Subscribe New Here? Want to get every post I put out? Subscribe to my RSS feed and get each post delivered right into your browser or email. Learn more about using RSS. Thanks for visiting!


Coaching child-athletes (1)

View Comments

Posted on 27th January 2009 by Jade Handy in Sports and Athletes

Because I work with athletes’ mental game preparation and because doing so is just a direct application of the information in the posts of this blog, with one of the few differences being just context (sports vs. sales, customer service, communication, management, etc.), I have been asked from several child-athlete parents about what parents can do to boost their childrens’ sports performance. 

I usually set the frame that, first of all, I assume the child has a desire to perform at the level that the parents want them to perform.  Second, that the parent understands a child is a child, not a professional athlete.  Which means keep it in perspective.  Third, any attempt to steer the child away from the direction the child wants to go will quickly be snuffed out and rejected, much like a woman snuffing out a creep making a baseless compliment.

After setting goals and outcomes (by just talking about what’s going to happen in the future) and the short term action steps to get there, it really just comes down to language.  Unless, of course, you’re calling plays like a pitcher to a catcher, or a coach to the quarterback, with hand signals!

Most parents are not tuned into what really motivates a child.  First of all, it’s not the benefits that you think you’d want if you were their age.  Example.  I hear parents saying, “if you use your napkin, your clothes will stay clean.”  Or, “if you eat your peas, you’ll grow big and strong.”  Or, “win this next game and you’ll have a better chance of playing on the team you want.” Or, worse yet, “if you practice strong this week, you won’t screw up on game day.” Or, even worse yet, “If you don’t practice hard, you’ll be playing on junior varsity instead of varsity.” 

One of the greats in the field of success psychology and sports psychology, Denis Waitley, in his bestselling book and corresponding audio set, The Psychology of Winning, tells the following story. 

The World Series, in the 1950s.  New York Yankees, Milwaukee Braves.  Warren Spahn, the great Milwaukee left-handed pitcher on the mound.  Elston Howard, the great Yankee catcher at the plate.  Score tied.  Two men on, two men out.  Three and two.  A critical part of the series.  And a critical part of the game.  The manager walks out of the dugout to give Warren Spahn, the great pitcher, some encouraging motivating advice.    “Don’t give him a high outside pitch, he’ll knock it out of the park,” said the manager.  And walked back to the dugout.  Warren Spahn said to himself, “why did he have to say it to me in that way.”  Let’s see, “don’t give him a high outside pitch.”  “The reverse of that is…” too late.  Like a neon sign, high and outside came as the dominant message.  Out of the park went the ball.  A 3-run homer.  Because of that one dominant thought Milwaukee almost lost the World Series.  But Eddie Mathews came in with a home run to save the game and the series for the Braves.  Warren Spahn, to this day says, “why would anyone ever try to motivate anyone with the reverse of what they want?”  And so it is, with all of life’s confrontations.  You tell your children, “clean up your room, you little pigs.”  And what do you get?  You’re right, you get a pigsty.  And the kids say, “oink oink.”  Remind them enough, and they know who they are.  That’s like motivating and office staff by saying, “firings will continue until morale improves.”  You know, it just won’t work.  I know many series for the coaches who unwittingly set up their players for losing performances every day.  Here’s an example and basketball.  “Missing free throws is what loses big games, team,” yells the coach.  “You’re all going to stay late during practice and shoot free throws until you stop missing them so often.”  While the winning coach would take advantage of the positive motivation opportunity by saying, “teams with high free-throw averages win ballgames.”  “I want you to put an extra 15 minutes a day making your free throws in practice, so that when we get them during next week’s game, we’ll make all we can, and will win the game.”  You see, this is the right way to motivate. 

It’s hard to come up with a story that better illustrates how to motivate children with language. 

In sports team trainings, I conduct a simple, yet effective, exercise that gets this “in the muscle.”  I have the team try to get the object person to do a predetermined task with the catch being they can only say what not to do.  They usually get the goal, but in many more steps than it would have taken if they were to be able to express directly and in positive terms what they want the object person to do.

I even practice this at home with my very young daughter.  I make sure instead of expressing what I don’t want, expressing what I do want.  e.g. instead of “don’t drip on your shirt” I say, “eat over your plate,” etc.  Sometimes it’s challenging to find the positive behavior, but it’s very effective in streamlining a learning strategy.

Comment on Eats, Shoots & Leaves

View Comments

Posted on 26th January 2009 by Jade Handy in Uncategorized

Go to the link below for an example of the “now” punctuation ambiguity in a speaker’s context. About 2 min 15 sec into it and then again about 6 min and 10 sec into the video. You’ll have to listen closely, though, as she says it quickly.

http://www.lisaford.com/products_video.html

Click the video that is on the left side towards the top.  It’s the one above the “NEW RELEASE!” and below “Click on the play icon below to view Lisa Ford’s Video Demo

Lisa Ford is a leading speaker on the subject of customer service.

Comparison

View Comments

Posted on 26th January 2009 by Jade Handy in Selling Language

Here’s a quick and simple way to improve your sales, markedly.  Not too long ago, I was listening to a rookie salesperson make several calls over a period of time.  He really wasn’t having much “luck” on the phone.  And silently, I even doubted this was the job for him, but it wasn’t for me to say.

