Business Communication Skills | Write & Speak More Professionally | Robin & Jesper ✓ | Skillshare

Business Communication Skills | Write & Speak More Professionally

Robin & Jesper ✓, Teaches Digital Marketing

Business Communication Skills | Write & Speak More Professionally

Robin & Jesper ✓, Teaches Digital Marketing

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36 Lessons (3h 26m)
    • 1. Business Communication Intro Skillshare

      0:38
    • 2. Business Writing Explained

      3:26
    • 3. Your Plan

      4:36
    • 4. Your Readers

      2:36
    • 5. Your Voice

      4:02
    • 6. Business Writing Mastery in 5 Steps

      2:31
    • 7. Message

      5:46
    • 8. Language

      5:03
    • 9. Language

      6:57
    • 10. Sentences

      5:28
    • 11. Paragraphs

      4:46
    • 12. Review It

      5:21
    • 13. Customer Service Explained

      2:20
    • 14. In Demand Customer Service Skills

      2:27
    • 15. Online Customer Service Tips

      7:42
    • 16. Build Customer Rapport

      5:01
    • 17. Build Emotional Intelligence

      5:45
    • 18. Improve Active Listening

      5:13
    • 19. Effectively Written Communication

      5:33
    • 20. Product Knowledge

      5:26
    • 21. Time Management

      5:35
    • 22. Dealing with Upset Customers

      4:57
    • 23. How to Amaze Your Customers

      6:09
    • 24. Public Speaking & Presentation Explained

      3:14
    • 25. Overcome Fear of Public Speaking

      10:51
    • 26. Public Speaking Tips

      8:59
    • 27. The Preparation

      11:09
    • 28. The Opening

      10:22
    • 29. The Closing

      8:09
    • 30. Create an Effective Presentation in 5 Steps

      3:07
    • 31. Step 1 - Purpose

      6:26
    • 32. Step 2 - Plan

      3:40
    • 33. Step 3 - Story

      13:19
    • 34. Step 4 - Slides

      10:23
    • 35. Step 5 - Rehearse

      8:14
    • 36. Thank You!

      1:12
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About This Class

Learn to Write Like a Professional, Become a Confident Public Speaker & Learn Effective Customer Service Skills.

Would You Like to Write & Speak More Professionally?
Then, You've Come To The Right Place!

Business Communication | Write & Speak More Professionally is an Online Video Course for Anyone Wanting to Learn How to Write More Professionally, Speak More Confidently and Give Customer Service That Creates Happy & Satisfied Customers.

Inside This Course, You'll learn how to Become More Professional in Your Business Communication.

After This Course, You'll Be Able To

  • Write More Professionally

  • Give Effective Customer Service

  • Give Professional Public Speakings & Presentations

What You Will Master Inside This Course

  1. Create a Writing Plan

  2. Understand Your Readers

  3. Create Your Voice

  4. Business Writing Mastery

  5. In Demand Customer Service Skills

  6. Dealing With Upset Customers

  7. How to Amaze Customers

  8. Overcome Fear of Public Speaking

  9. Public Speaking Essentials & Advanced Tips

  10. To Create Effective Presentations

This Course Includes Templates & Tools That Will Help to Optimize Your Business Communication.

All The Tools & Templates in This Course Are FREE.

See You Inside The Business Communication | Write & Speak More Professionally Course!

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Robin & Jesper

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Robin & Jesper ✓

Teaches Digital Marketing

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We're passionate about teaching! There's no greater joy than watching beautiful testimonials of people achieving their goals and dreams. That's why we STRONGLY believe in full and constant support. With ALL of our courses you can expect:

If you're interested in learning Digital Marketing - Social Media Marketing or Creating a Something Awesome..

We're at your service!

