Use Observation to Understand What Others Need

• 00:05 Speaking of body language,
• 00:06 you need to focus on the body language of the person speaking to you.
• 00:11 Are they agitated?
• 00:12 Are they getting red in the face?
• 00:15 You really better pay attention,
• 00:17 because what they're talking about is critically important to them.
• 00:21 Now, different people have different styles.
• 00:23 Some people can be very angry and speak low key soft and monitor.
• 00:30 So you don't really know, but the more you're around colleagues,
• 00:35 executives, bosses, higher ups, clients, customers,
• 00:39 you will get a sense of their range of communication styles.
• 00:44 How they express themselves and how effusive they are.
• 00:48 Some people may be wildly demonstrative all the time.
• 00:52 Hey, everybody, let's go and have a coffee break, and
• 00:56 it isn't really putting a spotlight on anything important.
• 01:00 Other people are more restrained,
• 01:03 have a lot smaller body language, they are less emphatic.
• 01:09 But if this is something you really want,
• 01:12 we have to have this report ready by 5 o'clock Friday to give to the client.
• 01:17 And you see that their hands are moving more,
• 01:20 their eyes are getting bigger, their eyebrows are going out more.
• 01:25 You need to really make a note,
• 01:27 this is something that's not a nice to have it's a gotta have.
• 01:30 It's critically important.
• 01:32 There is a high level of importance to this.
• 01:36 So you always need to be looking at the body language, the facial expressions
• 01:41 of the person you're speaking with, and the person who's trying to talk to you.
• 01:47 This is why I highly recommend that given a choice,
• 01:51 talking to clients, customers prospects, try rather than
• 01:56 default to the phone to speak to them either on Skype video,
• 02:01 Zoom, FaceTime, Facebook video for that matter.
• 02:06 I'm not here to promote any one particular platform,
• 02:10 what I am pro on is being able to see someone's face.
• 02:15 Because there's so much communication that comes out when you see someone's face.
• 02:21 It's actually easier to understand what they're saying to watching someone's lips.
• 02:25 I realize you don't think of yourself as a lip reader most likely,
• 02:30 but it's much easier for comprehension if you can see someone speak.
• 02:36 I'm sure you've had situations before,
• 02:38 where it was hard to understand someone over the phone.
• 02:41 Perhaps they had a foreign accent different from yours.
• 02:45 But when you met with them in-person, it was much easier to understand.
• 02:51 So that's why I'm a big fan of trying,
• 02:53 if you can't meet face to face, at least have the video component.
• 02:58 Anytime I have a prospect call me for
• 03:01 my immediate training public speaking services,
• 03:04 I try to get them from the phone to live Skype video as quickly as possible.
• 03:09 It's infinitely easier for me to really listen to them carefully,
• 03:14 hear them, get a sense of what's important to them.
• 03:18 And also going back the other way, when I really want my
• 03:22 prospects to listen to me, I never just send a text proposal.
• 03:27 I always create a personalized video proposal for
• 03:31 every single prospect who reaches out to me, or I can talk to them about
• 03:36 their specific communication needs, their people, and how I would help them.
• 03:42 So please keep that in mind.

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