How To Use Word More Effectively

Most people groan and complain about Word and how buggy it is and how it never does exactly what we want, when we want, and how we want.

C'mon people. Word is a powerful tool for business owners and once that power is harnessed to make your life easier, you'll be singing a different tune.

  1. Word has a spreadsheet feature built in. No need to run back out to your desktop to open a spreadsheet when with one click you can build a table right into the screen you're working on. Don't know how? Look on the menu for Table > Insert. Then choose Formula from that same menu. Voila. It's that easy.
  2. Track Changes isn't that scary. It's helpful, especially when multiple people are making changes on an important document. Just choose Tools in menu at the top of your Word screen and toggle it on. Now play with it on an old document. Delete a few words. Want to view the original text? There's a toolbar you can view (go to View > Toolbars > Reviewing) that has a dropdown menu. First choice is Final Showing Markup. But you can also view Final (which removes all the Track Changes marks), Original Showing Markup, and Original (with no Track Changes). To turn off Track Changes, toggle again in the Tools menu. Or to accept changes, make sure your Reviewing toolbar is still available and check out the buttons. Just press one! Again, play with it. You might be surprised how easy it really is.
  3. Add a custom dictionary. The Word spellchecker is worthless sometimes. It really only spellchecks certain words and for industry-specific terms, it misses them altogether (especially legal, medical/pharma, and science/tech). You can buy add-on spellchecking programs that will turn Word into a powerful editing machine. For medical, Stedman's sells a nice add on. For legal, check out Bouvier's Law Dictionary and Legal Speller, and for science/tech, try Spellex.
  4. Learn to master Word styles. It's easier than you think. For most of us users, Word applies its own formatting without being asked, which makes our blood boil. There is a way to conquer the automatic stylist in Word and to make it do what you want. For an overview (better than I could explain it), check Help > Styles and Reusing Formatting. (Also, if you go to Help > Microsoft Word Help and type in styles, you'll get more information than you need.) Once you learn a few things about styles, it's fun, very satisfying, and you'll wow clients and employers/employees.
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Identifying and Treating Speech Impediments

Growing up, my mother used to tell me to open my mouth to speak because I would never open my mouth to make certain words. I wasn't having any problems communicating and no one in school seemed to think it was an issue. I did a lot of exercises to try to enunciate but no matter what I did it just didn't help. So I just spoke at a higher volume, which my mother was equally not a fan of.

At thirteen, I went to the orthodontist and he discovered that I had a medical condition called Ankyloglossia. In non-medical terms it's called being tongue-tied. It's the presence of a small bit of membrane (called a frenulum) that attaches the tip of your tongue to your lower jaw. A quick little surgery removed it and I could speak clearly.

There are a lot of things that can cause a speech impediment. You may stutter or find yourself losing your train of thought when you speak. If you think you have a speech impediment, you can try to diagnose and correct it.

Start at the Doctor

There are lots of factors that can cause a speech impediment and you should start with a visit to your doctor. Your impediment could be medical or physical. A doctor would be able to refer you to someone that can help you. For me it was an oral surgeon but it might require a trip to an ENT, or even a neurologist. Talk to your doctor about your symptoms and go from there.

Practice Your Speech

Once the cause of your impediment is determined, you can develop a plan of action to move beyond it. If your impediment isn't caused by a medical issue, you may be able to resolve some of the problems by making simple changes to your body language.

  • Good posture when speaking will help you maintain cadence and tone.
  • Reading out loud will help you maintain a good rhythm and can aid in treating a stutter.
  • Use tongue-twisters to help with a lisp. Lisps are especially prevalent with "s" and "r" sounds. Practicing with "Sue sells sea shells down by the sea shore" can get your lips and tongue used to making those sounds.

Find a Speech Therapist

Correcting an impediment in an adult is a difficult process because by the time we reach adulthood it becomes harder to change the habits of our brain, including speech. If you are truly concerned with improving your speech, you might need to find a therapist who can help you learn the mechanics of your speech patterns and make improvements to them. Your impediment might never be 100% gone but a therapist is trained to teach you how to manage it.

Having a speech impediment can be embarrassing, but more than anything, it's frustrating. Have you ever had a speech impediment? How did you address the issue?

Conference Call Services for After Your Call

So many times when I talk to customers after their conferences, they call in asking for information that they didn't realize was readily available to them. Is there a way to see who attended my conference? I think I missed some questions in the chat session; can I get a copy of that? Do you have the ability to send me my audio conference recording?