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Robin & Jesper

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Transcripts

1. Business Communication Intro Skillshare: Hi and welcome to the complete and Business Communication course. My name is Robyn and I'll be one of the instructors, and my name is Jasper and I will be the other instructor of this course. Now, if you are looking to learn how to write and speak more professionally than you've come to the right place. Now inside of this course, you are going to learn three different topics. The first topic will be business writing. The second topic will be public speaking and presentation skills. And the third topic will be how you can give awesome customer service. 2. Business Writing Explained: First of all, Hi and welcome to this business writing course with me, jesper and my colleague Robin. And now inside of this video we are going to explain to you what business writing is, what is included in this course and what you can expect from this course. So let's dive right into the video. Now, I am going to explain to you what business writing is in three easy steps. And these three steps are also basically are three sections of this course. So the first section called before writing and what's included in this section is we're going to make a plan for you before you are writing anything. And that is basically because we would like to figure out what you are trying to say or make other people do so before you writing anything at all, you need to have a plan. And that plan includes understanding your reader and also having your own voice to stay consistent with a voice so that whoever is reading your text, trust you as a writer. Next step or next section of this course would be when writing. And here we are going to make sure that we are giving your reader what they want so that you can connect to your reader. And including this section is to find your message to have the proper language and use it. What words should you use, what words shouldn't you use, et cetera? And then we're having headings. What art headings? Why are these so important? Do you need to use headings in order to take your reader step-by-step throughout your texts. And I am going to show you exactly on how to use them effectively. Next step is sentences. How do you know that a sentence is too long, too short? When do you know how to use punctuations and commas? How do you know all of that? We're going to walk you through that step-by-step as well. And then we're having paragraphs. Why are paragraphs so important? I'm going to show you exactly step-by-step what to include in your paragraphs. And then step and section number three of this course, we'll include After writing, we're going to make sure that we are making the impression of whom ever is reading our text that we want to make so that we can reach our objective with our writing. Whether you're writing an email and memo may be you are writing a proposal, whatever it might be, you're having an objective and you would like to make an impression of your writer. And we're going to do that by reviewing it. We're going to review it step-by-step and improving your texts. So it's easier for your reader to read and making sure that they are not only scanning through your texts, they are going to read it step-by-step and you are going to guide them step-by-step throughout your text. So this is basically what business writing is and what you can expect from this course, three different sections, starting off with section number one, which is called before writing, and lecture. Number one, which is called your plan. Let's dive right into that right away. See you in the next video. 3. Your Plan: Okay guys, welcome back to the course. Now it's time for us to take the first step before writing to properly plan what's going to be included inside of your text, whether it's in a report, whether it's an email, what should you include to make sure that you are meeting your objective? Let's dive right into the video. Alright guys, so first we're having a few questions we want you to answer. Now the first question is basically, what's the desired outcome? We would like you to define the desired outcome with whatever you're writing, isn't then report isn't an email, is a memo. What are you wanting to get out of that email, that report, that memo? Write that down. Once you've finished with that, you would like to answer what needs to be included. So you just write down what needs to be included in that report, in that email, in that memo, so that we can move our audience or your audience that is reading from 1 to another point. How would you want your audience, your readers to feel, to act? What is the desired outcome? Or you're wanting people to buy more products, or are you wanting your boss to really understand why you want to make, for example, a change in the workspace that you are working within. So right those two down. And you can do so by using and setting smart goals. This is a method that is going to help you to set goals easily. So let's set some goals. Let's have a look at this method. So by setting smart goals, we can then define and make sure that we are meeting our objectives. So the first one would be specific. Now, make sure your objective is clearly defined. Think of the who, what, where, when, and why. So be as specific as you can with your objective, with your goal, right that down and be specific. Next one would be measurable. You would like to make sure you can track your objectives and progress to see if you achieved your objective. So make sure that it's measurable. Next step would be to make it achievable. So make sure you can accomplish the objective. Don't set too high of a goal and don't set too low of a goals. So set out the steps that need to happen to make sure the objective is completed. So the steps could be like your writing one topic at day, for example, or what should be included in those topics. And just make sure that you are able to achieve that. It could be the time, the resources. Do you have all of that at your hand? So make it achievable and then you would like to make it realistic. Now, make sure you have the right resources to accomplish the objective. So do you have the budget for it? Do you have enough time? Do you have the right knowledge? Because makes sure that you are setting a realistic goal. And then lastly, make it time bound. What do we mean with this? Well, make sure it's time-related with clear deadlines. This is how you are setting smart goals. And we are having all of these smart goals when explanation as a resources in this video here. So you just can't link and then download it directly to the device that you're watching this course on. So to summarize this whole video, what's the desired outcome? Well, define the desired outcome, defined the goal. Use smart goals. What's needs to be included right down, what you want to include in your text before you start writing anything. And also include things as I would like my audience or my reader to do this action. Or I would like them to feel this way, just to write that down and set your smart goals. You can find a smart goals template here and the resources for this video, good luck with your plan. In the next video, we are going to move on to step number two before you're writing anything. See you in the next video. 4. Your Readers: Hi there and welcome back to step number two of the things that we want to do before we are writing anything at all. And that is to understand your readers. So let's dive right into the video. So by properly understanding who your readers are, we need to answer these questions before. So the first question would be, Who are you writing to? Are you writing to one person or you're writing to several persons may be writing an email to maybe the whole department or your writing may be and report to your boss or to your colleague. But yes, make sure that you understand who you are writing to before you're starting to write. Because then you know, if you are going to use you or if you're going to use us or such a words that makes a big difference in the reader's eyes. And the next step would be to understand what your readers want. Now, what does your readers want? Do they want and report with all kinds of difficult words or duty want? Yes, small summary of a meeting or what really is at that your readers want. Because if you can tailor your message to the reader than it's easier for them to read, whatever your wanting them to read. And the last step or the last question route it would be how can you reach your readers? How can you wanting them to read the whole text? And how can you tailor your message to connect? Now if you're texting, let's say your mom, your wife, your husband, you're doing that in one way. But if you're texting maybe a friend or a colleague, you are doing that in other ways. So basically think about how you can tailor your message to connect to your readers. So the three questions we want you to answer before you are writing anything at all, is, who are you writing to? What does your readers want and how can you reach your readers? Wait a tailored message. Good luck with your research on your readers. Let's move on to step number three. Things that we want to do before we are writing anything at all, which is to find your voice. See you in the next video. 5. Your Voice: Okay guys, now it's time for us to move on to step number three before you are writing anything which is your voice, let's find that out. Let's dive right into it. So guys were having three different questions that we would like you to answer before you start writing anything. And these are the three last questions. Now, your voice is this video call. So the first question would be, Who are you writing? Asks, are you writing as yourself or someone else? Are you a secretary? Who are you writing as? Are you writing as your boss? Are you writing as a client? Or you're writing as yourself? Answer these questions before you start writing anything, because this determines what voice you will use when you're writing anything. So what impressions do you aim to make? How do you want your readers to see you? How do you want your readers to feel about you when they are thinking about you and they have read a text, what are the feelings that you would like to give a demo? So some of the fields could be some of these objectives, such as ambitious, calm, caring, dynamic, eager, maybe fun, graceful, hip, inspiring, quirky, or relaxing, secure, serious, maybe the Sealy, strong, smart. So here are some adjectives that can describe who you are and your voice. Or maybe if you're writing as your boss. This is something that can help you to find an adjective that is describing the voice of, for example, your boss or a colleague. So then we would like to also answer, what is your voice? So what is your style? Really read this through. Just pause this video at any time you can download them in the resources as well and have a look at them. Find your own objectives that is going to describe your voice. Because then next thing is so important and that is to stay consistent with your voice. People trust consistency just like any brands out there, for example, take night your Coca Cola there staying pretty consistent with our marketing and sales campaigns. Because they know that people are going to trust their brand if they are the same, people like to know what to expect from a brand and the same goals with a text. You're having your favorite writer out there, maybe you are reading her report Darrow, you're reading outers kinds of books. You know what you can expect, the type of voice and the language that you can expect from that writer and that author. So you need to stay consistent. So picking your voice based on these three steps is what is going to determine your success as well with your writing. So who are you writing as? Just write that down or you're writing as your boss, as a client or yourself, what the impressions do you aim to make? Basically, how do you want your readers to see you? And then what voice is the voice that you are going to use? You can use the objectives that we went through because they can really describe how you would like to be seen and what impressions and what style is your style? And then remember to stay consistent. Nobody trusts the person that is, firstly, maybe a little bit quirky, and then they are very, I mean serious and then they are aggressive and then they are unsecure when they're writing and so on. So stay consistent. Read your voice. In the next video, we are going to walk over the five steps to business writing mastery. See you in the next video. 6. Business Writing Mastery in 5 Steps: Hi there and welcome back to the course. Now inside of this video, we are going to give you an overview of the five steps to business writing mastery. So let's dive right into it. So here are the five steps to business writing mastery. Of the next videos, we are going to walk you through step-by-step of. So the first one would be your message. We are going to make sure that your message is aligned with your plan. Then step number two, we are going to make sure that you understand how to use simple language to connect to your reader. Oh boy, it's so important that you're connecting with your reader. If you're using complex words and terms, they're just going to stop reading whatever you have written. So therefore, we are going to make sure that your language is good. And then step number three, we're going to make sure that you understand how to use headings to grab their attention and to hold the attention of your reader. Our attention span today as humans are incredibly short. So it just becomes shorter the more the years and the more devices were having in her hand and the more videos and the more text we're reading. So therefore, it's very important on how to use headings to grab the attention and hold attention of the reader. Or we're gonna make sure that you understand it completely after this course. And now step number four would be how you can get faster the point by shortening sentences, what should you include and what you do you exclude in your sentences? All of that. We're going to make a deep dive into that inside of our video, inside of this course. And then step number five to business writing mastery will be how to use paragraphs to improve readability. This is so important because our job as business writers is to improve the readability of everything, simplify it for the reader so the reader doesn't have to do any work whatsoever. Ok, so here are the five steps to business writing mastery of the next five videos that we're going to walk you through step-by-step in. So we are going to start with step number one, which is make your message aligned with your plan. Let's dive right into that. In the next video, I'll see you there. 7. Message: Hi guys and welcome back to the course. Now instead of this video, we're going to talk about the first step in business writing mastery, which is your message. So let's dive right into the video. Alright guys, so to be as clear as you want to be with your message, you need to figure out a few things and you need to take a few steps in order to be crystal-clear with your message. To get your reader to do what you want them to do, to get your reader to feel. What do you want them to feel? So the first step would be to write down your objectives. In other words, your goals with the entire text. Now it can be a report, it could be a sales tax, whatever it might be, you would like to know what your goal with your writing is. Now, your objective might be something like connecting with your email subscribers. It might be informing about new shipping times for your products. It might be to a let your customers know about the sale in form about you as a company. Thank customer for shopping with you and percent new workers in your team. Now, let's say that your objective in this case would be to let your customers know about a sale. So what you need to think about then is to write down the topics are around the main topic. Now, your message is to inform about the sale, but your objective might be to, of course then increase sales, right? So write what you want to include in the text. Now. It could be, of course, about the sale. It could also be the topic about new arrivals. It could be about shipping time, could be about new staff, it could be about new colors, and also all sizes are available. Now these are six different topics that you could include in your text. But what you would like to do is to only keep the necessary, what I mean with this is to remove what doesn't support your objective. What is it amongst these topics that are not going to help you to increase sales? Now, that could be topics like talking about your new staff. It could be topics like new colors and new arrivals because we are sending out, in this case, an email about that assail is going on right now. So we would like to increase our sales with our business writing. And in this case, these things, as you can see with our red line above it, they don't support our costs here. They don't support our message, they don't support our objective. So therefore, we're going to remove those topics. Now the next step would be to guide your readers. Good business writing is all about guiding our readers and to do what we want and what we feel them to do if you know what I mean. So we would like to align the topics to your message. So what do we mean with this? Well, have a look at the screen right now. So sale is one topic that we would like to talk about, of course, because this is an email that we are going to send out about a sale that is going on. Shipping time is also something that we would like to include in the text so that our customers know what they can expect, how many days, what's shipping options do they have, et cetera. And then of course, all sizes are available so they don't have to e-mail us and ask us if if the size is available there sizes available, et cetera. What top is we don't want to include was new arrivals and also new staff and then also about new colors. So make it easy for your readers to see exactly what the text is all about because good business writing is to simplify the process for the reader. Now to summarize this video about your message right down your objectives. What is the goal? Where do your writing? Write that down, right down the topics, the topics that you would like to include in the text. Then have a look at those topics once again and only keep the necessary topics and write about those only the necessary topics that is going to support your objective. Just remove all of the other topics and then guide your readers. Always start with the first and most important thing, which in this case would be to talk about the sale. But in your case, it could be a totally different story depending on what you are writing. And also align those topics to your message. Make it easy and readable for your customer and for your reader. Now in the next video, we are going to move on to step number two in business writing mastery, which is language. So let's move on to the next video. But first of all, don't forget that you are having in the resources for this video, you can download a lot of resources and have a look at all of the steps that will then help you to guide you through writing your message. See you in the next video. 8. Language: Welcome back to the course guys and well done so far. Now inside of this video we are going to talk about Step Number two, AM business writing, which is your language. Let's dive right into it. So having a proper language when we are writing might be a no brainer for you, of course, but there's a few things that we have to think about when we are writing to make it as easy as we can for the reader. So the first thing we'd language is to basically use simple language, remove complex words and terms. Now, knowing that our reader might liking a complex words and terms of course include them. But for the everyday reader, we would like to simplify the language and doing so by basically using instead of anticipate, use a word like expect, maybe to use instead of employee use. Whereas like use, instead of using a word like Encounter, use a word that is meat. And instead of magnitude, use size. Instead of. I'm using, use a word like funny. Now on the right-hand side, we're having words that are more commonly used and are easier for the bigger audience to understand. Instead of using a word like anticipate, use a word like expect and your points, we'll come across way easier to their reader. Now, next step would be to remove fluff. Remove words that doesn't help you to get your points and your message across to that audience. Now if you're looking at these texts, let me just read this out loud for you. Why do we use filler words? So often? Are they really a big deal? They can be. We tend to use filler words more frequently when we rushed to speak without thinking. When asked a question, we often want to respond quickly. We often start speaking before we really know what to say as our brains are trying to formulate our thoughts into words, we tend to fill silence with filler words to avoid awkward pauses. Now inside of this text, there are a lot of filler words. This is a text about filler words, but there are a lot of filler words, so let's try to spot them. So here we are having so often, you can just remove that because the sentence is all ready saying what we would like to say. So why do we use filler words? So often, doesn't really have to be there. So you can basically yes, remove that and then we're having, we tend to, so 102 is also filler words. Then we're having rushed to, we're having another often, we're having another often and we're having tend to once again, so you can remove those words. That doesn't really help you. So when you writing and you're seeing that, okay, I am filling this with a lot of filler words. Just removed them if they don't help you. So then we're having US shorter words. They're easier to remember and understand. Oh, yes, they are. If you're having a look on the screen right now and you're looking at their role on the right-hand side. All of the words on the right-hand side is shorter than the words on the left-hand side. So it's way easier for the reader to consume that text and to get a better understanding faster and to keep reading instead of having to stop and look at the word and tried to look them up in a dictionary and tried to understand what they mean, et cetera. So keep the words shorter in to the point. It's more memorable and easier for your audience to understand. And then to the Fort Point, which is know your readers. You need to do some digging here to really understand what words your audience is often using. So by knowing your audience on how they are writing and maybe how they are speaking. You will then connect deeper on a deeper and better level with your audience. So, to summarize this video about language, use a simple language. Remove all of the complex words and terms to make it easy for your audience to read. Remove all the fluff. So Worst, That doesn't help you basically use shorter words. They're easier to remember and easier to understand. And then know your reader. Do a little digging on what language does your audience use. Ok guys, so now it's time for us to move on to the third step. See you there. 9. Language: Hi there and welcome back to the course. Now inside of this video, we are going to go over step number three in business writing mastery, which is called headings. I am super excited for this video because this is what is going to make it or break it for you when you are writing. So let's dive right into it. Now. First of all, guys, what are headings? Well, headings are basically summaries of what's included in the text. Now we're having two different types of headings. The first one would be the headline. The headline is something that should grab the reader's attention and really wanting to click in on it like it could be and newspaper article and you seeing a headline and you just want to click and see who is in love with who or who has made what type of goal or who won the World Cup championship or something like that. So basically the headline is what is going to grab your customer or your reader's attention. And then the first opening sentence, it's what's going to keep that attention. So for example, if you're having a look on the screen right now, the invention that changed everything. That is a headline that's going to grab in your readers into the text and wanting them to keep reading the text. And then we're having the opening sentence such as like, the Internet has become really important for three reasons now, we could improve that. But basically, that is what's going to keep your audience's attention and wanting them to keep reading what you have written. So we already know that the attention span today on people are very short and becomes even shorter. That's why you would like to put in a lot of effort in headline and also in the first opening sentence to keep the reader reading your text. Next up, we are having subheadings. And subheadings. It's what's going to hold the attention of your readers. So once they have started to read the, they like your headline there, like the open sentence. Then what's going to help your reader read a text is going to be the subheading because we are scanners as people. Most of us are reading about 10% of all the texts. So if you're reading, for example, and report or an news article or something like that. You are mostly going to scan through and see if you can find things that are very interesting and really only interesting to you. So if you're seeing things that don't interest you, you're not going to read that. So instead of having a text's looking something like this, when subheadings, we can make it look something like this. It's way easier to read this text than just reading a text that I like jammed together. So this makes it much easier for me to read through the text I can scan through that takes easily. But with subheadings, which are basically small headings or headlines or titles. I know what to expect from the text is way easier for me to read. And we are here as business writers to improve the quality and the readability of our texts. So by using subheadings, we are improving the readability of our texts and we're guiding our readers towards what we would like them to do. So next step would be the four use formula. This is basically on how you can write headings more effectively. Now there first you in the four US formula would be useful. I headline that shows a promise and a benefit to the reader. So they wanted to click on that headline. Or it could be a unique one which contains a fact or opinion your reader may or not may be aware of. And it can be ultra specific, which makes a subheading standout and demand attention. Basically a CTA, which is a call to action of them wanting to click on that headline or and keep reading what you have written. And then urgent, urgency your reader to take notice and to take action. Also a CTA, basically, sales ends tomorrow or click this to get a free coupon or something like that. Use urgency. So I have created and perfect headline for you guys. So this makes complete sense for you. So if you're having a look at the screen right now, how to sell without selling. Now, it's useful. It shows benefit for people that don't like to sell things basically. So how can they sell without selling? It's very, very useful for them. It's also very unique. Now how can you sell something without really selling it? And is also ultra specific. I mean, how can you sell something without selling it? Once again, it's very, very specific so that people want to click on this and it's urgent. I mean, if I am a seller and I feel like my statistics on my job doesn't really work. Now, I feel pretty urgent to click on this to learn how to sell even, let's say, more products for the company that I'm working for. So the four use formula, you can find it in the resources of this video. Click that link and it will be downloaded to whichever device that you are watching this course on. So let's do a summary of this entire video now, headings are summaries of what's included in the text. Now the headline grabs the attention of the reader and the first opening sentence keeps it. Now subheadings is what's really holding them to read the text instead of scanning through the text. Now remember that only 10% or so of us human beings are reading the entire text, whatever it might be a blog post, an article and sales text and Marty marketing campaign, whatever it might be. So use the for you formula, tried to find one u that is going to help you to write a good headline. Now, if you can match them all, all of the four US, you have hit the jackpot, my friend. So in the next video we're going to go over sentences. You're having a lot of templates in the resources for this video. Just download them and go through them to improve your headings and subheadings. Good luck and I'll see you in the next video. 