Centric Hub

Centric Hub Vol. 1 Issue 7

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SERVICE DELIVERY OMG -­‐ Kingsley Orji-­‐Ogboih

GENES APART-­‐ The ExhibiFon -­‐ Onyinye Eronini

EXECUTIVE PRESENCE -­‐ Pt. 2

-­‐ Chinedu Duru (MD, Hamilton Lloyd & Associates)

SAY IT

It is not what you say, it is how you say it!

A Customer Centricity Limited Publication© 2013

-­‐ The CORE with Uloma

Executive Presence- Part 2 The Nine Expressive QualiFes of ExecuFve Presence

WELCOME to the Centric Hub! The Hub is back again with loads of interesting information and fun facts.

In this edition we have the second part of the piece written by Mr. Chinedu Duru, MD Hamilton Lloyd and Associates on Executive Presence. I’m quite sure you found the first part of the article both useful and interesting.

In “The Core” this month we have very interesting facts on Communication. Be sure to look out for it. The article will help you understand a few things.

Check out our Dramatic Impact Series Training calendar and be sure to get your reservations before hand.

Happy reading!

For Laughs!

Paul Aldo outlines nine qualiFes people who have excellent execuFve presence consistently project to their audience: Candour: The appearance of honesty, through the willingness and skill to construcFvely tell it like it is.

Clarity: The ability to tell your story in an intuiFvely clear and compelling way.

Openness: The appearance of not prejudging, of being willing to consider another's point of view.

Passion: The expression of commitment, moFvaFon, and drive that shows people you really believe in what you do.

Poise: The look of sophisFcaFon, conveying a background of educaFon and experience.

Self-­‐confidence: The air of assurance, such that others know you have the required strength and resolve.

Sincerity: The convicFon of believing in and meaning what you say.

ThoughRulness: The projecFon of thinking or of having thought through something before responding.

Warmth: The appearance of being accessible to others and of being interested in them.

Karen Friedman proposes the following 12 steps that will help develop execuFve presence so that one can be visualized you as a leader who can insFl confidence and genuinely connect with others.

1. Speak Up: Be a regular contributor at the table. Don't wait for others to ask quesFons. To provide valuable input, prepare 3 to 4 points you want to deliver in advance of a meeFng or important conversaFon. 2. State Your Beliefs: ArFculate your ideas even if others don't agree. Leaders stand up and voice their opinions without apologizing or making excuses. State what is correct, not what you think others want to hear. By taking personal risk, you project confidence and self assurance.

3. Use Strong Words: Avoid disclaimers and tentaFve phrases such as "It seems I get results" or "I hope to have the plan by August" or "In my humble opinion" or "I think or "I guess". Replace these so\ words with stronger more asserFve language such as "I believe", or "I would like the plans on my desk by Monday", or "I get consistent results" or "The facts are as follows".

4. Passion: Speak with passion, energy, convicFon and commitment. High energy and emoFonal content appeals to people on a very human level. If you don't believe in what you are saying, no one else will.

Chinedu Duru

MD/CEO, Hamilton Lloyd & Associates - A Boutique Recruitment Firm

“OMG” Service Delivery Different organisations have objective(s) about how Customer Service can in one way or the other translate to an increase in sales and productivity. In the country presently, some organisations have woken up to the reality that Customer Service is an extremely important aspect of Business Management and have taken the bold steps by investing in equipping their staff with the tools for delivering exceptional Customer Service. This is arguably one of the major reasons why some organisation’s annual turnover is higher in margins than others!

The Joint Tax Board made an important decision when they invited representatives from 23 states in the country to train them on the relevance of Business Ethics and Customer Service to every organization because this is a recognized touch point for growth. We were called upon at Customer CentriCity Limited, to take on the project of overseeing the staff and creating a new appreciation and understanding for the need to deliver excellent Customer Service.

At CCC, we pride ourselves on our integral networking system of high level facilitators some of whom were called upon to ensure the training session was a success. We are determined to bridge the gap in Customer Service industry, one organisation at a time and we were more than happy to take on the Joint Tax Board.

The training lasted for five days and the subject matters addressed were relevant and geared towards giving each participant the opportunity to get fully involved in practical challenges that they face during the course of carrying out their duties. Our approach to training is always realistic and not just text book situations, we give participants the opportunity to raise situations that they face on a daily and

Kingsley Orji-Ogboih

before the training is over, we find realistic ways of dealing with these situations that everyone is comfortable with. The training session started with an Ice breaker, this activity gives the participants the opportunity to familiarize themselves with one another and also creates an interactive atmosphere for everyone to relax. Once this was done, we swung into full action to deliver amazing service.

We recognize and appreciate the National Coordinator, Mrs. Akpe, who helped make the training a success by the carefully planned and coordinated state of affairs.

The participants were all grateful and attested to our “OMG” service delivery even as we encouraged and urged them to constantly deliver “OMG” service. The class was a lively and engaging one and we were sad when the five days came to an end.

The session ended with the participants promising to go out and unleash what had been imparted to them in their various departments regardless of whatever challenges they may face.

Hopefully when you come in contact with a Joint Tax Board staff that went through our training, you’ll be able to tell by the “OMG” service you will experience.

Photo Gallery Aluko & Oyebode

At the F ATE Fo un

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PRODUCTIVITY AND EFFICIENCY ENHANCEMENT TRAINING

Genes ApART - The Exhibition

The Genes apART exhibiFon was pre^y amazing!! If you didn’t see this incredible display, where were you?!

