New clients are the lifeblood of businesses. Keeping clients is difficult, things change and they disappear. They have to be replaced. How do we replace them? In today’s show we look at two excellent techniques for doing just that.
Welcome back to this weekly edition every Tuesday of "THE Cutting Edge Japan Business Show"
I am your host Dr. Greg Story, President of Dale Carnegie Training Japan and best selling author of Japan Sales Mastery. We are bringing the show to you from our High Performance Center in Akasaka in Minato-ku, the business center of Tokyo.
Why the Cutting Edge?
In this show, we are looking at the critical areas for success in business in Japan. We want to help advance everyone’s thinking so that we be at the forefront, the Cutting Edge, of how to flourish here in this market.
Before we get into this week’s topic, here is what caught my attention lately.
Hanko the personal stamps required in Japan since the eighteen hundreds are getting phased out at some of the country’s biggest institutions. Lenders have begun allowing customers to transfer money or make payments with their smart phones, instead of using hanko. Japanese banks are trying to slash paperwork, boost efficiency and appeal to younger generations. Mitsubishi UFJ Financial group has started offering accounts that don’t require hanko or passbooks and is trying to overhaul its branch network to replace rows of tellers with tablet computers and video booths. The goals is to help customers adapt to digital platforms so they can do more banking on their own devices. As many as one hundred on the five hundred plus branches will convert to the new format by twenty twenty four. They plan to halve the number of branches at the same time. The Abe government is trying to make more government services available on-line. In other news, six years have passed since Prime Minister Abe announced plans to create a Japan in which women can shine. According to the OECD, only zero point seven percent of Japanese women were in management positions in two thousand and seventeen , basically the same share as in two thousand and eleven. The figure is well below the average four point seven percent seen on other developed countries. In the World Economic Forum’s annual World gender Gap Index Japan ranked one hundred and ten out of one hundred and forty nine countries. Japan ranked lowest among Group of Twenty nations in terms of female politicians, with women occupying just ten point two percent of the four hundred and sixty three seats on the Lower House. Finally, back in the early two thousands the government implemented reform of the nations system for training legal professionals, launching law schools modeled after those in the USA. However more than half have been shut down due to declining enrollments and the bar examinations for students who have completed the two year programs have been disappointing. In two thousand and fifteen the government gave up on its goal of boosting the annual number of successful bar exam applicants to three thousand, halving the target to one thousand five hundred.
This is episode number eighty two and we are talking about Using Your Hands Soredewa ikimasho, so let's get going.We think of speaking as an activity where we use our voice. That is true but we use a lot more than that. We use our face, eyes, legs, body and our hands. When we are speaking while seated it is different to when we are standing. We need to master all situations for when we are called upon to speak in front of others. One of our problem areas is what to do with our hands when we speak. Judging by most of the presentations I see in Japan, few speakers have worked this out yet.
Here are some common habits we can improve upon to make ourselves much more persuasive and professional.
ONE Hands in front of the body. This for men will usually means wrapping the right fist by the left hand and holding both in front of the groin. For women, Japan has a specific requirements such as cupping the fingers of each hand so they interlock like the yin yang symbol and holding them at waist height or sliding the fingers together at the thumb and first finger intersection, so the arms are outstretched and all the fingers are pointing to the ground. This is usually a set piece and is combined with the foot positioning, so that one foot is forward of the other and the front toe of the rear shoe touches the back heel of the front shoe.
These elaborate rituals are a product of trying to standardise the form and to kill uncontrolled hand movements. It also kills the ability to use gestures to support and strengthen our words. The arms and hands when held in front of the body also create a subliminal barrier between the audience and the speaker. It is saying “I don’t trust you, I am scared of you and I need to protect my most vial organs from you, in case of sudden attack”. As a speaker, we want to be as inclusive as possible, so we need to eliminate all physical barriers (podiums, reams of notes, ipads, arms) between ourselves and our audience. We also want to show we are totally confident and have a welcoming attitude to our audience.
TWO Arms behind the back, clasped together. This is another anchor technique used when the speaker has no idea what to do with their hands. The hands are also invisible to the audience, so the speaker feels they can forget about what to do with them or how they are placed or situated. That is true, but there are a few issues with this pose. Since cave dweller days, we have learnt not to trust people whose hands are not visible to us. They may have been concealing a weapon. The thigh bone of a major animal, a sturdy, gnarled tree root or a sharp, flinty rock with which to bash us on the head and steal out fire, food or loved ones. In more advanced and sophisticated times, the fear is they will suddenly whip out a deadly blade and plunge it deep into our soft intestines and kill us.