10. Sentences: Hi there and welcome back to the course. Now inside of this video, we are going to have a look at the fourth step in business writing mastery, which is how you can improve your sentences. Let's dive right into it. Okay guys, so let's dive into the video on how we can make our sentences more readable. So first of all, we're having a text here and it takes that we are going to improve throughout this video to make it easier to read. So the text sounds like this. We are passionate about RP and, and we know that you are the future of our business, which is why we do everything we can to help you to develop both personally and professionally throughout your time here to become successful. Now by just listening and looking at this text, I can see a lot of ways that we can improve this text. I mean, there is no punctuations, there are no commas, no nothing. So let's just improve these texts. The first step in doing so is to get it short. And to the point. Now how can you get to the point faster? That's the question. Now, first of all, we need to do some adjustments here, right? So therefore, we need to remove a fluffy words and fluffy like smaller sentences in this to get faster to the point. So by doing so, like removing and, and which is why two, et cetera. We are yes shortening the sentence and basically getting faster to the point. Next step is to use a maximum of two points per sentence. Two points per sentence. So can you divide the information batteries to question? Well, let's have a look at it. We can do that by using punctuations, as you can see here. The first smaller sense sentence would be, we are passionate about are people punctuation mark. And then we know that you are the future of our business punctuation mark once again. Okay, so the third step in improving our sentences would be to use a comma to separate the information with a comma. So if we're having a look at this text right now that we already have improved so much. How can we improve it even more? Well, if you're having a look here where it says that is why we do everything we can to help you develop a both personally and professionally throughout your time here. And then to become successful. What we if we are putting a comma right there before to become successful, were then improving the text or Lot. Just remember that use a maximum of two points per sentence. Two points per sentence don't make more points than 2% dense, then it just becomes a mess. Basically, it's harder to read, harder to understand everything for the reader. So use commas when you're having more points, then T2. And then to the fourth step, use fewer words. Try to aim to include a maximum of 20 words per sentence. Let's have a look at our text to once again. So here's our text right now and we have improved it a lot so far, but how can we even improve it more? Now, if you're having a look here where it says You are, how can you shorten that a little bit? Well, by using your and then that is, how can we improve that and shorten that a little bit well by using that. So now we have basically gone from this incredible hard to read the sentence with a lot of words, a lot of filler words, and no punctuation marks, no commas and know of shortening of words. So we have gone from this to this. Now if you're having taking a moment, yes. Maybe pause this video and read the text on the left-hand side, and then reading the texts on the right-hand side. What takes do you feel is easier for you to read, to understand what we are really reading, to understand the message, just pause this video for 30 seconds and read the one on the left-hand side and on the right-hand side, and decide for yourself. Okay, so welcome back. Now, in my meaning, the new one is way easier for me to read. And this is how you are going to improve your sentences. And we have all of these four steps for you. Include that in the resources so you can download a template from this video, yes, clicked a link, download it directly to your computer, phone, or tablet. And you can use this when you are writing your sentences to get short to the point. Use a maximum of two points per sentence, use comma and then use fewer words. Good luck with your sentences. And in the next video we're going to talk about something very interesting on how you can improve your paragraphs. So I'll see you in the next video. Let's move on in that course. 11. Paragraphs: Hi there and welcome back to the course. Now inside of this video, we are going to talk about something called the paragraphs. How you can use them and how you can use them effectively to make your reader read that text easier. Let's dive right into the video. Now the first question we need to ask ourselves is, what are paragraphs? Well, paragraphs is basically a group of sentences about the same type of topic. Now, instead of having a text looking something silly like this, hard to read, everything is like jammed altogether. It's very hard to read what this text is all about. Because the first thing that our mind is making up when we're seeing texts is, isn't going to be hard to read or is it going to be easy to read? And we would like to simplify the whole process for our reader. So therefore, we would like to use white space. If you look on the right-hand side of the screen right now, this is basically about paragraphs. Are, there are topics that are basically separated from one another with whitespace. Now, how are we going to do this properly and good? Well, there's a three-step process to doing or writing paragraphs. Good to make sure that our reader is going to read the entire text. So the first step would be to basically have a topic sentence. Now, if you look in a nondescript right now, the topic sentence is basically the first sentence, or it could be the first few synthesis, which is, in this case, the internet has become really important for three main reasons. Then we're halving the step number two that you would like to include. And that is of course, that support div, sentences, meat and potatoes. The information may be some stats or depending on what you are writing. But it's basically like a movie. You have a start, you have a middle, and then you're having, of course, is step number three, which is the concluding sentence that end, as you can see here, was the very important when you are writing a text is to think about it just like I told you, like a movie is higher. So start which is like grabbing the attention of the viewer and in this case of the reader, than you're having them meet them potato in the middle. But then you also would like to include and type of summary of some, like the concluding sentence, let's call it. So in short, the Internet is beyond doubt an essential and valuable tool. And nowaday basically summarize the whole text. So in short, what is a paragraph? A paragraph is basically a group of sentences about the same topic. So if you're having one topic here, you are having one topic here, you are having one topic here in, if they are jammed altogether, is going to be very hard for whoever is going to read that text to read that text. So instead of having all the texts together, tried to separate different types of sentences or groups of sentences about the same topic. Tried to separate them with some white space. So it's easier for your reader to read. And then take them through step-by-step. By having our topic sentence, by having a supportive sentence where all the meat and potatoes in and then the concluding sentence, which is basically summarizing the whole text, just like I'm doing here, but this isn't a video format. I am summarizing that video, that all the steps that we have went through in this video, and it makes it so much easier for you to learn what we have just been learning, right? And the same is it for your reader to just summarize the whole thing that they have read with a concluding sentence. And you're also having this in the resources for this video, all of these types of slides in this video, you're having them so you can download them to your computer to make sure that your paragraphs is on point. In the next video, we're going to move on to step number six, you can say, which is called Review it. Let's move on in the course. See you in the next video. 12. Review It: Welcome back to the course now, we have already written our text. We went through the message, language, headings, sentences, and also paragraphs. Now it's time to review the text and improve it before we release it to the world, let's dive right into this video. So the first step when you're having your text, all right then out is to look for the hook. Would you like to keep reading the text? Now if we're having a look at this text, we're having the headline, which is the invention that changed everything. But then the hook that beginning that's going to draw the reader to wanting to read it, to keep reading your text. If first sentence, how does it really look? The Internet has become really important for three reasons. Now, I would say that that is an average centers that is okay. But can we improve that sentence in any way? Let's have a look. Now. I have written instead how the internet can change your life in three steps. Now for me personally, that's way better first sentence and that is going to make me at least wanting to read this text or to keep reading this text. So improving your hook to make the reader wanting to read the entire text or to keep reading, at least is a way to start off by editing your text. Next step would be to put yourself in your reader's shoes and ask yourself the question that is, can you spot the message ISI, the message in the text that I would like to get the point across to you. So can you spot the message? Now, if I'm, you're starting from the top ones again, the invention that changed everything. Is it easy for me then to keep reading this text to understand a message real quick, let's have a look how the Internet changed your life in three steps. There you have it, just put it out there to the world. Let them know what this text is about right away. You can do that either in the headline or you can do that in the first sentence, but let the reader understand the message right away. Next step would be to cut it down. We already talked about this in earlier videos, but make it shorter. And to the point that we were having a look at this text real quick, we can just edited real quick something like this, removing filler words. And worse, it doesn't really make sense or it words that doesn't help our objective, our goal with this text. Once we have done that and edited a little bit, we would like to move on to step number four, which is to edit it to make it readable. So our goal or our job as business writers is basically to improve the readability of our texts so that the reader doesn't only scan through to take, they want to read every single role, every single sentence, every single paragraphs that we have written. So ask yourself this question. Is it takes ec2 read. Would you say that this is a readable text? I wouldn't say so. So by using subheadings, by using paragraphs, it's way easier for the people or for that reader to read this text. We're going to remove all of the flux later on. But for now it's way easier if you're having paragraphs, you're having subheadings is way easier for them to either scan through the text and look for the information that they are searching for or for them to read the entire text. Now the fifth and last step is to look for your spelling and your grammar. Now, take one last look if you're spelling is correct or if you're having any faults in your text like here, for example, newspapers, you don't spell that with two pis, so you don't spell Every without an arm, you don't spell University with a why in the end. So therefore, look through your spelling and your grammar so you can use programs for this. But basically if you're using Word or you're writing in Google Drive, you can see that you're having these red underline beneath that text that you have written on the words that are misspelled. So basically I have a last look on this. So how do we go from this to the left-hand side to something like this? Well, by walking through, step-by-step through out this course and understanding on how to hook the reader and understanding on putting yourself in your reader's shoes, counting down the text, make it more readable with paragraphs, with subheadings, and really trying to look for misspellings and grammar, et cetera. So now it's time for you to review your text. And thank you so much for watching this video. I'll see you in the next video. 13. Customer Service Explained: Hi there and welcome to the course with me, jesper and my best friend Robin. Now inside of this video, I am going to explain to you the benefits with having customers service. So let's dive right into the video. So customer services for us to provide the best and the most unique service to our customers. This is the most direct way actually to provide good service for our customers because we are talking directly to them about their needs and about their pain points. So therefore, this is the best way also to do market research because our customers are going to tell us what they want and what they need. And this leaves us to the next point, which is, this is the way to keep and get customers these days. Reviews, testimonials and referrals means a lot. Now if people are having a positive experience and getting good service from your company with your products and with your service, they're having an awesome experience. You are going to get and keep more customers, which in its way leads to the next point which is increase value. If you're having customer service and you're having great customer service that are providing the best service for your customers, you are going to increase the value of your products, services and your company, which in its way leads to the next point, which is increased revenue. You are going to make more money if you can satisfied more customers. That is how simple and how effective customer service is. Increased value means that we can increase our service. So more money into our company or the company that you are working within means that we can put in more money to develop our products, our service, and also our customer service, which is an awesome model, right? So in the next video we are going to go over what's included inside of this course. So let's get right into that video. I'll see you in the next one. 14. In Demand Customer Service Skills: Hi and welcome to the video on the in-demand skills for customer service. Does you just need to learn? And this is basically the curriculum of what you are going to learn step-by-step inside of this course. So let's dive right into the video. So what are you going to learn inside of this course is, first of all, online customer service tips on how to serve your customers the best way online. Then how to build customer rapport, which basically is on how to connect to your customer on a deeper level. And then we're going to run over on how to build EI, which is emotional intelligence to understand what your customers truth is and how they are feeling to really connect to them. Then you are going to learn how to improve your active listening. How to mirror people, what to ask, and really on how to listen better. Then you are going to learn how to write more effective communication. So you are going to learn what's important when you're writing emails or when you're writing in a shaft. To do that effectively, to really get across to your customer as professional and trustworthy, then you are going to learn what you should understand about your product or your service. What is important to really understand about it, and how to present that to your customer. Then you're going to learn time management skills on how basically to manage your time to be as efficient and productive at your work as you possibly can, then you're going to learn how to deal with upset customers. This might be a hard one, but I have made the process very easy for you inside of that video. And then lastly, you are going to learn how to amaze your customers, how you can deliver up above their expectations to make people talk about you, and to make people come back to your company. So this is all of the skills that you are going to learn inside of this customer service course. Starting off with the first one, online customer service tips, let's dive right into it in the next video, I'll see you there. 15. Online Customer Service Tips: Hi there and welcome back to the course. Now inside of this video, we're going to give you very valuable tips when it comes to online customer service. So let's dive right into it. So online customer service is all about going that extra mile for your customer as if it was in-person. Be polite, connect to your customer, take responsibility, show empathy, and solve problems. So first would be to shake your social media PR if you are planning to be working for a company, if you're working for a company or if you are the boss of your own company, you need to be active on social media. Answer questions and answer reviews. So let's have a look at Lula Le Monde here, for example. So about three weeks ago, Lauren told Lululemon in Facebook, in their Facebook group that, Hey, I haven't received an email tracking code for my purchase yet. And then Lululemon answer directly Diana from aluminum on answer directly NGS telling her, hey, yes, contact us and we will solve this issue. She were directly contacting her. She didn't wait four weeks, which is great because on social media, things spread quickly if you're having bad customer service, not answering questions, not answering reviews, et cetera, then you won't be in business for long because the word spreads on social media really fast. Second would be to respond quickly, you need to have a system for it. So a system could be to answer with 30 minutes. It could be a direct answer and answer within 60 minutes, or it could be we will answer all of your questions within 24 hours, just like me and Robin are having with all of our courses, we're getting a lot of questions about our courses. But in the Q and a section of this course, you will get an answer within 24 hours. So that is our system and you need to have a system in place, whether you're working for a company, that company needs to have their own system. Or if you are the boss of your company, you need to set up a system for when you are about to answer questions on social media, may be your own website, et cetera. Then Lululemon is doing this very fast as well. They are having a quick response to whatever questions that you're having with a chat bot in system on their Facebook. Personalize your responses, use their name, be polite, just like if you were talking one-on-one with them in person, you're using their name, you're asking for it in name and you are talking with them. What is good on social media, for example, or in shafts and in emails, is that you are often getting their name, so use their name. So for example. Chef bot is basically an author response that Lululemon is having on their Facebook page show if you are clicking this Get Started button, then they will promptly answer me. Wait. Oh, hi Jasper. And then they will ask me what I'm looking for. And you can see that Lululemon now is active. Just after I clicked Get started, they are active. But this is a shaft bought. But if you are looking a little bit further down in text, you can see a got questions. You can type educator to shed to a human anytime. So they are always online, which is awesome customer service. Negative reviews. This is a huge Wang guys. So this is basically your opportunity to improve. Well, all of us hate to get negative reviews. Dislike, lower our ratings as accompany, these are like lowering the value of our products and services and so on. So we can either take this as an opportunity to improve or we can take it personally. So let's have a look at our negative review, how it can look. So Angela left you are one-star review with the following text. Don't buy their products. You need to wait ten days for it to arrive and the package was damaged. I'm so angry now, yes. Reading this review, you can get angry yourself as a boss or as a customer service worker. But basically what they are saying is that the package was damaged and it took them ten days for it to arrive. So there was no problem with a product or was it I can't really get a real answer if the product was the problem, the shipping was obviously the problem. And also the mailman maybe didn't take care of this package. So you could then write that. Okay, we didn't deliver the product. It wasn't our problem. It is not our fault, et cetera. We don't know what went wrong with the shipping, but here is where you need to step up and take responsibility. So as customer support, you would like to write something like this. High, Angela, thank you for sharing these bad experiences with us. We would like you to contact us at either an email or a phone number for us to do good by u, where truly sorry for this. Looking forward to your call. Now what we have done here and what you would like to take away from this video is that we have one, personalize the response using the customer's name. Then we have told them, Hey, thank you for sharing these bad experience because remember this is an opportunity for us to grow and to improve our products, services and also our service, of course, depending on what the review says here. And then apologize. Say, you're sorry. If you're telling them that they are sorry. They are more likely to maybe removed his review or to maybe put and in three or a five star review because you have stepped up and took responsibility for your actions, or maybe not even for your actions, but for your products, service, and company, and then offer a solution. I put this in black because some of the times the reviews doesn't feel like they are making sense. If they don't tell you what's wrong, if they are just leaving you a one-star review with any description, any like texts whatsoever, then it's hard to offer a solution, but personalize the response, say thank you, apologize. And if possible, offer a solution. So here are the four tapes for you as an online customer service worker. First, shake social media. Always answer questions and review in your social media. Respond quickly. Have a system for it. Personalize all of your responses using their name. Negative reviews are your opportunity as a company to grow and improve your products, services and your service. So with that said, let's move on to the next video. I'll see you there. 16. Build Customer Rapport: Welcome back to the course. Now he's out of this video. We are going to have a look on how you can connect to your customers by building something that we are calling customer rapport so that we know what they want and that we can provide awesome customer service to these clients. So let's dive right into the video. So what is customer report really about? Well, customer report is about building a rapport, which is our connection to the client or the customer. The goal with building a connection with the customer is to make them feel valued and to create a bond of trust. So let's have a look at four steps on how you do. Just that. First step is to listen for keywords, listen for often used words. So let's have a look at an example here. So you're sitting in support and you're saying hello, sir or hello, Ma'am, how can I help you today? And the customer says that we are looking for the perfect family home for our vacation. Now, what are some key words here that you would like to listen to and to use. Well, of course, perfect family, home and vacation. Those are the keywords that you would like to look out for. Once you've done that, you would like to use those keywords in your response. Doesn't matter if DCS over their computer or if this is in person. Why would you like to use the same type of worse yourself? Well, because people like like, which means that if I am talking in one way, I like you more and I trust you more. If you are talking in the same type of way. If you're using the same type of words, if you are using the same type of tone of voice, I am feeling a connection to you and it's easier for me to trust you. So therefore, you would like to use those keywords yourself when you are writing or when you are speaking. So let's have a look at it. Support says, Well, sir, we're going to find you the perfect family home for your vacation. Awesome, right? And then customer says, that's great. Thank you. The next step then would be noting down their needs and concerns. So write down things that are important to the customers. What seems to be important for the customers here? Well, to find the perfect family home for their vacation, right? So therefore, we are having a little notepad or we are writing on a piece of paper notes that are important to, to customers. So firstly would be to take talking in waveform like we as a family. And then second off would be to use keywords such as perfect family, home for vacation. Why are we taking notes of this? Well, if we are like really giving them awesome customer service, they will be returning customers. So for the next year or maybe the next vacation, they would like to search out for the perfect family home again. Then they will come to us and we are having a small little note for them saying that on how we should be speaking to them, which is awesome customer service. Next step would be to reflect to them and offer a solution. Always offer a solution. This could mean like asking them more questions. Sometimes you have to ask a lot of questions to get good answers to understand exactly what they need or what they want. And this is to show understanding and take action. And this can look something like this. So support this is us. We've just found what your family are looking for. So we're speaking to them directly to their family and not to the very person that we're talking to because family seems to be very important here. Here's a link to what we consider to be the perfect family home for your vacation. We are once again, talking with their language, their word of choice, and then the customer hopefully writes something like this. That's exactly what we are looking for. Thanks again. So by taking this four step approach, you will then connect and build customer report. So listen for keywords, use those keywords, no down and needs and concerns for later or just for your conversation that you're having right now. Reflect and offer a solution, take action. These are the four steps to building customer rapport. I'll see you in the next video. 17. Build Emotional Intelligence: Welcome back to the course. Now inside of this video, we are going to talk about something called emotional intelligence. How you can build that in order to understand your customer even better. Let's dive right into it. So building EI, which stands for emotional intelligence, is the ability to manage and understand your own and other's emotions. It's one of the most important skills for customer service professionals today to really understand how the other person feel and for you to try to control your own feelings when you are talking to an upset customer. So therefore, I'm going to take you through on how to building emotional intelligence in three steps. So first of all, what makes you feel negative emotions? So what triggers your negative emotions and reactions? Maybe it's from your childhood. People were bullying you and now you just want to stand your ground. Maybe it's a certain word or certain words that are triggering whatever it is you need to figure that out to become better at your job. So let's put this into an situation. Let's say that you are sitting in customer support and you are polite and you're saying hello, sir or hello, Ma'am, how can I help you today? And the customer attacks you and telling you that this new camera I bought from you doesn't work, helped me now. And you're feeling like, OK, you didn't buy this from me. I'm just sitting here in a customer service, tried to provide you with the best highest quality of service. I didn't sell this camera to you. So you could go on and trying to defend yourself and being defensive and telling their customer like, you don't know what you're talking about. I didn't sell you a camera. It wasn't me. Instead, you would like to be polite and you would like to ask them questions like, okay, what seems to be the problem with the camera? And they are once again trying to little bit attack you and they are saying, hey, the camera shuts down when I'm using it, you need to help me. Now. Now, there are a lot of feelings, a lot of emotions that can stand in your way here. So if something of this is triggering you, you need to write that down and try to remember that and work on those emotions. Next step would be to rethink how you think about the situation. Basically see it from their point of view. Now if you bought a completely new camera and every time you went out with your family or friends and you were trying to snap photos and you are trying to make movies and just create awesome experiences and memories with your new camera. The camera kept shutting off and you didn't know what the problem was. Therefore, you felt frustrated and you just wanted to throw that frustration at whomever is sitting on the other side of the screen or in person. If you go into the store and say, hey, I bought this from you, this camera doesn't work, it shuts off. I'm really frustrated right now. So rethink of how you see the situation and see the situation from their point of view. This, as you can see in the bottom left corner, this step might involve some troubleshooting and he didn't need to have patients here. But basically, as a support, you would like to write something like this or say something like this. I can see your frustration where empathizing with them here. We're seeing it from their point of view, which is very important to once again, connect to your customers. And I've had this problem myself before. If you've had this problem, then you can tell them this. Do you have a spare battery? The problem for me was a faulty battery. Please try it out. Once again. It could be some troubleshooting back and forward Haile trying different types of things to make it work, but basically rethink about the situation and see it from their point of view. Then of course, see the big picture, the larger picture. What's the purpose and the goal with this conversation? It is to solve their problem and leave them happy and satisfied. So therefore, we would like to make sure that we are fixing their problem. So see the big picture. Don't let your emotions ruling the entire situation. Don't let the people that are attacking you because they are frustrated, take the best out of you. So in three steps, how to build emotional intelligence is to figure out what's triggering your bad and negative emotions. And then rethink how you think about and see the entire situation. Tried to see the entire situation from their point of view, wouldn't you be frustrated if your cameras shuts down when you're using it? Of course you would be that. So try to see the bigger picture. What's the purpose and the goal from your point of view it is to help the customer become happy and satisfied with the entire experience of your company and your products and services. So this is the way how you build emotional intelligence in three-step. Let's move on in the course. I'll see you in the next video. 18. Improve Active Listening: Welcome back. Now inside of this video we are going to have a look on how you can improve your active listening skills to make your customer feel heard and respected. Let's dive right into the video. Now your first question might be, What is active listening? Well, active listening is the ability to fully focus on the words and the message that's being set. Active listening involves having eye contact, mirroring, smiling, being nonjudgmental, asking questions, and reflecting back what's being said. The goal is to make the speaker feel heard and valued. So fully focus on whomever is speaking or writing to make the speaker or writer to feel heard and valued that goal we'd active listening. So how do you improve your active listening? Well, let's have a look at it. Firstly, you would like to have full attention on the speaker, focus on the words and the message in today's age is really easy for us to lose our concentration and our focus with all the cell phones and everything around us that is happening. So it's very important for you in the first step to fully put your attention on this beaker. Once you have the full attention of the speaker or on-disk speak, rather, you do want to do one thing at the time. So that involves only listening. If you need to, maybe talk yourself, you're only talking. And if you need to write something down, you can always pause the client or the customer and say, hey, I just want to note that down. Don't write while they are speaking. Only do one thing at the time. Speak, right, or listen. Do one thing at the time. It's so easy, otherwise that you are loosing what they're saying, their message or the words, you're completely, you just get lost in the conversation and you can't provide the best service for them. So always do one thing at the time, Dan, note things down. This might be a no-brainer for you, but note things down to later. Ask question and reflect back at what they are saying so that they are feeling hurt, their feelings seen, they are feeling respected, and they connect to you in another way, it's easier for them to connect to somebody that is reflecting back on what they already have talked about. If they're using the same type of words that they're doing, It's way easier. So note things down, things that they are saying, the words and the messages and all of that good stuff. And remember to do one thing at a time, post them at any time. Then ask open ended questions. Don't assume that you have the whole picture. You need to ask a lot of questions sometimes to really dive deep into what their wants and needs really aren't. So ask for clarification. Ask a lot of questions basically. So what is open ended questions? Open-ended questions are like, why, what, where, how, when, which closed ended question would be something like, Do you like this or not? And then it's like yes or no. But here they can explain themselves in a little more way so you understand on how they are speaking. You understand their language, you understand basically the message more in detail on exactly what they want. So why is this important to you? What do you see in a bicycle or where do you want to go on vacation? Those questions are open-ended. Don't use close ended questions like yes or no questions. If you aren't in the end of the sales process, then you can. Would you like to buy this or not? Yes or no, of course, but ask open-ended questions when you are trying to figure things out. So there are four ways to improve your active listening would be to have full attention on the speaker, focus on the words and the message that they are telling you. Do one thing at a time. Only listen, only talk, or only write. Note things down to ask questions and reflect back later so that they feel heard, respected, and seen. Ask open-ended questions. Don't assume that you have the whole picture of after a few minutes of conversation or a few seconds our conversation, we always as human beings trying to Yom to different conclusions and assuming things, but ask for clarification. Ask them to clarify what they really want and what they need so that you can provide the best customer service possible. Okay, guys, I'll see you in the next video. Let's move on in the course. 19. Effectively Written Communication: Welcome back to the course. Now, inside of this video, we are going to have a look at effectively written communication on how you can write more effectively on your emails in shafts, et cetera. Let's dive right into it. So effectively, written communication is important to connect to customers in a way that leaves them calmer, satisfied, and confident in your company and brand products and services and all of that good stuff. So let's dive right into the steps on how to write more effectively. First of all, use a descriptive and specific headline to identify the conversation later. So use a descriptive and specific headline. Let's have a look at an example. So for example, you might be sitting in an email or in Schadt and the headline for this whole conversation, that topic would be settings. They're asking you about some settings. So you're just writing settings that are no go you have no clue whatsoever who you're writing to and what kind of settings it is that you are talking about. So therefore, an headline would be more descriptive and more to the point, looking something like this, settings issues, mark, Amir, and then a case number. If you're working in a company and you're not having case numbers are tickets numbers. You need to do this manually to keep track on all of your customers. So personalize your response, include the person's name. This might be a no-brainer, but is this so valuable to do this? Because then the customer feel seen, heard, and respected. So instead of writing high user, right, then high mark, for example, is if the customer's name is Mark or ask them for their name. Reread the email before sending it, ensure that you've answered everything. This is such a big problem today. I'm don't know how many emails, for example, that I've been sending companies with questions like I have maybe five questions and they answered 1.500 of those five questions. So I have to re-send an email and it's so irritating to do this over and over again. So therefore ensured that you've answered all of those questions. So instead of writing something like this high user, you have the settings all wrong. You just changed the settings to default and everything should be. All right. Good luck, Claire. Then you would just skip that just as skip the assumption of them knowing how to click to, to default all the settings, just skip all of that. That is such a bad answer. You would like to write something like this and just read it through, ensured that you have answered all of their questions. Hi, Mark. We understand your frustration connected a customer. Show some empathy. Below is the instructions that might help you to fix the issues. Click, click, type in, refresh and done. Please let me know if it worked out for you. Our cabinets date Clery. So next point would be, of course, to use points or numbers in your answers, make it easy for the customers to identify the steps. So let's have a look at the email once again. Of course we're using either bullet points or numbers for them to identify all of the steps in our email. Now this would make sense if it was instructions in this email. Otherwise, you can use colors to ensure that you have answered all of those questions. So if they're having maybe questions, you can then copy all of those questions, paste that in into your email and just below their question, you can maybe type your answer in red or in bold or something like that. So they see clearly that you have answered all of those questions. So instead of writing and sloppy email like this, assuming that they understand on how to put all of those settings into default, right? And descriptive email like this on the right. So in order for you to write more effective communication, you need to use a descriptive and specific headline. And this is so we can identify the conversation later. Let's say that this problem didn't solve itself in one email. You have to go back and forward to email or today's shaft, then having a case number is really important. Described the case with their number and the issue is also very important so that you can identify this later. Personalize your response. Include the person's name, always do that and then reread the email before sending it, ensured that you have all of the questions answered. And all of your answers use either points or numbers, or you can bolded text, or you can use colors. Make it easy for the customers to identify all of the steps. So these are the four steps to effectively written communication. Let's move on in the course. I'll see you in the next video. 20. Product Knowledge: Well done so far and welcome back. No. Inside of this video, we are going to have a look at what you need to know about the product or the service that you are selling for the company that you are selling for. So let's dive right into it. So first of all, solid product knowledge not only ensures you got the best 3x up your sleeves to help customers navigate. It also helps you build understanding about the experience of your customer. This helps you to improve both the customer's experience and the product itself. So this is a very important step in your customer service journey. So first step is price structure you would like, or basically you need to know the price ranges of the products. Now, if you're selling cars, you need to know what kinds of cars is within a certain type of price range. If you're selling so fast, you need to know that as well. It doesn't really matter on what you are selling. You need to know the price structure. Next step is to add availability. You need to know if this car is available or not. This car is available or not. This product is service. Are they available or not? You need to know the availability and you always need to be up-to-date with that so that you're not selling a product that is out of stock because the head is dangerous. That could be a lost client or a customer. Next up is technical details. If you, for example, are selling softwares, you need to know where the customer should click, where the customer should or can save. How to restart, how to download, how to change, how to type. Maybe it's in software that they are coding in their self. You need to know code, et cetera. So you basically need to know all the technical details on how to use a software or a product or a service. Next step would be the material if you're selling clothes, for example, let's say that you're selling jackets or normal clothes. You need to know if the arm is made out of letter, if the color is made out of for, if maybe the waist band is made out of cotton. And even if the jack is, is made in the USA or if it's made in Vietnam or on any other countries. But you basically need to know the material that the product is made out of. Product maintenance. What is this? Well, it's basically on how to treat. Lets say the jacket. Can you wash it? Can what degrees do you wash it in? Can you iron it? And so on. How do you treat this product the best way to ensure longevity and to not destroyed a product. Then shaping and delivery, you need to know shipping and delivery as well as customer support professional. So for example, free shipping over $50. Now, for example, if you're sitting in support and you're having a client and they're saying, okay, I have products now in my cart for $40 and you're saying, hey, you have free shipping and getting to the last part of their purchase. And they see, oh my god, it's a shipping rate here for $10. Us told me that there were no shipping over $40 and you don't know this, quite embarrassing to lose that client over that. So you need to know this. And then for the delivery, for example, it is one to three business days or if it's ten days delivery and so on. You need to know this stuff. Returns and a refunds, for example, 30 days return policies pretty standard, but you need to know if it's 15 days, 30 days, 90 days, 365 days, you need to know that. And then if it's fully refund for a faulty product or maybe it's fully rebound. If you haven't opened a product, you just need to know the policies here. And then if you just if it's some type of history of the product or the company, you would like to know that as well. I just made up a random story here and it can look something like this. The jacket was created by Russell and Michelle to ensure that all households could afford quality clothes at a reasonable price. Now this could be your product or your company's history. But if they have a history, you need to know that. So these are the steps that you need to know. Pricing structure, availability, technical details, the material, product maintenance, shipping and delivery, returns and refunds. And if there isn't history, the history of the product, and of course, you are having in the resources of all of the videos, you're having, all of these slides. So you can either note down things as you go through this course or you can just download all of the slides or you're having all the material at your hand in your device that you are watching this course on. Okay guys, now it's time for us to move on to the next video. I'll see you there. 21. Time Management: Hi there, welcome back to the course. Now inside of this video, I am going to give you an time management model which can help you to improve the process of managing your time to increase your productivity. So let's dive right into the video Now. First of all, what is time management? Well, time management is the process of planning and practicing control over your time spent on specific activities to increase efficiency and productivity. So how do you increase efficiency and productivity? Well, let's have a look at the model that I am using to do this. So first of all, you're having your to-do list, okay, So you are having a bunch of things that you need to do or feel like you need to do. Maybe on a daily basis, maybe on a weekly basis, a monthly basis, or maybe you're having a calendar, full-width things over a year that you need to do, then you're just writing all of that stuff down. Social media, video games, emergency work, small meetings, long-term projects, et cetera. Then you need a model to manage all of these to make sure that you're managing your time to do efficient and productive work. So this is the model. The model looks like this. We are having one column where it says urgent with that arrow down, we're having not urgent, we're having important tasks, were having not important tasks. And then you would like to do like this. First is your due must do's. So as you can see where the arrows are pointing out, we're having urgent and we're having importance, okay? And then we're having not urgent and we're having important. So the second would be Plan. Third will be delegate and then eliminate. Then you're basically using this model and you are firstly putting in things that you need to eliminate. So things as social media, for example, mindless socializing and video games. These might be no brain is for you. But these are things that we're doing. Maybe on a daily basis, maybe you're not playing video games with, maybe you're checking social media two to three hours every day. Maybe you're doing that in a lunch room, et cetera. So this is a way for you to do more efficient and productive work. So as you can see, eliminate is in a column of not important and not urgent. Just take all of those things that you have written down and put that in that call him. Then next up, you would like to sort out the things that you need to do to urgent and important stuff, stuff like close deadline. So if you're having a close deadline may be on a case at work, then you do want to prioritize that emergency work could be anything really. But if your boss say, Hey, you need to take care of this is emerging, then you need to do that and then last minute obligations. And then you just taking the second thing, which is the plan, could be long-term, important goals. It can be to improve the customer experience. Maybe you got some complaints, Abbas hay on your website is really hard to find where I can click here or do this and do that. I don't know how to purchase this product or how to how can I see the review? So yes, basically things that customer experience, how to improve that. And then long-term projects could be really anything but things that you need to plan for where you need to put in a lot of time and effort. And then third would be delegates. So it's not important, but it's urgent, but maybe it isn't urgent for you. It could be small meeting. So if you can delegate those, like telling people to go to this meeting and take notes because I have more important stuff to do, then that's a good thing. Or other people's personal life, for example, maybe your best friend broke up with somebody and it's just chaos and you feel like you need to be involved but you don't have time for it. So therefore, you need to say, hey, I would like to help you, but I can't do that right now. And some incoming calls and males now, this would be my list, but this wouldn't maybe be your lists. So you are taking your to-do list, you're taking this model and you're just putting in your to-dos, your plants, things that you need to plan, things you need to delegate and things you need to eliminate. And this will help you to manage your time to become more efficient and productive at work. Good luck you're having this model in the resources, so you can just click on the resources of this video. Click that link, download that resource. This model basically without all at Texas, stuff like that, so that you can draw it yourself later on or you can use this model yes, printed out and use this model for your to-do list to just become more productive at work. Good luck, and I'll see you in the next video. 22. Dealing with Upset Customers: Time to move on in the course. Now inside of this video, we are going to talk about how to deal with upset customers. Super excited, let's dive right into it. So dealing with upset customers is something that can feel very uncomfortable, but there's a thing that we need to do as customer service professionals. So dealing with upset customers effectively is a skill that requires you to focus on a solution rather than your feelings. Instead of taking anger and complaints personally, see how you can turn that upset customer into a satisfied and happy customer by focusing on a solution. So focus on a solution rather than your feelings is the key to deal with upset customers. So how do you do this in steps? Well, first of all, adjust your mindset. Their goal is to satisfy the customers. So before we going into any situation, we're seeing that OK, or hearing that the customer is very upset. We need to adjust. We need to prepare our mind to not act on our feelings. To, instead of act on our feelings, we need to try to see that, OK, the goal here is to satisfy this customer, to make them happy and wanting to become a returning customer. Basically, we need to help these customers. So adjusting your mindset to helping your customer is to first step. Second step would be to listen actively, to make customers feel heard and valued. So to having eye contact, to mirror what they are saying. Ask a lot of questions to reflecting back on what they are saying and trying to be really they're asking the best questions and figuring things out, not assuming things is the best way to go about this. So listen actively. Next step would be to use empathy, understand your customers truth, and how this could be a hard one because we are having customers every day that maybe we feel like OK, I don't agree on these emotions or on their truth. The thing is you don't have to agree with what they are saying. You just need to understand what their feelings are, What's true to them. And you need to reflect back on those things that they are saying. And you need to have the goal in mind with a solution to satisfy the customers. So just to understand how they are feeling, understand what's true to them and you will get a long way with dealing with upset customers. Now the next and the fourth step would be to take responsibility to focus on the solution once again, now it doesn't really matter if it wasn't you who sold that costumer, that faulty camera would have faulty battery. It doesn't really matter. You need to take responsibility. Tell the person that, hey, I'm sorry for this, let's find a solution for you that is really great. So taking responsibility, telling the client or the customer that, hey, I'm sorry for this. We will try to solve this the best way possible. Take responsibility. Their fifth thing that you need to do is to present a solution and using a positive language not feeling like, okay, it wasn't my fault. Well, let's just give them a solution. No, have a positive mindset, have a positive posture, like straight up and just telling them, Hey, I find that based on what you are telling me, this might be the best solution for you. So percent, uh, solution. So the five steps would be to adjust your mindset, to prepare your mind, to solve problems, to satisfy your customer. Listen actively to make customers feel heard and seen. Use empathy to really understand how they are feeling about what is truth for them. And always have the goal in mind by taking responsibility for whatever your company or product or service has done or hasn't done for your customer, and then present the solution and use positive language. This means your body language, and this means what you're saying or what you're typing on the computer. And you will get a long way with dealing with upset customers. And of course you're having templates on this. You can just download them here in the resources so you can look at them anytime you want on the device that you're watching these course on. Yes, download them and you'll have them in your hand. Good luck and I'll see you in the next video. 