or, you can email us at team@expertmediatraining.com

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

5 Words to Remember to Communicate Effectively

5 Words to Remember to Communicate Effectively

5 Words to Remember for Effective Communication

When working with clients to develop their messaging, one question I ask many of them is, “If you only had two minutes to spend with someone, what advice would you give them that would change their life?” If you ask yourself this question at various times, you might come up with a variety of meaningful messages that you want to share.

I posed this question to myself and this is what I came up with years ago. It still works and it suits most business situations. It can also apply to many personal situations, too.

Be CLEAR.

 

Communicate with Love, Enthusiasm, Appreciation, and Respect.

 

Communicate! Don’t just say the words; be fully present and focused on the person or people you’re talking to. “C” could also stand for “commitment,” because your commitment to your business or mission should emanate from you.

Love. Express your love for what you do, the people you help, or the possibilities you’re creating through your work.

Enthusiasm. Describe your business or your mission with enthusiasm. Why is it exciting to the people you are addressing?

Appreciation. Explain your appreciation for the challenges faced by the people you’re helping; then share how they will appreciate the solution your product or service provides.

Respect. Respect your audience, their intelligence, and the time and attention they are giving to you.

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Quick Tip: Eliminate Fillers to Communicate More Effectively

Quick Tip: Eliminate Fillers to Communicate More Effectively

Eliminate fillers, such as “um, “like,” “you know,” and “I mean,” to communicate more clearly and confidently. You will appear more self-assured, polished, and prepared if you use fewer filler words.

The overuse of fillers detracts from your message. Quite often, people focus more on your filler words than your actual message. Furthermore, people might wrongly assume that your overuse of fillers means that you don’t know what you’re talking about, you’re lying, or that you’re nervous.

Pause when you need a moment to gather your thoughts and before responding to questions. Do this in EVERY conversation you have and you will get used to those moments of silence, which are actually helpful for listeners who are taking in the information you are delivering.

While some people might advise you to simply stop using fillers, it’s often more effective to replace a behavior you want to avoid with a behavior you want to exhibit. Replace fillers with silence.

The best way to become a great presenter, public speaker, or media spokesperson is to elevate your communication skills on a daily basis.

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Quick Tips: How to Avoid Spreading Misinformation

Quick Tips: How to Avoid Spreading Misinformation

There has rarely been a time when clear communication was valued and needed as it is now.
 
Each of us can help stop the spread of misinformation and disinformation.
 
1. Check the sources of articles or other pieces of content before sharing them. Consider the outlet and the background and expertise of the author or creator of the content to determine whether or not they are trustworthy sources.
 
2. Avoid sharing snippets or quotes that remove the context of someone’s words. 
 
3. Avoid gossiping. 
 
There are many more in-depth articles about how to evaluate the factual accuracy of various news media outlets and how to evaluate information. Here are two articles you might find helpful:
 
 

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

We're Ripping the Tape from Our Mouths

We're Ripping the Tape from Our Mouths

When I was a child, my family lived in Geneva, Switzerland for a few years for my father’s job at DuPont. When I got older, my father told me that there were times that he was in meetings with people he had reason to believe were Nazis, which incensed him. He’d served in the U.S. Navy in WWII, so this must have added another layer of outrage for him.

I’m writing this today because I believe many people in business have shied away from expressing our views on politics and social issues publicly to avoid alienating people with whom we do business that might hold beliefs that differ from our own.

I feel as if recent events are compelling us to rip the tape from our mouths as we can no longer hold back. If I speak out on behalf of racial justice or any other cause that supports greater equality and respect for ALL people and it offends someone, I am not the trainer for them.

We each have to find our tribe. My tribe consists of people who love people and are anti-racist. Period. 

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Transparency, Clarity, and Compassion

Transparency, Clarity, and Compassion

We are living in a time of the greatest uncertainty that many of us have ever experienced. For most people, much of life beyond the present day is a question mark. Opacity and a lack of communication lead to mistrust and frustration.

The people who deliver clear information with genuine caring stand out and attract our attention. They represent the beacons of light, warm hearths, and steady presence that we crave at times like this. One doesn’t even need to have all the answers if a bit of direction, comfort, and confidence is conveyed. Some understanding of what lies ahead, even if it’s challenging, helps us to prepare.

Now more than ever people are seeking transparency, clarity, and compassion from politicians, business leaders, and others. What is needed is order in a time of chaos, calm in a time of crisis. We can also give this to the people in our lives.

