Communicate Powerfully Onstage, In Person & Over The Phone - Michelle Villalobos Custom Presentation for Univision Executives

with

Michelle Villalobos(vee - ya - low - bos)

COMMUNICATE POWERFULLY(Onstage, Over The Phone & By Email)

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Objective: To communicate so effectively and so compellingly that people say “YES” to you - no matter

what you’re asking!

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“Any time you're persuading someone to come around to your way of

thinking, that's selling. Any time you're trying to get someone to take up your cause, that's selling. Any time you're attempting to change attitudes

and behaviors, that's selling.”- Laura Braithwaite

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We are ALL selling something.

Premise 1:

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What do YOU sell?

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Most people hate being SOLD TO

Premise 2:

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B.F.O.

Blinding

Flash

Of the Obvious

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Shift Context

I wantWhat do THEY want?

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Why peopleBUY (or buy IN)

Relevance

SolutionConfidenceSelf-

Interest

Relationship “Other”

Trust Like

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1. Establish Your Objective

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1. Establish Your Objective

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Humana Care Plus

To do:- Could I interview a few agents beforehand (about 2 weeks out)? Find out specific challenges, strengths,

etc.

I. OBJECTIVE: For the Care Plus agents to develop concrete, applicable skills for building rapport,

referrals and sales.

III. CONTENT OUTLINE

1.Art Gallery Story - 10 minutes. Objective of the story:

a. Establish Michelle a credible expert.

b. If you can sell one thing, you can sell anything.

c. It’s not about WHAT you’re selling but rather about WHO you’re selling and to WHOM – you’re selling

youself to your audience

d.Sales is about developing relationships with people, developing relationships with people is furthered by

understanding what drives different people.

e.To understand what drives people, you need to be able to read personality preferences. This is the lead-in to

personality type.

2. Icebreaker & Personality Type Exercise (45 minutes)

a. Handedness Exercise (to establish that preferences can be influence by environment and hence are

not “destiny”)

b. Activity - divide room into 4 parts: Director, Promoter, Analyzer, Nurturer

c. Discuss - and get to know each other (this part is a lot of fun)

i. How do cross-type conversations/relationships go?

ii. Similar type?

iii.Challenges?

iv.How to adapt?

d. So, the secret is to learn how to read people and adapt to their needs.

3.The Brain & Decisionmaking 101 (15 minutes)

a. Left vs. Right Brain selling

b. Mirror Neurons

c. Body Language

d. Eye Contact

4.Storyselling 101 (30 minutes)

a. Personality Type & Story Selling - Back to the Art Gallery story, what would each type value? How

to sell to each personality type?

i. Director - uniqueness / scarcity / value / future value / snap decision / “I’ll think about it” =

you’ve lost him

ii. Promoter - the story / excitement / Whoopi Goldberg / get caught up in the moment / VIP

iii.Analyzer - print runs / process / lithos / historical value - “I’ll think about it”

iv.Nurturer - what artists is like / understanding the “meaning” behind each / feeling the right one /

channeling Picasso / her parents

b. What if you had to sell without any brochures, numbers, statistics or “FACTS” of any kind?

c. The elements of a great story.

d. Activity - Your best stories - share / topics to consider:

www.MichelleVillalobos.com

(888) 531-3830 [email protected]

Whole Organization Workshop Guide

Intro

Purpose of the WOW: To create a shared database of beliefs, values, andknowledge so that Go To Marketing can develop a strong and focused marketing plan.

I. Who - Who are the people who work here? Or - Who are the people we serve?II. Why - PurposeIII. What - the offeringIV. How -V. Where/When - priorities

We will get through WHO, WHY, WHAT and keep track of the HOWs for owners toaddress with operations. We will use this as the big picture to formulate a discussion of a plan that fits the purpose, mission and principles of the company.

Part One: Set objectives

I. Who? A.Who are the stakeholders? B.To whom does the success of this business matter?C. What does each of these groups want?

II.Why?A.What is our PURPOSE?B.What VALUES do we hold dear?

III.Put it all together = Mission/Principles/Values

II. What? A. What is the BUSINESS?B. Where is the opportunity?C. What are the challengesD. SWOT Analysis

III. How?A. The BrandB. Marketing - how to drive business?C. Where is the opportunity?D. What is the plan?E. Who will execute?

www.MivistaInc.com | MIVISTA Business Skills Training | (888) 531-3830

ELC “The Perfect 10 in Sales: Part II - The Next 10 Minutes” Agenda/Outline/Script

Setup:1. Computer - Star Trek Video, Austin Powers Clip2. Flip Charts & Easel3. Markers & Notecards4. Notecards with instructions5. Markers for boards

Objectives: • To help members learn to network more effectively• Initiate contact with strangers• Establish rapport quickly• Tailor approach to the person they’re talking to

• Develop active listening skills• Have a focus• Understand the elements of building a relationship:

TrustBe interested, not interestingRespect (courtesy, etiquette)Focus on what you can give, how you can benefit the other (you can only do this if you understand their need)

I. 11:30 am to 12:00 pm: Meet, Greet & Observe (anonymous observations for discussion later). Watch for:

A. Eye contactB. Phone/b-berry etiquetteC. Clothes, grooming, etc. D. Smiling

E. People standing aloneII. REVIEW PART I: 5 minutesA.What did we go over in Part I? What did you find helpful?

1. First impressions2. Body language3. Shaking hands4. Listener/audience-oriented pitchB. Is anyone doing anything differently or somehow using what they learned?