23. How to Amaze Your Customers: Welcome back to the course. Inside of this video, we are going to have a look and how you can amaze your customers by giving them something that they didn't expect you to do. So let's dive right into it. All right, so to amaze your customer, you need to do that little extra thing that the customer doesn't expect from you. Walking that extra mile for a customer is something that people talk about, remember, and comes back to. So doing that little extra that people talk about, remember and comes back to is what we are going to look at inside of this video on how to do. So. First of all, you need to pay attention to be creative. I am going to paint a little story here for you of an event that happened in a restaurant, in a fancy restaurant, high-end, classy, very expensive restaurants in New York City years ago. So there were a couple sitting there dining with chandelier is in the roof and they were sitting there chatting, having a good time. The thing was that the woman felt like, okay, something is missing here. My favorite beverage is missing. She loved the food, but she also loved her Dr. Pepper. So she brought her own Dr. Pepper. Now, if you were working in the restaurant, you would like to care about your customer to walk that extra mile and we're having a weight there. Who did yes. Debt. So she were drinking Dr. Pepper and then she ran out of Dr. Pepper. You can see that her glasses empty. So she has no Dr. Pepper whatsoever. So maybe she was feeling like, okay, I Maybe I should order some wine or a beer or something like that. Any other beverages? Because on the menu they don't have Dr. Pepper. But what happens next is amazing. The waiter comes in with a new Dr. Pepper and fills up her glass, which is an amazing story of an waiter who is walking that extra mile, who is really being creative. He was walking down in a kiosk or maybe on a welding machine, and he bought these Dr. Pepper from outside of the restaurant, come up to the restaurant and he was serving her, her favorite Babbage was, which was Dr. Peck, but which is an amazing story in an amazing way on how to be creative to amaze your customers. So my question to you is, how can you amaze your customers? What adds value to your customers? Are you working in a restaurant and you would like then to run down and buy their favorite beverage. What adds value to your customers? Let me give you some pointers here. The smartest way is always to start off by shaking your feedback. Shake in your review section. If you're having a reviews on your website, on the company's website that you're working within. Shake off what people are telling you about, on how you can improve your services and then deliver a possible. But first of all, give perks for loyal customers. What is perks? Well, give things that they are making something out of. So things such as referral programs, gift cards or discounts give this to loyal customers so that they would like to keep being your customer. This is one way to amaze your customers. So let's say that they're going in your clothing store and they found this T-shirt and this is awesome. But it says like 25 bucks in their field like, okay, let's go to the counter and let's buy this. And then when they come to the counter to say, okay, $15, awesome, because you are loyal customer, you're getting a discount awesome than they will be calming and returning customer for short. Another way to amaze your customers would be to do more than what you see. So giving extra products, for example, giving extra time may be asking them more questions and being really present with them could be one way or giving discounts could be another way. Or responding quickly to whatever they're having. So for example, responding quickly on phone, on email, on shaft may be they have an experienced earlier per email that they will get answers within two to three business days. But what if you are improving your customer service like with 100 percentage and you will be answering within two hours or something like that. That is awesome customer service. So the three steps to amaze your customers is to pay attention. Be creative, just like the waiter was with the Dr. Pepper. Take care about your customers and care about their needs and their wants. Walked that extra mile he saw in this woman that okay if she is bringing his Dr. Pepper, which is maybe an adult beverage to this restaurant where she is paying hundreds of dollars to eat food in. This is important to her to have her favorite Babbage. So he is carrying about his customers. And also my question to you is, how do you amaze your customers? What adds value to your customers? Think about it. Go over it with your boss. If you are your own boss, awesome. Write it down and try to like really do your market research chair, look through your reviews and what people are asking about you as a company to improve. This is how you amaze your customers. Thank you so much for watching this entire course. We are very happy to be having you as a student in this course. If you are having any more questions, please write into Q and a section. We will answer all of your questions within 24 hours. Thank you for taking this course. I'll see you in the next course. Bye. 24. Public Speaking & Presentation Explained: Hi, and a warm welcome to the public speaking and presentation Training Corps. Now in this lecture, you are going to be learning two major things. Number one, what's the difference between public speaking and presentation? And number two, what will you be learning in this course? Let's dive in. Let's start off by understanding what they are. First of all, public speaking is the ability to effectively communicate in front of a larger audience, to inspire, influence, and inform. Public speaking is first and foremost, a communication skill that's important to remember. Now presentation is a little different. It Presentation is the ability to explain a specific objective using visual aids, presentations are first and foremost informative and generally done in front of a small audience. So what is the difference between public speaking and presentations? Public speaking is a skill that you have and develop, and presentations is something that you create and do. So what we're going to do in this course is that we're going to be developing our public speaking skills, and we're also going to learn how to create amazing presentations. Now with that said, let's look at what you will be learning in this course. First of all, we are going to be learning about public speaking because we need to develop this skill. And the first thing that we're going to go through is overcoming the fear of public speaking is the biggest obstacles for all people who wants to learn how to speak in front of an audience and how to present. So we're going to start off by tackling the fear of public speaking. Next up, you're going to learn some public speaking tips, including the very foundation for effective public speaking. Then you're going to learn about one of the three phases to be effective at your public speaking. The first one being the preparation. Then you will learn about the opening. You will learn about the closing. These are the three most important cars to be truly effective in your communication skills as a public speaker. Now once you've learned all of this, you're going to learn how to create an effective presentation in five steps. And step number one is going to be understanding your purpose. Why are you presenting what you're presenting and why should your audience care? Number to learn your presentation effectively so it can be delivered in a way that your audience understands. Number three, you storytelling because it's the most effective way for your audience to understand your message and purpose and also to remember what it is that you are presenting. Number four, you're gonna learn how to use slice and create amazing presentations and avoid the mistake the 90% of all presenters make. Number five, you're going to learn how to effectively rehearse your presentation. And that includes all of the different technical aspects. So if you're ready, I hope you're excited. We are going to start off the very next lecture by tackling the biggest problem optimal, that is overcoming your fear of public speaking. Hope you're excited to see you in the next lecture. 25. Overcome Fear of Public Speaking: Hello and welcome back. Now we are going to kick-start discourse by tackling the biggest problem of the mall. That is the fear of public speaking, also known as stage fright. You might be one of the people who suffer, probably sphere, but trust me, you're not alone. Let's dive into now the fear of public speaking, also known as gloss. So phobia is a fear and excited that our fixed up towards 75% of the world's population. It is the biggest fear in the world ranking even above the fear of death, and that is huge. Now the really good new series that learned to overcome this fear and enjoying public speaking is a completely learnable skill, and that is what we are going to be looking at in this lecture. Now the first important insight to overcoming our fear of getting up on that station, getting up in front of people is understanding the difference between anxiety or excitement. Right now you probably felt excited before. You feel your heart rate increases. You feel the tingle, you feel the restlessness, mainly because you were going to hold a presentation or a speech or whatever it might be. Now the interesting thing is you probably felt excitement before too, and it was probably characterized by similar sensations. You felt your heart rate increases. You felt the teen girls in your body, the restlessness wash over you, maybe because you are going to meet a friend you haven't met, been awhile or go on vacation or something, you were excited about. The key thing to understand here is that whether you are anxious or whether you are excited, the sensations are the same, but the brain interprets them differently. So the key to understand or fear of public speaking is that the sensations that we're feeling are not going to go away. However, our relationship to these sensations are going to change because we are going to learn two, instead of being anxious, become excited. And that is going to have a dramatic difference to your relationship to public speaking. Now the first way to really deal with this is to understand that we are not going to be focusing on removing anything. We're not going to be focusing on removing our sensations, but rather learning how to handle these sensations that appear in our body. Now, every single time I get in front of this camera, this writer prompted me and speak to you. I get nervous. I've done thousands of lecture. I still get nervous. Just for steel gets nervous. Even great performers still get nervous whenever they step up on stage because those sensations are so common. But in the same way, if you've ever been working out, working out still hurts. It's still painful, it's still grueling. However, the first time you ever had a workout, you probably hated it. But after just a couple of weeks and a couple of workouts, your relationship to the pain change. Suddenly you started looking forward to the pain of working out because you understand that that pain means that your progress thing that you are seeing and feeling changes in your body. We're going to have the same change in relationship to our sensations there. Rather than thinking, oh no, I'm going to go on stage. I feel so nervous were oh, yes, we're going to go on stage. I am so excited. And that's a completely different relationship to the very same sensation in our body. So we need to understand that everyone gets nervous. Nervous being would feel these tingling sensations and our heart rate increasing, right? But we need to learn how to handle them. Change your relationship to them, not focus on removing them because that is going to cost us more anxiety and stress. So we need to learn how to handle this sensation and not tried to remove them. Because trying to remove these sensations is only going to cost you more anxiety and stress. We are going to change our relationship to it and learn how to handle it. Now the next thing we're going to do is we're going to be looking at our behavior and then learning how to reverse it. Because the chances are that right now you probably preparing for some sort of public speech or maybe you have been doing some sort of public speaking before and you remember that you really hated it when you really disliked it. Well, here is a key component in that. Everything that you did at that point probably reflect that, that you hated it. So the mechanics are pretty easy. We're going to look at what do you do before you go up on stage and reverse it. Because we already know that what you're doing right now isn't working. Simply reverse everything. And you're going to find that a lot of things are actually much easier to do. So for example, if when you go on stage, you close up your body because you are nervous, you put your arms around like this, will then open up your body. Open up your body language. If you notice that you're talking more softly when you're onstage, well, reverse it and talk more loudly. If you notice that your hand gestures are quite small, you drawn back, then open them up, reverse your behavior. And similarly, we're also going to look at how you can get excited rather than try to calm yourself down before you go on stage. That is a key component to overcoming your fear of public speaking. Because if you are trying to calm down whenever you go up on stage, well, then you are only trying to contain your sensations. But if you learn to embrace your sensation, you are going to feel much more excited about the whole thing. And you're going to have an easier approach going up on stage. You're gonna feel that excitement and bad energy and your audience is going to feel that with you. So finally, the last thing that we're going to look at is a priest speech ritual. Now this pre speech ritual is very important because it's going to determine your experience of your public speaking. Now, there's an interesting study that was made on people who perform public speaking. They took two groups. One group of people tried to calm themselves down before, during their public speaking. The other group tried to get excited before growing up on stage and during their public speaking. And guess what? Those people who tried to get excited, who went with the sensations instead of against them. They experience much less anxiety and nervousness up on that stage. And that is exactly what we are going to learn to do here. We're going to learn to create a pre speech ritual that is going to set the standard for when you go up on stage in a very similar way that simply by putting your workout clothes on, you're already priming your brain for working out. When you lay down in your bed, you're already priming your brain for falling asleep. And when you sit down in your SOPA, you're already priming your brain for relaxing. The same way a pre speech ritual is going to prime your brain to get excited about going up on stage. Alright, so we're going to look at a couple of different alternatives here. Now there are no right and wrong and you're also gonna notice that I've added in a couple of options for calming down. For those of you who might have something like ADHD where you really hyperactive. If you're extremely hyperactive and actually focusing on calming down might help you. But for 90% of you, if not more than focusing on just getting really excited is going to be the way to go. So one way is going to be visualize yourself succeeding just before it. You know that you have five to ten minutes before going up on stage, close your eyes and visualize delivering a fantastic speech and the audience getting excited. You can use positive self-talk. Tell yourself you're going to make it, everything is going to be perfect. You can listen to music and I'm talking about power music and music that makes you feel like, okay, let's go up on stage, let's do it. Don't put on Celine Dion or you know, that song from titanic because you don't want to pull your mood down, you want to pull the excitement up. So use some power music, something that gets you going. For those of you who are really hyperactive, you could actually meditate before, that's gonna work well. But if you are one of the other 90% plus, you're going to want to focus on getting excited. You could see a mantra. A mantra is just a way to relax the mind. You say something like the audience is going to love this piece. Audiences gonna love this speech. That's a way to help your mind relax, but also a way to get you excited and empower you with something positive. You could use a power post that if you could stand in a way that makes you feel empowered, put your hands on your hips, put your chest out, and just feel the power in your body. And you could also do some light exercise. I know a lot of people before they go on stage, they jumped down and they do a couple of push-ups. Now, understand that whether you're skeptical to things like mantras and power pose that by the way, no studies show actually makes people more powerful understand that it's not actually the music would in meditation or the matter that is the most important, the most important that you create the ritual. And that ritual is going to be something that reminds your mind and body every time that it's time to go on stage, time to get excited. We know we love this, we know this is gonna go really well. Eventually all you need is your free speech ritual before you go on stage. And that is going to handle feelings and turn them into excitement for you, and it's going to help you out a lot. So to summarize, we understand that the sensations for anxiety and excitement, or actually the very same there just interpreted differently by our brain. So what we need to do is focus on embracing those sensations and turning them into exciting energy rather than letting them pools down into anxiety, we understand that the goal is not to remove the sensations, but rather to embrace them and learn, handle them because they're going to energize us. They actually got cool us up. Trying to remove them is an anxiety in itself. I still get nervous before talking to you. So this just be sold to other people who go on stage. But that is an exciting energy. It wasn't at first, but it will become an IC will become for you as well. And then we're going to learn how to reverse or behaviors because we know that what we're doing right now probably isn't working. Do everything in the repurchasing, you're gonna notice that a lot of more things are going to be working and going to be easier. Finally, find your free speech ritual. Just choose one of them, stick to them, and then learn to anchor your mind and body that okay, time to get excited, time to go on stage. Understand that if you suffer from social anxiety and you also have a fear of public speaking is probably going to be more sensations for use is going to be harder. But understand that this is practice. This is a learnable skill who'd In the time embrace the sensations, be OK with your voice shaking and your heart beating because your body's going to learn to turn that from nervous and anxious into exciting energy. Alright, so if you are only to take two things away from this entire lecture, number one embraces sensations. Number to choose a pre speech ritual. Alright, now let's move on to the next lecture and look at some effective tips for public speaking. See you in the next lecture. 26. Public Speaking Tips: Hello again and welcome back. So in this lecture we are going to go over two things. Number one, the very foundation for effective public speaking. And number two, some important public speaking tips. Let's dive in. So let's start off by moving from the whole picture into the details. We're going to start out by learning the effective public speaking Foundation, also known as brief VRI F. That's an acronym and we're gonna go through those letter by letter. Now this is something that I learned from a very experienced journalist named Terry Hart and I completely agree with it. Now the first one, the B stands for believe. That is, believe in what you're saying and use your own words. Now if you're going to hold a public speaking and you're being given a topic by someone else, at least make sure that you're using your own words and your own views on what you're about 2% because if you don't believe in what you're saying, no one else will either use your own words, use your own view and the view. Because if you can be yourself and you can believe in what you're saying, not only is it going to be more fun, it's going to be much, much more believable. First one is the B, believe in what you're saying. Now, the second one is rehearsed and this is something that we're gonna go through more in-depth in an upcoming lecture. But rehearse practice in front of an audience. Stand up and create body membrane. Not first of all, if you're going to rehearse, if you're going to actually practice, then practice properly. Don't practice by yourself, don't internally do it properly. And the reason for that is because you want to create that body memory. You want to make sure that when you go on stage, everything happens automatically. Your body knows where to go, your body's comfortable, you are comfortable. In fact, a lot of the TED speakers are going to practice their speech 50 to a 100 times entire public speaking before they actually go on stage, right? So that just shows how much practice goes into. And that's because they weren't up field, relax and enjoy the experience and make sure that the audience does the same. We're going to go deeper in this, but number two is rehearsed. Number three is going to be interesting. Alright, now trust that what you're saying is interesting and important your audiences there for a reason, right? So that means that when you go on stage, don't think that no one cares about you. No one wants to listen to you. They do and they will, because they're there for a reason to trust that that research is good enough and interesting enough, all right, otherwise people wouldn't be there. So that's the third trust in what you're saying. Your audience really is there for a reason. Now the next one is going to be edits. Alright, be concise, focus on what's important and edit out all of the plot. So that means that if you're going to hold a presentation, you always want to go in a straight line. And that is your audience is here, they know little to nothing and they're going to learn everything and end up here. Now a lot of presentations and public speaking are gonna go like this because people talk, they go off topic, a lot of things happened and then they end up here. We want to make sure that we go a straight line directly to learning what they are interested in learning. So that means remove all of the flop. If you have a joke in there, if you have a graphing their width, you have information in your public speaking that does not serve its purpose. Remove it, edit it out because it's just flop. And then the final thing, the actual air stands for fun. And I love this one. If you enjoy what you're doing, your audience will not remember. We're doing this for a reason, right? Going up on stage public speaking, what might seem like your biggest fear, your biggest nightmare ever. It's actually a lot of fun once you get into it. And we spoke about this before turning anxious energy into exciting energy in it's important that we talk about things in that we do things in waste where we actually enjoy it. Because when it comes down to all of the techniques and everything, it's as simple as this. If you deliver something that the audience is interested in and you have fun while doing it. You are going to be a successful and effective public speaker. So make sure that you have fun. It's super important. And that is the foundation for public speaking. You're gonna get that as a template. Now, next up is arrive early, get comfortable in the room that you will be speaking. And this is an old trick, but it's very important because whenever you go into a new space for the first time, it's going to feel uncomfortable. That's just the way things work. And that's going to be a sensation. Now when we're learning to turn anxious sensations into exciting sensations, we don't want to make it harder for ourselves. Arrive early, maybe even go to the place a couple of days before if you can check out the place, be comfortable being there. Because that just means that you're going to have less reactive sensations when you're actually going to go on stage, right? Because you will be somewhat comfortable with it. It is an old technique, but it's definitely very effective, strongly recommended. Now, next up is vocal warm-up, and this isn't spoken about a lot. But when you are doing you public speaking, chances are you're going to talk a little bit louder than usual and that means that your voice might go out or you might get dry. So what you're going to want to do is to vocal warm-up, to strengthen your voice and also make it more durable and as silly as it is going to sound and look the Boko warm-up that I always do and that I recommend is one that's called the lip roll. And it's simply works like this. You are going to close your lives. And then you're going to just shoot out enough air. And then you're going to use just enough air so that you can make your lips vibrate. And then seeing a couple of towns and then go higher and higher until you can't go any higher, until it can't go into log lower. And then you're gonna do that twice. So it's going to look like it looks hilarious, but it's very effective because it allows your larynx to start vibrating and it loosens up your entire throat so that the air can move more effortlessly through your throat. And the chances of it closing down, clamping down and drying out are going to be much less. Let me too can have a stronger voice and a more durable voice. You go as high as you can until you can't go any higher than you go until you can't go any lower. And that's going to be one round and you do two rounds, It's going to take about five minutes, but it is very worthwhile practice. And if you feel too stupid, doing it on the actual set, will do it on your car ride over there. Just make sure that you do it because it makes a big difference on the voice. There is a reason that seniors warm-up for 30 to 60 minutes before going on stage. We use our voice not to the same extent, but similarly and we also want to warm it up. Alright, so vocal warm-up. Now, next step is to stay hydrated and this goes hand in hand with the vocal warm-up. Wanna make sure that our voice flows effortlessly. The air flows effortlessly in her throat. It doesn't close down, it doesn't dry out. So the easiest way to make sure that it's just a half a glass of water there. Just make sure that you are prepared. We're going to talk more about this in the preparation lecture, right? Be prepared. But should there be any water, there is a technique you can use. You can bite your cheek, just clamp down on one side of the T years like this bidet in and you're going to notice it, you're going to start to salivate and that salivating, it's going to help hydrate your throat and speaking is going to be much easier. So that's a kind of a little Public Speaking Secrets is some use, but most don't know about it. So first of all, having a glass of water ready, but if you can't for some reason or you forgot about it, bite your cheek and salivate. It's very effective. And then finally, you can use the Most people trick. Now, the thing with most people is that most people do not want to be most people, right? So fantastic way to make the audience feel special is to make sure that they are not most people. So you could, for example, say that most people do not take the time for themselves and their family to be here at this event and this speech. Most people do not invest enough in themselves to be here already. By then, you are making sure that the audience is not most people. In fact, the audience is the minority. They are the special one who invest extra much in themselves, who invest extra much in what they do. And we're going to talk more about this when we were talking about openers. But understand it's using the most people technique can be used anywhere in your entire speech is very effective. You connect with your audience and you make them feel special. So these are five effective public speaking Tip, whereas one of them holds the very public speaking Foundation. And you're going to have a template on that as well. Enjoy these, don't take them for granted. All of these are super important and very effective. Practice them, make them into your routine and sticking to them and it's going to elevate your public speaking ability. Alright, see you in the next lecture. 