Style relates to more than just fashion!

Why does my writing style matter? 

Using words, whether written or spoken, is our way of communicating with others. When communicating, it is important to understand the impact that your communication can have. The words that you choose, and the way that you use them, can be the key to successfully or unsuccessfully delivering your message.

Getting the message across in business could be making the sale, responding clearly to enquiries, explaining your business, responding to complaints or explaining something to a colleague; each one of these are different situations in which the way you communicate is incredibly important. Getting our message across in personal situations is about developing relationships and presenting ourselves in the best possible light, and is equally important. We must aim to always use accurate, clear and high-quality information at all times.

Remember: No-one writes perfectly, which is why it is always vital to check your written work multiple times.

How do I write effectively?

–         Know your audience

When you are writing you need to think about who will be receiving your message. Before you start writing you should ask yourself:

Who is the audience? (roles, genders, ages, profession)
What do they know about your topic?

What do they need to know?

What questions would they have?

How will your message impact them?
Would they prefer quick facts and “executive summaries” or lots of detail?

You should use the responses to help you decide how you will write the content.

–         Know what you are trying to achieve

What are you trying to achieve through this content? What you want to achieve affects the way in which you write your content. You should ask yourself:

What is your objective?

What do you want people to know? (do they really need to know all that?)

What do you want people to feel? (to feel excited, like they belong?)

What do you want people to do? (change the way they work, take action, send feedback?)

If you do not want people to do anything with the communication, you should ask yourself whether there really is a need to communicate.

–         Choose the correct 'tone'

When we communicate face-to-face we are able to use a number of things to help us convey the meaning, such as our body language, tone of voice and facial expressions. When we are writing we only have our words. This means that we have to be incredibly careful in the way that we express ourselves through our writing.

There are a number of techniques you can use to get the right tone:
(Examples by Ellen Hake (2010) “Language and tone”)

●         Use engaging language

Controlling language	Engaging language
You are required to	You need to
If you have a valid excuse	Can you explain what happened
You misunderstood	I didn't explain that clearly

●         Talk about a positive result

Negative result	Positive result
To avoid delivering it late	So that we can deliver it on time
You haven't given us enough information	We need you to give us more information
The project doesn't have enough money	The project needs more money

●         Talk to one person

To the group	To one person
As most people know	You may know that
To our clients	Dear client
Which of you has been	Have you been

●         Use stories and examples

Fact	Stories and examples
20,000 homeless	Gillian who lost her job, then her flat when she got sick.
Experience counts	Last year, George was faced with a crisis, but with 20 years in the field he knew...
Businesses benefit hugely from advertising to students	Company X was trying to generate further revenue. They approached BAM to help them target the student market. X, Y and Z were the positive results that they achieved.

●         Adapt your tone to the situation

Situation	Tone
Tell	Please send the form by 16th July
Remind	You need to send the form by 16th July
Warn	Send the form by 16th July to avoid penalties
Enforce	You owe £100 because you did not respond by 16th July
Engage	Let's talk about what you need to do to make the booking

–         Keep it simple

Despite what you may naturally think, plain language is often better received than using complex sentence structure and fancy words. Cut out unnecessary words and break down long sentences into shorter ones. Where you can use active verbs instead of passive to make it sound more personal:

Passive: It was decided/ The decision was taken
Active: We decided

I hope that you have enjoyed this week's blog and I also hope that some of these pointers will help everyone to be clearer and more engaging in their written communication. As always, do feel free to comment or send me any of your own ideas on this topic!

The importance of eye contact when communicating

I recently received an email from one of my blog readers, Helen Hastings-Spital,  regarding my last article about communicating effectively. Helen is a UKCP registered psychotherapist based in Cirencester and has sent me some really interesting information about eye contact in communication, which she has kindly allowed me to share with you.

"Eye contact is an important aspect of good communication as it can help to get our point across to our audience in a powerful way.

Maintaining eye contact suggests you’re interested in what the other is saying while little eye contact or avoiding eye contact can suggest you/the other are disinterested, anxious, shy or even dishonest. Most people can’t look you in the eye while telling a fib or an outright lie!

