Joel Mackeys HP Warranty ScamJoel Mackey just had a bad encounter with Hewlett Packard support.

Unfortunately for HP, Joel – at the time I posted this article – has a Twitter account with 96,720 followers. And he’s not afraid to use it. In fact, he posted his chat log from his support call to HP along with his personal notes. The result is that the chat log has been tweeted 17 times including his characterization of the warranty as “theft and scandal” and HP as “the shit service company you are.”

The log is a tutorial in customer service that serves neither the customer nor the company. It gives us an inside look into the support processes of one large company. I’ve included excerpts from Joel’s chat log (in quote blocks) below. You can find the rest of the log on Joel’s blog

You’ll see below Read the rest of this entry

Communications Skills – Be Hard and Exact

Trying to make those passes hard and exact
My son Jack, making those passes hard and exact.

My son Jack is 7 1/2 years old and playing his third season of soccer. He has a terrific coach this year, Coach Laurie. She’s led them through the season without a loss (though we’re not supposed to be counting points). Last week they won 4 to 1. That’s been their closest game.

How does she do it? Her mantra is “Hard and exact!”–with everything they do–”do it hard and exact”.

You don’t just move the ball downfield. You anticipate where your teammate will be and you kick it there hard and exact. You don’t just find an open space for the throw from the sideline, you move down the line. You don’t just do anything; you do something in particular, and you do it precisely .

That’s what we want from a coach of athletic sports, isn’t it?  That’s what makes legends of men like Vince Lombardi, the coach who led the Packers to the NFL’s first two Superbowl titles–demanding discipline. That’s what Coach Laurie provides, and it pays off for the team every week.

That’s what great communications takes? It may sound melodramatic, but it’s true. Here’s an example. Read the rest of this entry

Sarah Palin

Sarah Palin

It’s no secret that gov. Sarah Palin is a controversial pick as a Vice Presidential running mate for Senator John McCain. A Google on her name will lead you to pages of conflicting analysis.

What we’re interested in here is the communications strategy the sides deploy. And Ms. Palin’s pre-nomination throws into relief the failure of the democrat’s charge of “inexperience” against her at least in the context of on-air debates.

The reason the inexperience charge fails is that it invites rebuttal and the rebuttal is too easy and too obvious. Larry King Live last night, for example, hosted James Carville, CNN Political Contributor and Obama support and Nancy Pfotenhauer, advisor to the McCain campaign. Here’s an excerpt of the debate

James Carville

James Carville, CNN Commentator, Obama Supporter

CARVILLE: “I am completely floored by this choice.”

Nancy Pfotenhauer, McCain Strategist

Nancy Pfotenhauer, McCain Strategist

KING: “Honestly put, Nancy — and it’s a fair question — of all the Republicans, is she the most qualified to be next commander-in- chief?”

PFOTENHAUER: “Well, I think that she is eminently qualified to be vice president.

In fact, Senator McCain’s picking Governor Palin, she has more experienced as the V.P. nominee than Senator Obama has as a presidential nominee.”

My issue is not whether Sarah Palin has the experience to be Vice President. It’s that James Carville is a communications strategist and he lost a point on national television that he should have anticipated he would. And, in fact, I saw him and Paul Begala, another democratic strategist lose this point again and again all night. And I’ve been watching democratic strategists lose this point again this morning in the same way. Read the rest of this entry

Communication Skills – How Accountable Are You?

Keith Rosen

Keith Rosen

Keith Rosen recently wrote a nice article listing 10 questions you can ask yourself to improve your communications skills.  Here are a few excerpts from his list.

Am I taking full responsibility for the message being heard by the other person?
Did I acknowledge them?
Did I make my request clear?
Am I checking to see if the conversation was successful?

The thing I want to underscore is his emphasis on being personally accountable for the accuracy of your communications.

This is something I find many people, especially people who are accustomed to dominant roles, reticent to take on completely. Their reluctance shows up in small turns of phrases.

I was working with a woman who believed she put off other women in discussions with them. I sat in a discussion with her and noticed a pattern of dominance showing up in her speech. She would say, “You understand?” instead of “Am I being clear?” And again, ‘You’re just like me” but never “I’m just like you.” In fact, when I pointed out that last comment she said she wouldn’t feel comfortable saying it the other way around, even though the phrases have very similar meanings; it was giving away too much to the other person.  No wonder she had trouble connecting at times.

Tim’s Takeaway:

I’m not arguing for becoming submissive in your communications. Rather, I’m cheering Keith for reminding us that accountability is leadership. If you’re going to lead conversations, that means accepting responsibility for making sure the other person hears what you mean.

Death by Powerpoint is a lively issues these days. In fact, Business Communications Headline News gives us two presentations in as many days with the aim of helping us make better presentations.  Unfortunately, both miss the mark. We’ll look at each from a strategic standpoint to help you understand how they go astray and what you can learn to make your presentations more effective.

Sleepy Audience from Kapterev's Website

Sleepy Audience from Kapterev

You have to hand it to Alexei Kapterev for taking on bad powerpoint presentations and investing the time and effort to give you a solution (you can see his pdf presentation in it’s entirety here). It’s a good start. But his advice is a bit wide of the mark and his execution falls a bit short in particular ways. And understanding those missteps will help you make stronger choices.

Let’s consider Alexei’s central argument. Presentations, he says, are successful when they have Significance, Structure, Simplicity, and Rehearsal. Significance is the core, he tells us. In fact, it’s so much more important than structure that you can use any structure as long as it’s comprehensible and scalable. Alexei also gives us a definition of significance – you have significance if you’re communicating meaning that you’re passionate about.

This conception is backward and Read the rest of this entry

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