27. The Preparation: Hello again and welcome back. Now, in order to be an effective public speaker, there are three steps that we need to master. It is the preparation phase, the opening phase, and the closing phase, right? So in this lecture, we are going to start off by learning about the preparation phase. Let's dive in. So while the name, the preparation kind of explains itself, we're still going to go ahead and define it. So the preparation is all the work that needs to be done beforehand to successfully delivered a speech, it includes understanding your audience, having time to rehearse and diving deep into your topic. Alright, so let's check things off one by one. Now, the first thing that we need to do for our preparation is due or audience research. Because n, the successful delivery of free speech is going to be about serving the audience. It's not about you. It's not about Europe. Losses is not about anything that you say. It's about the audience getting what they're coming for. So to be successful with our public speaking, focus on serving the audience. So to successfully do your audience research, that means that you need to understand. It's going to be interested in a topic that you are about to present. So that means, for example, that if the, if the topic was about vegans or veganism or about the environment, your research is probably going to show that you're talking to empathic people, right? People who are very emotionally connected to something. Now however, if you're talking about, for example, a digitalised world or about, take chances are you're going to be needing very analytical people now, highly emotional and empathic people and analytical people, they're going to have different languages. One likes to talk in binary form, that is in numbers and in data. And the other likes to think in emotions and experiences. While this isn't black or white, you kind of need both to be successful. You probably want to be more dominant in one or the other depending on your audience. So too, do your successful audience research, understand the topic you're going to talk about, right? That topic into Google and then look at other public speeches on YouTube and check the comments. What are people saying? Look at books about the topic and then go into the reviews. What other five-star sing? What do they like about the book? What are the 123 Star saying? What do they dislike? Understand who the audiences and most importantly, understand what other people are missing so that you can fill that gap and become very effective in your public speaking. Now if you can serve the audience in a way that others have failed too, people are gonna love you. So we focus on serving the audience and we do that successfully by doing our audience research, by looking up or topic Online and understanding what are the audience saying and then learning how to serve them. Now, the next thing is going to be to rehearse properly. This is so important. So I have created some rehearsed guidelines that we're going to look at here. And you're going to get this as a template as well so that you can always focus on this one you need to rehearse. So let us look at the rehearsed guidelines. Now. First of all, you want to be completely ready, at least two days ahead. This is so important and you need to do what you need to do in order to be ready in this time. So if that means, for example, that your boss is going to tell you, hey, I'm sorry, but And we can't approve your works two days beforehand. Well, you kind of need to put that as a demand because you need some time to practice, some time to internalize and time to get that body information in. Otherwise you public speaking isn't going to be effective. So make sure that you're ready at least two days ahead. Now, first of all, you want to rehearse mentally when everything's ready. So that just means that, OK, here's all the work that I need. You just visualize that go through everything and when you see that there is nothing that needs to be changed or fixed when you are happy about that. Well, that's when it's time to really rehearse, like we spoke about before going in front of an audience. So you want to rehearse to times, bit day before you're actually going to go up on stage. And then the very day that you're going to go up on stage, you're going to want to rehearse three types. Now if you're doing your public speaking in the early morning, then just put these one day back, right. So rehearse three times the day before in two times, two days before. Now we need to understand the level of the speech you're going to be delivering. Now if you're going to be delivering this speech only once and then you're going to be happy with it. And it's probably going to be, you know, between 1020 minutes, then this rehearsed schedule is going to be fine. But remember what we spoke about before. A lot of TED speakers will rehearse the entire thing between 5100 times where you set the level is going to depend on what kind of public speaking that unions to do. And if you're going to be repeating this public speaking, so if you're going to have a one hour lecture that you know that you're going to be going on tour with. You probably want to have more rehearsals than what is being shown here. But if this is a public speaking that you need to do for you're working, you're gonna do it once and it's going to be peeped in minutes, which is probably going to be the case for most of you than these rehearse schedule is what I strongly recommend. So this is the cashflow rehearse schedule. If you have a massive speaking or you want to turn that into a career, you're probably going to want to put yourself at the pedal level where you've rehearsed in between 30 to 50 times the entire thing because then you can really go out on stage in Nali when you have an hour's performance up. Now next up, you also want to make sure that you rehearse in front of an audience. This is so important because we spoke about getting the body memory and so that you actually get comfortable about speaking in front of other people. So that is going to mean finding, sampling plans that are there to support you, right? So you're going to need them a couple of times, but a lot of people are happy to support the in what you do. Go through that material as if you were on stage. Don't just hold back because it feels silly too, because you're not actually on stage because there's not an actual audiences. Just your family. Rehearse properly do with ASCP really were on stage, move and act as if it's the real thing. Because that moving an acting and going through that material that is going to translate when you actually go on stage and when you actually go and do your presenting, right? So this is very important because what you do now is going to set the stage for when you actually go on stage. So do it properly now and everything will be easier later. That is why we do the proper rehearsing. And then finally, a couple of important key points. Now, first of all, rehearsed the opening a few extra time, who haven't gone through the opening yet, but we will. And you want to rehearse that a couple of times, extra. Rehearse the closing a few extra tank. We haven't gone through the closing at either. But once we've gone through those lectures, you're going to want to do them a couple of extra time because they are especially important for your public speaking. And finally, asked for feedback at the end when you're practicing and you're doing this in front of an audience, then ask that audience, that is your family in this case, or friends. Ask them for feedback. What did they think? It was the feeling they were getting. They may not be your targeted audience, but there's still going to get a feeling from you. And you want to be memorable, likable, and hold their attention. Alright? So those are some important rehearse guidelines. You're gonna get that as a template. Next up you want to prepare for hecklers. Now, what is a heckler? Now? A heckler Is someone in the audience who's going to make your time on stage. Top right, was going to ask tough questions or just want to embarrass you because you're on stage now when you're doing public speaking at someone's wedding or maybe at work or in front of friends, the chances of having a heckler are very small. But when you are doing proper public speaking, maybe in front of hundreds and thousands of people, and there's space for Q and a, or maybe there's not enough space for Q neighbor. Someone just makes your life tough for our asked tough questions. Be prepared for that both mentally and how to handle it, but also be prepared that there's going to be tough questions. Know those answers, right? What do you want to do is just look at what other people in this topic are doing, what people are criticizing them for. For example, check up your topic on Amazon, find books that describe the topic and look at the 123 star reviews and then look at what are they being criticized for and what are the top questions that they are answering? Prepare answers for those questions because chances are you might get them. And if you have answers for them, well then you know how to handle these hecklers easily. Now understand that if someone is giving you a hard time, never give them a hard time back. Be open, be humble, because that's how you want people to remember you and then answer the question best as you can. It's no bigger deal than that. Just be prepared for it. And then finally, we're gonna talk about Radical Acceptance. And this goes hand in hand with having anxiety and having a fear of going on stage again. Now we spoke about is everyone gets nervous, but don't judge the judging. Let me show you what I mean with it. So this is completely normal and this happens for everyone. And that is you're about to go on stage, right? You're sitting there, you've done all of your preparation and then your fear within you said, why did I accept this? They're going to hate me. And then your mind comes in and you kinda going to answer that thought. You're going to say, you know, I think I'll be fine. I did put in the practice. And then there's going to be another one your mind goes, why would people even listen to me? I'm hardly even interesting, offstage, harsh. And then your mind is gonna go, Well, the topic is pretty good. Maybe it will be good enough. And then once again, the fear comes in and says, what if my voice starts shaking where I can't stop blushing? And then your mind goes, I don't think I can do better than my best. I think. The key point here, the takeaway from this is that this, whether we call it fear on my, is just your mind that is playing the bad guy and your mind that is also playing the good guy. It doesn't matter. Our minds are created to judge what we see in front of us. And just let your mind talk to itself and solve its own problems. Don't judge the judging, then mind exists to judge. We don't need to judge that judging. So instead of thinking, why am I thinking is, Oh, I should be having positive thoughts though. I should be acting this way. Let it go. Take the mindfulness approach. Let the mind do what it does. Don't associate with it. Don't judge it as good or bad, is just going to have this conversation with itself and that is fine, has nothing to do with you. We don't need to participate in it or associate with it. Do your free speech ritual, get ready and just get excited and then go on stage. Alright? So once again, everyone gets nervous. Your mind talks to itself. You're not crazy, I'm not crazy. That's what our mind does. You don't need to judge the judging that the mind does. And these radical acceptance, it's severely going to help you when you're going on stage and allowed it to be a part of your preparation. Fantastic. So in the next lecture we are going to go through the opening. So now we know how to prepare for your public speaking. In the next lecture, we're going to go through how to actually open up the first thing you're going to want to do when you step on stage, see you in the next lecture. 28. The Opening: Hello again and welcome back. So in this lecture we are going to be learning about the opening phase. So that is basically when you first set foot on stage, what should you be doing? What should you be thinking about and how do you open as strongly as possible? Let's dive in. So while the name kind of gives it away, we're still going to define it. So the opening is the audience's first impression of you and your speech. It is where the audience decides whether they will be receptive and engaged to what you have to say or not. A strong opening sets the tone for the entire speech. So it goes without saying that you need to make sure that you open in the strongest possible way, that you can build the trust with the audience. And also to make sure that they are receptive and actually listening to what you have to say. If you open weakly, they're gonna turn up their minds and ears. And you are going to be speaking to a deaf audience. That's no fun. So let's learn how to open strongly, right? So the first thing we want to do is engage instantly. You want to remember your audience research. What was the result of that? Is seed, a highly empathic set of people, or are they, is it a highly analytical set of people? What are they interested in? What do they want to hear? Why are they there? So if you can give them pretty much what they are looking for or at least tease them from the very beginning with that, you're going to hook them instantly. So look at what your audience research gives you. And based off of that, use that for your opening. So based on that information, when you know what is going to grab the audience's attention, we want to move on to the next, which is to use a powerful opener. And of course we want to mix in that information from the audience research into the opener. So you're gonna get a template for all of these openers as well. But here are a couple of examples of different powerful openers. The first thing you can open with is most people. Now we spoke about this earlier as well, is something that you can use in your entire speech, but it is also something that you can open with this very powerful. So for example, you can say, most people are not ready to attend an event like this and then spin away from that. So what that means is that since people are obviously there, those people that are there, they are, and most people that's gonna make them feel special. We spoke about this before. Now you could also say most people live their life as if it had no expiration date. So what does that mean? Well, that means that now we're making, everyone realized that, hey, we are going to die one day. So with that realization, how are you going to use this information now you certainly have their attention because you're telling me, hey, you know, you're not gonna live forever. You're going, oh, that's right. Kinda makes the audience think a little bit and definitely grabs their attention. So based on the information from your audience research, you can use the Most people technique and mixing the information that you gathered from there with one of these openers. Now, let's look at a couple of additional openers. We could, for example, use the, what if this is a classic? What if we actually told people how we feel? And then you could spin away on the, you know, how are you, I'm fine. How are you? I'm fine. That's the definition of coal tar, right? But no one is actually telling. Someone else, how they're really feeling. We reserve that for special people. Now, depending on your talk, this a great way to break the status quo and break into the minds of the audience, right? Because it makes them react. You doing something differently. What if you got told you only have ten more days to live? Well, now people are listening because for going to the mortality question of life or death again, right? Everyone is afraid of dying, even more so public speaking apparently, but everyone is afraid of dying and their mortality. Everyone wants to live forever. Everyone especially wants to make the most out of their time. We can use that mindset to grab their attention. And then based on what we see next off of the audience research. So for example, let's say that we're talking about the environment. And I would open up with what if I told you you only have ten more days to label now the audience, listening and nursing. And in those ten days, you had the ability to make this world uninhabitable place for your children and your grandchildren so that they could live a full life to 80 or 90 years old. Would you do it? Now you certainly have their attention, right? So it's like, well, of course if I could spend my last ten days and make this place a better space for my children and grandchildren, Of course I would, but the question is, how am I going to do that? This is where you move onto your talk, right? So this is how you grab the attention. You base it off of the audience research that you do, and you open powerfully and you teach them. Alright, so next up, we also have the technique that's called Imagine, and it's just the way it sounds. Imagine jumping out of a plane, discovering that your parachute doesn't work. You're falling, you're falling, you're falling. You give up on life, you know, this is it. And then when you're so close to ground, your parachute suddenly starts working again. You land and you are saved, you get another chance at life. Would you live your life differently? Now, this is a pretty powerful opener, right? Because you are starting to imagine, wow, jumping out of an airplane, my parachute doesn't work. I'm starting to get shears, just thinking about that thought and then suddenly it does work and then you post a question. Would you live your life differently? Would you do something differently? This is very powerful because now the entire audience is imagine this scenario. They got the adrenalin shooting in their body and their attention is fully on you, and then you move on with your speech. Or imagine that the life you always dreamed of was actually possible. And then you go on and then based off of the audience research, your course created dream scenario that people are looking for. And then finally, we can use statistics and this is perfect for those analytically minded people, right? So you can say in this room, 99% of us will, and then you can bring out the fact it's going to blow everyone away. And you can say Look around you. Three out of four of every one you see in here would rather be dead than go up on this very stage and talk in front of you. Now once again. That's very powerful. So based off of your audience research, delivered the speech and mixing the opener that you see fit, and then grab their attention and deliver your speech. So if I were to say, look around you, three or four of everyone you see would rather be dead than stand on this stage. That's the perfect opener, right? If I were to have a public speak about public speaking or about the fear of public speaking, perhaps. So you need to base it off of the audience research. So you're gonna get these powerful openers as a template. Next up, you want to find common ground. You want to be relatable to the audience. So let's say, for example, that you have this really all guy who's going to talk about technology in front of a really young audience. There is a gap there. What you want to do is make sure that you bridge that gap. You want to bring something in that closest to gaps. If you know that these are young people working in technology and they're working hard and you're an older person. Well then bring in when you were at their age and you were working in technology and you were working really hard and the results that, that brought you and how things are different today, this makes you relatable because that means that even though you are in their eyes and old Gezer, You are now relatable. You are the same because you were, were they once where this is how you close the gap, how you find common ground. Similarly, if you're a young guy or girl and you are presenting in front of an older generation of people. So perhaps you're a psychologist, you're going to have a Public Speaking about empathy in front of a set of judges. Well, that means is you're going to have to close that gap because they're gonna think I'm older. So therefore, I'm Weiser. You need to bring in something to show that you are just as wise as they are and that you're just ask relatable. So it's very important to always find common ground with your audience. And then finally, we have ideas. First. Now this is very important. You want to present ideas and you don't want to focus on your organization, right? I believe that the CEO or the head person for the TED Talk calls 4G, which is when basically a presenter bores the audience by talking about the organization, the oral board. So you always want ideas to be presented first. So for example, if you were to be promotional, you would say, hey, we started off in our organization by hiring the best in the business. Already. Lost people because no one cares. Our organization has always focused on talented individuals who there's no reason for me to listen to this. We started expanding when? Maybe, but when you start introducing ideas instead, you would be talking about what you learned from this experience and then sharing these ideas. So for example, when we decided to hire only the best in the industry, we quickly learned that. Aha, now there's a reason for me to listen because they learned something and I want to learn that too. Having spent 30 years in this industry, I've discovered that, Wow, what did you discover? I wanna hear that we learn something pretty crazy just one year ago, it changed the way we did business forever. You see when people learn things, when you learn things or even your organization and you share that learning, you share that experience and that idea that is going to engage our audiences, share ideas, share learning experience, do not share organization material or sell promotional material. It's going to bore people and you're not serving the audience. We always serve the audience first. So to summarize, first of all, engage instantly and focus that on the audience research. Use a powerful opener you've already been giving a set of templates is in the resources. Find common ground with your audience. If there is a gap in between there, you need to close it by becoming relatable and that always present ideas. First, dopey cell promotional, share what you have learned and your audience is going to be very interested. So in the next lecture, we are going to go through the closing, the third and final part of its successful public speaking. So, see you in the next lecture. 