Staring intensely at someone can make him or her feel acutely uncomfortable – they can feel ‘pinned down’ or trapped by your gaze.  An intense gaze can imply deep interest but can also be interpreted as confrontational, intimidating or a challenge to the authority of the speaker (e.g. being ‘stared down’.)

So what’s the ‘right’ amount of eye contact to make? In natural conversation, listener and speaker maintain an unconscious rhythm in their eye contact. The speaker will maintain eye contact with the listener for between 5-7 seconds before looking away. When eye contact is re-established with the listener immediately, this unconsciously indicates the wish of the speaker to continue talking. If there is a longer pause before re-establishing eye contact this is an implicit invitation by the speaker for the listener to respond and begin talking. This non-verbal guide to ‘turn-taking’ in conversation is learned from a very early age through what are called ‘proto-conversations’. In this process the m/other and baby engage in eye contact and sounds/gurgles that establish the art of turn-taking in a pre-verbal form of communication. Later this learning is transferred to guide effective turn-taking in conversation.

Interestingly, changing the length and frequency of eye contact can change the pace (speed) of a conversation. Lengthening the time of eye contact made with a speaker can increase the pace and intensity of the conversation. As a listener, looking away more frequently may slow the talker down, allowing more space for thought and reflection.  Why don’t you experiment next time you’re trying to communicate something!

But beware – know your audience! Some cultures consider direct eye contact as rude and aggressive. In Middle Eastern cultures eye contact between members of the opposite sex is seen as potentially provocative, so is avoided, while in Asia/China avoiding eye contact with a superior is seen as a sign of respect. In most of Europe and the USA, maintaining eye contact is a necessary part of good, honest, powerful communication.

Finally, psychology research has shown that when words (content of speech) and non-verbal behaviours (eye contact, body posture, facial features) are mismatched (e.g. the speaker says they are happy to see you but doesn’t make eye contact) the listener will place more trust in the non-verbal cues to rate the truth of a statement rather than believing the spoken words!"

So there you have it, eye contact is an incredibly important part of communicating effectively. Thank you very much to Helen for her guest post on my blog, I am certainly going to try varying my eye contact with people to see what effect it may have.

If you think you have an interesting article to share with my blog readers, please do send me an email at jennyhazan88@gmail.com.

Communicating Effectively - Up close and personal

Communication is vital to our everyday life. It is how we express ourselves, understand others and interact as human beings. Many people have heard the old adage that only 7% of effective communication is verbal (i.e what you actually say), the other 93% is non-verbal (i.e your body language, tone, vocal variety etc).

Over the next couple of weeks I will be writing a few short blog posts on ‘communicating effectively’. Today’s post will focus in on face-to-face communication and I will provide my five top tips that I hope will help you to avoid the common mistakes that people make time and time again. You may be talking to your boss at work, giving a presentation, going for a job interview or perhaps just meeting people for the first time, but every time you communicate you are giving off an impression (and sometimes it is not always the one that you were hoping for!)

Top Five Tips

1.   Take your time. You know that awkward moment when someone asks you a question you weren’t expecting and words leap out of your mouth before you have actually thought of a proper response? Don’t let yourself do it. There is nothing wrong with a considered pause, in fact it often helps you to formulate a sensible and intelligent response to the question and you will look far more confident taking your time than just letting your words fall out of your mouth.

2.    Make yourself understood. Now that you have given yourself a pause to think about what you want to say, don’t ruin your point by slurring your words or speaking at 100mph! Enunciate your words clearly and be careful not to mumble. You may have an intelligent and important thing to say, but if you are not clear you will lose your audience quickly.

3.   Vary your tone and pace. No-one likes the person with the dull and monotone voice; it makes whatever you are talking about sound boring. Make sure you change the pitch of your voice to enhance the meaning of what you are saying and slow down when you are trying to emphasise the point you are making. Be careful not to overuse this technique though, a chaotic use of tone and pace with constant variation will only make you sound insincere and will be difficult to understand. Try reading this blog out loud and vary your pitch and tone to see how changing your voice can change the emphasis of the words you are saying.

