Archive for the ‘Communicating’ Category

Market Yourself for a New Job – Starting this Summer

Thursday, July 5th, 2018

Yes, you can enjoy summer while job hunting.  Many employers look for and hire new, permanent employees during the summer. If you’re interested and look forward to interviews, these resources will help.

Start Here:

Advantages to Job Searching in Summer

http://www.prepary.com/job-searching-in-summer/

4 Reasons Summer is Actually the Best Time to Job Search

https://www.themuse.com/advice/4-reasons-summers-actually-the-best-time-to-job-search

Books for you all year long:

  • Guerrilla Marketing for Job Hunters 3.0. How to Stand Out from the Crowd and Tap into the Hidden Job Market Using Social Media and 999 Other Tactics Today. By Jay Conrad Levinson and David E. Perry
  • Use Your Head To Get Your Foot In The Door – Job Search Secrets No One Else Will Tell You. By Harvey Mackay
  • Cracking The Hidden Job Market – How To Find Opportunity In Any Economy. By Donald Asher
  • The 6 Reasons You’ll Get the Job – What Employers Look for Whether They Know It or Not. By Debra Angel MacDougall and Elisabeth Harney Sanders-Park

Best wishes, and stay cool. There’s a new job for you!

 

Do Your Customers Love You?

Friday, April 20th, 2018

Because “you need your customers more than they need you,” Jeb Blount offers the “Seven Essential Principles of Customer Service” in his book, People Love You – The Real Secret to Delivering Legendary Customer Experiences.

As Blount explains, “The fact is customers are not loyal to products, services or companies. Instead, they are loyal to people they like, trust and believe in.” So while the mechanics and process of servicing customers are important, your real goal is to build “strong emotional bonds with customers that last a lifetime.”

Thus, Blount presents “The Seven Essential Principles of Customer Engagement”:

“Principle 1: You Need Your Customers More Than They Need You. The number one reason companies fail is a lack of customers. Whether you are the boss, account manager or sales person, top customer service professionals believe their mission is to help their customers win and reach their goals. They are advocates for their customers. And they believe that by helping their customers reach their goals, they will reach their own.”

“Principle 2: Customers Are People. They are emotional, irrational and human. They feel fear and stress. They are overworked and underpaid. They are time starved. They have ambition and goals. They have an insatiable need to feel important and appreciated. They have families and priorities. Each interaction with a person crates an experience that they remember. Though you may believe that your product or service has a greater impact on your customer’s experience than you do, remember that customers don’t do business with companies, they do business with people – you.”

“Principle 3: You Are Always On Stage. Business is a grand stage and…from that stage you deliver customer experiences. Everything you say or don’t say, do or don’t do, your facial expressions, tone of voice and body language can and will have an impact on your customer’s experience. Your words and actions have meaning. A misspoken word, display of raw emotion, or slip of the tongue will impact the relationships you have with customers. … This is where customer experience is born. Yours and theirs.”

“Principle 4: Customers Act on Emotion and Justify with Logic. “One of the core principles of the ‘People Love You’ philosophy is the universal law of human behavior: People act first (or buy) on emotion and then justify those actions with logic.’ Yes, there are ‘folks who will argue this point to the death.’ And, yes it is true that we all try to make logical purchasing decisions based on facts, numbers, observations and stats. But it is the emotion we feel that causes us to act.”

“Principle 5: Customers Do Things for Their Reasons – Not Yours. Account managers or customer service professionals should embrace the belief that though customers may not always be right, they are always first. They stand in their shoes and view situations through their customer’s perspective.”

“Principle 6: Customers Don’t Do Illogical Things on Purpose. While some managers believe ‘customers do dumb things on purpose’ … there is usually an alternative explanation for their actions. … Top customer service professionals assume positive intent. In other words, they recognize that the customer thought she was doing the right thing. They know that when a customer is doing the wrong thing, there is a reason and it is in their best interest as a service professional (because they need their customers more than their customers need them) to investigate why the person is doing something that seems illogical rather than simply judge it as such. This helps them to either gain understanding or uncover and remove the root cause.”