I noticed him saying things such as “you’ll get some more coverage but your cost will go up $15/mo.” and “it’s a little better coverage for the increased cost.”

Seasoned salespeople will pick up on this immediately as the reason this person was struggling with sales, but to the rookie, he was just being as honest as possible according to his own perception of the benefit/cost.

I persuaded the rookie to think about this in terms of each decision being made by comparison.  And, if the comparison doesn’t show enough of a difference between what they’ve got now and what you’re offering, the prospect/customer most likely is not going to decide in the prospect/customer’s favor. In other situations or contexts, the decision may be between doing it now vs. later.  Or, product A vs. product B.  Or, with you or without you.  Or, any combination of who, what, how,  which, or when.

After the rookie changed his internal comparison of the real difference between the choices (sometimes the improvement was, in fact, more than double the current benefit!), he changed his language, as well.  Now he’s explaining the decision as a “huge improvement for a little more money” (in comparison to what they’re already getting and paying.)  And stating, “it’s more than double what you’re getting now.” 

The rookie has since reported, much to his astonishment, that his sales numbers have significantly improved. Hey, sometimes change is easy!

Eats, Shoots & Leaves

View Comments

Posted on 25th January 2009 by Jade Handy in Book Review

As I’m reading the British bestseller Eats, Shoots & Leaves I’m reminded of the powerful effect punctuation has in persuasive communication.  

Punctuation serves us for many reasons.  As pointed out on p. 7 of Eats, Shoots & Leaves
“Punctuation has been defined many ways….As we shall see, the practice of “pointing” our writing has always been offered in a spirit of helpfulness, to underline meaning and prevent awkward misunderstandings between writer and reader.”

When you’re persuading someone, you naturally use punctuation to construct your pitch. But, you probably never thought of using it to boost your effectiveness.  When she speaks of meaning and misunderstanding, I think of ambiguity. Especially since, if meaning and misunderstanding are going to be assisted by punctuation, I want to influence the how and what of it.

In Eats, Shoots & Leaves Lynne Truss, also, does a great job of pointing out the proper way of using punctuation, and the pitfalls of not using it correctly in the following age-old example.  But her book doesn’t have the persuasive usage focus and the upside utilization that this blog entry does.

Dear Jack,

I want a man who knows what love is all about.  You are generous, kind, thoughtful.  People who are not like you admit to being useless and inferior.  You have ruined me for other men.  I yearn for you.  I have no feelings whatsoever when we’re apart.  I can be forever happy – will you let me be yours?

 

Jill

 

And

Dear Jack,

I want a man who knows what love is.  All about you are generous, kind, thoughtful people, who are not like you.  Admit to being useless and inferior.  You have ruined me.  For other men I yearn!  For you I have no feelings whatsoever.  When we’re apart I can be forever happy.  Will you let me be?

Yours,

 

Jill

If you can’t see the difference from a persuasive perspective, try both in your relationship and notice the difference.  If you’re not in a relationship, try punctuating differently! 

OK, back on track. Here’s one example (subtle and admittedly of low impact, as well as vain usage) of how I’ve used it in order to reinforce the feelings I want to embed in my wife:

—–Original Message—– 

Subject

Hi

From

(insert wife’s name)

To

Jade Handy

Sent

Tuesday, April 15, 2008 8:16 AM

  

Just wanted to wish you a happy day.

 

Joke for the day…

Where can you always find wealth, health, and happiness?

 

Answer:

In the dictionary.

 

Have a great day! I love when the sun is shining

 

Love,

(insert wife’s name)

 

—–Reply—– 

Subject

RE: Hi

From

Jade Handy

To

(insert wife’s name)

Sent

Tuesday, April 15, 2008 9:23 AM

 

Cute, (insert wife’s name). Thanks.

 

Love Jade

 

 

Do you see it?  That’s right.  “Love Jade” is neither punctuated nor properly formatted. 
As it should be:

Love,

Jade

But, I don’t play fair!

So, how does this apply to selling verbally?  Well, let’s take a look at the verbal statement ”So, John, how can I help you make the decision to buy something? Today, we have a special on the widget gadget you asked about, previously”  This helps to set the time frame for making the decision to buy something.  “Today” could just as easily apply to the first sentence as it could the second.

Notice, in order to utilize punctuation ambiguity, you often times use a “pivot word”. And, usually, punctuation ambiguity is assisted by having supporting sentences around it as in ”We’re going to start using these techniques.  Now, when you have a need to create urgency, be thinking about how to package your pitch using them.” “Now” could be punctuated into the first sentence instead of the second.  Using ”now” in the first sentence would come across as overbearing.  Leaning it’s usage towards the second gets you the primary gain coming across as normal and the secondary gain of a below the radar suggestion.  I hear this used more often than any other example I can think of.

For examples of punctuation ambiguity in politics, find some McCain-Obama debate transcripts and go through and sort for how they punctuate in order to keep and hold attention and I think you’ll find that they use this extensively whether or not they’re aware of it, so have fun and use these language patterns in your everyday communication.

Switch to our mobile site