4.   Maintain eye contact. It can be nerve wracking to look someone in the eye whilst having a conversation, particularly if it is at a job interview or in a pressured situation. However, acting as if the person you are talking to is a basilisk, that will cause you immediate death if you look them in the eye, is not helpful either. Shifty eye contact can be perceived as untrustworthy and can arouse a subconscious feeling of mistrust and suspicion within the person you are speaking to. Similarly, staring at someone directly in the eyes for a sustained period of time would make anyone feel uncomfortable. If you are feeling nervous, try looking just above someone’s eyes when you are speaking. This will appear to them as if you are giving good eye contact without you feeling as if you are staring directly into their eyes.

5.    It’s not all about you! Less speaking, more listening. This is a key point that people often forget. A conversation is a two-way or multi-way interaction between two or more people (except when you are muttering to yourself angrily when you have forgotten your umbrella in the rain). This means that it is vitally important for you to listen to what others have to say. Even more importantly you should be understanding, interpreting and evaluating what you have heard. Being a good active listener is often an uncommon skill. Think about the number of times when someone has been speaking to you and you have already begun formulating what you are going to say in response before they finish rather than actually taking the time to understand their point – go on, admit it, we have all done it! Try to get a better grasp of someone’s opinion or point by asking questions and repeating the main points of what they have said to ensure clarification.

I hope these tips have given you some ideas about how you could communicate more effectively in your day-to-day life. Over the next few weeks I will be writing about the following topics:

·         Presentations – How to keep your audience awake

·         Why style is just as important in your writing as it is in fashion

·         The written word – Making yourself understood

Please do comment if you would like me to cover any other topics specifically.

The Chaos of Change (part 2)

A few weeks ago, I wrote a blog about change. I was specifically referring to one of the most recent changes in my life, my boyfriend Paul was moving to London and I was going to have to move house. I promised to keep my blog readers up-to-date with my progress along the change curve and this gave me an idea for a speech at my local Toastmasters Speaking Club, where I am a member. Tonight I spoke to my club about the "chaos of change" and was rewarded with "Best Speaker" of the evening, which I am incredibly pleased with. I decided that perhaps it would be good to share my speech on this blog, so here it is!
Mr. Toastmaster, fellow toastmasters, most welcome guests. Good evening. “Who, in this room, is going through some sort of change in their lives at the moment?” Anyone? [I witnessed a number of hands zoom up]. It could be something big, maybe you’ve started a new job, moved house, got married or perhaps it is something smaller like joining a new club, getting a haircut or going on a diet.

Life is full of constant change, from the very big to the very small and we all choose to react to it in varying ways. However, academics have produced countless numbers of “change curves”, like the one you below, these diagrams are designed to help us understand the impact change has on our emotions. We can move through these emotional curves in a matter of minutes or sometimes it can take years. We also tend to be going through multiple change curves at the same time.

In business, the objective of many of those who work in ‘change management’ is twofold, to minimise the impact change has on our emotions and shorten the amount of time in which we move through the curve. The aim is also to reduce resistance to change and smooth the process. I have been lucky enough to come into contact with the subject in my job and have found it absolutely fascinating, I hope I will be able to share my fascination with you this evening. I am naturally starting to apply my change management knowledge to my personal life and I wanted to walk you through a change curve using one of my own personal experiences. Recently, my boyfriend Paul was offered a job in London. This triggered quite a big change in both of our lives. Although I knew he had been applying to jobs outside of Cheltenham, when he told me about the offer, it was still an unexpected shock.
Stage 1, Anxiety/Shock – Did he really want to move to London? What was I going to do? I would have to find somewhere new to live and leave our apartment.
This was a scary thought but quite quickly my emotion changed to:
Stage 2, Happiness – Paul had found himself a great opportunity and I was happy for him. I was also going to have the chance to make some new friends in Cheltenham, with my newly found free time.  I was also going to finally be able to make my bedroom really girly (something Paul had never let me get away with) and most importantly I could make sure that the loo seat would stay down!
A few weeks later I moved into: Stage 3, Denial – This is an optional stage that goes off the change curve at a tangent.With 6 days to go till I needed to move, I had left my stuff unpacked and I hadn’t found anywhere to live. I just assumed that if I didn’t do anything, nothing would change. (Note to self – this is not true and by waiting, I have now ended up living with 3 boys and that damn loo seat is back up again!) Stage 4 and 5, Fear and Anger – These two emotions came at the same time for me but thankfully they were fairly short lived. After Paul had packed his things and moved to London, I felt very much alone. I had taken for granted someone to walk home with who would actually be interested to hear about my day (or at least pretend to be!). I returned to my empty house to do the last-minute packing, cancel bills, arrange for cleaners and do all the things that you have to do, whilst Paul was enjoying the delights of the capital city. I have to admit I was pretty angry to have been left with all the responsibility.
This stage was followed by:

Stage 6 and 7, Guilt and Depression -  These are not nice stages, you are at the bottom of the curve. I felt guilt for not being more happy for Paul and I felt depressed at what had been lost and a realisation of what would never be again. Having worked with the change curve before, I knew that I had to pull myself up and reach:


Stage 8, Gradual Acceptance - I’m naturally quite a positive person, so I tried to think about the many new doors that could be opened by this change. The first positive that I came up with was that I would now have a good excuse to go to London shopping, regularly. A few years ago, I moved to Mexico for a year, leaving Paul 7000 miles behind and whilst I was drinking tequila and making new friends, he was experiencing a similar change curve ... So I think that I have to accept that 2hrs15 on the train to Paddington is not quite as bad as the 18hr flight he made 4 times!
Resisting change wears down our bodies, taxes our minds, and deflates our spirits. It is important to try and move on and find something positive from within the change as quickly as possible. Change is inevitable and whilst it can be scary and unsettling, it can bring many unknown opportunities and possibilities.



I hope that you take away from my speech the courage to face change head on. Remember courage doesn’t always roar. Sometimes courage in the face of change is the little voice at the end of the day that says I’ll try again tomorrow.

Together Everyone Achieves More

Believe me, this will be stuck in
your head for quite some time!

Cheesy, right? However, despite wincing at the all-American cheerleading images that frolic into your head when you read this, you know that it makes sense.

On a recent overnight “away day” with our Management team I was confronted by this clever little acronym and immediately decided that it was worth passing on to others. Now I am probably not the best for making an authoritative decision as to the value of these sorts of things because I can often be a bit of a cheerleader myself. I love to be inspired and forced to think ... and often the cheesier it is, the better. This time though, I was sure that this simple acronym was an important one.

I am sure there are a number of people reading this blog (well maybe there aren’t actually but I will continue nonetheless) who come from the school of “if you want to get a job done, do it yourself” and I can’t blame them. There are many times when I am sat re-doing things that I have asked someone else to help me to do because I do not believe they have successfully reached my required standards of completing the task. The most prominent example of which is house cleaning; my partner Paul is absolutely useless at cleaning the house. He does a great job at the superficial cleaning, where he ensures that there is nothing left on the sides and the carpet has been hovered but he ignores the dust on the skirting boards and certainly forgets the tiles around the bath (Wow, I just realised that I have turned into my mother!).  Despite my frustrations at his lack of attention to the finer details of cleaning, I know deep down that it would be so much easier and a quicker task if I allowed him to help me rather than flapping about it and re-doing it all by myself. Really, it is all about us understanding what we are trying to achieve, using each of our strengths to our advantage and working out the best way that we can get the job done together. Mind you, that didn’t work with the building of the furniture when we moved in to our house, so perhaps we are going to have to work extra hard at this.

A book that I am reading at the moment “The Five Dsyfunctions of a Team” by Patrick Lencioni tells a story in the opening pages where an incredibly successful business founder expresses the power of teamwork. He says “If you could get all the people in an organization rowing in the same direction, you could dominate any industry, in any market, against any competition, at any time”. This is pretty powerful stuff and I am 100% convinced that he is right but the question remains, how do you achieve that? I think that perhaps this will always be an elusive goal due to the number of determining factors involved but there are many things that we can do, within our personal and professional lives, to ensure greater teamwork.

One of the most important elements of teamwork is clear communication. Everyone in the team needs to understand where they are going, what their particular role in getting there is and what the end result will look like. Teamwork will always seem clunky at the beginning, especially if these 3 questions are not answered and sometimes it will seem easier to just get on with things by yourself.

An acquaintance of mine recently attended a leadership course, upon which he was asked to complete a team exercise with other attendees. They were encouraged to work together, with a few curveballs thrown in (e.g the leader acting in a passive and indecisive way) and managed to complete the set task in no more than 10 minutes. When the participants were asked about what they thought about the task and how they could improve, many of them believed they could have done it by themselves in a much quicker time.