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Reputation Management and The PPP Loan Disaster

Reputation Management and The PPP Loan Disaster

Reputation Management and The PPP Loan Disaster: How Some Large Companies and Banks Alienated Small Businesses — An Opportunity to Make Amends

Update 4/23/20 — Since yesterday, more of the large companies that received PPP loans have vowed to return them, including Kura Sushi, Sweetgreen, Ruth’s Chris Steakhouse, and DMC Global.

Update: 4/21/20, 3:00 PM — Steve Mnuchin said in a press conference that large companies will have to return the PPP loans they took or prove they meet the criteria to receive them. Harvard University will also have to return its $8 million PPP loan. More funds were approved for PPP loans for small businesses.

Update: 4/20/20, 6:30 PM — There are now class-action lawsuits filed against Bank of America, Chase, US Bank, and Wells Fargo.

4/20/20 – When the U.S. Congress approved the Payroll Protection Program (PPP) to allow the U.S. Small Business Administration (SBA) to distribute $350 billion to small businesses in March, the criteria seemed to be clear. This was meant for businesses with fewer than 500 employees, most of which would have greater difficulty accessing funding to see them through the coronavirus pandemic than would larger companies.

On April 17, it was announced that Ruth’s Chris Steakhouse (Ruth’s Chris) received a PPP loan for $20 million, Potbelly Sandwich Shop (Potbelly) and Shake Shack each received PPP loans for $10 million, despite each having at least 10 times the 500-employee limit for the loan and reporting annual profits in the multi-millions. As public companies, their financial statements are publicly available. Understandably, there are lots of enraged small business owners who did not receive PPP loans because funds were exhausted.

After I wrote the first draft of this article on April 19, it was announced that Shake Shack had returned the $10 million PPP loan they received. The company issued a statement that explained that they had initially based their eligibility for the loan on the fact that each of their locations had fewer than 500 employees. However, when they learned that other companies who could use the money more, they decided to return the loan and secure funding elsewhere. It will be interesting to see if other companies follow suit.

What Were They Thinking?

With no public statements issued to date in response to the backlash from Ruth’s Chris or Potbelly, people are left to speculate as to why these large, well-funded public companies, would apply for PPP loans in the first place. One might venture to guess that this was a decision made only with financial security in mind and without consideration for the potential damage to the companies’ reputations, let alone the damage to other small businesses that could not survive without a PPP loan. Such decision-making is very short-sighted.

The Damage is Already Occurring.

Some people view the actions of these companies in this way: there is a shortage of bandages and while some small businesses are bleeding out right now, some bigger businesses are stockpiling the bandages in case they need them in the future. You can read the angry comments on social media posts with hashtags like #boycottruthschris and #boycottpotbelly. There are also negative Yelp reviews about what people are calling a “corporate money grab”.

Banks Are Also Being Blamed.

JP Morgan Chase (Chase), the bank that issued the loans to Ruth’s Chris and Potbelly, is also receiving some blame from small business owners that believe these large businesses received preferential treatment in the PPP loan-decision process. Some are asking why these loans were approved and question whether the bank favored companies that owed them money. Chase is now experiencing its own reputation-management issues as #boycottchase is used in many social media posts from incensed small business owners that are demanding transparency about the bank’s loan allocation process.

Wells Fargo is receiving similar vitriol on social media with #boycottwellsfargo hashtags used by disgruntled small business owners that applied for PPP loans early only to be later notified that funds had run out. A lawsuit has been filed against Wells Fargo that alleges that they reprioritized the applications to serve larger companies before smaller ones.

Decisions Made Solely Based on the Bottom Line Can Backfire.

When a business makes a decision solely on financial gain and without thought to the effects of that decision on public perception or actual harm to others, there are often disastrous consequences. This is never truer than during times of crisis. Companies, or individuals for that matter, that appear to be overly opportunistic at the expense of others are judged especially harshly. At times like this, actions and optics are extremely important.

Appearing to exhibit corporate greed and using public funds meant for companies that truly need it to survive or appearing to favor your big-money clients can have high financial costs. Unless they do something very soon, these companies are likely to lose revenue from boycotts, reputational damage and, possibly, experience reduced stock valuations based on decreased revenues and negative media and social media coverage.

When Many Companies Are Giving, No One Likes a Taker.

With so many companies giving money, resources, and time to help others during this pandemic, anything that could be viewed as corporate greed seems especially egregious by comparison. As people share positive stories of companies quickly reconfiguring their facilities to manufacture much-needed equipment and products, donating money, food, hotel rooms, and other items to help our first responders and ordinary citizens to get through this pandemic, no one wants to support businesses that appear to be taking advantage of the situation.

