First Impressions, Lasting Impressions

By Eric M. Seidel, CEO

The Media Trainers, LLC

Are you aware of your immediate reaction to someone before they even say a word? More importantly, are you aware of how others might first perceive you when you meet? Non-verbals can scream, without making a sound. And, in interviewing, they are critical to your credibility. Here are some examples to consider:

1-800 Flowers CEO Jim McCann has a lot to smile about. This holiday season has been good for his business. But even when things are not this good, McCann warms a room with his smile and his body language. Executives could learn a lot observing McCann in interviews. He's warm, friendly and jovial.

Basic Industry Services CEO Kenneth Huseman has a positive story to tell, but you wouldn't know it from his demeanor. He helps oil companies find employees. And there are plenty of jobs to be filled right now in the U.S., but Huseman is all business. He could loosen up a bit. Maybe Jim McCann could advise him on the value of a smile!

This is Dennis Davern. He captained the boat from which Natalie Wood "fell" and drowned 30 years ago. He contributed to a book recently published that claims, at the very least, negligence on the part of Wood's husband, Robert Wagner, contributed to her death. Did anyone tell Davern to shave and bathe before this interview? Apparently not! By the way, his performance was as poor as his appearance.

This guy, on the other hand, is being hammered with one of the toughest and nastiest questions I've heard. He's Nokia's CEO, Stephen Elop, and the gist of the question is that Nokia's stock isn't worth holding onto, not to mention purchasing. Yet, to his credit, Elop maintains a cool expression, waits for the question to end (and it was long), and then answers it calmly and positively.

Familiar with Scott Boras? He's a sports agent, primarily for major league baseball players. His client list includes a number of super stars. Teams hate dealing with Boras. He's very difficult. Indeed some teams have refused to deal with him at all. His image follows him into interviews. In this one, he made very clear non-verbally that he was bored and would rather be somewhere else. So why did he agree to do it?

And, finally, Harry Belafonte was making the rounds not long ago, via satellite, selling his autobiography. Belafonte was in NYC as the local Terre Haute, Indiana, TV anchor introduced him. Unfortunately, Harry had fallen asleep, apparently with no IFB in his ear. She called his name several times, but nothing. Not a flinch, not a muscle. His pose was frozen. No word on sales of his book in Terre Haute, but this "interview" undoubtedly generated lots of buzz.

DAY-OH...DAYLIGHT COME AND HARRY'S STILL ASLEEP!

Body Language: The Ultimate "Tell"

Fred Smith, Founder/Chairman/CEO

FedEx

by Eric M. Seidel, CEO

The Media Trainers, LLC

First, let me preface this post to say I've interviewed Fred Smith before. He's engaging, open and interesting. Indeed, his picture above indicates accessibility.

But body language can easily disguise your true feelings. On the other hand, it also can—and often does—betray a person and reveal your true feelings.

In this recent CNBC interview, Smith’s facial expressions take you through a series of emotions, although his immediate expression leaves an impression I suspect he did not intend.

The Set Up

The anchor is establishing the context for the interview. Fred Smith has a look of concern, perhaps even some slight dread. However, he's been interviewed many times and I doubt he feels either concern or dread. This just might be his way of concentrating on the camera and what he's hearing in his ear via an IFB.

The Introduction

Now he's formally introduced and his face softens into a controlled smile. He looks more comfortable and as a viewer, you probably feel more comfortable, as well, albeit subconsciously.

The Question

Smith is engaged as he hears and processes a question. His comfort level is even higher as he's being asked for his considerable knowledge and expertise.

The Response

Smith's facial muscles are relaxed. He's in his sweet spot talking, perhaps, about one of his favorite topics, tax cuts, as indicated on the screen.

The Goodbye

This smile seems more comfortable and natural than his first one when he was being introduced. No doubt there was a sense of relief. TV interviews can be stressful, especially from remote locations where you must relate strictly to a camera.

Smith's very first expression when the director punched up the camera to put him on-screen was off-setting. My original impression was that he looked angry. But, again, I know from my own experience interviewing him that probably wasn't the case.