We do a lot of work with customers who are using conference call services to boost their business. These tools are a great way to reach out to potential clients, and while planning and hosting the webinar are two of the most important pieces – don’t forget what comes after the moderator terminates the call.

Is there a way to see who attended my conference?

Two options can make it easy for you to see who attended your conference. You can set up a registration page ahead of time and have participants sign-up for the call. This will assign each person a unique conference code which will help you identify who attended and who did not. It also stores specific information like name and email addresses. When your call is over you can go to your customer account and download your full registration details. Use the stored emails to send a thank you or reach out to the no-shows for your conference.

You can also sign up for an operator answered conference and we will greet your participants before taking their name and an additional piece of information, before placing them into your conference.

I missed some chat questions – can I download a transcription of chat?

If you're using web conferencing you can easily chat with participants and allow them to ask questions. When your call is over, download your chat history to make sure that everyone who submitted a question via chat was properly answered. If you see a great idea or suggestion floating around in the chat, reach out to the person directly and thank them for their participation or suggestion.

Can you send me my audio conference recording?

Set up your conference to automatically record when the moderator joins the conference. This recording is not only a great review tool for some of the information shared on the conference, but a great marketing piece for your company. Provide some of the bits and pieces of the conference on your website and encourage people to sign up for your next conference to hear more. Downloading your recording is easy and can be done by logging into your account and going to "Recordings". Find the date and time of the conference you need and click on "Save" to begin downloading the recording.

Don't Forget to Schedule Your Next Conference

Every time I've attended an event, once it’s complete, I get an email telling me 'thanks' and the bottom is always an opportunity to get an early-bird sign up discount for the next one. This is a great idea for participants who are "flying high" on the great information provided on the conference. When your conference is over, set up your next one, and send out the invitation while people have you at the front of their brain.

What do you do after your conferences to help retain people’s interest and excitement? Attention spans are fleeting so capitalizing while you have the chance might help your next conference call too.

Have no clue what a registration page is? No worries. Check out our registration page information and video & web conferencing to find ways to encourage more interaction with your participants.

Speaking Tips for Shy Speakers

I love to talk to people. It wasn't always like that for me but now, if you end up in line with me, I will at least issue you a 'hello'. Being naturally inquisitive is part of the reason that public speaking has always been easy for me. Like all speakers, there are initial nerves but once I find a comfortable groove, it’s pretty easy to interact with an audience.

It’s not like that for everyone. In fact, I’m often surprised at the number of people who are successful speakers, but call themselves introverts. It’s not an easy thing to "break out your shell" in front of a group of people that you don’t know.

Shy speakers need to gain a bit of ground before they get comfortable and it will take them a bit longer to find their groove when giving a presentation. Here are some other tips for shy speakers.

  1. If you’re making hand written notes for your presentation, use an ink color that is calming. Stress-reducing colors will help bring you a sense of calm. Using an ink color like red will trigger your brain to make "stress-inducing" decisions and when you’re nervous about speaking, you don’t want to add additional stress to your brain.
  2. Encourage yourself. On your index cards or speech notes, include little words of encouragement. Put a note in the margin that says you’re doing a great job or that you've reached your favorite part of the presentation. It may be just what you need to read right when you need to read it
  3. Avoid "off the cuff" speeches when you can. Shy speakers are calmed by the ability to prepare and practice. Even if you’re doing a quick thirty second introduction of yourself, the sky speaker will need a moment or two to prepare. When asked to give remarks on the fly, don’t be hesitant to ask for those preparation moments. Those moments will give you some calm.
  4. Don’t be afraid to use a comfort item. I cannot speak properly without a pen in my hand (never the clicky-top kind though). A lot of speech preparations tell you to "use your arms and hands" which is a great tip, but those movements can sometimes come out looking jerky or robotic. Holding something in your hand, like a pen, can help your hands feel balanced and aid in letting you make more natural movements when you speak.

Of course, the biggest weapon for the shy speaker is to practice, practice, and practice.

Are you a former "shy speaker"? How did you kick the habit? What tips would you give someone looking to improve in their speaking confidence? Are those tips different when you're making a speech over a conference call or do you think the same delivery techniques can apply?

8 Open Ended Questions for Engagement

One of the best ways to get your participants involved on your conference call is to open up for questions at the end. Many times, I've seen even the most impressive presentations end up with 'no questions' at the end. I've talked before about what to do when no one asks a question on your conference and one of the tips I suggested before was to ask a friend or co-worker to be the first person to raise their hand.

