Naomi Osaka’s Public Speaking Lessons
Congratulations to tennis star Naomi Osaka for winning the Australian open and rising to Number One ranking globally. Japan loves to see Japanese athletes doing well, so this new ranking is a first for Japanese tennis and a big deal here. I looked at her press conference and her acceptance speech and what a contrast. In the press conference she was asked totally ridiculous, moronic questions from some of the journalists, starting from the first one (!) and it didn’t phase her in the slightest. She was very comfortable with herself and who she is, so she sailed through those rough waters extremely well. What a contrast though to Naomi on the podium. There she was obviously uncomfortable, umming and ahhing, struggling to get through it. She mentioned in the press conference that she was panicking up there on stage. What does this mean for the rest of us?
We can think of what Naomi is doing with what we are doing in our work. Her life is filled up with technical work. These consist of the various shots required in a tennis match and hours a day are poured into perfecting these shots. However when she is required to receive the trophy and say a few words, she admits herself she has received no training for this component of the work and she is panicking as a result. This win isn’t the first time I have seen her mentioning that she isn’t very skilled at public speaking.
We might be doing the same. The technical skills we are working on don’t include tennis groundstrokes etc., but will include law, medicine, engineering, IT, accounting, etc. Technical people are also prone to neglect to get public speaking training and similarly are thrust into the limelight, when they have to represent their expertise, section, division, firm, industry etc., at some event. Like Naomi, they have been concentrating on the technical aspects of their work and have not prepared for this foray into the world of giving presentations and consequently have come up short.
Usually we don’t have such greatness thrust upon us at the tender age of 21 like Naomi, but it will come. Maybe in our late twenties or in our thirties we will have to stand up and speak in front of others. She has the luxury of many years ahead of her to get comfortable with public speaking as a tennis star but the rest of us are a bit older and the need is more pressing. What are we doing about it?
Public speaking training has so many benefits, such as taking the stress out of the occasion. That is one of the key benefits Naomi would enjoy because clearly she is feeling the stress. It diminishes her capacity to enjoy her big moment when they hand her the massive trophy. The game itself and the joy of the win have all fled from her mind. All she is focused on is how fast can she get out of this situation, so that she can feel more at ease.
For the rest of us it is the same. If you have to present in front of others, it can be stressful, uncomfortable and a burden. Looking at all those beady eyes staring back at you is disconcerting. You are not enjoying any of this and mentally are looking for the nearest exit. If you know what you are doing however, it can be extremely enjoyable and a pleasure. Once you get to that stage you want more opportunities to speak. The first time I experienced a crowd lean into to me when I was speaking was a tremendous feeling. Wow, I have this audience in the palm of my hand. It was exhilarating. I cannot imagine how rock stars calm down after hours of fans screaming at them and pushing out so much energy toward the performers. Anyway, the times I have tasted just a small sample of that “lean in” energy, it has been unforgettable. It is like a drug – you want more.
Technical knowledge is no suit of armour against audiences when speaking, so we need to be forearmed by accessing training. We need to know our subject matter competently and well, but we also need to access a professional capacity to present it to an audience. Our personal brand is tightly linked to how well we can do this. Naomi is a superstar because she is number one in the world, yet she is leaving so much opportunity on the table, because she doesn’t know yet how to build an even bigger support base, through her ability to get her message across clearly and confidently.
We are doing the same, if we just rely on our expertise in our subject area and we don’t go and get training on how to present properly. Imagine you need some engineering work done. You go to a presentation on a technical subject and there are two engineers speaking. One is bumbling and spluttering, while the other is professional and articulate. You will go the one most capable on stage, when you want engineering work done. This is the same for all professions and yet so many professionals deny themselves this opportunity to get an advantage over their rivals. The key is to get trained and add this professional capability to your existing areas of expertise. The best time to do this was yesterday, and the second best time is to day.
How To Handle Killer Questions From Your Audience
We have probably all been on the receiving end of it or have been a witness to it. The presentation is completed, after which come the questions; some are fact finding, some seek clarification, while some are just plain really nasty. Perhaps the questioner is not trying to be mean, but the result is the same. All eyes in the room burn a hole into you as everyone waits to see how you are going to handle this incoming missile, that is thinly disguised as a question.
Some presenters splutter, nervousness sapping intellectual and verbal powers, while some give such a pathetic response we can see their credibility sail right out the window as they speak. Some get angry, assuring everyone there that they are not fit for higher responsibilities, because they clearly can’t control their emotions.
