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Connecting The Dots: Words Matter...Especially in Sales (The Dotted Line)

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Uploaded on Feb 22, 2011

Years ago my first real sales mentor taught me about, what he called non-fluencies.

We recorded an actual sales call with the intent of breaking it down and critiquing it. Then the goal was simple, continue with the good, eliminate the bad and alter the neutral or something like that. After the sales call was over, the boss told me he had been waiting for the right time to help me understand non-fluencies and the time was now!

He asked me if I was aware that I used and inserted the words "ya know" into my speech. I said "yea, I guess so". He asked me how often I thought I did this. I said "a few times...is it a problem?" He replied I'll let you judge for yourself.

He then played the tape and asked me to count. I was in the twenties within just a few minutes. I was shocked!

Thankfully he didn't make me count for the entire 45 minute call...it would have been hundreds.

I couldn't believe it and I wondered what I must have sounded like to my potential client. My boss answered that question and it wasn't good.

This problem in speech is very (VERY) common. We all do it! It actually has an official name: embolalia and it is defined as the insertion of meaningless words and sounds into speech.

The bad news is we've all done it and do it...the good news is it can be eliminated by simply becoming aware of it.

Pay attention today to other's speech and especially your own. Embolalia (non-fluencies) are most likely to occur when we feel the need to insert something into speech in order to gain little thinking time.
Slow down, think and let a small space of silence happen. You'll sound better. They won't be distracted by your valueless fillers and communication will be enhanced.

Coach your team and give them permission to coach you. This is an easy improvement to make in our communication skills.

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