Now, some may disagree with me about using a "plant" on your conferences to get the ball rolling for Q&A. I'd offer the counterpoint that it is human nature to be shy and that no one really wants to go first. Q&A is an opportunity to refine parts of the presentations and silence will hurt the chances to do so. If the co-worker or friend asks a legitimate question about the content, I don't see anything wrong with this kind of tactic.

An open ended question is one that cannot be answered with "yes" or "no". It's important that the question gives the speaker an opportunity to explain some of those finer details while giving the opportunity to spark questions in some of the other participants. Here are eight great ways to start an open ended question on your next conference.

  1. "What is the purpose of..."
  2. "Can you explain...."
  3. "How would you use..."
  4. "What judgment can we make..."
  5. "How would you estimate..."
  6. "Explain the changes that..."
  7. "How would you summarize..."
  8. "What statements support..."

These questions are great conversation starters because they are legitimate in reference to the content presented and they give the speaker that extra chance to go over those finer details or even mention something they mistakenly skipped over when going over the presentation. Additionally, I suggest only doing this once a session and only if you don't get any one else in the question queue. This is to get the conversation started, not to take it over completely. The goal of asking your co-worker to ask the first question is to open the door for others to come along behind them.

Have you ever "planted" your co-worker to ask the first question?

Is Your Presentation Busy Work?

Do you remember elementary school? I can recall the days when our teachers spent afternoons having us do math worksheets, grammar practice, or simply sitting at our desks reading quietly. The goal of busy work was to require the students to be silent and focus on work.

Sadly, I've seen some presenters doing this with their presentations on conference calls or at events. A quick search for "tips on presentations" will bring up a lot of great resources, but many of them fail to mention one very simple and important tip.

Don’t Use PowerPoint For the Sake of Using PowerPoint.

This one tip might make your life a little easier and make people enjoy your conferences a bit more. Using a PowerPoint for every single presentation renders the visual element useless in the long run. How can you tell if your PowerPoint has become busy work – something that is only there to force participants to follow along with you?

Ask Yourself Do Your Presentation Slides:

Serve as Your Script?

If they do then you should introduce yourself to index cards. What is the point in taking the time to make a presentation if you're just going to write down everything you're going to say? Reading word for word from your slides is a waste of everyone's time. If reading from slides is your plan, simply hand out the slides and then tell participants to contact you if they have any questions.

Have more than zero fancy flashy transitions? (Yes you read that right)

Sure, the temptations to have each of your slides fade in and out, appear in a splash of animated fireworks, or accompanied with musical fanfare is always there. These can be distracting and look unprofessional to certain groups.

One thing I've seen that works really well in presentations is to use an image slide instead of a flashy transition when you need to shift gears to a new topic or draw the attention of the audience to the point you're about to make. It's less distracting than a bright flash or a new slide that flies across the screen, but it still grabs the audience's attention.

Rely too heavily on the bullet point as the common "theme" of each slide?

If every slide is featuring a bulleted list you are running the risk of overloading your participants with too much information in one presentation. A good rule of thumb is to use a presentation to present one overall or main idea, and let the slides support that common theme.

If you answered "yes" to any of these questions take a step back and ask yourself why you are using a presentation. If the goal in including slides with your presentation is to "make people pay attention" you are creating PowerPoint busy work.

Get More Engagement: Even if your presentation topic doesn't need a twenty page PowerPoint presentation, you can still use a one page "landing" slide with your company information and logo. Visuals can be powerful for participants, even if you’re just using your contact information.

What other ways have you seen PowerPoint's used as busy work?

What's Your Content WAR?

I'm a big baseball fan and recently I’ve gotten interested in Sabremetrics. It's a lot of math but the interesting thing about it is how Sabremetrics is being used to determine a player's value in terms of their on-field contributions. Did you ever see Moneyball? Billy Beane and the Oakland A’s patched together a team using the values within Sabremetrics. One of the most interesting metric is that of WAR.

WAR stands for "wins above replacement" and is used to determine a player's value based on their total contributions. Let's say there is a player who never commits errors, hits doubles on a consistent basis, but doesn't hit a lot of homeruns – WAR is a statistic that helps the front office determine if that player contributes more than a replacement player (someone on the bench or in the minor leagues). There is much more to the WAR stat than that, but the important thing to remember is that WAR paints a clear picture of a player's ability based on all of their field abilities.

What is Your Content WAR?

Look at your content in terms of WAR. You want to see something that is providing an overall value. Content doesn’t need to hit a home run every time it comes up to the plate. You want consistent and shareable content.