Do these questions come up? Yes, so there is no point imagining that we won’t have to face the meeting room moment of truth. It could be from an ambitious colleague, elbows out, trying to push past you to get the top job. It could be from a member of the board, totally underwhelmed by what you have said, or from a member of the audience, who takes umbrage at your line of thinking.
Do we usually prepare beforehand, in the event that someone might decide to go after us? In 99% of cases the answer is “no”. The missile catches us off guard and we simply flounder. Trying to think on your feet, when your brain is on fire from nervousness is very hard. We put ourselves in harms way unnecessarily.
This is an embarrassment that can be easily fixed. Below are a few steps that will trounce your rivals, diminish your adversaries, and show everyone what a true professional you are.
Most preparation prior to any presentation generally focuses on the content and not the delivery. Taking questions, by the way, is part of the delivery and not something tacked on to the main proceedings. When preparing a speech or presentation, we are in control of the direction. However, once the questions start raining down, sadly, we are no longer in command of the situation. We have to recognise that reality.
The first step before the meeting is to imagine what trouble may lie ahead. Who will be in the room? Who has a vested interest in seeing you go down in flames? Who are the potential troublemakers and their acolytes, possibly beavering away at creating problems for you? What have been some of the historical issues between your section and other parts of the organisation? Will there be someone in the room still smarting over you getting his or her’s money for last year’s project? What are some of the current burning issues that have a lot of money or prestige attached to them that would invite someone to slice you up in front of the assembled masses? Is your topic likely to engage strong opinions opposed to what you have to say?
Having identified the issues that are likely to become “hot” during the questioning period, let’s design some positive messages. Henry Kissinger, former US Secretary of State, gave a great piece of advice once when announcing at a press conference, “Who has questions for the answers I have ready for you?” It is an amusing display of raw honesty from a speaker, but also very smart.
Rather than moving straight into damage control, which can often appear weak, squeamish, shifty and dishonest, be ready to go on to the front foot. Be ready to put forward a strong positive message about the benefits of what you are proposing. Have at least two or three of these up your sleeve, for each issue that you have designated as potential trouble.
As a side note, be aware of your body language when doing this. Albert Mehrabian’s book, Silent Messages, has become well known for noting the disconnection between what we say and how we say it. If the two don’t match up, your message (your actual words) get lost, while 93% of everyone’s attention is focused on how you look and the style of your voice.
Thus, a positive message needs positive body language, facial expression, tone of voice, and strength to back it up—preferably with a steely eye that glints with confidence. Even if you don’t possess one of those, try to fake it until you make it, because no one in the audience will be aware of how you really feel.
Focus on preparing four response options that will help to provide a strategy when questions come assailing you.
• Immediately deny what others say when it is factually incorrect, misinformation, rumour, hearsay, or when you have been misinterpreted. Be strong, brief and have clear evidence to support your denial.
• Admit you are wrong when there has been a misunderstanding or mistake. This is disarming and leaves the questioner with nowhere to go. The wind has been drained from their sails; you look honest and reliable.
• Reverse negative perceptions by turning them into positives. For example, when dealing with competing priorities within the organisation, you might say: “I understand that going through this reorganisation is costing us a lot of time right now. The fact that we are dedicating this time now to the issue should save us all time later by having a more efficient structure”.
• Explain in more detail by providing further background and facts. The reason behind a decision or position is often news to the other party who may not have the same grasp of the details as you. Give them more context of why you believe what you believe.
Now here is a vital piece of the puzzle about how we start the process of dealing with nasty questions. The distance between our ear and our mouth is way too short! We blurt out the first thing that comes into our mind when we encounter trouble. We need a verbal cushion to slow down the response process. Our first response is rarely our best one, so delay our full response slightly.
We can do this by paraphrasing, into neutral terms, what someone else has just said. This has a double benefit because you are now in control of the language of the question and you have given yourself some thinking time.
The question might be: “Is it true that the company is going to start firing people next month?” Your paraphrase might be: “The question was about future staffing”. This takes the bite out of the incoming missile.
Other cushions might include phrases such as: “Many people we have talked to have expressed similar concerns”; “That is an important issue, let’s focus on that for a moment”, and “Thank you for bringing that up so we can address it now”.
Our brains work very fast, so we only need three or four seconds interregnum to get to a second response option, which will always outshine and outperform the first bluster that comes out of our mouths. Calm, considered, pre-planned responses, cushioned for effect, and delivering positive messages in a confident manner, will disarm any nasty boardroom big bosses, enemy colleagues, wannabees, riff raff and general hoi polloi pirates who are trying to scuttle you.