“Principle 7: Always Give More Than Is Required. Generally, when discussing customer service, the cliché is to ‘exceed customer expectations.’ But, Jeb Blount explains, ‘it is not always possible to exceed their expectations, since you may not know what they are or can’t exceed them. “At my company, we have a simple value statement that we live by. We always do more than we have to and we will be kind to everyone, no matter what. … Focus on what you can control – your actions. … That is, ‘give your customers more value that they paid for.’ We often forget about our expectations and instead think about how good we feel and our experience.”

Blount discusses the “Five Levers of Customer Experience that help you move people to love you by tapping into the motivations that are driven by human emotion,” and he explains how to “make breaking up hard to do.”

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Professional Associations Help You Succeed

Sunday, February 25th, 2018

Thousands of professional associations – local, national, international – serve their members in many rewarding ways. Whether you’re new to your profession or an experienced pro, you will see how invaluable they can be in your career – from networking with knowledgeable peers to a variety of important professional resources, ongoing programs and services, and new jobs.

►Why Join a Professional Association?

http://www.ilcounseling.org/?page=whyjoin

►Top 10 Reasons to Join a Professional Organization

https://blog.cccctech.com/top-10-reasons-to-join-a-professional-organization/

►Millennials Have Rediscovered the Benefits of Joining a Professional Organization

https://www.entrepreneur.com/article/246691

►13 Basic Benefits of Joining a Professional Organization

https://www.educba.com/joining-a-professional-organization/

►Professional Associations and Why They Matter

http://www.slaw.ca/2012/01/20/professional-associations-and-why-they-matter/

►American Society of Association Executives

https://www.asaecenter.org/

►The Encyclopedia of Associations covers thousands of professional associations categorized by subject. You can find it at your local public library or online.

Here’s to your success and the professional associations that help you achieve it !!

New Approach to Mentoring Strengthens an Organization’s Culture

Thursday, February 8th, 2018

“Our Mentoring Excellence Masterminds™ program brings mentors and mentees together through an approach that builds community and accountability. They learn from each other and from mentoring experts,” explains Lisa Z. Fain, CEO, Center for Mentoring Excellence. “MEMs is a great way for an organization to foster and benefit from a mentoring culture.”

The MEMs approach provides a separate forum for mentors, mentees and for the people who are responsible for their organization’s mentoring programs. Participants learn best practices from the group facilitator, who is a mentoring expert, as well as from each other, and their questions are answered in real time. They acquire new knowledge and skills that help them motivate and respond to their colleagues in a safe and confidential space. MEMs’ content and coaching is driven by the needs of the participants.

“To our knowledge, no one else has developed this kind of peer learning experience, giving mentors and mentees what they need when they need it,” notes Fain. The MEM is customized to the specific needs of each cohort.”

Every session is conducted by video conference that employees and participants can join wherever they are as long as they have internet access. If they cannot participate in the live session, they can access the video recording. They can also communicate with each other between sessions.

“Clients can become involved in several ways, whichever they choose. Purchase an entire Mastermind. Purchase a certain number of seats. Develop specific programs for mentors, mentees and administrators. Provide a forum for the people who are responsible for an organization’s mentoring program. The approach is tailored to a client’s specific needs,” Fain explains. “We want to help them create a community that remains accountable to each other after the MEM experience.”

The Mentoring Excellence Masterminds™ program and video conference respond to another challenge: the growing need to reach an often remote workforce that is often geographically diverse.

Mentoring Excellence Masterminds™ was developed because “clients have told us that the Center’s programs are so valuable that they wish they could have access throughout the year. Now they can,” Fain says.

The MEMs help organizations create a mentoring culture in which ongoing community spirit and accountability ensure goals and participation are maintained so everyone benefits.

For more information visit:

www.centerformentoringexcellence.com/masterminds

Are You Ready to Interview Someone for Your Article or Book?

Sunday, October 15th, 2017

Interviewing people when you’re writing an article or a book can be very rewarding for you and the person you interview…if you know how to do it.

Before you contact an expert or someone with significant experience in your subject, do as much research about the field and the interviewee as you can. Think of questions you will ask, knowing that you will have more as the interview progresses. The person you interview will also want to know that you’re professional, objective and trustworthy.

Here are a few of the many resources that explain the steps for effective and successful interviews.

Think of all the interviews you have read and appreciated. Knowing how to effectively interview someone for an article, book, case study, or report can lead to new perspectives and opportunities.

 

Networking – Rewarding When You Know What to Do and What Not to Do

Wednesday, September 27th, 2017

Business networking has been with us forever. While the venues and opportunities grow and change, we learn more about ourselves and how to develop mutually rewarding relationships. Contacts can emerge through referrals and introductions whether face-to-face at meetings and events, or via phone, email, social media, or networking websites.

Here are some resources that will help you achieve rewarding networking results.

10 Tips for Successful Business Networking

 https://www.businessknowhow.com/tips/networking.htm

5 Things You MUST Do During Networking Events

 https://www.workitdaily.com/networking-events-things-must-do/

12 Things Not To Do When Networking

 http://www.careertoolbelt.com/12-things-not-to-do-when-networking/

60+ Social Networking Sites You Need to Know About in 2017

https://makeawebsitehub.com/social-media-sites/

Many books discuss the business networking process. One of them is Guerrilla Marketing in 30 Days, 3rd Edition, by Jay Conrad Levinson and Al Lautenslager. Among their many resources and suggestions is to develop “Networking Goals.”

  • Meet 10 new people.
  • Receive eight business cards.
  • Note something of interest on each card.
  • Write a follow-up note to five of these people (or all).
  • Call and set up an appointment after writing to three contacts.
  • Continue the relationship with two of these.

“Notice that nowhere did I mention a goal for how many business cards to pass around. If you attend two networking events a month, you will add four or more people to your network with which you will have ongoing, continual relationships.”

The book also offers encouraging and helpful “Ongoing Networking Tips and Techniques” and “Action Steps.”

Here’s to your networking success.

Sally Chapralis

Time for a “Brand” New You?

Monday, September 11th, 2017

Your brand evolves over time, reflecting a personal and professional commitment to your goals, beliefs and the expectations of others. Your brand is what we (consumers, employers, colleagues, friends, and family) trust you for.

Each of us has a personal brand – characteristics and experience we offer. Many, many articles and books discuss personal branding and the importance of authenticity and trust. Here are some resources that offer insights and advice that will help you establish a successful brand.

► Your Personal Brand Needs a Growth Strategy, Entrepreneur Magazine

www.entrepreneur.com/article/242504

► Clients Want Authenticity – Your brand needs to reflect the real you

www.healyourgrid.com/clients-want-authenticity-your-brand-needs-to-reflect-the-real-you/

► How To: Build Your Personal Brand on YouTube

http://mashable.com/2009/11/04/youtube-personal-brand/#ZvFxBvFeK5qc

► 4 Examples of Brand Strategy Driving Organizational Success

http://www.setteradvertising.com/4-examples-of-brand-strategy-driving-organizational-success/

► Brand New You & 1st Person PR

www.sallychapralis.com/blog/?p=336

► Why is Branding Important?

https://strategynewmedia.com/why-is-branding-important/

Best wishes to you and your branding success!

Getting Ready to Negotiate with Others? Start by Negotiating with Yourself

Friday, August 4th, 2017

Whether we are negotiating with managers, parents, colleagues or friends to find a mutually rewarding agreement or relationship “…the biggest obstacle is actually ourselves – our natural tendency to react in ways that do not serve our true interests….But this obstacle can also become our biggest opportunity.”

In his book, Getting to Yes with Yourself and Other Worthy Opponents, author William Ury explains “that if we learn to understand ourselves first, we lay the groundwork for understanding and influencing others.”  http://www.williamury.com/

Ury introduces “Six Challenging Steps” that may at times seem like common sense…common sense that is uncommonly applied.” Ury’s experience includes 3 ½ decades of working as a mediator with people and organizations from all walks of life. The Six Challenging Steps offer specific, in-depth information on how to negotiate with yourself (“Inner Yes Method”) and how this approach will lead to rewarding outcomes for yourself and the “other side.” Here’s an introduction, and there’s a detailed chapter on each in his book.