Look beyond links to see the full picture of what your website is doing for you. A page that gets a lot of traffic but not a lot of conversions may not be ready to DFA (designate for assignment) when the traffic is going to another page. Use your analytic tools to see where that traffic goes next and then use all of the numbers to determine if that content still has value. Inbound links is not the only metric to determining what content performs well.

Follow your keywords to see if you could make slight adjustments to you page to gather more of that traffic. When a baseball player has been doing well offensively the manager might decide to move him up in the batting order because he’s getting on base more than someone else. By following the long-tail keywords that is getting people to your content, you can discover ways to move that page up in the batting order.

Remember that WAR is about value and not about one stat or another. When we evaluate the progress and the success of our content we often want to look at it with the question of "where are my links?" but I don’t believe content marketing is that black and white. I think it's more about the value created.

So play on, content marketers, and in the words of Babe Ruth, "Every strike brings me closer to the next home run."

Keys to Being An Effective Listener

I have a bad habit of not looking up from my cell phone when someone is talking to me. I am listening, yes, but I am not giving that impression. When I keep my attention on my phone, I’m sending the non-verbal message that I am not listening.

In communication studies the person talking is called the “sender” and the person listening is called “the receiver”. When the receiver has their head down, looking at their phone, or doing something else, they are not as engaged in the conversation as the sender might like. I need to teach myself how to put down the phone and become a better receiver. Here are three keys to becoming an effective receiver.

  1. Take a moment to digest the sender’s body language. When a message is being delivered, a lot of it is going to be inferred through the non-verbal messages displayed by the speaker. Your job as the receiver is to make inferences to what is being said and how it is being displayed by the presenter. Your sender’s body language is going to tell you a lot of things that are "unsaid" in the presentation and it’s important to watch for those signals, and not just listen to the words with your head down in your laptop or your smartphone.
  2. Resist the urge to finish the sender’s thoughts or sentences. When listening, there is a temptation to try and think about how you are going to respond. The problem with this is that you develop preconceived notions of the message that is being sent and it’s not always an easy task to dismiss the assumptions you’ve made when you “think ahead” of the speaker. You don’t want to miss the message because you’re trying to figure it out. Bonus: One way to practice this is to wait 5 seconds after someone talks before you respond. We don’t recommend this as a permanent fix because it will feel awkward and you might look crazy.
  3. Give the sender some feedback. No, you don’t need to interrupt the sender to give them feedback. Much like how you will be watching their nonverbal movements to make sure you are also sending non-verbal signals. Make eye contact or nod along with your speaker to show you’re actively engaged.

In order to be an effective receiver, you need to focus on your active listening skills. Beyond these tips there are plenty more things you can do to be an active listener.

What other keys necessary to be an effective receiver?

When Bad Customer Service is Good

I’m sure the title of this blog might throw you off a bit, but trust me when I say I’m not making this up. A few days ago my husband and I were having a nice conversation about customer service. He and I get into conversations about this a lot, since I work in it, enjoy it, and he would rather… well, do anything else. One of the things we ended up talking about was his favorite place to pick up items – the local QuikTrip.

Why? Because it’s efficient with none of the frilly customer service niceness we have come to expect. It’s easy for me to think that because I expect a cheerful person who wants to chit chat while doing my transactions, and for him a "need anything else – want a bag – here’s your receipt – have a nice night" conversation is perfect.

In this case, for someone like my husband, what I would consider to be bad customer service is actually good for him.

So how do you figure out when a little bit of "bad" customer service might be good for the customer?

Learn How To Read People. When I worked in the rental car industry, I got really good at reading people. I could tell when someone walked in and wanted me to hand them keys, walk them to their car, and wish them a fond farewell. I could spot the customers who might be willing to listen to a little idle chit chat and a sales pitch. I knew the boundaries and when to respect them.

Here are three great blogs offering some simple tips for reading people:

Respond Appropriately to the Issue. When someone calls me with an issue like feedback playing into their conference, it's not the time to chat them up and make that connection. This customer wants me to identify and (when I can) correct the problem. Something interrupting their conference call is the main issue and my job is to fix it.

Follow Up When You Get a Chance. Being intimidated by the customer who wants to handle their business and move on isn't the way to handle things. Sure, you can respect their need to get their business conducted quickly, but at some point, you should check in with them. A simple email or phone call later on that day to simply check in to make sure you solved their problem and that the don’t have any more issues keeps the relationship open.