Be Fearless. Become A Considered Self Promoter To Grow Your Business
I am infamous in Tokyo. I always ask the first question of the speaker at an event. “Oh Greg, you always ask the first question”, people say, as if it was a bad thing. They don’t get it. In my case, I have found that having an interesting question is one thing, but having the chance to get it answered is another. In the past I would be there with my hand dangling in the air to ask a question and the organizer would suddenly say, “We have no more time for further questions, please join me in thanking our speaker”. That was most annoying. I decided going first was a known thing, whereas who will be last was not, so to improve my odds, I decided I would try to go first.
Later I found there was another good reason for doing it. I attend a lot of presentations as part of my networking activities here in Japan and you see what works and what doesn’t over time. Before you start your question, the organisers always request you state your name and affiliation. Now I say my name and my company name slowly, precisely and clearly. So what?
Well reflect on your own experience. I think you will find that 99.9% of questioners you hear at events just rapidly mumble their own name and their company’s name. No one can understand the content of what they have just said, let alone remember who they were. Now, how about when it is your turn? Can people easily catch your name in that same situation or are you sxhyf xqtelpbqfrom vzqithmsfplcompany? I am guessing the latter!
As one way to promote myself and my business, I decided that there was an opening in the market here for considered self promotion (for a good cause though!). I decided I want to have the names “ Greg Story ” and “ Dale Carnegie Training ” penetrating the minds of all those in the audience at the event, as a form of subtle advertising. I can’t always be the speaker and lift my profile that way, but I can be a questioner at other people’s events and there are a lot more of those available to me.
Everyone understands the importance of the mantra: “know, like, trust” in order to grow your business. The “know” part can cost a lot of money to cement in the minds of potential clients. Being “top of mind” is what we all want in business so that they call us first, if they need something. We all spend huge amounts of effort and money trying to achieve that. We are hosting responsive websites, buying ad words, doing retargeting, posting content on social media, advertising and trying to bolster our SEO. Why?
We want to be top of mind for when the buyer is looking for our solution. At events, we have a golden opportunity to position ourselves as top of mind for no additional cost to the price of the ticket. All we have to do is raise our hand. Human psychology being what it is, most people are hesitant to go first in front of others, so we can usually get to ask the first question.
The other thing people say to me is , “Greg, that was a really good question”, as if that were a random accident. Folks, this is my personal brand out there, so the question has to be a really, really good one. While the event is underway, I am thinking about the question I want to ask and how I will ask it. It is being silently distilled in my mind during the proceedings, so that when I get up to speak, it sounds as fluent and smart as I can possibly make it. I want to impress.
We all know in advance who the speaker is going to be, so it doesn’t take a lot to research them a little, to be able to ask a more pointed question than what usually emerges from the hoi polloi. For example, the new President of All Nippon Airlines (ANA) was a speaker at the American Chamber in Tokyo. As usual, I had the first question.
I made the comment about how poorly people’s mistakes are handled by management in Japan and how this is an inhibitor to the messy process of innovation. I asked about the culture of dealing with mistakes at ANA? I then specifically noted that when he was the Head of Sales at ANA, his idea of providing first class passengers with individually ordered meals had become a big problem. The service had to be stopped, yet he made it to become President. So ANA must have a good way of encouraging innovation, without punishing people for mistakes in the process. Could he tell us about that? You could have heard a pin drop in the room after I laid that little baby out. By the way, he was delighted with the question, because he could brag about how great the culture at ANA was etc., etc.
People came up to me later, saying they were amazed by my question. Now all of this was readily available public information. They could all have asked the same question, if they had spent a few minutes searching out the background of the speaker. I relate this little episode just to demonstrate how you can enhance your personal brand by approaching mundane things like the Q&A, from a fresh angle.
It does take guts though to be the first questioner and to put yourself out there in front of everyone. If your question is not so good or not so well articulated, then that doesn’t add to your personal brand status and possibly drops it down quite a few notches. You also have to have a thick hide, because some people will take umbrage with you for having the gall to always ask the first question. Jealousy is a curse.
I usually find a strong correlation here with one aspect of these types of jealous people. They usually have zero personal brand power. I always think to myself, “It's a free country, if you want to ask the first question, knock yourself out”. The point is, there is always a vacuum when the Master of Ceremony calls for questions. The majority of people are shy to put themselves forward in front of a big crowd of their peers. If you have the guts, seize the day, seize the moment!
And you don’t have to always ask the first question. I do it because I want to promote my company, I want to have “Dale Carnegie Training Japan” top of mind, relative to my competitors. Ironically, if for some reason I don’t ask any questions, people will complain to me after the event. “What happened, you didn’t any questions today. I always like your questions”. So you can’t win either way. You may as well go for it!
