Create Your Communications Experience

The Top Ten Best (and Worst) Communicators of 2005

This year's List of Top Communicators highlights the best and worst from business, politics, entertainment, and sports - take a look to see how communications skills helped make or break these notable individuals.

    

The Ten Best

1.            Steve Jobs – a unique, energetic and dramatic business presenter - his MacWorld announcements have become an anticipated experience, with this year’s unveiling of the video iPod a classic Jobs job.

2.             Oprah Winfrey – she has had her own TV show since she was 21, and has never been better. Open, vulnerable, funny and compassionate, Oprah has become a conglomerate largely because of her communication ability and larger than life presence (even when she lost weight). She also launched Dr. Phil, an outstanding communicator who wasn't on this year's Top Ten list only because he was #1 on last year's list.

3.             Pope John Paul – the Pope has departed, but not his memory, nor his dramatic impact on the world. Although infirm in his later years, his forceful and energetic speaking and travels changed millions, and left a legacy that will be remembered.

4.             Condoleezza Rice – she didn’t rise to the top just because of her advice to George Bush. This Secretary of State has always been a great communicator – articulate, firm, smiling in adversity and animated. And she plays classical piano to boot.

    

5.             Patrick Fitzgerald – this prosecuting attorney did an outstanding job in well over an hour of announcing the indictment of Scooter Libby. He did NOT use a teleprompter, but he talked without a non-word in detailing a lot of details! Very impressive (see post from 10/28). And although controversial, because of his powerful and persuasive performance, not one peep of commentary attacked him.

    

6.            Charles Schwab – “Talk To Chuck” is their new ad campaign, and there’s a reason for it. Chuck Schwab is likeable and trustworthy – the key marks of a person who connects at the emotional level. He is all of that, and for his consistent display of values and success, he deserves a spot on the Top Ten Best.

7.             Bono - a true rock star both in and out of concert venues. Direct, charming, and endlessly energetic – he is known for bringing world leaders together (from the right and the left) to make philanthropic miracles happen. Time Magazine took notice and noted him as a Top Person of 2005.

    

8.             Janet Parshall – talk show radio host of Janet Parshall’s America, she is quick thinking and glib, yes, but more. She takes controversial issues and communicates with respect, power and grace. Having seen Parshall speak at conferences, she is even more animated and energetic in person. If you get the chance, don’t miss her. There’s a reason Talker’s Magazine listed her as one of the all time Top 100.

9.             Nido Qubein – a remarkable success story, Nido arrived in America as an 18 year old with $50 in his pocket. He worked to go to High Point University in North Carolina, where now he is President. He has had a remarkable first year, while also working as Chairman of Great Harvest Bread Company, and several other organizations. A major philanthropist, Nido rose to success from speaking, both professionally and in business. 

10.         Malcolm Gladwell – although known for his books The Tipping Point and Blink, Malcolm is also a great communicator in person. A storyteller with a wry wit, he is in demand continuously for corporate business conferences, and at very high fees! He also deserves a place on this list because of the profound importance and impact of his book Blink on the unconscious communication process. And it’s a good read.

    

The Ten Worst

1.             Michael Chertoff – the Secretary of Homeland Security is number one this year and only partly for his role in the FEMA incompetence during Hurricane Katrina (after all, he is the boss.) Primary problem - he does not inspire, and never has. It’s not just because he is always backing and filling in WHAT he says about FEMA’s problems, but he does not inspire confidence in HOW he says it. He was never a good communicator, and in appearance alone, is aquiline in feature and harsh of tongue. No warm or fuzzy feelings here, and the things that come out of his mouth do nothing to counter his uncaring appearance. The experience of Chertoff is not positive.

2.             Jeannine Pirro – In August she announced running against Hillary Clinton for her New York Senate seat, and as she read her announcement she lost a page, asked “does anyone have page 10?” and then left a 30-second excruciating pause while she fumbled around. Maybe her campaign didn’t end with that major error, but she dropped out of the race a few weeks ago. First message: Don’t read speeches! Second message: When you lay an egg, acknowledge it, and move on.

    

3.             Michael Brown – the ex-Director of FEMA took most of the heat for the messed up operation, and deservedly so. At least from what he communicated. He was not forceful or direct, lacked eye communication and had little animation. Which probably reflected his leadership – although we don’t know that for sure, we always infer the experience of the leadership of a person from the experience of their communication.

4.              Mark McGuire – poor Mark McGuire. If only he had been more prepared and coached for his Senate testimony in the steroid hearings. Eyes moving like a scared rabbit, he stiffly invoked the Fifth. Perfect example of how we believe what we see, and not what we hear. If he was that uncomfortable at the plate he wouldn’t have hit even ONE home run, much less 70 in one year. This was a strike out.