29. The Closing: Hello again and welcome back. So in this lecture we're going to be learning about the closing, the final phase of your public speaking. Let's dive in. So as always, let's start off by defining it. Now, the closing is the final part of your performance. It determines how your audience will remember and feel about your speech. A week ending results in a week speech, and a strong ending results in a strong speech. Now that's the funny part about this because a lot of the time, what an audience will remember culprit comes to you. And the public speaking that you did is going to be based off of the end of that speaking. Alright? So that means that if you ended it in a very strong way, they're gonna get a positive impression and then have a positive impression over your entire public speaking. It's not very fair, right? Because you might have been speaking from our and what the remember Mostly it's going to be the introduction and especially the ending, but that is how the human mind works. So we need to make sure that we end as strongly as we can. We're going to learn how to do that in this lecture. So first of all, we want to signal foreclosing. And we're gonna signal because this is another way to grab their attention when we're going to tell them that, hey, we're about to move towards the end. So whenever you're doing public speaking, you're going to notice that at first you get all of their attention and we open strongly in you're going to hold your attention, but it will vein a little bit across your speaking. That's just how the mind works, is going to wander. However, you need to make sure that when you open you grab their attention hard and you make a strong impression. And then at the closing you grab your attention once again, and then you end strongly. And the first way to grab your attention is to signal that you're about to close. So how do you signal for that? Well, you can start off by saying, for example, so I'm going to close this presentation with a and then feeling whatever it is that you are going to be doing. You could also close by saying, let me close by saying and then saying something. Or you could use, we'll arrive at the end and then say something. We're now, all of these are different ways to signal that you're about to close. You could also use a visual aid. Now we're gonna talk much more about using visual aids in the upcoming lectures where we're going to learn how to create presentations, right? How to use a visual aid like slides in order to improve your public speaking. So on that visual aid, on that slide, it could say, for example, we have arrived at the end of let me close by saying, or it's time to say goodbye. Whatever it might be rigid, might just be an image that symbolizes that we're moving towards the end. As long as you signal that, Hey, we're approaching the end because then you grab their attention again. Very important. Next up, we want to review the main points that we have had across this entire public speaking. Okay, so we want to summarize in a couple of bullet points, usually what we've been talking about and what they have learned because we forget easily and we want that summaries. We walk away from there with the value. We remember the value that we have been given by this. Speech, right, that makes for a happy Audience. So we're going to summarize what they've learned. And usually the easiest way to do that is using slides, which we're going to learn how to do in the next lecture and using bullet points and using very few words and summarizing everything more about that in the upcoming lectures. And then we're going to leave some space for Q and a. Now you're not always going to be allowed to have a. Q and a, for example, during the TED Talks, they usually do not allow for Q and a. So you need to make sure that you know what the requirements are, what's allowed and what's not allowed. We're going to talk more about this in the upcoming lectures as well. But if you're gonna use a Q and a, leave at least ten minutes for that. Now, should you have no questions? Which is rare? Well then at least it's better to end early than it is to emulate. You never really want to end late. This just going to annoy people and that's going to turn this entire week ending. So if you're planning on having a Q and a leave at least ten minutes. So that also means that if they should stay for longer will then that is going to be on the audience. And you make sure that the rest of the audience, you're free to leave should they want to. Q and a, very important, and then a lasting Angkor knot. This is so important where we close in a powerful and remember terrible way. So let's go ahead and look at a couple of very powerful closers that you can use. Okay? Now, the first one is a call to action, right? So you've had your speeds and now there is something that you want them to do. So, for example, here's an outline that you can use with that said, the only way to turn and then you add in the purpose of your entire speech into a reality is by and then the proposed call to action, we need to make the right decision today. So for example, you could set with that said, the only way to turn a proper healthcare into reality is to actually care for our patients. We need to make the right decision today. So that would be a way to end that. Ok, if we want to have proper health care, we actually need to care for others health than proposing, Of course, you had a speech that health care today is more about treating symptoms and not treating the human as an example. So you're gonna get these as templates and you can feel these in yourself. Now, the next one is going to be the contrast techniques. So for example, now the choice is ours. We can either choose to blank or we can choose to blank. I know what I'll be choosing. So you could for example, say, now the choice is ours. We can either choose to live for the future or we can choose to actually start living today. I know what I'll be choosing another one. And then we have, for example, the story technique. And this is something that we're going to dive deeper into the upcoming lectures when we learn how to do presentations. Alright? So you could begin a story during the opening, for example, or in the presentation, and then use the revelation of that story as your closing. Now, we're gonna look at that in a couple of lectures on how to actually create stories and then how to end with that revelation. Now stories can be used as short stories, but it can also be used across your entire public speaking. More about that in the upcoming lecture. And then finally, we could use perhaps the most classical of them all quotes. So of course we always want things to make sense and be relevant singles for quotes, we can say, nothing haunts us like the things we don't say Mitch Album or take criticism seriously, but not personally, Hillary Clinton. So whatever is appropriate for the public speaking, you're doing the quote that ends powerfully and remember before your audience. So I'm going to turn this into a template in the resources you can download it and then just apply them to your own public speaking. Makes sure that it's relevant and that it's powerful. And of course, based off of your audience research. Alright, so what have we learned? Closing? First of all, we want to grab their attention once again, by signaling for closing. We want to review the main points of what they've learned so that they walk away from here feeling like they've got m value. We want to leave at least ten minutes. If you're going to have a Q and a, make sure that you know beforehand and also prepare, once again for heckler for those tough questions. And then we want to end with a powerful closer with a lasting anchor so that they will have a positive memory of your speech. Now if you close power pulley, that is going to be the strongest memory that they have of your public speaking and of you. And if you want to be appreciated, perhaps invited back, or perhaps you're doing branding. This is the best way to do so you want people to like what you do and what you share. And now you know how to prepare, how to open and how to close. Now in the upcoming lectures, we're going to be looking at how to actually create presentations that is, using visual aids to actually guide them, mean speeches through a story and taking them where you want to take them in order to deliver maximum value and do the best performance is possible. So hope you're excited to see you in the next lecture. 30. Create an Effective Presentation in 5 Steps: Hello again and welcome back. Now in this lecture, you're going to learn how to create an effective presentation in five steps. Let's dive in. Now the first step in order to create an effective presentation is going to be understanding your purpose. Now, why are you presenting what you are presenting? What is it that you want the audience to know? What is the call of action that you want them to take. Why should they be listening to you? Understanding your purpose is going to set the entire tone for your entire presentation and it's going to map out everything you need to do. So is the very foundation of an effective presentation and that is understanding your purpose. The first thing that we're going to be diving into in the very next lecture. Now, next up is going to be your plan. Now, what do you need to include in order to get this purpose across as well as possible, how are you going to structure it? How are you going to deliberate all of the planning that is needed to effectively delivered this presentation to the audience goes in, in this very step. And then step number three is going to be the story. Now, using a story is so important because it audience And it speaks in a language that they can understand and that they resonate with. Now you're going to learn how to use short stories in order to get your point across. And also how to use a big story across your entire presentation so that you can open it. The actual opener that we spoken about before can be a part of a story and then be ending the closing can be the revelation of that story, right? So we're going to learn how to structure the entire story from the very beginning to the very end in step number three, and then step number four, we are going to learn how to create effective slides. Now, slides are those big images that you see in the projector screens, for example. Or if you have them at work, for example, slides are effective visual aids in order to help you present your story and your purpose more effectively. We never focus on slides themselves. Slides are not the purpose of your presentation, but rather they are an aid for you to use your purpose to serve the audience better. We're going to dive deep into that in this lecture, you're going to learn everything from getting its likes program to structuring and using it to percent. Alright? And then finally, how to rehearse. And we've spoken about how to rehearse before. But here we're also going to be looking at the technical aspects. For example, if you are going to be doing a presentation in front of other people, what do you need to bring with you? Do you need to have any adaptors? What, what are going to be the technical challenges? How do I practice when I have a visual aid with me? All of those questions are going to be answered in this lecture and make sure that you use the slides as an aid and not ask them main attraction. So first of all, we're going to start by setting the very foundation. And that is understanding your purpose. Because if you don't have a strong purpose and a strong foundation, you probably want to scrap the entire presentation. So let's dive in. 31. Step 1 - Purpose: Hello again and welcome back. So in this lecture we are going to set the very foundation of your entire presentation by understanding your purpose, let's dive in. So what does understanding your purpose mean? Well, it means to understand why you're presenting what you're about to present. It allows you to focus on your presentation to effectively fulfill and support that purpose, right? So if you understand from the very beginning why you're about to present something, then you are able to structure the entire presentation based on that purpose. That is going to be the best way to serve your audience and deliver an effective presentation. Alright, so let's take it from the very beginning. And that is why, first of all, you need to find your y's. Why are you presenting what you're presenting? So let's look at a couple of very important questions. And you're gonna get these as a template as well. And don't take this for granted. But it's important that you do these exercises, right? First of all, why are you speaking to them? This is not a one liner. I mean, really think about why are you speaking to them? Why is the purpose that you have, the message that you're about to deliver, so important that you need to take up their valuable time to deliberate. That's number one. Number two, why is it important? So you might have a reason to be there standing, but why is it important enough for them to actually do something about it? Number three, why should they listen? How does it actually affect them, right? What's the unit for them? Remember, our focus is still on serving the audience. But if we can structure our understanding so that our purpose is not about us, it's about them and how it can serve them by answering these three, why questions than the entire presentation is going to be taken to the next level. Because then we can structure the entire presentation based on this understanding. So this is going to be in the resources or answered. These wi's very important. Next up we have the call to action. What do you want them to do? There's a reason you're standing up there, I do delivering something. So the call to action is going to be to structure your presentation to support the action that you want them to take, right? So you have a purpose, you're delivering that purpose and you're serving the audience something that is going to make them happy or fulfilled them in some way. And that could be a global cost, that could be making the world a better place. Why, what's in it for them? Well, then their children actually gets to live a good life and they actually get to get have grandchildren, et cetera, et cetera, showing that there is value in it for them. Now the call to action means that they actually have to do something for this purpose to be fulfilled. So now we understand two things. One, we need to understand our y's, why we're doing what we're doing and to we need to understand that there's probably some action we want them to take. What is that action? So the best way to summarize all of this into fully understand your purpose is to create a distilled message, right? So we're going to distill that needs to be concise to kind of summarize your purpose into a clear, concise message does still just means to filter, to remove all of the plot and be really clear with what is it that you want. So in order to do this. In order to create this distilled message, we have a template and this template is going to be in the resources completely free for you to use, and I strongly recommend that you do. So the template is going to look like this. Thanks to my and then the presentation, the audience will understand and then the purpose of your presentation and respond by, and then the call to action that you want them to take. So here's an example of using these templates. So for example, thanks to my presentation on share it, the apps based on subscription models, the audience will understand the difference that they can make in other's lives. Respond by subscribing. Now notice that we have checked everything in air, thanks to my and Ben presentation and what you're actually doing the presentation about and that is chaired the apps based on subscription models, the audience will understand the difference that they can make in others live. That is the purpose, right? In realizing that the audience can change others life and respond by subscribing, that is the call to action that we want them to take. So this is how we use the template to get our distilled message and really clear picture of what is it that we're going to do the presentation about? What is r, the purpose, and what action do we want the audience to take it so much easier to create an effective presentation where we have all of these clear from the very beginning. Now, let's go ahead and look at another example. So, for example, thanks to my speech about emotional intelligence in hospitals, the audience will understand that healing is not limited to medicine and respond by being more empathic and actively listening. So once again, presentation, thanks to my speech about emotional intelligence, that is the presentation, the audience will understand that healing is not limited to medicine. That is the purpose, right? There's the purpose message. We're trying to get out add respond by being more empathic and actively listening. That is a call to action that we want them to make wanting to be more impact we can actively listening to their patients. This example, of course, would be directed to talking to doctors. For example, you always need to understand your audience. And this audience research would be based that hey, my audience is going to be filled with doctors. I can talk about how they treat their patients, right? All of that still holds completely true. So to summarize here, first of all, find out your y's and there's a template on this and answer the wise, then understand what is it that you actually want them to do. And when you have these two clear, you move on and you use the template to create your distilled message. So you understand what your presentation is going to be about, what the purpose is going to be and what the call to action is going to be that you want them to take, you make it into clear and concise message. And then we are ready to start planning in the next lecture because then we have the entire foundation in front of us. So don't move on to the next lecture until you actually filled out that template. All right, so go ahead, fill out that template is in the resources and I'll see you in the next lecture. 32. Step 2 - Plan: Welcome back again. So now that we understand our purpose, it's time to move on to the second step, to understand how to plan according to that purpose, to create an effective presentation, let's dive in. So what does planning actually mean when it comes to your presentation? Well, it means to decide what to include and then how to structure that content. Make sure that the plan serves the purpose. So we are going to learn how to do just that. The first thing we want to do is to brainstorm. We want to write down everything that's relevant to our topic and to the purpose of our presentation, right? We already know what the presentation is about. What the purpose is that we want them to learn and understand. And what the call to action is that we want them to make. Now, everything that applies to that distilled message that we created, I want you to brainstorm it using the template that is in the resources and write down everything. Everything does complete the relevant. Don't care about the order. Don't worry if it's not relevant enough, just brainstorm, write it down. If you have someone to do this with, please do. And then once you have your paper in that template filled with ideas and content, that is when we move on to the next step. But first of all, we want to brainstorm and get all of the possible ideas out there. Can't be too much here. Then a next step we want to actually structure all of the content, all of the ideas that we have written down. That means that we want to put the topics in a logical and effective order. Remember what we spoke about when it came to narration. So we want to start in a logical order and then have some sort of revelation at the very end. Well, the same thing goes here that if you're trying to explain a purpose and bring out the message to best serve the audience. How did they learn this the best way in most of the cases that is going to be starting from the whole picture. That is, look at the big picture first and then as you move on, go into the details and never start with the details is too complicated for the mind. So always start with the big approach, the big picture approach, Start with talking in general terms and then moving into increasingly much more details as you go. And then of course, we also want to make sure that the structure of the presentations supports the action that call to action that we want them to take and that needs to be put towards the end, right? That is a part of the Revelation. And then next up, we want to go through the edit phase. Remove what doesn't serve your purpose. Remember, we spoke about this earlier when we talked about the very foundation for public speaking, we spoke about the very added step, right? That meant be concise, focus on what's important, edit out all of the plot. And that is exactly what I want you to do on this step. So that means that first of all, we brainstorm, we'd just bring out all of the different ideas, all of the different contests. We write them down in the template that's included. Next up, we structure it would put it in a logical order where we go from general big picture turns into increasingly much more detail where the revelation and the explanation is at the end. And then we edit out everything that doesn't serve the purpose that just isn't relevant, right? So this is how we streamline and plan for an effective presentation. So go ahead and follow these three steps, brainstorm structure, and then edit out all of the plot. And then we're gonna move on to the next lecture where we're going to be learning about stories and stories. We're going to be talking more about navigation. And you're also going to see in a story there how important that is. So see you in the next lecture. 33. Step 3 - Story: Hello again and welcome back. So in this lecture you're going to learn how to use stories in your presentation. Now there are two ways to go about this. One, you could use a story that spans across your entire presentation. We're going to look at how to do that. And number two, you can use many small short stories that enhances your purpose across your presentation. We're going to look at how to do that as well. So this lecture is about stories. Let's dive in. So why do we use stories? Well, stories help you communicate your purpose more effectively and much more memorably, presenting a story chronologically that is according to a specific timeline, with bits of information scattered throughout the presentation, we'll grab and keep the audience's attention. Now we've been using storytelling for centuries because it captures the human imagination and it works as a memory tool. It's very hard to remember bits of information, but put those bits of information into a story. Then suddenly instead of remembering five different things, you only need to remember one thing. That's the story. This is how memory techniques work, and that is why storytelling is so effective and is especially effective and powerful in presentations because it feels like the audiences getting so much more value. Remember what you've been saying. So in order to do this, there are five different steps in order to create an effective story. So first of all, we need to create a connection. Then we need to have an aeration and explanation, persuasion, and then finally a revelation. And this is the way most of his work. You can have less of something, you can even skip something, but most of the time, all of these different parts are going to be included within a story. So we are going to be looking at them one at a time. So first of all, what does it mean with Connection? Why do we need to connect with our stories? Well, we want to earn their trust, that is the audience's trust and turn them into our allies. Make the presentation a shared journey. You have to remember that when you're doing a presentation, especially if it's in front of a large audience. You are standing there on stage and they are seeping over here, right? So you're on stage, they are over here. And remember, most people are more scared of being on that stage where you are then of actual death. So that means that there's not a lot of connection between you two to begin with. However, if we can create that connection, especially where they store it, well, that's going to be fantastic rice because then you're closing that gap and your relatable to the audience. And you're gonna get your purpose, your message across much easier. So here we can go ahead and we can create a big story across their entire the presentation. Or we can use many short small stories. We're going to look at an application for both. So there are a couple of different ways to go about this. First of all, you could use this as an opener as well, by the way, or in the middle of your presentation. You could use a personal story. Share a personal story to help the audience relate and connect to you. Remember, you always want to be relevant. So for example, if you're speaking about the environment, you want to speak about a story, a personal story that you experienced that has to do with that topic. So if it's about the environment, for example, then share your experience when you saw the massive glaciers smell and how the global warming has been. The Earth and the results of that that you've seen this is powerful because this is from you personally. You saw this, you experienced this for if you're adopted one other doctors to emphasize more on actually actively listening and share a story where you actively listen and the results that, that got, how much faster those patients recovered, et cetera. Now, then we can also use stories that use humor. Humor is really powerful because laughter relaxes the audience and bonds them to you. Now this is sensitive, right? Because you don't want to use humor to juice loft your topic away. You have a purpose. So make sure once again that the humor strengthens that purpose. Not everything in life is very serious, but we don't want to joke away our purpose and our message and our call to action either. So make sure that you use these willingly and understandably to connect to the audience and don't kill your entire purpose by making it into a joke. Alright? And then we also have the crisis technique, and this is very common when it comes to TV. You've definitely seen and heard this one before. Describe a shared crisis. Relatable drama is attention-grabbing and connecting. And this is why the news uses all the time, right? Because it's almost impossible not to listen when they're speaking of some sort of crisis. Maybe the forests are burning, maybe some species are going extinct. Again, we have the global warming. Maybe more people than ever are using drugs. Maybe technology is starting to impose on our personal information and using it against us, whatever crisis it might be. You can use this midway in your presentation as a short story or you can use it as a big story, right? But crisises, that is shared relatable dramas, very powerful, especially so as an opener. And then we also have failure. Now is share your missteps. Everyone loves an underdog, right? So sherry story, when you, for example, had a different beliefs. So let's say that you are talking in front of an audience, that you know that these are going to be skeptics will then relate a story of when you were a skeptic, right? And then all of the mistakes that you did, of course, make this non-offensive to the audience and then share how you change things up and how that change do. Now this is kind of a personal story as well. You're gonna notice that a personal story can also have humor. A personal story can also be crisis. You can have a failure in the kind of meld together, but use one of these different themes or use all of them as different short stories and add them through out your presentation. It's very powerful. Remember it's much easier to remember a story. So this is how you store is to connect with our audience. Very important. Next up is narration. So what does an aeration means? It needs to create a logical flaw with your story that builds towards a call of action. Now let me show you an example of this. I'm going to show you a story and I'm going to read it to you and then I'm going to explain the value of the narration here. So this is a classic, by the way, a father took his boy to a toy shop. That boy got away from his data, found a statue of a man made of balloons. The boy looked at it for a minute and then he drew back his face and hit the balloon, met as hard as he could. The man fell over and then popped right back-up. The confused boys backed up and looked at him again, and then hit him again as hard as he could. And again, the man fell over and again, you pop right back up. The boy's father walked around the corner