Unit 4 | Speaking Skills Video
Transcript:
Speaking Skills
SPEAKER: So, as you can see on the chart, um, here (fumbling with chart), um. It shows that our recent advertising campaign resulted in a (squints at chart, trying to figure out what it says) forty...no...thirty percent increase...no, decrease, no. No. That's...that's increase. Um. Which as you know, pretty, pretty good…over...overall. And if we project out to the next quarter (fumbles with chart some more). Um. Um—well, let's just say...let's just say that it gets (giving up on finding the right chart) better. Um...so...is there any questions?
Wide shot of all AUDIENCE MEMBERS, clearly confused, all raising their hands at once.
Shot of SPEAKER, letting out a big, overwhelmed sigh or lowering his head in embarrassment.
VO: Speaking. We do it every day. In conference calls or meetings, personal conversations or public speeches. Formal or informal, these situations require a certain set of skills. In many of us, they are also cause to be nervous.
According to the National Institute of Mental Health, three out of every four people suffers from some level of speech anxiety, usually involved with public speaking. Stick them in front of a crowd and they start to sweat.
EXPERT: A lot of people are afraid of speaking in public. Much of that anxiety can be alleviated by preparation and practice, however. Speaking—whether it's to a customer over the phone or to thousands of people in a crowd—is a learned skill. You can improve your speaking skills, and that, in turn, will improve your confidence.
VO: Think about some of the most effective public speakers throughout history. What made them such great communicators? Was it their confidence? Their charisma? Their choice of words? Their delivery? What qualities did they all share?
For starters, they all knew their audiences. Regardless of whether you are delivering an impassioned address on the courthouse steps or simply giving directions to a coworker, any speaking situation requires that you know your purpose and your audience. Set clear goals for what you want to accomplish, and cater your speech to the person or people you are addressing.
For example, if you are a surgeon describing a patient's condition to a nurse or fellow doctor, you would likely take a different approach than if you were describing it to that patient's family.
Likewise, a presentation on a new product delivered to two or three colleagues requires different skills than a public announcement introducing that same product to a crowd of thousands.
Demonstrations and large public speaking engagements are not part of most people's daily work life. But that doesn't mean that we aren't all required to use effective speaking skills. Take a phone call from a customer, for example...
CUSTOMER REP 1 (speaking in a bored monotone): Yeah, this is the help desk. What'dya want. Mmmm. Mmmhmm. Name? Name? (louder, annoyed) What's your name?
VO: Or this...
CUSTOMER REP 2: This is the help desk. Name's Rob, my friends call me Gator...long story. What can I do you for today? (pause) Uh huh. (pause) Oh man, that's terrible. Did you try kicking it, because my sister-in-law—she lives in Massachusetts, right outside Boston—woodsy area, very beautiful. Anyway, she had that problem and she just kicked the thing. Almost busted her big toe. Called me and asked if she should go to the hospital, but I told her all they were going to do was put some tape on it and then charge her three hundred dollars for it...hello? Hello?
VO: Or this...
CUSTOMER REP 3 (hurried, annoyed): Help desk. Yeah...You’re going on hold.
VO: Not too helpful, as it turns out. And probably not good for business either. But there are several skills and techniques these individuals can use to be more effective communicators over the phone.
For starters, you should always be professional. That includes being courteous and respectful, such as saying “please” and “thank you” whether you are talking to a customer, a coworker, or a supervisor.
In addition, pay attention to your voice. Control the rate and volume of your speech by monitoring how quickly and how loudly you talk. Be sure to enunciate clearly, making your words clear. And vary your pitch and tone to show energy and emotion. Don't speak in a monotone.
Let's try to help this customer one more time.
CUSTOMER REP 4 (bright, cheerful): You've reached the help desk, this is Gina speaking. What can I do for you today? Oh.... Okay.... I see.... Right. I'm sure that would be very frustrating, but I think I know what the problem is. Let me see what I can do for you. But first, can I get some basic information from you?
VO: Of course there is a difference between talking with just one person or even a small group of people and giving a presentation or speech to a crowd. But the rules for being confident, professional, and respectful still apply. There are a few more tried and true strategies for winning over a crowd.
EXPERT: Everyone knows about leading with a joke or a story — as long as it's an appropriate one. Humor can go a long way toward holding an audience's attention, but there are lots of other things you can do to keep your listeners invested.
Using body language, for instance. You don't have to pound on the podium, but try to appear animated and energetic without being distracting. Also, try to maintain eye contact. It's difficult to do with a big audience, but it's important to look at the audience instead of burying your head in your notes or staring at your feet.
The most important thing you can do, however, is prepare. Get all of your materials ready ahead of time and practice. The more prepared you are, the more confident you will be, and the more effective you will be as a speaker.
VO: Being prepared often means bringing the right tools. Most presentations will benefit from the use of an accompanying visual display, whether it's a video, slide presentation, or a hands-on demonstration. Using slides, images, charts, graphs, and samples not only helps reinforce your message, it also makes the presentation more interesting for the audience. In addition, it can keep you, as the speaker, focused and on pace and help boost your confidence.
SPEAKER: So, as you can see, our recent advertising campaign resulted in a stellar thirty-percent increase in sales, which is something we can all be proud of. And if we project out to next quarter (clicks to next slide) we see that increase is expected to double yet again, resulting in very positive gains and putting us in a good position for the fall launch. Are there any questions?
Shot of AUDIENCE MEMBERS nodding to each other, clearly impressed. One AUDIENCE MEMBER raises hand and SPEAKER points to him.
AUDIENCE MEMBER: Terrific presentation. Very impressive. I'm just curious. How confident are you about these numbers?
SPEAKER: I am very confident.
SPEAKER smiles, continues talking, answering more questions, but muted.
VO: A well-organized presentation, a lot of practice, and a little confidence can go a long way toward making you a more effective speaker. And becoming an effective speaker can go a long way toward building a successful career.
Take a moment and consider the following. Why do so many people find public speaking difficult? What strategies have you used to overcome speech anxiety? Are there particular careers where effective speaking skills are more or less important? How has technology changed the way we present information, in regard to public speaking?