    

5.             Martha Stewart – despite a banner year for Martha – out of jail, two new television shows, and a new magazine – she’s among the worst. Though not quite as stoic as she was pre- incarceration, her mannerisms and lack of expression result in a communications experience that is aloof and tedious, rather than warm and engaging. And when you contrast her version of The Apprentice with that of Donald Trump’s, it’s easy to see why she was cancelled, while he’s casting his next season. 

    

6.             Lee Raymond  – CEO of Exxon/Mobile gives us another strike out in televised Congressional hearings. Mr. Raymond is symbolic of the stonewalling that has been unfortunately forthcoming from the oil companies in the wake of outrageously high gas prices. We all want someone to blame, and it is so easy to blame the Oil Companies when we have CEOs testify in a stiff, unanimated and obfuscatory way. They could use some expert training for such an important performance.

7.            Angie and Markus – these two finalists from Seasons 3 and 4 of The Apprentice were fired by The Donald because of their lack of communication ability. Angie was just unfortunate – her nervousness did her in as she stumbled and umm’d and ahh’d through an executive presentation. Markus was totally unfocused, and unfortunately for him hilarious in the process. Here are two people who beat out hundreds of thousands to get on the show, and when the pressure was on, did not know how to communicate.

    

    

8.             Harriet Miers – another case of where we are saddened when one’s shining moment is eclipsed by a lack of communication ability. The time to learn and practice is before the spotlight is on. In stark contrast to preceding and successful candidate John Roberts, poor Ms. Miers seemed lost in the process of her nomination for Supreme Court Justice, and left almost no choice but withdrawal. The image that is symbolic of her short campaign is one of sitting almost orphan like at the end of a couch while waiting for an interview. We want and respect more confidence, force and energy from our leaders to be.

9.             Tom Cruise – a perfect example of overdoing it (a la couch jumping on the Oprah show). Though  well regarded as one of Hollywood’s most talented and successful actors, he takes his profession to the extreme, and remains a thespian off camera. His every word, movement and laugh appears methodically contrived and rehearsed – even in candid interviews. There is nothing natural or trustworthy about him. 

10.         President George Bush – The problems of the President would not go away if he was a great communicator, but they might be at least cut in half. President Bush continues to be inconsistent in his communications (see posts from 12/18-19), and only adequate in the informal and casual. In the formal settings (which are when we most often see him) he IS formal, and does not connect with the listener through eye communication and smile as past presidents have. On the contrary he continues to appear awkward and stiff, and he does not read teleprompters well. Not good for a President.

Don't be forgotten!

How much does anyone remember from the average business or technical presentation? Not much even after a few hours, let alone a few days. One reason for poor retention is lack of audience involvement. Retention is a critical issue for training professionals, but is often neglected in our everyday communications experiences.

The secret to having your listeners learn and remember something is to take their involvement up the steps from Seeing to Responding, and Responding to Doing.

According to consultant George Morrissey, people remember:

• 16% of what they read

• 30% of what they are told

• 50% of what they both see and are told

• 70% of what they see, are told, and respond to

• And a whopping 90% of what they see, are told, respond to and do

The actual doing step is not always feasible, of course. You may have to be content with the responding step. But after seeing these statistics, you begin to understand how a little effort on your part will pay off in big memorability percentages for your future presentations. After all, absorption and application of new knowledge is, next to persuasion, the primary objective of most business presentations.

And remember, responding and doing are integral to creating the communication experience!

A turnaround! Bush Speaks Forcefully

Last night President Bush gave an address to the American public from the Oval Office, and as I said in my last post he was ineffective in this formal, written and read speech.

This morning he held a press conference, and he was the opposite. Forceful and in charge, he looked and acted as the President. What a turnaround.

Some of the behavioral differences:

• Extended eye contact with each questioner
• Firm voice and strong tone
• Few smirks, natural smiles
• Banter and good relating to the media – use of humor

Additionally, in his opening statement he put forth a solid review of the positive results of his administration - economic and international results that have not been very well publicized, and then reinforced them in his answers to the media questions.

In a nutshell, President George Bush does so much better in the informal communication situations that he should seek them out, and stay away as much as possible from the formal and distancing types of scripted speeches and addresses. As the President, he can do more to accent his strengths and diminish his weaknesses. As can we all. 

Reaction to Bush Speech

Tonight George Bush addressed the nation on the Iraq war – and I was saddened.

Not so much by the content, but the behavior. And what continues to amaze me in reaction to a speech like this is the emphasis on rhetoric, and the lack of anyone talking about trust.