The palms open and facing forward gesture is a universal and timeless indicator of “I am not a threat to you, because, as you see I have no hidden weapon”. This when associated with certain words and phrases says “you can trust what I am saying”. Not a bad thing for a speaker to achieve with an audience, especially to a gathering of card carrying skeptics.
THREE Arms folded across the chest or one hand touching one elbow while the other hand is held near the face. Like number one, these are defensive postures specifically designed to keep your audience away from your vital spots. By the way, I do recommend the latter posture, if you are ever standing close and talking with someone you are suspicious of. My karate background recommends that position, because from there it is very quick to parry a sudden “king hit” style blow to either your face or your body, but I digress.
In speaking term though, these postures send all the wrong messages. We want to be trusted as a speaker and to do so, we have to show we are open to our audience. Holding our hands by our sides is a natural position and from here it is easy to raise our hands when needed, to inject a powerful gesture with which to back up our words.
FOUR Hands in the pockets. This is a particular favourite of male executives who have no idea of what to do with their hands when speaking. The really confused thrust both hands into their respective trouser pockets achieving a sort of stereo effect. It presents the hands where they can be seen from the front, but it denies us the opportunity to use gestures during out talk.
Find out more when we come back from the break
Welcome backLet me introduce a couple of coming opportunities to you. Our One Day Successful Public Speaking Course will run on July 8th. Also our Two Day High Impact Presentations Course will run on July 10thand 11th. Details are on our website at enjapan.dalecarnegie.com
Back to where we left off. FIVE Holding something in our hands. When we are teaching public speaking, our participants often want to hold their speaking notes in their hands when they do the pair practice role plays. I notice they actually never look at them, but they feel comforted that should they get into trouble, help is close by, if there is a possible brain white out.
Sheets of paper however tend to become a distraction as we tend to wave them around. The pages quiver and shake if we are nervous and this is visible to our audience. We are sending the wrong message to them. We want to convey belief and confidence in our message.
If we are looking down, be it at the notes page or an iPad, we break off eye contact with our audience. Instead, we need to be watching our audience like a hawk, constantly gauging their reaction to what we are saying. We also want to employ our eye power to engage with them directly and sell them on our key messages. We want to remove all distractions from what we are communicating and we want to free up our hands so we can employ our gestures to bolster our argument.
SIX Gripping the podium, the microphone stand or holding the hand microphone with both hands. The double hand, vice like grip of the podium gives the speaker the feeling of stability. It also removes the “what do I do with my hands” conundrum. What it says about you though is, “I am nervous and lacking in confidence”. It can make us appear quite strained as we apply muscle power to the upper arms and raise our shoulders, as we ensure the podium does not make a sudden attempt to scarper. Best to not even touch the podium at all and just feel free to raise your hands for gestures. Holding the microphone or it’s stand with both hands, precludes us from gesturing during our talk. Don’t touch the microphone stand at all. Restrict the hand microphone usage to one hand only, so the other is free and readily available for emphasis.
Having said that, if you find your arms and hands are shaking almost uncontrollably, because the adrenaline is coursing though your body, then by all means hold the microphone with both hands and gather it to your chest, so no one can see how petrified you are. The shaking won’t be visible anymore and you can feel more confident when you are talking.
SEVEN Hands under the table. If we are seated during our presentation, we don’t want to hide our hands under the table. This is the same trust issue as the hands behind the back in number two. Place the hands on top of the table, resting comfortably together where they can be seen. From there, pick them up and use them for gestures.
EIGHT Over employing or holding on to the same gesture, all of the time. We need to use a variety of gestures otherwise, we become too predictable and boring for our audience. We also need to turn gestures on and off, like the faucet of a tap. Don’t let the water run too long, remember to switch it off for a while. The break between usage and non-usage, gives the gesture more force with our audience. If we hold the same hand position for longer than 15 seconds, all the power of that gesture dies and it just becomes an annoyance to our audience.
NINE Pointing our finger at people, making a fist like we want to fight, making slapping sounds and waving our hands around like a drowning person when speaking. Thrusting our single finger at someone is an aggressive action, as is brandishing our fist. We associate these gestures with an invitation to argument or combat. Neither should be our intention when engaging with our audience. Slapping or hands together or slapping our legs is an unnecessary distraction and we should avoid doing so. Waving our hands around becomes another distraction from the message we want to convey and can look like we are out of control. Mastering how to employ our hands effectively distinguishes the professional speaker from the rest of the crowd.
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In episode eighty three we are talking about New Client Acquisition. Find out more about that next week.
So Yoroshiku Onegai Itashimasu please join me for the next episode of the Cutting Edge Japan Business Show
We are here to help you and we have only one direction in mind for you and your business and that is UP!!!