This is not the type of exhibiFon you want to be told about but unfortunately if you weren’t there, then let me regale you with details of how the exhibiFon went.

First, it was supposed to be my baby so I had to do a lot of planning and running around, of course not alone, I had the help of my fantasFc team and my boss who I shall have officially branded as, “The Fairy God Mother” or the “Midas Touch Lady”, because everything she touches does turn to Gold or in this case PlaFnum!

Customer CentriCity Limited organised this art exhibiFon for Nkechi and Nduka Abii, they are a Mother/ Son duo and they are incredibly talented. They made our job half easy by having really awesome pieces and the rest was up to us to make sure we got the perfect locaFon, set up and guests.

Nkechi and Nduka are extremely talented arFsts, with Nkechi also proficient in the art of sculpFng. She refers to this art form as 2 ½D and it’s in this form that she does her depicFon of the women from Nigeria and her ‘Okuko mucha nwa’, which are all larger than life and impressive relief pieces.

The opening night kicked off with more guests than we expected and it was exciFng with an interesFng mix of people. The opening address was done by Professor Anya O. Anya, a\er which the arFsts gave speeches and prayers were said; at this point the ribbon was cut and the exhibiFon officially declared open.

It was a brilliant night with the Michael Angelo suite at Victoria Crown Plaza transformed into our gallery with all the fixtures built from scratch by our able construcFon team. Nkechi and Nduka went round with their guests, talking about the different pieces on display. It was a lovely Fmed filled with good cheer, beauFful music, lots to eat and drink and of course fantasFc art.

Genes ApART - The Exhibition

The Speed Art which is Nduka’s forte was incredible; people were blown away by this amazing art form. Speed Art has to do with this technology that allows him record as he paints and when he’s done painFng, he can play back and watch the drawing come to life. During the play back we don’t see the arFst, just the spots where his brush strokes fall and he adds some effect like music to go with it and the final display is simply put, amazing! I had seen all of the Speed Art display but I couldn’t help watching over and over again anyFme we played it for the guests, it was truly unique and different. We even had people come back just so they could see the Speed Art again!

One of my favourite pieces was ‘I Fit’ a very interesFng and moFvaFonal piece done by Nduka, this oil painFng was of a li^le boy in just his underwear in the middle of the street in an area that was obviously low brow, the interesFng part was his li^le red cape and the manner in which he stood like he was able to take on the world and whatever it threw at him.

It was an excepFonal piece for me, I was glad to see the painFng go but I will also miss it terribly.

All I have le\ of it is the picture in the catalogue so I guess it will have to be my consolaFon.

The event went on for 3 more days and it was a really wonderful and interesFng Fme. I was sad when it all came to an end but also very happy because it all went so well and hopefully we’ll conFnue to reap the benefits that came with the exhibiFon.

Despite the exhibiFon being over, it’s not too late for you to experience the beauty of it all because we sFll have a few more catalogues available so do not hesitate to let us know if you’re interested in gemng a copy and we’ll make sure you get it. We have compiled a couple of pictures from the exhibiFon; I hope you enjoy the view.

-Onyinye Eronini

Genes ApART - The Exhibition

THE

IT IS NOT WHAT YOU SAY, IT IS HOW YOU SAY IT! The Power of “Ssssh” When I reduce my tone of voice, as a trainer, in a class of nearly sixty people and begin to whisper to them, I get the most a^enFon. I guess you are thinking, “Yeah right!” Or the less scepFcal are wondering, “What is it about man that makes him such a tatafo”? It is not really about man being a gossip, it is more about understanding and applying an efficient mix of communicaFon techniques. It is the power of effecFvely combining modulaFon, volume and pace as you speak to achieve more effecFve, more meaningful communicaFon.

Speak for Impact A simple sentence can have as many meanings as you choose to give it! Speaking in a loud voice but maintaining a monotone will no sooner put the listener to sleep, or at best give them a feeling that they have just witnessed a lack-­‐lustre performance. The interplay of anecdotes delivered in high pitches and low pitches, with the deliberate use of quick versus slow-­‐paced emphasis make a speech interesFng. Listening to Obama, MarFn Luther or Bill Clinton is always a joy. These men speak for maximum impact! Tone of voice accounts for 38% of the impact of a face-­‐to-­‐face communicaFon!

Match the Rate of Speech Are you a good listener? Man’s default is such that he only listens to 25% of what he hears! My experience as a communicaFons consultant and trainer has o\en brought me to points where I quesFon that staFsFc. I think it is a li^le too generous most Fmes! The best listeners are those who listen acFvely by demonstraFng that they are listening.

When a speaker has a slow rate of speech, the listener will do well to slow down his own pace too. The converse is the case, of course when the speaker is a fast one. The principle is simple really, matching the rate of speech also matches everything else… understanding, paFence, wits, etc. It communicates oneness.

It wasn’t me!

Maybe now you will be^er understand why certain reacFons followed a comment or a speech you made. While you defended yourself thinking, “What did I say?” your listener was smarFng from the effect of how you said it! ma

Ulo

A PublicaFon of Customer Centricity Limited Contact Address: 15 Biaduo Road, Off Keffi Street, South-­‐ West, Ikoyi, Lagos. Nigeria Twicer: @c_centricity Facebook: hcps://www.facebook.com/pages/Customer-­‐CentriCity-­‐Limited/ Email: www.customercentricityltd.com Telephone: +234 0 7065559525