Action steps
The Impromptu Talk
If you are called upon at an internal meeting with the big bosses, or during an external public event, to suddenly speak on a topic do you say, “whoopee, here is my time to shine” or do you find you are suffering from instant whiteout of the brain? Not being prepared at any time is bad. What about when all those beady eyes are focused on you and you are panicking? You don’t know what to say and here comes humiliation. You make a mess of it and your personal and professional brands just got sunk mid-ships.
Knowing your subject is one thing, being able to get up on your feet and speak about it with no warning is a completely different thing. “Oh, this would never happen to me”, you say. Big bosses can be very nasty people sometimes and they can rudely seek your opinion on the project or the idea. “Um, um, um, ah, ah, I, er, er, um,…” is not a brilliant response.
It could be at a public event, it might be a panel discussion and you are safely ensconced in your seat down the back, away from harm’s way. The moderator decides to call upon you for a comment, given you are an expert in your field. Some helpful functionary thrusts the hand microphone into your sweaty palm, you reluctantly stand up and offer “Um, um, um, ah, ah, I, er, er, um,….” Not a brilliant response.
Obviously the degree of difficulty of this type of talk is a lot harder than when the day has been set in advance, the notices have gone out, you are fully prepared and ready to go for your formal presentation. What can we do when impromptu speaker Armageddon beckons?
If you are an expert in an area under discussion, you can always mentally assume that you will called upon to speak. You are never caught cold in this case. You have ruminated a little on what you could say, were you forced to do so. That unwarranted jab with the hand microphone looks a lot less threatening when you have composed yourself beforehand.
One good practice is to always have a question ready for the speaker. Even if you don’t actually ask it, think of a very good question you could ask. If you are called upon to make a comment, you can then talk about a question you had and then answer it yourself. “Thank you for asking me to say a few words. A question I have been asking myself is…. Now, as far as I understand it, it seems that….”. This shows that you are tuned into the topic and that you have your own views on the subject. The answer doesn’t need to become your own full blown speech displacing the actual speaker, but it will allow you to make some well thought through comments. The audience will be impressed that you actually have expertise in this area and your personal brand gets elevated.
Another formula is using WHO, WHY, WHAT. The WHO refers to the people in the audience. If it is a business audience, we can say something like, “I was chatting with a few people before the talk and a common concern which surfaced was about XYZ. This is an important consideration and my own views on the subject are that….” Or we could say, “I guess one of the reasons we are all here today is to find out more about some of the key issues. One that interests me is about….”.
The WHY are our comments on the importance of the topic. We can put the topic in context with the current situation in the industry or the economy more broadly. “FinTech is occupying the minds of a lot of people in the banking industry. This is the age of disruption, as we have seen in many big industries already and this FinTech area has all the potential to be a big disruptor to the way we do business. My own feeling is…”.
The WHAT could be picking up something the speaker has said already and making a comment on that. “Our speaker mentioned that FinTech is only relevant in certain economies at the moment and I agree with that. What we have seen though with technologies like the mobile phone is certain nations have skipped the infrastructure investment in land lines stage and gone straight to mobile networks. FinTech could be a disrupter that puts access to credit into the hands of third world citizens, much faster than we currently think is possible”.
The secret is to be ready to go if called upon. It happens. I was comfortably seated next to my wife at a pleasant Ikebana International event in Osaka. At that time I was representing my country as the Consul General for Australia. Suddenly without a “bye your leave”, the speaker called me up to the stage to say a few words.
Naturally those few words would have to be in Japanese. The distance from my chair to the podium was about ten steps. I wasn’t prepared to say anything. It wasn’t an occasion I could ask the speaker a question, given the context and I had the distinct feeling my heart rate was racing at around 190 beats per minute.
I looked to my environment around me for salvation. What could I draw from that to say a few words. It had been raining earlier that day, so I tied that idea to the cut flowers coming into Osaka from Australia. I mentioned about these cut flowers arriving into the Osaka Flower Market earlier that morning, with the soil and water still in their stems from Australia. I told them how each flower was like an Ambassador to Japan from the land Downunder, bringing a little piece of Australian beauty to Osaka. I thanked everyone for supporting Australian flowers and got off that stage lickety-split.
That was a lucky escape. I realised I had dodged a bullet there and I had better be ready in future to be called upon to speak. So ever since then, I am always thinking of a question I can ask the speaker. I know I can either use it as a legitimate question or as a crutch, if I am called upon to say a few words. I also have the Who, Why, What formula at hand, ready to roll if need be. When its your turn will you be you ready to roll?