The takeaway here: rehearse all types of interviews with a camera so you know how your body language (non-verbals) is either validating or invalidating your messaging.

A “Spirit” of Composure

By Eric Seidel, CEO

The Media Trainers®

Interviews can test your emotions. Indeed, some reporters purposely tweak to get a rise out of you. You need to recognize this going in and make a conscious point of leaving your emotions outside. In short, don’t let ‘em get to you!

Spirit Airlines has announced a $45 carry-on fee for bags that don’t fit under the seat in front of you. Coverage hasn’t been favorable. And their marketing maven, Barry Biffle, got an earful from Fox News Channel’s Sheperd Smith. Watch Biffle’s facial expression when he is added to the frame in this video clip and as he listens to Smith set up the interview in this sound bite, accusing Spirit of a number of things like “we’re gonna nickel and dime you to death” and “people hate it”:

You’ve got to hand it to Biffle. He didn’t flinch. He simply smiles, keeps listening and patiently waits for his chance to speak. And, while his message could use some work, his demeanor is excellent (click the next video):

Yes, we could spend time on the content and the message. We could even speculate on whether Spirit is playing marketing with smoke and mirrors. News anchor Shep Smith thinks so and said it. Frankly, Smith's behavior in this interview was inappropriate.

But the take-away here is Barry Biffle’s body language. It never betrayed him or what he said. Non-verbal communication is something I work on with clients very comprehensively because if their body language conflicts with their message, body language wins.

You Talkin' To Me?

He almost looked at the camera. Almost. (Click on the video below.)

But Joe Romm with the Center for American Progress never quite made the full optical commitment and as a result most, if not all, of what he was saying probably wasn’t heard. Because of his eyes.

He was looking at something. Or someone. Perhaps it was a TV monitor. Big mistake doing that. If it was a monitor, he should’ve asked them to either turn it off or turn it around. His eyes needed to be glued to the camera lens, like a magnet.

Romm is talking about Global Warming. He believes in it. That’s fine; this post is not interested in that debate. Did he make some good points? Hard to say. While he’s talking, anyone watching is wondering what he’s looking at. And why it’s not the camera.

This is a chronic issue. Your eyes are all important, as documented in two earlier posts here: The Eyes Have It! and The Eyes Have It, Part Deux. It’s worth repeating: non-verbals (a/k/a body language) account for more than 90% of what you communicate.

You’re Fired!

GM Chairman and acting CEO, Ed Whitacre

Outsted CEO Fritz Henderson

By Eric Seidel, CEO
The Media Trainers®

It’s bad enough having your firing announced live on national television. But how would you feel if the executive making that announcement treated it cavalierly, as if he was making a new product presentation?

That’s how General Motors chairman Ed Whitacre handled the dismissal of Fritz Henderson. Walking back and forth on a stage, reading from a script. Monitors in the background displaying large pictures of shiny new cars. This could’ve been an introduction of a new addition to GM’s automobile portfolio.

Check out the video below. Body language speaks volumes and here was Whitacre casually telling reporters in a hastily called news conference that Henderson was done. Thanks for your decades of service, Fritz! He even read the words; clearly heart-felt.

Had it not been live TV, it could just as well been a video of a rehearsal in Whitacre’s office. If the audio had been muted, you’d think he was conducting a lunch and learn.

Click for a free phone consultation of up to 30 minutes with a representative of The Media Trainers, LLC

Body Language at its Worst

By Eric Seidel, CEO
The Media Trainers®

Under fire and possibly targeted for criminal investigation, ACORN, the umbrella organization for a plethora of community and labor groups is attempting to repair, or at least control, the damage.

Both chambers of the US Congress already have voted overwhelmingly to turn off the federal faucet. This swift action was in reaction to a series of investigative videos at ACORN offices in three different cities that caught workers instructing a couple posing as a pimp and prostitute on how to cheat the IRS.

Long suspected of questionable practices by republicans in Congress, the videos fueled their cause. So, ACORN’s CEO Bertha Lewis has been on a media tour trying to minimize damage.

Presumably she agreed to be on the same Fox News Sunday set with GOP Congressman Darrell Issa of California, an ACORN critic. But by reading her body language, he might as well have been 3,000 miles away in his home district.