“1. Put Yourself in Your Shoes — From Self-Judgement to Self-Understanding.  “Understand your worthiest opponent, yourself.  Don’t prematurely judge yourself. Listen to and explore your underlying needs, which will influence your negotiation strategy.

“2. Develop Your Inner BATNA — From Blame to Self-Responsibility.  “Almost all of us find it difficult not to blame others with whom we come into conflict. The challenge is to do the opposite and to take responsibility for your life and relationships. More specifically, it is to develop your inner BATNA (Best Alternative To a Negotiated Agreement), to make a commitment to yourself to take care of your needs independently of what the other does or does not do.”

“3. Reframe Your Picture — From Unfriendly to Friendly.  “The challenge is to change how you see your life, creating your own independent and sufficient source of contentment. It is to see life as being on your side even when it seems unfriendly.”

“4. Stay in the Zone — From Resistance to Acceptance.  “The challenge is to stay in the present moment, the only place where you have the power to experience true satisfaction as well as to change the situation for the better.”

“5. Respect Them Even If — From Exclusion to Inclusion.  “It is tempting to meet rejection with rejection, personal attack with personal attack, exclusion with exclusion. The challenge is to surprise others with respect and inclusion even if they are difficult.”

“6. Give and Receive — From Win-Lose to Win-Win-Win. It is all too easy, especially when resources seem scarce, to fall into the win-lose trap and to focus on meeting only your needs. The final challenge is to change the game to a win-win approach by giving first instead of taking.”

Ury also discusses The Three Wins: A Win Within, A Win With Others, and A Win for the Whole. “As I have personally experienced,” Ury says, “getting to yes with yourself is not just the most challenging, but the most rewarding negotiation of all.”

 

 

Public Libraries Help Communities Grow in New Ways through Community Engagement

Wednesday, July 5th, 2017

 

While the Skokie Public Library has always been active in the community, the library formally established its Community Engagement department in January 2014. “Besides programs held at the library, we have been continually involved in a variety of outreach activities. However, as we researched our 2013-2016 strategic plan, we looked for a community engagement model that would help guide the new department’s work,” explains Susan Carlton, the library’s Community Engagement Manager.

They found it in Turn Outward, The Public Innovators Lab for Libraries, a 2 ½ day training class presented by The Harwood Institute for Public Innovation and the American Library Association. The Lab helps library directors and staff to more effectively interact with their communities, develop and implement new programs and work with library supporters. Seven libraries in the Chicago area have participated in this training session over the last three years.

“Harwood’s model for engaging the community helped us identify the residents and groups that are in need, how we can improve library programs and initiatives to better address community needs, and how we can partner with others to help the community solve problems.

“The results are mutually rewarding for the community – from individuals with ideas and questions to community organizations with their goals and unique needs. We all collaborate to see what’s possible,” says Carlton. The Community Engagement department now has nine full time and four part time staff members including Bookmobile staff.

Skokie and Community Engagement

Skokie is a unique community with a population that includes more than 65,000 diverse residents speaking more than 76 languages. As a result of facilitating a series of community conversations with Skokie residents Community Engagement staff identified three major themes that resonated with participants: the importance of a sense of safety; the wish for a vibrant downtown area; and the desire for a sense of belonging in this very diverse community. In an effort to find ways to address these themes the Community Engagement Department brought together a group of seven community stakeholders including school districts, village departments, social service organizations and the Niles Township English Language Learners Parent Center.

The group, SkokieCares, has been meeting to discuss how they can work together to help address some of the community’s needs. “As libraries rethink their roles in their communities, they understand that they are key, trusted entities and they bring numerous resources in addition to well established relationships and partnerships to the table. We want to partner with other organizations to address some of the community’s aspirations and challenges.” Carlton notes.