They were probably right.

However, they were then told that the quickest a team had ever completed the challenge was in less than a minute, an impossibility for one man/woman alone. This achievement required teamwork, with every member on the team pointing in the same direction with an understanding of how their jigsaw puzzle piece fit into the wider puzzle.

Quite simply:

Together Everyone Achieves More

Using social media to drive traffic back to your website

If you are using social media for business you need to be clear about what you are trying to achieve and just like any other communication channel, you should have a strategy. 

Often we spend vast amounts of time adding 'like' buttons and twitter icons to our website in a bid to increase the number of users and 'friends' on our social media sites. Although this is certainly a valid way to spend some of your time, it should not be the focus.

Social media exists to allow you to engage and start a dialogue with your key audiences, however, it is also enables you to guide further traffic to your website. You should be looking at ways to drive traffic back to your website, where potential clients will be able to further their knowledge about your organisation and the services or products that your business has to offer.

This is often easier said than done, so here are a few tips on driving traffic back to your website from your social media hubs;

1) Embed your YouTube videos on your website; using YouTube will generate more views. Don't forget to place your website address in the content section as well!

2)When posting about competitions or exciting information on your twitter or facebook page, do not give away all of the information in the post. Make 'viewers' go to your website! For example, “Want to be in with a chance of winning 2 free event tickets? Enter our competition here (link to competition details on your website)”. Give people a reason to go to your website!

3) Do you have a blog? If you do then it is certainly worth embedding your blog within your website and then linking to articles on your blog through other social media platforms. If you do not have a blog then it may be worth evaluating whether you need one. Blogs can allow a great opportunity to show expertise and gain the status as a credible source for information

4) If you are willing to put some finance into this venture then Facebook ads can allow you to target related social media users towards your website

5) Use social bookmarking websites (such as Digg, Pinterest or Delicious) to bookmark articles from your website or even interesting articles from elsewhere as your profile will show a link to your website. The increased number of links you have across the internet to your website the better SEO (Search Engine Optimisation) you will have

6) Comment on interesting articles and blogs that you believe your target audience will be reading. Leaving a comment will allow you to leave a link to your website. REMEMBER, your comment must be relevant to the article/post and must add something of interest....otherwise readers will just ignore you!

These are a few ideas for using social media to drive traffic to your website; it is unfortunately not an exhaustive list!

Next week I will be posting about using social media within the workplace and the potential pitfalls surrounding the implementation of internal social technologies, otherwise known as Enterprise 2.0.

The chaos of change

I have spent the majority of my working life looking at change models and developing initiatives and strategies to ease the change process. The subject fascinates me.

I first learnt of a “change process” when sat in a lecture theatre eagerly awaiting a speech on “making the most of your year abroad”. I was expecting an upbeat promotion of the wonderful experience that we were all about to embark upon delivered by students who had done it, been there and had “found themselves”. Unfortunately, I was faced by a university lecturer who solemnly pulled up a slide on the projector to explain how we were probably going to experience “anxiety”, “fear” and “depression” at some point during our trip ... certainly not what I wanted to hear!

Anyway, I do digress. I am just about to move house, something I hate at the best of times and this time it is not helped by the fact that my partner of 5 years is moving to London whilst I stay in Cheltenham. I feel like I have been on a placid playground ride that has just turned into Nemesis at Alton Towers. Suddenly I have had to find somewhere new to live, start to pack up my things, leave behind the silly items that were bought specifically for the large regency-style apartment we were living in, downsize significantly and divide our other things between our two new houses (obviously I have earmarked all of our nicest belongings).

Although I am used to considering the change curve and process on a work-level, I had not really stopped to think about how it affects us on a personal level and how unsettling yet exciting change can be in everyday life. I think I am currently stuck somewhere around the denial stage, having left all my belongings unpacked and still avoiding planning the logistics of the move, but I am keen to follow my own progress through the many stages of change.

Paul moves out for good on Sunday and I will be making the transition to my new place in two weeks, so I’ll keep you updated!

To understand a little more about the change process, check out this diagram by John Fisher.