Mivista Consulting, Inc. ✺ www.mivistaconsulting.com ✆ 305.992.8379 ✉ [email protected]

OBJECTIVE: To engender more collaboration, better customer service and better communication both among and within Y-3 stores nationwide.

APPROACH: A fun, discussion-based, interactive workshop designed to get them (Part One) seeing the “big picture” of how collaboration across stores and among salespeople creates the best possible outcome for all (Part Two) understanding the interplay between their personality type and others, and how it impacts customer service and teamwork, then finally (Part Three) developing self-awareness and skills around interactions with each other and with customers.

PART ONEI. Icebreaker (for Michelle to get to know) - Name + what is your favorite part of working with Y-3? - 10 minutesII.Group objectives / intention-setting - 10 minutes, possible answers:

A.To improve communicationB.ProfitabilityC.GrowthD.CollaborationE.Enjoy work more

III.What is the Y-3 customer experience? - 5 minutes (purpose, to identify that the customer experience depends on the employee attitude and approach)

IV.Collaboration discussion & brainstorming - 20 minutes (purpose, for each individual and store to see that collaboartion helps everyone individually AND to identify ways and initiatives to collaborate more effectively)

A.What is the benefit to each of us if all stores do well?B.How do the stores compete?C.Challenges / obstacles to collaboration?D.Solutions / initiatives for collaboration. How can the stores support each other? (i.e., Sharing merchandise,

customer info, etc.)V.Create an “agreement” out of the above (how we will work together / support each other / etc.) - 10 minutes

A.Capture. B.Get buy in.

PART TWOVI.Personality type - 15 minutes

A.Group typing activity (get up)B. Get into each type’s “head”C.Discuss different types likely responses to certain situations (i.e., stresses)D.Discuss how your type interacts with other types

VII.Working with your type - 30 minutes A.Get into type-alike groups to answer the following questions (need large format paper & markers), then present

1.How do you like to be rewarded for a job well done? 2.What work do you love to do? Hate to do?3.How do you deal with conflict?4.How do you like to be critiqued or corrected?5.How do you express frustration?

VIII.Type Distribution by Store - 15 minutesA.Exercise: try to guage what types you have in your store, plot them on a chart to see if skewed in any specific wayB.How to manage your store’s specific type “footprint”?

PART THREEIX.Dealing with breakdowns (difficult clients / coworkers / personal stuff) - 15 minutes

A.What is your biggest (interpersonal/communications) challenge at work? Choose 2 to share out loud, then do paired share for the rest.

B.What can you do about it? Choose 2 to work on out loud, do paired share for the rest.X.Role Play - 20 minutes

A.Improv-style customer service scenarios to play out: gather challenging situations and choose a few (vote) to play.

Y-3 Workshop OutlineDraft 1

www.MichelleVillalobos.com | (888) 531-3830 | [email protected]

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Objective: What is the SUCCESSFUL

OUTCOME you want?

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2. Know Your Target

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WomenAges 30 - 60

AffluentProfessional

Interested in Self-ImprovementWant to Have Fun

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vs.

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Questions To Ask

• What are this person’s NEEDS?

• What keeps them up at night?

• How do they measure SUCCESS?

• Who do they ANSWER to?

• How are they COMPENSATED?

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IdentifyPain

Points

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3. Plan Your

Content

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Traditional Outline• Linear• Rigid• Not Fun

Mindmap• Mimics how we think

• Creative• Easier

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Subtopic

Subtopic

SubtopicSubtopicSubtopic

Subtopic

Subtopic Subtopic

Central Topic

material

material

material

material

material

material

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Put it in order.

WHY WHAT HOW

• Pain Points• Obstacles• Needs/Desires• How it IS

• Strategy• Solutions• Case Studies• How it

COULD BE

• Details• Facts & Figures• Tactics• Options &

Pricing

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4. Understand how people think & decide

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Attention

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Use popular references people recognize and connect with to get “BUY IN.”

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Interact.

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Incorporate activities & exercises...

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Understanding

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http://www.garlikov.com/Soc_Meth.html45

Use analogies to illustrate complex concepts.

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Get VISUAL

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Emotion

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“Communication is the transfer of emotion.”

– Seth Godin

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Right vs. Left

Brain

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StorySelling for Financial Advisors: How Top Producers Sell (Scott West & Mitch Anthony)

“...If you focus on logic, numbers, reasons and rationale when you [speak], you’re putting half your client’s brain to sleep... [the half that

makes decisions]”

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MirrorNeurons

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5. Look Sharp

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2 Seconds = how long it takes for

someone to form a first impression

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• Salesperson• Annoying• Too eager• Pushy

First Impressions?

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• Powerful• Confident• Arrogant?• Knowledgeable

First Impressions?