What works for me when it comes to customer service, doesn't work for everyone, and I know that. I want a chatty person on the other end of the phone who will laugh at my jokes and chat with me as we work through a problem.

For others, it is not what they expect or what they want. You just have to know your customers and not all of them will be the same. Get good at reading them and you’ll know just how to provide what they perceive to be great customer service.

Conference Call Success Story

Check out this amazing email we recieved from one of our customers. Not only we were happy to hear the compliment, but it was also one of the best creative stories we've heard in a long time.

Heroines: Rachel Yeakel, Tammy Flores, and Maranda Gibson of AccuConference.com or 1.800.977.4607.

Villains : Power outage and phone line interruption and short time frame.

Once upon a time, earlier this week, a call came in for the need to connect a person in Richmond Indiana, a person in Spain and a person in Jordan by phone for a conference. (Our) power was faltering, the phone lines were frail and we had less than 24 hours to complete the mission.

Having relied on our friends at AccuConference (for a dedicated conference line that is charged directly to our credit card but only as we use it), an unnamed heroine there offered an International Out Dial option. This feature, again at no cost unless we use the service, allows us to open the conference line in IN, reach out to Spain and Jordan and collect them in cyber space for the three way call. The cost comes back to us and not the cell phone or iPad we were calling on the other end.

But alas, a snag was encountered in the approval process that Tammy Flores jumped to thwart it with lightning fast email. When electronic updates failed to hold back the issue, Rachel Yeakel answered the service call with amazing calm and charm to wrestled the approval into submission. Her confirming email was balm to the soul.

The morning of the call - the phone line connection had trouble. Oh, no - was the Earlham system not up to the task? Maranda Gibson took my cell phone call, offered three solutions and the line was opened for the conference. The first international call to connect Jordan worked like a charm but the second call to Spain involved Maranda's assistance, who leaped on line, placed the international call and successfully added Spain to the conference already in progress. An instant email back confirmed all was in place and the day had been won. ...and they all talked happily ever after.

Moral of the story: If you need conference calling options, open a AccuConference account for a dedicated line for your office use, options for international dial out options and have it all charged as you use it to your credit card. You can also set up a one time conference call anytime. Check it out.

By: Lyn, Executive Assistant

Earlham College, Richmond, IN

Dial Out Conference Calls

When you’re having a conference call you have the ability to call out to participants from a live call. You can either do this from the web conference screen, or you can manually perform a call out if you’re hosting a conference that is audio only.

Using call out for conferencing is a great tool for when you are missing individuals that you need on the call, when someone is traveling, or if someone failed to sign up for the conference, but you want to make sure they can join.

 

Send an Invite by Email – Audio & Web Instructions

Click on ‘Invite’ and click ‘Invite by Email’

Enter the persons email address. Our system will generate an email that will send the party the audio conference instructions as well as the web conference link they will need to go to. This kind of invitation is really helpful if you’ve used some kind of pre-registration system and have a last minute user who needs to join the conference. Once they get the email you won’t need to do anything else to get them to join the conference.

 

Send an Audio Invite to a Group

Click on ‘Invite’ and ‘Invite by Phone – Group’

Before your conference, you can preload a group of contacts into your account. When you click to invite the group, the automated message will be delivered to multiple parties at once. The invitation will give everyone the options to join, decline, or request a five minute call back.

 

 

Send an Audio Invite to an Individual

Click on ‘Invite’ and ‘Invite Individual by Phone’

Enter a phone number and our system will call them with an automated message to join the conference by pressing one, receive another call in five minutes by pressing two, or disregard the invitation by pressing three. It’s a great option for someone who might be between meetings or someone who is using a using a speakerphone or internet phone that may be having trouble entering in their conference code.

 

Call Directly to an Individual on a Live Audio Conference

  1. Press *1 on your telephone keypad.
  2. Dial the number for the party you want to reach. (Note: If they are an international party, you will need to call out to them using the 011 prefix.)
  3. Once you hear their voice on the other end of the call, you can briefly bring them up to date and then press *2 when you’re ready to join you both back to the conference call. There’s a few seconds of delay between when you rejoin the conference and when the new participants line opens up, so whenever I outdial I like to use the intro tones so that I know exactly when that happens.

If they don’t answer when you call them, press *3 to terminate the outdial and join you back to the conference so you can try again.

Conference call out is useful to help you get the people on your conference that are imperative to the call. Don’t want to mess with it? No worries – one of our operators can perform an outdial for you. Give us a call to find out more about operator outdial conference calls.