There Is an Opportunity to Repair the Damage, to Some Extent.

While some people will never forgive these companies for their actions, there is an opportunity for them to repair their reputations and move forward with a demonstration of greater sensitivity to their fellow humans.

Here is a simple, three-step plan that Ruth’s Chris and Potbelly can follow: 

  1. Give the money back.

To some, this may seem extreme, but large companies that received PPP loans and return them immediately could repair damaged reputations and may prevent boycotts and future sabotage from an angry public.

  1. Issue a heart-felt apology with action steps.

The apology should include specific actions the company is taking to make amends and provide help during the pandemic and, possibly, thereafter. Shake Shack’s fast action in returning the funds and the company’s public statement about their initial reasons for applying for the loan and then returning it serve this purpose.

  1. Include public affairs/public relations professionals in decisions that involve public funding.

There is a long history of U.S. citizens expressing outrage over the use of public funds to prop up large companies. The decisions companies make in these situations are NOT solely financial. They have major repercussions. Companies should be proactive and include the right team members to offer different perspectives on the potential consequences of their actions so they can make better decisions in the first place.

The Banks Should Also Take Quick Action.

Chase and Wells Fargo should be transparent about their PPP loan application process. When I asked a representative of Chase on April 17 if they processed the applications of larger companies first, she said that they did. The SBA had indicated that these loans were meant to be processed on a first-come-first-served basis, so this was not the response I was expecting.

Chase and Wells Fargo can easily clear up any allegations of unfair treatment to small businesses by doing the following:

  1. Publish the loan numbers of the companies that received funding in sequential order.

They would not have to release any private information about the companies to do this.

  1. Explain how they came to the conclusion that these large, public companies should receive the loans that they did.

This is especially important given the fact that they are public companies with other sources of funding and they do not appear to the funds to keep their operations going and their employees paid during the pandemic.

  1. Be transparent about PPP loan-processing procedures going forward.

They should share a concrete plan that will ensure transparency and adherence to SBA rules regarding the allocation of PPP loans going forward.

  1. If they are in the wrong with their practices, they should issue a heartfelt apology.

Doing this before the truth is revealed when public records are shared by the SBA would be the best course of action.

Will it Work?

Doing nothing will surely lead to further damage to the reputation and, most likely, the bottom line of each of these companies. Some people will never forgive these companies for their actions and will do everything they can to destroy their reputations and businesses, but some will forgive them if they do the right thing.

Quick action, such as that taken by Shake Shack will put the company back in many people’s good graces. Many Americans like stories of growth and redemption, and they can be understanding when people admit to a mistake, especially when it was due to a misunderstanding. Some people hang onto their grudges, so there is little one can do about that.

The banks will have a more difficult time regaining people’s trust because people take their money and, thereby, their survival very seriously. In any case, repairing or minimizing damage and setting the course for a better future is always a good strategy.

Lisa Elia, the author of this article and founder and lead trainer at Expert Media Training, provides services crisis communication services, media training, presentation training, investor pitch coaching, and other communication services.

For a complimentary consultation contact our office at 321-821-3088.

Or, email us at team@expertmediatraining.com.

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

Four Steps to Prepare for Business Reopening During COVID-19

Four Steps to Prepare for Business Reopening During COVID-19

Four Steps to Prepare for Business Reopening During COVID-19

Now Is the Time to Plan for Changes in Procedures and Communications

With all of the adjustments that most companies have made to respond to the COVID-19 pandemic, it’s easy to focus primarily on the challenges in front of you. However, for business leaders, this is precisely the time to think about the shifts you will need to make to do business when social distancing mandates have lifted. You can take the same approach to planning for business reopening during COVID-19 that I use when working with clients to create both a general communication plan and the health-related component of a crisis communication plan. Communication planning is best when it is customized, but here are four steps that most businesses can follow.

Four Steps to Prepare for Business Reopening During COVID-19

1. Identify risk perceptions and misconceptions.

2. Identify actual risks.

3. Examine and upgrade procedures.

4. Communicate about upgraded procedures internally and then externally.

As you dive into each step more deeply, it can be beneficial to get input from team members at various levels of your organization through quick surveys or checklists. Here are the four steps with more detail.

  1. Identify Risk Perceptions and Misconceptions.

Go through every step of an interaction that a person might have with your business and consider what your customers or clients, employees, and others might believe are the risks to their health. These perceived risks may or may not be valid, but by addressing them properly you can help allay people’s fears.