Several times, Issa spoke directly to Lewis, yet she never looked at him. Indeed, her refusal to even recognize he was sitting next to her, and talking directly to her, was so blatantly rude it served to diminish her as a person and an executive.

Her obvious intention to ignore the congressman may have made her and her minions feel good, but it served only to damage both her organization and her message.

In the video below, Issa asks Lewis a question and she responds as if a third person has asked it on his behalf. This is body language at its very worst!

The Eyes Have It, Part Deux

By Eric Seidel, CEO
The Media Trainers®

For context, I call your attention to the post in this space about a month ago entitled “The Eyes Have It.”

Here’s an addition. Watch it…

...what did he say?

Gentleman Jack

Power of the Unspoken Word

By Eric Seidel, CEO
The Media Trainers®


He stutters and stammers and often has to back up and correct a pronunciation. Yet, Jack Welch is one of the most effective communicators I’ve ever encountered. I’ve met him, spent time with him, and followed him in the media. His speech impediments, if that is an accurate description, certainly can be traced to his early childhood.

So what’s his secret? Well, it’s really no secret at all. Welch super sells his points non-verbally. His body language is emphatic; it validates what he is saying and makes him very convincing. I’ve witnessed him hold an audience of 750+ in the palm of his hand just through the way he used his hands, arms, and, when it fit, even his legs to make a point. Almost every word he uttered was supported by his non-verbal punctuation.

If an expert were to base judgment on Jack’s oratorical skills on speech alone, he would be overlooking more than 90% of what is being communicated.

I use one particular piece of video of Welch in my training that captures completely just how important your body language is to persuasive communication. You can click on it below. It’s from an interview with Chris Matthews, the master of interruption, on Hardball during a program from the business school at the University of Chicago. Welch is talking about how the desire of American businesses to innovate and take risks is being negatively affected by government regulation. In this segment, by the way, Matthews was so captivated by Welch, he (Chris) said just one word the entire time: "Yeah."

Your body language is important for all types of interviews. In a print interview, body language can help reporters choose the right quotes to use, and pick up the essence of your intended message. Even over the phone, body language comes through in the tone and sense of enthusiasm in your voice.

Jack Welch’s body language is honest; it’s not contrived; it comes naturally. And while you don’t have to imitate Jack Welch when you’re talking to a reporter, or employees, or a large audience, do what feels comfortable and will help you leave intended impressions.

And practice.

Swine Flu in Paradise

Your Verbal Body Language

By Eric Seidel, CEO
The Media Trainers®

Early on, Mexico became the epicenter of the swine flu virus. Clearly it’s the hardest hit point on the globe in terms of illnesses and deaths. Tourism is big business for this year-round vacation nation, where many escape to during winter, and college partiers congregate during their spring breaks. It’s only natural that the media would seek stories on the economic impact swine flu is having south of the border.

Those with much to lose have three choices vis-à-vis the news media: (1) be proactive, pursue media attention in order to reach target audiences; (2) be reactive and let the media call you and if they do, make sure you’re ready to talk; and (3) avoid media attention all together.

Frankly, I favor the first choice. In times of crisis, you have critical audiences that need information and you should want to reach them before your competition does. But make sure you’re ready for these opportunities.

Your first, and sometimes only, contact with some media will be over the phone. Have you considered what your “body language” says over the phone? Oh yes, body language is “heard” on the phone!

A sense, or lack, of enthusiasm is crucial to your believability and credibility. Inflection, enunciation, how prepared you sound, whether you make clear, concise points…all of this is important to persuasive messaging.

So consider the attached video below. It’s a phone interview with a spokeswoman with the Omni Cancun, definitely a fun-in-the-sun vacation spot with a lot at stake, interested in attracting families and college spring-breakers. Listen closely; see if you can hear a strong, credible overriding message. Consider how you’re responding emotionally. Do you feel convinced? Persuaded? Assured that the spokeswoman is confident herself in what she has to say?

After you hear (and watch) the interview, I’d be very interested to hear what you think. Take a moment and let me know: eseidel@themediatrainers.com.