Let me say at the start, though I’m going to review President Bush’ speech, I’m not going to get into the specific issues for two reasons. First, it was basically more of the same – no new or dramatic changes. Some mea culpa, some ‘stay the course.’ Secondly, the newspapers, websites and TV will discuss the issues exhaustively, if you’re interested. Most people aren’t, as they are already decided on their stand on issues anyway.

What most people CAN be influenced on is how they feel about the leader conveying the issues – George Bush. Is he telling the truth, can he be trusted, do we believe him, can we follow him? This is what more people need to be talking about, and the President needs to listen to as well.

Leaving politics aside, George Bush does not generate trust. I’ll get into the behavior of this in a paragraph or two, but the problem President Bush has is not JUST the facts of the situation: a perceived failed and unpopular war, a mishandling of Hurricane Katrina response and FEMA controversy, an unsuccessful Harriet Miers nomination to the Supreme Court, and a few other things….

These facts are real, and people will take their stand on them. As a matter of fact, the reaction of Democrats to his speech is predictably negative, and the reaction of Republicans is just as predictably positive. The only difference is the Republicans enthusiasm is noticeably dimmed, but they are good troopers!

For here is the heart of the matter. George Bush is a poor communicator.

Here’s why:

·        In brief, he always looks like he is playing a role. In tonight’s speech he looked like an actor on a stage. The problem is, he’s not a very good actor. And even if he was, that’s not a very good approach to leadership.

·        I don’t doubt that George Bush is earnest, sincere and wants desperately to be believed. But he is not perceived that way. Even by most supporters.

·        Teleprompters and written speeches are never great for communicating, but at least the President should have better advice and training. Although only the trained eye might consciously notice, he is talking slightly to the left of camera. And EVERYONE’S unconscious eye will perceive it, (unconsciously of course.) And he LOOKS like he is reading, which of course he is. But so were Ronald Reagan and Bill Clinton when they gave a State of the Union, but they didn’t look like they were reading. They were skilled.

·        Stiff – we cry out for a real, unrehearsed gesture. A genuine smile. Actually I think he sometimes looks in pain – and at the least, very uncomfortable.

·        At the root of it, the President looks like he wants to be liked, (as communicated by little grimaces, nods and unfortunately ‘painted on’ smiles) rather than being the leader who has tough news to give, and he will give it, and take the heat. And inspire us to follow him.

He wasn’t always this way. Think back to 9/11. President Bush was authentic, real and powerful in his leadership, and he magnificently communicated trust in that leadership in the weeks and months after that tragedy. Who will forget him that day as he addressed the nation from the oval office with tears in his eyes and a firm voice and solid eye contact. Spontaneous, and authentic. And when he visited Ground Zero a couple of days later and wrapped his arm around the construction worker and said, “I can hear you, the rest of the world can hear you and the people who knocked these buildings down will hear all of us soon.”

Then he spoke without a smirk, looked straight at people or the camera, and we KNEW that he was in charge and we could trust his care. But not now.

Now we are back to what I call the ‘posing’ role that he has often had in his campaigns, the debates, and the early years of his presidency. We perceive him as playing the role of President, rather than BEING the President.

Which is unfortunate for the country, and the President himself. We NEED to trust our leaders, whether we agree with them or not. And tonight was more of the same from the standpoint of trust and believability. The effectiveness of one’s communications determines the effectiveness of one’s leadership, and we had a display tonight of how not to do it.

Personality and The Messiah

Pearls of wisdom are found when least looking…

Handel’s “Messiah” is one of our favorite treats during the Christmas season – this year my wife Dru Scott and I went to three Messiah concerts, including the last San Francisco sing-a-long. But it was in the most recent one with the American Bach Soloists that we learned the most, and it directly relates to creating the experience of personality. Often, with insight, cleverness, drama and downright creativity we can overcome some lack of skills in our natural manner.

So…. I was reading in the program about this Susanna Maria Cibber, and wondered why the notes (excellently written by the conductor Jeffrey Thomas) went on and on about her love life and the gossip and hints at a ménage a trois, etc.

Then it became clear.

The great actress Susanna Cibber was not much of a singer, but Handel WANTED her to be the soloist when he opened The Messiah in Dublin. He even adapted some of his work to fit her voice. Why would he do that for someone not that skilled?

Because she herself was an experience. Although not the greatest musician, she was great at making herself memorable.

In the words of Jeffrey Thomas:

“Susanna Cibber was already living in Dublin by the time Handel arrived at the end of 1741. She was not a “musician’s musician” by any stretch of the imagination, but her dramatic talents revealed in Handel’s arias the essence of expression and, particularly, sadness that impressed him so much that he was willing to work long hours assisting her preparations. Charles Burney wrote of her singing that ‘by a natural pathos, and perfect conception of the words, she often penetrated the heart, when others, with infinitely greater voice and skill, could only reach the ear.’ ”

Reach the heart of your listeners, whenever you speak or communicate. You can overcome the shortcomings of (or enhance) your natural self. Create your own experience of yourself – in every setting. People will remember you!

Merry Christmas!

Speaking Techniques

Speaker’s Roundtable is a group of professional speakers to which I belong, and we put out a weekly email of useful suggestions for speaking and leading.

The following tips are from

Patricia Fripp

in a recent ezine. Patricia is one of the most powerful speakers in the country, and coaches and teaches as well – as a corporate  executive, manager and leader, you’ll find these very useful:

• The PowerPoint(R) comes last! Design your message first...add visuals only if needed.

• Tell the stories you entertain your family and dinner guests with.

• Talk about what you are most passionate about and find the metaphor for the subject of your speech.

• Ahead of time, interview some of the audience members—your customers, associates of your firm, or other leaders in your industry—and quote them in your talk.

• Don't try to say too much. Say less, illustrate it well, and stop.

• Shake hands and talk to some of the audience in advance. The more personable they see you are, the more attention they will give you.

• Get comfortable in the room where you will be speaking. Practice before anyone arrives. Make friends with the stage, platform, or front of the room.

• Start early! Get your concept, content, and scripting together and practice. If you walk or get on the treadmill that is a great time to "talk to yourself." Get comfortable with the words. Your goal is to know it so well you can forget it. As

  Michael

  Caine says, "Rehearsal is the work, performance is the relaxation."

• Edit your notes to an outline with bullet points. Do NOT read your speech or remarks. You want to be personable, not perfect. (Actually, use the Decker Grid™ - my editorial comment!)

• Watch the word "stuff." It is not specific and diminishes the power of what you are saying. When my clients say this as we develop their remarks I always ask, "Specifically what do you mean?"

• Delete most of the "todays" out of your remarks. Start listening to how overused that word is in most business presentations. It is used to mean "this time in history" and "right now." Everybody knows you are in the room now. Stop "todaying" your audience. One executive I watched used the T word 28 times in his 4 minute welcome. Even if his audiences were not counting them as I was, they would perceive him as less articulate than he was expected to be.

• You may or may not be a CEO—yet—but being perceived as a charismatic speaker will help your ambitions and reputation!

Visit:

http://www.fripp.com/

http://www.speakersroundtable.com/

(c)

Patricia Fripp

, CSP, CPAE -- Speakers Roundtable Member

Keep The Nominations Coming: Top 10 Best From 2004

Thanks for your feedback! Since last week’s post, we’ve received several nominations for our Top Ten Communicators of 2005.

To keep you thinking, here’s an excerpt from our Top Ten BEST from last year:

1. Dr. Phil

Phil McGraw has made his syndicated TV show one of the fastest growing, and done it largely on his communication skills. He is fast, articulate, funny, often profound, often mischievous, and deserves his following.

2. Governor Arnold Schwarzenegger

Who would have thought a weight lifter with no political experience could be elected Governor of the

United States

largest state – and he can’t even pronounce Caleefornia correctly! Never mind – his energy and optimism communicating has given people hope.

3. Reverend Billy Graham

Perhaps in his last year of preaching, his consistency, voice and vivid blue eyes accentuate his always clear message. He is a communicator for the decades.

4. Activist and Filmmaker Michael Moore

Controversial and effective, his speaking is confident and strategic. Whether you like him or not, his communicating is probably more effective than his movie making.

5. Mayor Gavin Newsom

Number 5 with a bullet. This young, attractive new mayor would never have made the national impact he did with his same-sex marriage initiative back in February without having great communication skills.

6. Honorable Nancy Pelosi

The first woman Speaker of the House is only one achievement of this dynamic and smiling woman. Her impact also brought her leadership recognition as one of the rising democratic stars in this year when it didn’t pay to be a democrat. She is a great example of how good communication rides high energy.

7. President Bill Clinton

Like him or not, he is a master at speaking and connecting with people. He always looks, talks, smiles and moves forward – and not even heart surgery could keep him down.

8. CEO Carly Fiorina

Using to her advantage the looks, walk and posture of a winning woman, she handled the merger well (actually saving it) and then moved on to become a business media star. Good branding strategy, and she has the speaking power to pull it off.

9. Olympian Michael Phelps

His smile is as bright as the Gold medals he won swimming in the Olympics. He was the most articulate and personable of all the young athletes, and even though he lost some luster with his DUI run in, his candor and honest humility served him well.

10. President George Bush

The President is #10 for two reasons. He won the election, but he is not #1 because he is not naturally a good communicator, with his shrugs, smirks and abuse of the language. (Witness the Presidential debates.) Yet he remains warm in his demeanor, and forceful and visionary enough to pull off an election victory in spite of an unpopular war and uncertain economy.