For example, the library sits on the Village Health Department’s Strategic Planning Committee contributing research skills and information resources as well as information about immigrant communities in Skokie. The goals of the Health Department’s strategic plan cover senior citizens, adults and youth with disabilities, school children, and others facing health challenges.

The Skokie Public Library’s Business and Career Center and the library’s business librarian are examples of how the Community Engagement Department works to identify and address the needs of business owners. Using information gleaned from conversations with small business owners throughout the community the business librarian designs trainings and conducts individual consultations targeting their information and technology needs. The library’s Business and Career Center was developed based on input from business owners and the local Chamber of Commerce to provide space for meetings, training sessions and appointments with clients.

Turn Outward

“We have an awesome staff that has enthusiastically helped us shepherd the Community Engagement’s new department and programming. It’s amazing what libraries can offer their communities.  Libraries need to help communities see the role they play and what they can do. It’s really exciting and the opportunities are endless,” Susan Carlton enthuses.

https://skokielibrary.info/

 

Want to Connect with the Media?  Time for a Pitch Letter!

Monday, June 12th, 2017

Are you a  public relations pro or citizen journalist who wants to share a newsworthy subject with an editor or producer, the “gatekeeper” to your targeted audience? Then you should know how to approach them because they want to hear from you.

The following pitch letter resources include pointers, samples and a quirky pitch letter.

How to Pitch the Media

Pitch letters target a specific publication or media outlet (local newspaper, radio or TV station), explains David Meerman Scott, author of The New Rules of Marketing & PR, latest  5th Edition.

In his book, Scott elaborates on these “How to Pitch the Media” bullets.

  • “Target one reporter at a time.
  • Use the tip line if the media outlet you are targeting has one.
  • Help the journalist understand the big picture.
  • Keep it simple.
  • Try newsjacking! (use current events as hooks)
  • Explain how customers use your product or work with your organization.
  • Don’t send email attachments unless asked.
  • Follow up promptly with potential contacts.
  • Don’t forget, it’s a two-way street – journalists need you to pitch them.”

Scott also quotes a newspaper editor: “The single most effective thing people do is watch and read my stories and send me personalized, smart pitches for stories that I am actually likely to cover.”  In other words, your pitch should reflect your familiarity with the medium and reporter.

Learn how to effectively connect with your target audience through pitch letters “social media, online video, mobile applications, blogs, news releases & viral marketing to reach buyers directly” in The New Rules of Marketing & PR.

Pitching Media – Samples

“Sample Magazine Query or Pitch Letter”  https://www.thebalance.com/sample-magazine-query-or-pitch-letter-1360426

“The Pitch Letter”  http://www.sandralamb.com/writing-grammar/the-pitch-letter

Quirky Pitch Letter http://www.sallychapralis.com/pr_letter4.htm See below.

Editor/Producer/Contact
Medium/Beat

Dear (name of editor),

The shoes you wear take you to work, to the ball game, to the mall, to school, on a hike, or stepping out for a special event. If the shoes you wear are perfect for the occasion – comfortable as well as stylish – they help you feel more confident anywhere you go.

Into Shoes knows about the shoes you wear. Celebrating its 50th anniversary, the downtown Somerset shoe store has fitted scores of women and men with shoes that take them everywhere. As one of the relatively few independent retailers, Into Shoes serves the young and older, liberal and conservative and all those walking spirits who want comfort, quality and style.

As part of its celebration, Into Shoes will donate two percent of its anniversary month’s sales to the Somerset Child Care Center and the Somerset Social Services Agency.

When Into Shoes initially opened, it focused on a few brands of comfortable shoes. It now offers more than 50 brands of women and men’s shoes from many international designers, attracting local customers as well as those from miles away who appreciate the eclectic variety, comfort, quality and style.

We think (name of medium) your followers will be interested in a sole-searching feature on shoes. We, of course, will be delighted to step into it, offering our 50-year perspective.

We look forward to talking to and walking with you.

Sincerely,

Bob Grant
Owner

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Visit Sally Chapralis & Associates, Business Communications & Public Relations, www.sallychapralis.com