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• Childish• Uncertain• Young• Demure

First Impressions?

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• Self-important• “Too busy for me”• Successful• Not friendly

First Impressions?

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• Friendly• Trustworthy• Engaged• Professional• Interested

First Impressions?

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• Eye Contact• Expression• Attitude• Body Language• Clothes• Neatness• “Props”• Greeting/Handshake• FIT

Key Elements

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Put Away The PDA!!

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6. Get In The Right MINDSET

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Whether you think you can or think you can’t...

You’re right.- Henry Ford

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7. Watch Your Words

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“Infractions:” Passive, Rambling, Verbal Filler, Qualifiers, Hedges

“I may be wrong but what if we try a new

approach? I was thinking, you know, maybe we could, um, find a

partner or something, you know to help us grow our mailing list. Maybe I could call a few people that I know. I don’t

know, what do you think?” kie josiuel lk asj kdi ko oudu lki, reit

kci,wii, oieru iyd klkea loi leoop nckeadlfjad ieu loo keuu eioci klle leyuc ckelk lke

as eec eae ree clkj elkj sld fkjds adlk fja....

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• “Um”, “like”, “ah”, “you know”

• Rambling (and... and... also)

• Nervous chatter

Verbal Filler

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Qualifiers & Hedges

onlyjust

you knowreally

in my opinionsort ofkind of

apparentlyI’m not an expert, butI may not be qualified,

butbut

maybeI guess

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“To Be” = Weak

I am (was, will be...)

You are (were, will be)

We are (were, will be)

They are (were, will be)

I am the leader of a team

You are responsible for sales

We are the managers of...

They were helping the kids...

I lead

We manage

They helped

________________

_______________

______________

You oversee sales

_______________

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AchieveAdvanceConductConsultCommitCoordinateDevelopDeliverDesignDefineDevoteEarnEnhanceEvaluateExamineExtendFacilitate

FormulateFulfillForecastGenerateGainGatherHeadHostIdentifyImplementImproveImproviseInfluenceLaunchLeadLobbyMaintain

ManageMarketedMaximizedMediatedMotivateNegotiateObtainOperateOrganizeOriginateOverseeParticipatePerformPioneerPlanPreparePresent

PromotePublishPursueRankUpdateRedesignReengineerReorganizeRepresentRestructureReviseSafeguardSecureSpecifySpearheadStandardizeStrengthen

StructureSuggestSupersedeSuperviseTargetTeach/TaughtTestTrainTransformTranscendUnifyUpgradeUtilizeValidateValueWrite

effective action verbs...

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“feel”78

“One way to grow a list is to

partner with others and offer a benefit in return. I know a few I can call. Thoughts?”

Direct, to the point, assertive (without being aggressive), inviting

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8. Hone Your Delivery

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Be LOUD

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Eye contact

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Stance

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PLANT to make points

Avoid ROCKING

Hands out of POCKETS

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DramaticThe Pause

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Have you ever noticed?How some people talk like they’re asking a question?

Most don’t even realize they do it?

In flection

RECORD YOURSELF.

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Communicate PowerfullyIn Other Situations

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Over The Phone

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More difficult to connect without visual cues

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New technology makes it easy (and inexpensive) to video conference

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More important to:

•Establish framework

•Interact

•Pause, check for understanding

•Manage your energy level/attitude

•Inflect

•FOCUS

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People can “hear”how you feel.

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the MULTI-TASKING

myth97

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– Stanford Report, 8/24/2009Study by Clifford Nass, Eyal Ophir & Anthony Wagner 

“People who regularly juggle several streams of

electronic information do not pay attention, control their memories,

or switch from one task to another as well as those who prefer to focus

on one thing at a time.”

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By Email

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More important to:

•Avoid negative emotion

•Prevent lots of back and forth

•Be considerate of who needs to be cc’d.

•Watch out for subtexts

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Let’s meet Tuesday at 2:00 pm.

If that works for you please confirm.

If not, please give me two times either Tuesday or Wednesday afternoon that work for you.

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Emotions Over Email

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Use detailed subjects:Important! Read Immediately!!

Hola!

Following-up

The file you requested.

"Confirmed for Tuesday but need to change location to Starbucks” EOM (end of message)

xxxx

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Who REALLY needs a cc?

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Communicate PowerfullyIn Meetings

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How Do Meetings Go Wrong?

Rabbit Holes

Too LongDrainingSelf-

Interest

Undermining Derailed

No Action

All Talk

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A Plan

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Someone in CHARGE

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Ground Rules, i.e.,• Time frame• “Parking lot”• Q & A process

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Road MapPrepared by Jessica Kizorek and Michelle Villalobos

August 2011

**Private & Confidential** © Kizorek, Inc. 2011

The Next 90 Minutes

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Capture & Follow Up

Objectives Decisions

“Parking Lot” Accountabilities

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Copyright Michelle Villalobos, Mivista Consulting, Inc. 2009. All Rights Reserved. To Reprint, Distribute or Repurpose, visit www.MivistaConsulting.com and click “Contact Us”.

www.MichelleVillalobos.com

Or just Google me!

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