and saw his son hit the balloon mad. The father asked this on why do you think He comes back up when you hit him and knocked him down? That boy thought for a minute and said, I don't know. I guess it's because he's standing up on the inside, right? So we're going to use these stories in more examples, and we're going to use it to dissect it in different ways. But for the purpose of narration, understand that we're starting from the very beginning, a father took his boy toy shop, right? And then he got away from his Dan and then he finds this balloon that and starts hitting it, right? And then the story goes on. The balloon pops right back up and then he hits him even more, is confused. And then is that asks him what he thinks it pops back up and that's because he's standing up on the side. Inspirational, right? But if I would have told you that now let me tell you a story about when a boy with a balloon man, and then he realized he was standing up on the inside. Now if you give away the ending in the beginning, people have nothing to listen for. It's not interesting anymore. So now ration means you put everything in a logical order and you build up to that climax where we get the revelation, where we get the aha. That is why He did it or, oh, wow, that's inspirational. You'd get a resell, a value for having listened to the story. If you give that value right away in the very beginning, there's no reason to listen to the story. So narration is key to understand how to build your story. Always put the buildup in the beginning and then the client makes the big ending towards the very end because then they get value for having spent their time listening, narration, super important. Right? Next up we have explanation. Well, explanation is where we get an explanation to the story. For example, once again, using this very same story, the explanation is that the end because he's standing up on the inside. So we have an inspirational story that we all can relate to. What we need to make sure that it is relatable to our topic as always. So it's very important that we get an explanation because the erratic behavior is why does the boy keep hearing him again and again and again? What is the point of the story? I don't understand it. Then comes the explanation. Ha-ha. Value always makes sure that the audience understands the story, they get an explanation for it. Persuasion. Now, Persuasion means to convince someone of something is very important because we're going to convince them of the value of our purpose and eventually to act on that call of action by winning either their heart or their mind. So persuasion is its own art of when we're using storytelling is a very good idea to either focus on winning their hearts. That is, the emotional side, like the previous store. It was an emotional story or winning their mind. That is, when we show them with the data that there is nothing to be worried about. So for example, using the hearts would be In the previous story because he's standing up on the inside. That's inspirational. Using the mind would be, for example, showing the numbers to the audience. That, for example, let's say the topic is about flying and fear of flight. You could showcase that, hey, there is about this many more accident. I don't know if it's ten or a 100 times more accidents, more car accidents. Now Flight accidents, that is winning their mind and they go, wow, I'm not scared of going by car, but I am scared of flying. Why? When it's so much more dangerous to go by car, right? So that is winning their mind. Understand how you use your persuasion and the only way to understand if you're going to win their hearts or their mind is going to be by your audience research, understand your audience. But again, every story should focus on either winning their heart or their mind. It's not black or white, but focus on one or the other. That's going to be the dominant Persuasion way. But finally, we have the revelation and the revelation is important and it can also be used as the closure. So we've been speaking about powerful closures before and we spoke about beginning of story during the opening or mid presentation and then use the revelation as the closing. So to use the previous story as an example of using this as a powerful closer. What we could do is that we could have this story. And then as an opening, we could have started off with telling them the entire store from the top to almost the bottom here. Then let them there. We teased them because at the end here, the father asked why do you think it comes back up when you hit him and knocked him down? And then you go silent, and then you move on with your speech. You leave them hanging. This is called a cliffhanger. Alright? So then at the end, when you signal for closing, that's when you go ahead and you reiterate, you go back to your opening story and remember that boy, you kept hearing the balloon man. Well, and do you remember when his father asked him Why do you think it comes back up when you heat them and knock him down? And that is where you go for this as a closer and you say, well, the boyd thoughts from him and he said, I don't know. I guess it's because he's standing up on the inside. And now the audience got the big revelation and go, oh, wow. Now again, this is just a story for this example, and I'm showing you how to divide a story into different bits. Each of these paragraph could also be scattered throughout the entire presentation to get the first paragraph in the beginning of the second midway, The third one towards the end, and then the last is the revelation. You can do this your own way. Just make sure that every single story that you use and serves your purpose. All right, very important. So that's it. That is how you create an effective story. And remember, you can use many small stories and you can also use a large story that's going to income pass your entire presentation. You can open up with the beginning of a story and then give them a little bit of the information of that story throughout your presentation and then end with the revelation. Alright, but follow these five steps to create effective stories, even if it's just short stories to be using in your presentation is very effective. It helps them remember things, helps them visualize things, and also helps them appreciate your message and purpose. Much more. Great. Let's move on to the next lecture. 34. Step 4 - Slides: Hello and welcome back. So in this lecture we're going to move on to step number four, where you're gonna learn how to create slides. That is the visual aid for your presentation. And this is a step where 90% of all the presenters get it wrong. So we're gonna make sure that we get it right. Let's dive in. So let's start off by understanding what slides are. Now. Slides are the visual aid for your presentations and for your public speaking. They are used to better illustrate points, improved communication, and remind the audience of points that have already been made. Slides are always of second importance to your story. This is super important to understand because we, in the previous lecture, we spoke about stories right now, slides are always a support means to support those stories. They are never the main attraction and that is the mistake that most presenters may remember. Slides are and will always be a support to. Otherwise your audience is going to get really bored, then there's no reason for you to be on that stage doing that presenting. So let's look at how to be effective with our slide. Well, the first thing that you're going to need is a slides presentation program. And depending on what kind of computer you're using, you're going to have different programs available for you. Let's go through that first of all, because that's the very foundation here. So we know the different operating systems use different slide presentation software. Let's look at a couple of different. So a lot of you are going to have a normal PC with Windows on it. Now if you have Windows, chances are that they have Microsoft PowerPoint installed. Now if you have Microsoft PowerPoint installed, then that is what you're going to be using and creating your slides are right. However, if you are a Mac user, like I'm on a Mac right now, then you're gonna have Keynote available for you that is going to be the slide presentation software. And if you don't happen to have either one of them, because I believe that today you have to pay for Microsoft PowerPoint. You might not actually have that. Or for some reason you don't have Keynote available for Mac, but you should. Then there is still an option available. And that option is from a open source software, meaning that the source, the program is actually public. So open source means that is free. Whereas with a Windows, that means that you have to buy the Microsoft PowerPoint. And with Mac, even though keynote is free, it still means that you have to buy a Mac computer, right? But with the open source, that just means that it doesn't matter what you're using, you can just go ahead and download that program. It's free. And that is Apache OpenOffice impress. So that's complete freeware. And the great news is that I'm going to include a download link. So if you want to download that, if you don't have a keynote or Microsoft PowerPoint, you can download Apache OpenOffice impress, and then create your slides there. Now when it comes to actually using these programs, don't worry about it. We are not going to be wasting time going through how to create titles, how to add in images, and all of that, when all of those things are already so clearly explained by the creators themselves. So if you have PowerPoint, for example, Microsoft PowerPoint, I'm gonna link to Microsoft own website where they show you exactly how to use powerful how to find PowerPoints. Template, how to use them, how to customize them, everything. I'm going to do the very same thing for key knows that it's for you Mac users out there. How to create a presentation, how to edit that presentation, How to find different themes, et cetera. All those tutorials are in here and of course also for Apache impressed how to open up different themes, how to edit them out to add entitled images. All of that is in here and you're going to find those links in the resources. So that means that going through those links, we can get on the very same patient effectively start creating slides together right now. So now that we have that foundation, we're gonna move on to the next thing. What is to follow the guidelines for effective presentations, right? So it's not just about creating, grabbing a BMR template and then just going hard at it right there. And then think that that's going to be a great presentation. Now, you need to understand your purpose and then you need to structure things very specifically so that you have a good presentation. So there are some guidelines for that, and these guidelines are also in your resources as a template. So let's go ahead and let's start by looking at those guidelines. So some guidelines for that takes are going to be, first of all, 123 bullet points. Because when it comes to presentations, less is more, right, 123 bullet points. And that little bullet that you see to the left there, that is what makes it a Boolean points. You want the font size to be big, 72 to 128. Because if you have a large audience, Well, you want everyone in the back to see what you have read and as well, right? So you need to make sure that your font size is big. Avoid effects because when you're up there you're presenting something. All of those effects, they're just going to detract from your message and waste time. You want people to focus on you and not focus on the effects. And then you slice to illustrate and remind, remember there are only a supporting tool. They're never the main attraction. So that is some for the text. Now, let's talk about the images. First of all, one image at a time. Don't that in multiple images, certainly you could adding up before and after image that is going to work, but understand you have to then minimize the texts. So preferably most of the time, one image at a time, images must be your steadies to create the commons. That is the public space where you can grab any picture and use or license would attribution, meaning you might buy an image or you might use an image based on attribution, meaning you're free to use the image if you attribute the owner. So make sure that when you're using images in your presentation, that you are using them legally. And the easiest way is to use Creative Commons images. That is what we do. And I'm going to show you how to do that. Next step, you want to use full bleed images. So what is full bleed images will unfolded images is an image that covers the entire screen just like this. So this is how you want your images to look when you are creating presentations, right? And then next step, we want to make sure that we follow the guidelines. So for example, now we're using a full bleed image is covering the entire screen checked. Then we want to make sure that we're using the right font size. And here we're using font size 100. And then we want to make sure that we're using three bullet points. And here we go, we're using three bullet points. So this is going to be the essence of a presentation. Notice that it is extremely simple. We have wonderful bleed image. We have a large font size and we have three bullet points. So that means that whether you're in the front row or in the back row is small or large audience. Everyone is going to be able to see that. And this is only a support for your purpose and for your distilled message so that you can deliver all of that power by yourself. You want people to focus on you because you are a much better communicator than a slider, right? So you slide as support and keep them simple just like this, less is more. So now where do you find images like these? Well, it's very easy. You can use websites such as unspliced.com. That's a very common website. You can also use a website like pixabay.com. Both of these websites are going to be in the resources where you can access them. And this website works through the Creative Commons license, meaning that the images that you use there are going to be in the public space. And three for you to use, meaning you can use them in your presentation. Just make sure that whenever you click on an image that's going to be a small bit of license there. You can click on that license just to double make sure that it's in the public domain space. Or using a Creative Commons, meaning you're free to use it however you wish. Those are the easiest kinds of images to use. Those are the images that we use as well. And it's not going to cause you any legal issues. Perfect, so now we understand the slides guideline and they will also be in the template. Now next, we want to avoid death by PowerPoint. Doesn't matter if you're using impressed or Keynote. It's still called death by PowerPoint. And this is what I told you about in the beginning of this lecture, that most people get this step wrong, right? They use the slides in a terrible, terrible way. The key to effectively using slides is understanding to keep it simple and that less is more. This is very, very important because let me show you an example here. So say for example, if you're doing a presentation and you were to use the story that we used earlier and you create a slide for that and it looked like this. Now, how many in the audience Do you think we're gonna be focusing on new or focusing on that bunch of takes. And how many do you even think cared about reading about the text? And what about those people in the back row? They're not even going to see what it says on the screen. Now compare that to this one, for example. Now, this one is very cleared with the picture and it's very clear and simple with the three bullet and the large bond. So we always want to go with the one to the right here because this is what's going to create effective slides for you that is going to be supporting your message, pour it in your presentation. And this is the most common mistake of all. That is death by PowerPoint, adding too much text and then making it way too complicated. So don't do that. So here we are at the end of this lecture and at this point we understand how to use the slides presentation program. You had everything in the Resources. You can either use it for Microsoft PowerPoint or Keynote or for impress, right? And you have tutorials on how to add in height those themes, pictures, everything. Next we have the slides guidelines, how to actually create effective slice once you've got the program and you understand how to use the program, follow those guidelines. And then you understand what death by PowerPoint is, which is what 90% of the presenters do today. You don't want to do that. Keep it simple. Go ahead and go to YouTube and watch the TED Talks by the best presenters. You're gonna notice that a lot of them are using slide and they are going to use full bleed images, large fonts, and a maximum of 123 bullet points because it's the way that simple that works. Alright, so this is how you effectively create slides for your presentation. Let's move on to the next lecture. See in step number five, the next lecture. 35. Step 5 - Rehearse: Hello again and welcome to the fifth and final step in creating an effective presentation. Now, this lecture is about rehearsing, and I know we spoken about rehearsing in previous lectures. However, this one is going to be a little bit different because now we also have slides, a visual aide at play. So that means that we need to understand the technical parts as well and add that to our rehearsing. Let's dive in. So let's start off by defining this various steps. So rehearsing, rehearsed to make sure that you know your topic? No, the requirements and are ready for technical difficulties. Because I promise you, if you are going to be presenting a couple of times, technical difficulties will appear. So the first thing I want you to do is to review the preparation lecture. Now, everything we went through in their holds true here as well. It's a great lecture. We've gone through it in a previous lecture. Go through it, watch it again, understand the audience research, how to rehearse properly with the guidelines, how to prepare for hecklers, and then using your Radical Acceptance, right? Remember the mind kind of talks to itself. All of that still applies here. So watch that lecture once again, it holds the key to effective rehearsing. Let's move on to the next step that's unique for these kinds of presentations and that is to review the requirements. First of all, make sure that you're not missing anything. And that means that every time you're doing a new presentation is going to be specific requirements. There's going to be some do's and don'ts. So for example, if you look at the requirement to do a presentation at a TED talk, there's quite a few things that you are allowed to do and that you are not allowed to do. So, for example, you're not allowed to have a Q and a. You need to make sure that you have a specific license. You can only be a certain length, I think is around 18 minutes or something. You need to have certain at technical parts with you yourself. You cannot use your AMP system for hooking up to their projector, et cetera. We need to understand what the requirements are so we don't prepare as a part of our presentation to have a ten minute Q and a, and then you are not even allowed to have a Q and a. Right. So then you just leaving a 10-minute spacing, they're no good and you're wasting your practice to an actual presentation that you're not going to be able to perform. So make sure that you review the requirements and especially the technical requirements, because they tend to be different based on the different places where you will be at. So next up, you want to understand the tick. So when you're presenting slides, let me instead we're using technology and technology without a doubt, will fail at different times. And understanding how to repair those failures and how to work around them is going to be key. Also, different places have different requirements, are rather different technology that's going to work with the technology that you're using. So prepare for different failures and mistakes and make sure that you have all of the technical equipment with you that you need. So let's look at a checklist. And the first thing we're going to look at is going to be the hardware. And again, this is going to be a little bit different depending on if you're using a PC or if you're using a Mac. And also where you were holding your presentation. First of all, you're going to want to make sure that you have a charged laptop and preferably that charger with you. Because if your laptop is not charged, you go in there and you have no possibility of charging. Well, then the person who is going to be very wrong, if you're using a Mac, you probably want to have a USB-C to USB adapter. Because sometimes when you're hooking up in some sort of projector or big screen, they're only going to be used, be compatible. And Mac kinda have their own system is also a good idea to have an adapter that goes from US BC to HDMI and USB-C to VGA. Because that depends if you're using a projector or if you're going to be using a screen, if it's an old one or if it's a new one. The only thing we know is that Mac tends to not be very adaptable when it comes to other technologies. So having these adaptors use just with you in your bag is going to be such a step forward, incoming, prepared, or write to, I recommend that you have those with you. And then also there's the question of using a USB stick. Sometimes when you're presenting, you'll be using someone else's computer and they want you to keep your presentation on a USB stick and then stick that into that person's computer and then review it from their emperor sent from there. But that also means that you need to understand that if you are using a Mac and you have created your presentation and you're slicing keynote. They are a Windows user, they are not compatible. So that means that you need to convert your keynote into a Microsoft PowerPoint file so that you can add that to a USB stick and then put it in their computer Emerson from there, just be prepared and know the requirement. And when it comes to hardware, if you have a Mac, I recommend that you get these three different adapters and always make sure that your laptop, it's Chart. Next up. We're going to review the software that's going to be needed. First of all, you want your computer to be updated, whether that's a Windows or a Mac, it doesn't matter. Just make sure and you go into the system, pause and see that it's updated. Because if there is a key update coming out juices, you're holding your presentation, they are updated and you're not well, there might be some glitches there and it's just not a good idea to make sure that your updated before you close your computer and bring it with you. Next up this slide presentation program, you want to make sure that that is updated as well. Because if there are changes or bugs that are coming at you, you want to go ahead and make sure that everything is up-to-date. And finally, it's a really good idea to use the Do Not Disturb Mode. You've probably been to presentations where they're presenting and suddenly you're a pop. And then there's some more writing to them unless injure or they have a low battery error coming up or some other notifications popping up on their computer that they don't want people to see. That can all be filtered and removed away by using the do not disturb mode on your computer. Now, if you're using a Mac and you can tell from here, for example, that I am using Keynote for this representation. Now if you're using a Mac, all you need to do is go to the upper right, up here, you click on this little three Logo button here. And then all you need to do is it's going to look like this, where you're going to scroll down and this will appear and you click on Do Not Disturb. Now if you're using a Windows computer, go to the lower right corner, and then there you are going to have this little Mm-hm. Icon you click on there. And then there's going to be a form of notification mode that you can use alarms only, something like that unless they updated. I haven't used Windows for a while, but that's the equivalent of Do Not Disturb alarms only. So click that on and make sure that they are on before you do your presentation. And this checklist is going to be in your resources as well. So that is, those are the three things that you need to keep in mind when it comes to the Rehearsing for your presentation. Number one, you have most of the meaty information in the preparation lecture. So review that one number to review the requirements, make sure that you understand what is expected of you, what you are allowed to do, and what you're not allowed to do so that you can adapt your presentation according to that. And then number three, Understand the tech. Makes sure that you have everything that's needed, make sure that your computer is prepared, and also make sure that you know how to hook up into a projector. For example, if you have no idea how to do that, then arrive early at the set, make sure that everything works. And if it doesn't well than there is time to repair that technology is going to fail. Make sure that you are prepared if you have some friends takes, I will then ask them for help and show the hardware, connect my computer into a different screen, and then just play around with that until you understand it. Deeper projectors and different screens are going to have different forms of installation. But the more you know, the more experience you get, the better you will be to repair this kind of technical difficulties and don't worry about it. They will appear there. Ok. Just be prepared and be on time so that you can make sure that should they appear early, there's time to repair them. So that was the fifth and final step in how to create an effective presentation. See you in the next lecture. 36. Thank You!: Now, first of all, a massive thank you to you from me and from Jasper for taking part in this course, in joining us in this journey, we had such a blast creating this course and we hope you have had just as much fun taking the course with us. Now, if there's one single thing that I want you to remember and take away from this course, it is that being an effective public speaker and presenter is a completely learnable skill. If you have any questions whatsoever, we are always going to be available in the Q and a, and you can ask us anything and we're going to reply to you within 24 hours. Now remember, talking in front of an audience gets everyone nervous. I even get nervous before talking to you, but that is completely normal. What we need to do is change our relationship to the sensations and that comes through practice. So practice, practice, practice. And when you have any questions whatsoever, feel free to contact us and we're more than happy to help you out. Once again, thank you so much for taking this journey with us. We hope to see you again in the future. Thank you and bye-bye.