Consider that many people’s attitudes about personal health and hygiene may be forever changed. During the social distancing mandates, many people will have become accustomed to the perceived safety of their homes where they can control their environments. When social distancing mandates are lifted their fears concerning the virus and germs, in general, won’t simply vanish.

A new, higher standard of hygiene will be expected by many people from all walks of life. If you question whether or not health and hygiene habits change with new information, consider the behavioral changes that people have made in response to scientific studies. To cite some examples of old behaviors that have changed: smoking used to be allowed on airplanes (and in almost every environment), bobbing for apples was a party game, and just about no one used to wipe down the handles of grocery carts. History has shown us that people can and do adapt to change and expect it when it protects their health and wellbeing.

  1. Identify Actual Risks.

Four Steps to Prepare for Business Communications After COVID-19 from Expert Media TrainingIdentify points of surface-contact and face-to-face human interaction that are required in your business.

Take inventory of items that might be shared, such as coffee machines in offices, pens, or touch-screens where visitors sign in at a business office, and the more obvious door handles, retail store counters, dining tables, and restrooms.

  1. Upgrade Procedures.

Now that you have identified risks and perceived risks, develop procedures to address them, and to enforce compliance with your new and existing hygiene practices.

If contact with a surface is necessary, determine how the surface can be cleaned in a way that is sustainable in terms of labor and materials. If phone apps, motion-sensor technology, or other methods of eliminating surface-contact are possible, consider them.

Regarding face-to-face human interactions, we will probably all need to follow the lead of health professionals once social distancing has ended. Of course, this will vary greatly from industry to industry.

Replace items that are shared with safer alternatives. For example, if you have a stack of coffee cups near your office coffee machine consider replacing it with an enclosed cup dispenser.

Determine whether extra staff members will be needed to uphold your new hygiene standards and how this you’re your affect costs, organizational chart, and training procedures.

Consider changing your hiring practices to find employees who have the psychological makeup to comply with your new hygiene practices, if necessary.

If you produce products, create measures to ensure that manufacturers adhere to your hygiene standards, such as occasional live virtual tours to see the production or packaging of your products in real-time.

Talk to your vendors to find out what they are doing to maintain or improve their hygiene practices.

  1. Communicate About Upgraded Procedures Internally and then Externally.

Once you have determined the changes you will have to make regarding procedures, consider how you will communicate them to your staff, vendors, manufacturers, customers, clients, and other people who will be affected. These communications can include:

      •  ∙ internal communications, such as memos and training handbooks and videos;

         ∙ vendor hygiene-adherence agreements;

         ∙ contract revisions and amendments with manufacturers;

         ∙ and external communications with customers, clients and the general public, such as emails, texts, social media posts, videos, press releases, ads, and content on your website.

Be clear about the changes you are making in your products, services, and/or procedures in an effort to protect people’s health. In times of uncertainty, people crave certainty. Be resolute about the things you can control that will affect them.

Four Steps to Prepare for Business Communications After COVID-19 from Expert Media TrainingAdjust the tone of your communications to meet people where they are in terms of emotional state and practical concerns at the moment and projected into the near future. Infuse your communications with warmth, hope, and the emotional components of your brand. Backed up with solid plans and actions, your words will have more meaning.

 

Lisa Elia, the author of this article and founder and lead trainer at Expert Media Training, provides services creating communication plans, media training, presentation training, investor pitch coaching, and video communication skills training.

For a complimentary consultation contact our office at 321-821-3088.

Or, email us at team@expertmediatraining.com.

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Communication Matters logo; newsletter by Communication Expert, Media Trainer, Presentation Trainer, and Investor Pitch Coach Lisa Elia
Lisa Elia, Media Trainer, Presentation Trainer, and Communication Expert, and Founder of Expert Media TrainingThis post was written by Lisa Elia, a media trainer, presentation trainer, pitch coach, communication expert, and speaker. She trains clients around the world for media interviews, speeches, internal and external presentations, panels, investor presentations, and promotional videos, and provides executive and team communication coaching.

With more than 25 years of experience, Lisa has prepared clients for interviews with TODAY, GMA, The Wall Street Journal, CNN, ESPN, and hundreds of other outlets. Lisa has shared her expertise with national media outlets that include Inc., Entertainment Tonight, E!, and many others. Clients include entrepreneurs, Fortune 500 companies, and everything in between as well as athletes, celebrities, and other public figures.

 

To arrange a complimentary consultation with Lisa, click here.

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