Susanspeaks Com Quotes

“Mingle

• Be the connector—introduce people to each other who may not otherwise connect.
• Be a conversation fire starter; point out what people have in common as you are introducing them.
• Seek out the folks who may appear to be shy, or awkward, or wallflowers. Find ways to build trust and comfort. Engage them with a kind word to pull them out of their shell.
• Arrive early and stay late; connect with people before and after your event.
• Stretch beyond your comfort zone to speak with, sit with, and start conversations with people whom you do not know.
• Offer to refill someone’s drink or clear their plate.
• Encourage introductions: “There is someone whom I would love for you to meet . . .”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Being 100 percent in the moment and focusing on the person you’re with is one of the finest compliments you can offer. One of the most respectful and considerate things you can do for another is to truly be with them in the here and now.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Just be Nice. Nice—this little word has a big meaning. Use it generously. Being nice helps people feel emotionally safe, allowing for more authentic, trusting, and happy interactions.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Be Brave. Bravery takes fortitude—put yourself on the line, even if you risk failing, falling, being embarrassed, or looking stupid—if being brave were easy, more people would be. Just try it!”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Take the Initiative. Be proactive. If you want to rock your relationship results, it is going to take action, effort, initiative, and choosing to get in the game—so, step up, step out, and show up!”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“The Physical Language of Listening

Active listening is a physical process which transcends simply hearing. Your body language speaks on your behalf as to whether you are fully present and engaged . . .

• Make eye contact.
• Nod your head; confirm.
• Use your eyebrows and expressions of emotions to show that you're paying attention.
• Lean forward.
• Listen patiently to demonstrate respect and sensitivity.
• Open your physical presence to encourage them to continue.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Active listening is not only a matter of making yourself available to hear someone talk, but it is showing the sender, physically, that you are receiving and understanding their message on all levels.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“14 Ways to Become an Incredible Listener

1. Be present and provide your undivided attention.
2. Seek first to understand, then to be understood.
3. Listen attentively and respond appropriately.
4. Minimize or eliminate distractions.
5. Focus your attention and energy with singleness of purpose on what the other person is saying.
6. Quiet your mind and suspend your thoughts to make room in your head to hear what is said—in the moment!
7. Ask questions and demonstrate empathy.
8. Use your body language and nonverbal cues constructively and pay attention to theirs.
9. Follow the rhythm of their speech; hear their tone.
10. Repeat and summarize what you have heard them say to confirm understanding.
11. Be open-minded and non-defensive.
12. Respond rather than react.
13. Be respectful, calm, and positive.
14. Try to resolve conflicts, not win them.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“It is generally believed that nearly 40 percent of your first impression will be set from the tone of your voice. Your vocal thermometer can be more impactful than the actual words you use.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Now let’s look at the flip side. When a diligent and caring person receives your complaint, they have the power to turn a challenge into a triumph. Through active listening, they demonstrate that your satisfaction is their top priority. They not only seek to solve your problem, but they are dedicated to re-earning your trust, your respect, and keeping your business.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“If you have ever experienced this type of unprofessional treatment, I doubt you would even consider giving them business in the future. Interrupting, ignoring, patronizing, or antagonizing a customer is like pouring gas on a fire and creates a more explosive situation than the original complaint. Still, it continues to happen every day, costing companies millions in lost revenue.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Have you ever had a legitimate complaint as a customer which made you angry, upset, or frustrated? How was it “handled?" If you were dealing with an inept, uncaring, or untrained employee, they may have made matters even worse by being rude, defensive, or apathetic. Simple acknowledgment and validation of your complaint is sometimes all that is needed. Without it, you're left frustrated or upset.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Active listening is the ultimate "Golden Rule" for sensational customer service. Just as the important people in your life will feel more valued and appreciated when you actively listen, so will your customers.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Active listening is one of the best services a company can provide.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?

• Give them your full attention and listen without interruption or defensiveness.
• Thank them for bringing the issue to your attention.
• Take their concerns seriously and share their sense of urgency to resolve the problem quickly.
• Ask questions and focus on what they are really saying.
• Listen to their words, tone of voice, body language, and most importantly, how they feel.
• Beware of making assumptions or rushing to conclusions before you hear their concern fully.
• Explain, guide, educate, assist, and do what’s necessary to help them reach the resolution.
• Treat them with respect and empathy.

When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . forever!”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“This method enabled me to expand my territory and create a strong network of loyal customers for referrals and repeat business. Make active listening a deliberate part of your business plan and success strategy. You will not only grow your business, but also make wonderful friends along the way.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“My success with customers on the telephone wasn’t by using pushy sales methods, but by engaging people in meaningful conversations which could lead to friendships on the phone before I ever met them. I would ask questions, listen to their stories, respond to their needs, develop rapport, and earn their business. When we would finally meet in person, it felt less like an introduction and more like a reunion. It was not only good business, we had fun in the process!”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“For sixteen years, I had a spectacular real estate career in Tallahassee, Florida. I loved receiving telephone inquiries and making cold calls. I knew that if I could meet people on the phone, I could usually turn them into buyers.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Every time you speak, you are using your voice to connect with others, whether it is in-person, on the phone, or in a recorded message.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Is your voice value delivering the image you wish to convey? Is your voice coming across as smart, friendly, and positive or ignorant, rude, and negative?”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“The way you deliver the words you say becomes your “vocal image. This "vocal image" can make or break your first impressions, impact your communication, and determine how people respond to you.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“What can you do to ensure that your voice value translates into impression value?”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Every professional voice coach worth their salt will bring you back to the importance of tone, pace, and pitch. While these concepts were introduced earlier in The Art of Body Language section, we can now elaborate and take a deeper dive into how you can use your voice to improve your communications.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Does your tone match your intention? Is your tone of voice confusing or clarifying? Are you coming across to others as you had hoped? Once you begin to notice your tone, you can adjust as needed to make it work in your favor.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Heed Your Speed. Are you a fast or a slow talker? Be mindful towards the person with whom you are speaking to ensure that your message is being comprehended, understood, and absorbed. If they are listening at a slower rate than you are speaking, disconnect can occur.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Align your voice value with the tone, pace, and pitch of your listeners will help you connect on all levels.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Have you ever paid notice to the full sound range of your voice? If you have ever been in a chorus or a singing group, you already know that they will separate the group based on each singer’s pitch and assign their roles accordingly. While my speaking voice has a soprano pitch, my singing voice is a lower alto.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“A high-pitched voice may sound less authoritative, more youthful, and less experienced, whereas, a lower pitched voice may be perceived as being more authoritative, confident, and credible. It is unfortunate that listeners will make assumptions based on these differences before even knowing the depth and value of your message. Play with your ranges and find a comfortably low pitch. Practice it to see if it makes a difference in conveying more authority and brilliance.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“When your speaking style is clear, confident, and concise, your listeners will perceive you as such.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact

“Developing your eloquence and enunciation will reduce the likelihood of misinterpretation and misunderstanding, making your delivery more powerful.”
― Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact