Personal Branding - what do people say about you?

Someone once said we are all an 'Organization of One.' In terms of their product could you describe Safaricom, Equity Bank, Coca Cola or Toyota? But if I asked you to describe yourself in three words or less what you say – more importantly what would others say about you? Just like the well known companies I’ve just mentioned, we all have a personal brand. Did you know the quickest way of finding out your personal brand is to find out what people say about you behind your back! Did you also know that whether you’re a doctor, a designer, a DJ or a delivery guy – you’re all in sales and the product you selling is you. Yes – you’re the product, the message and the billboard all wrapped in one. Organizations will spend buckets of cash on company branding but personal branding of staff usually get short thrift. It’s not until you lose that contract or fail to get the promotion and when that failure is examined in the 20-20 vision that is hindsight that people come to grips with the fact that there may be something to this personal branding business after all. So what goes into developing your personal brand? It’s all the things I’ve been banging on about all year – your image, style, online presence, body language, non-verbal communication, the clothes you wear, manners, handshake, etc. Once you have built that powerful personal brand please do your utmost to protect it by being consistent. You can’t be a paragon of excellent business etiquette between 9-5 and then be crawling on your hands and knees at 11pm at night completely soused. Also be consistent in your communication of your personal brand to the world whether it’s through regular networking or meaningful tweets or blog posts. In a hyper competitive world going into 2011 it is incumbent to do an objective personal branding assessment of ourselves and see whether we seriously reflect on the outside the image we have of ourselves on the inside. Remember you can control the image other people have of you.

Talking of branding, Kenya took another hit yesterday as we made the headlines of virtually all the major international media outlets for all the wrong reasons. Someone somewhere needs to do some serious damage limitation and our successes as a nation MUST be communicated. On the other hand, we recently did get some positive international exposure through CNN Hero Evans Wadongo. Even I can’t quibble about the do’s and don’ts of smothering a celebrity (Halle Berry) in front of millions of people – suffice it to say good for you my man!

How to party like it's 2010

Not many things are as eagerly anticipated as the end of year office party. This is the one time you’ll want to go all out to thank your employees for a job well done, so the event should provide real value for money as well as a good time for all concerned. In fact, the end of year office bash is also a very good way of saying thank you to customers, clients and suppliers, but it is surprising how many businesses don’t make the most of what should be a good opportunity for networking, for cementing existing relationships and forging new ones.

If guests have been invited, it is a good idea to make certain that the staff are given information on the people coming so that they can open conversations and introduce them to other guests. There is nothing more cringe-worthy than a visiting MD being asked, “So what department do you work in?” Also it is vital that employees don’t just huddle together in a corner or only talk to the clients they know well. Even the end of year bash is a business party first and a social event second, and the whole point is to get to know new people, so they should all circulate! However it is a party so they shouldn’t just talk shop, although talking about sex or money is generally considered crass. Politics should also be avoided because of the impassioned opinions it usually brings forth even if avoiding this may be difficult in our current climate. I’ll also add football to this list as Kenyans have taken to English footie in such a fashion that supporting a rival club can sometimes result in grievous bodily harm.

If you wish to get a little amorous with a co-worker remember you are on show to everyone at the party and you don’t want to do anything you’ll regret later on or fodder for gossip. Keep your hands to yourself and stick to being friendly and professional on the night. Whilst it is essential to provide plenty of food and drink – too much drink can cause problems. In the words of one expert, "Alcohol should supplement the party, complement your party, but never dominate your party! In fact it is a good idea to alternate alcoholic drinks with glasses of water and pace yourself. You can always hit your local afterwards for a stronger nightcap. And whatever you do as the host, don't ever encourage people to get drunk! Also don’t be that guy closing the party at 4am in the morning when the cleaners are coming in. By midnight you should have had your fun, call it a night or take the party elsewhere. And regardless of how many vodka tonics you had the previous night, if the following day is a work day you still need to show up.


There may very well be a dress code but in the end it is up to each individual to decide what sort of an impression they want to make and what sort of company image they wish to project. But it is as well to remember that notwithstanding the free flowing alcohol it is a company event. If Black Tie is not specified then a suit with a tie for men and a smart, elegant outfit for ladies should suffice. This is the time you can dress up and put on the glitz if you feel like it, but again, it is best not to go over the top. The rule of thumb for the ladies says it is best not to flash too much flesh.

If you are ‘the boss’ then you cannot afford to be the life and soul of the office party. In a small business where everyone works together and there is no real hierarchy ‘the boss’ will usually mingle easily with everybody. If, on the other hand the organisation is large and most of the directors don’t have day to day dealings with their staff, it can be quite inhibiting if the CEO comes to the party as people might feel they should be on their best behaviour. In that case the CEO and other board members should put in an appearance at the beginning of the evening but not linger too long so that the other employees can enjoy themselves. If staff are allowed to bring partners to the party, this can be tough on some husbands and wives, as they can feel quite left out if the conversation is continually about office politics or gossip. If they are invited, it is up to their partners who work there to look after them and introduce them to other members of staff and make sure they are not left out. Hey, ever seen that episode of “The Office” where David Brent does his boogie? By all means cut loose on the dance floor but don’t create a spectacle!

Speaking to Lead

Someone famous once said – the only reason to give a speech is to change the world. Last Friday I sat and watched several different speeches back to back during the opening of the Global Peace Festival. This was an excellent opportunity for me to compare and contrast the speaking styles of the top echelon of our political leadership. Here are some of my brief observations about the President. I’ll write in detail about Raila and Kalonzo in a later posting.

The President unfortunately has much room for improvement when it comes to public speaking. Speaking should create a communication experience for the audience – they should be inspired and unfortunately I can’t remember the last time he did this. Let’s start with the content of many of the speeches. Even as his presidency is in it’s twilight, I would start by dropping the person or persons who writes them, they are deadly dull. Now to be fair when you are giving speech after speech in different locations every day it may be difficult to have input in the speeches but you have to own a speech to be able to deliver it well. Being handed note cards minutes before you go on stage will not an inspirational speech make.

Obama has a team of well paid writers crafting his speeches yet he will change the speeches himself and also have plenty of input in the final product. How can you have the time to do this if you have to give a speech every day and run a country at the same time? Well this brings up the issue of over exposure. I think the President gives way too many speeches diminishing the impact that any number of them make and also limiting his contribution to make the speeches his own. For any leader giving a speech is an opportunity to articulate a vision or initiative the government is undertaking like fighting graft or building the economy. Anytime you speak as a leader regardless of whether you are opening a conference or speaking to newly graduated policemen that is an opportunity for you to get your message across and show leadership qualities with the masses. So it is imperative that this communication is done well. Because of his over-reliance on his note cards and poor body language i.e. no eye contact nor natural hand gestures, monotone voice delivery, no smiling or facial expressions to match the message there is no ‘emotional investment’ in what he is saying and as the audience it is difficult to buy into what he is selling us.

Kibaki is at his most natural when he is speaking extemporaneously or off-the-cuff. Here we see the energy, the smile, gestures, eye contact – all the things that make us want to listen to him. On the downside he doesn’t come across as very statesman-like sometimes due to the language and the unsophisticated way of putting certain points across (pumbavu, fellows should be killed?). The best speech I can remember Kibaki giving was his inauguration speech in December 2002. I got the following from the transcript - when was the last time you heard the President say ‘Look around you, see what a gorgeous constellation of stars we are, just look at this dazzling mosaic of people’ or this paragraph ‘I was woken up this morning by rays of sunlight, which had bathed my room in such brilliance that it felt completely new. I looked far into the horizon and the beauty of what I saw around me stirred my soul. It was as if I was standing atop Mount Kenya surveying the landscape. I said to myself "Oh, what a beautiful country!" They need to resuscitate that speech writer wherever he or she is! See the two examples below of the contrasting styles of the President speaking

On another note – I hope there is some bright eyed, bushy tailed advertising exec who is busy putting together an ad campaign to sell Kenya on the back of Prince Will's engagement to Waity Katy – something along the lines of ‘Visit Kenya the land of royal proposals’

Is there life after death by PowerPoint?

What are your feelings when you are about to sit through another PowerPoint presentation? Let me throw some stats at you - did you know a staggering 30 million PowerPoint presentations are made every day. A study calculates the cost of meaningless PowerPoint presentations at about $252 million each day. Max Atkinson a UK based communications consultant in an attempt to work out how much boring presentations were costing the UK economy alone, came up with the figure of £7.8 billion a year. According to Atkinson, "The modern business presentation has lost its way. Every day, thousands of people are attending presentations, from which they are getting little or no benefit. Companies seem agreed that the customer is always right, but when it comes to presentations they don't seem to realise that the audience is the only customer that matters.

With public speaking skills increasingly diminishing, PowerPoint has become the default way of communicating to a large audience where it is easy to do a data dump and throw everything into a pre-designed slide template and then read it back verbatim at a sales meeting. And we the people are conditioned to sit in the dark and watch dense slide after dense slide.

Last week, I worked with an organization training them on their PowerPoint presentations for a big conference that their top guns are going to present at. My five big points were EYE CONTACT with the audience, REDUCE or eliminate bullets, MORE pictures and LESS text, ENTHUSIASM when presenting and PRACTICE!

Watch this pretty funny take on bad PowerPoint

Smile your way to the top

Many of the soft skills I talk about may seem basic or self evident but I make no apologies for that because sometimes we need a friendly nudge in the right direction every once in a while – and it is true that soft skills have become the number one criteria for career advancement and success in a world where increasingly everybody has the same level of education and even technical ability.

I flew to Zanzibar earlier this week on a regional airline which shall remain nameless except to say their colours are white and orange. A good strong smile is a winning asset in any business but especially in the hospitality or travel industry – something this airline’s cabin and ground crew definitely need to work on. A smile will not only influence how someone reacts to you face to face, but it will also warm your voice. For example while giving the safety announcement demo on the airline – believe me people would take more notice if you smiled while doing it.

It is amazing what effect a really bright smile can have. It can light up a plain face, and more importantly, break down the invisible barriers that exist between us all. Our expressions can have a material effect on the way we think and the way we feel. Want to be remembered? A smiling face is an appealing face, giving an agreeable first and lasting impression. Someone who doesn’t smile is quickly forgettable.

According to body language expert Carol Kinsey Goman whatever task you undertake physical or mental when you grimace or frown while doing it, you are sending your brain the message, “This is really difficult. I should stop.” The brain then responds by sending stress chemicals into your bloodstream. And this creates a vicious circle: the more stressed you are, the more difficult the task becomes. When you smile, your brain gets the message, “It’s not so bad. I can do this!”

I’m not advocating grinning like an idiot 24/7, but smiling is contagious and no matter how grave the meeting or bored with your job you are (note to the cabin crew girls) a smile can change the other person’s emotional state in a positive way. The reverse is also true. Try smiling at security guards, waiters, anyone in the service industry and note the change in customer service. Life is too serious anyway so it’s worth a try!

Taking criticism onboard

As part of giving talks and presentations, I put myself out there to a large constituency, some of whom do not agree with what I say and are critical of my message. I focus on the importance of soft skills and professional image and some people have become very successful in their professional careers without subscribing to the tenets I recommend. The majority of people who attend my talks or training are happy to receive any information to help them improve in an ever competitive world. It may be difficult to deal with negative feedback and initially it hurts a bit, but dealing with people who don’t agree with you is going to be a fact of life. Arianna Huffington, the acclaimed author and columnist says she doesn't believe in developing a thick skin, because a thick skin keeps out the good as well as the bad. Rather, she believes in letting things "in and out quickly" - acknowledging criticism but not dwelling on it.

My attitude is to take onboard everything and find out if there is something I can learn from it and then move on. We are always learning and in my business, nothing is ever strictly black or white.

On another slightly more upbeat note, and to all the men(and women) out there, a series featuring well dressed men and their approach to the daily ritual of dressing has been filmed. Do you spend this much time and effort contemplating your sartorial choices every morning? Or is this an exercise in narcissism (after all how many of us have a choice of clothes from Savile Row to choose from) and doesn’t really matter. You know which side I’m voting on so enjoy the video below.

Patrick Grant: How I Get Dressed from Chris Floyd on Vimeo.

Introducing yourself credibly

We spend a large chunk of our business lives listening to presentations, speeches and talks. How often have we heard this at the beginning of a talk. 'My name is Derek Bbanga of Public Image, I am the training manager and have been in this position for 2 years now, before that I used to work at……zzzzzz.' If your introduction is simply you reading back your CV, you will put the audience to sleep even before you’ve had a chance to get out of the gates. Ideally, you want someone else to introduce you to the audience and to set the stage for the main event. In fact listening to a great introduction of yourself will actually give you an added shot of confidence before you take to the stage.

Have you ever had difficulty finding someone to introduce you, saying 'I don't know what to say, have so-and-so do it.' Well, make it easy and write or print out your own version and give it to them. But rather than having someone read back a laundry list of your CV highlights you can instead focus on specific credentials as they relate to why you’ve been asked to speak. Add a dash of humour – most of us take ourselves way too seriously and we need to lighten up. Also nobody wants a speech before the main speech so keep the introduction brief – a minute maximum.

Jeff Koinange does a good job of introducing the guests on his show – he can make a lying, thieving, corrupt politician seem like the best thing since sliced bread by the time he’s through with his intro. The lesson here is to introduce the speaker with verve and enthusiasm, you owe it to them. He may go overboard or be a tad sycophantic but there is something to be said about looking for the positives in any guest or speaker.

And when you get up to speak after being introduced, don’t make the mistake of saying “Well, as you were told my name is Derek Bbanga, and I’m from a company called Public Image.” Just get on with your presentation or talk – try a quotation, or a startling fact to grab the audience’s attention. A short personal story is another way which serves both as an introduction to your topic and subtly signals your expertise in the area. Make sure you command your space at the beginning of any presentation with upright, open body language and by standing in the middle of the stage and close to the audience. This non-verbal communication is part of your introduction and gives you an air of competence and credibility to your audience.

Just a quick unrelated addendum to this posting - what is with the new KTN studio? The lighting is way too harsh, everyone is shining like a beacon. Also, I hope they haven't paid whomever designed the studio set - they should borrow a leaf from Citizen. Enough said

Unaenda wapi - the security situation in Kenya

Working for a security company as a watchman, gate sentry or as the front office person is for the most part a thankless task. On the job hazards include armed thugs and rude or indifferent visitors. However, as usually the first person that anyone will encounter when visiting a place of business, the majority of security staff need a crash course in soft skills and general business etiquette training. Do you ever need a sedative to calm down after engaging with one or more of these gate keepers?

Security guards literally set the tone for any visitor coming into the premises or the building or office. The ability to be warm and welcoming yet portray competency and professionalism is essential for them. I don’t necessarily need to be saluted like an army general, but certainly a smile and a friendly professional greeting is expected. “Unaenda wapi?” or “yes boss?” does not qualify under these rules of engagement. Magical words of courtesy will also go a long way in dealing with the public. Is it too much to expect a "May I please have your identification" rather than "toa ID!"

I’d also include a class in basic spoken English as part of their training. The official language of business in this country is English not Sheng or a variation of their mother tongue. Regardless of the accent, I want information that I can comprehend when that person is hopefully giving me some indispensable fact such as office floor location. And there should be no compromise on hygiene or grooming – remember they are setting the culture and tone for your business.

On another note – not to extend the wall to wall coverage of the Chilean miners rescue but I missed this fact the first time round. Apparently, on the eve of their rescue the miners requested grooming products such as hair gel, shampoo and even shoe polish. In addition to wanting to look the best for their families, they were sufficiently savvy about the image they were portraying to a world-wide audience and the importance of first impressions. What is your image when you step out of your own capsule every day into the world?

Be motivated to speak well

Sports has dominated the headlines for the last week as Kenya literally ran away with medals in Delhi. Cue the obligatory dancing and the off-the-cuff interviews outside the arrivals lounge at JKIA. Kenyan athletes dedicate months of training to get to the top of their careers but how much time is spent on improving their communication skills?

After running round the tartan track 24 times it might be difficult to marshal your thoughts but when the eyes of the entire commonwealth (not to mention the marketing managers of any number of products) are on you, you might want to sound somewhat articulate. Mind you some of the questions the reporters ask are mind numbingly inane resulting in mind numbingly inane answers. Regardless, successful sport celebrities have mastered the art of communication skills and they know that coming across during an interview as articulate, inspirational and persuasive will distinguish you as media savvy and give you a powerful personal brand.

Organizations are always looking for speakers to come in and motivate and inspire staff. On the speaking circuit in many countries amoung the most wanted speakers next to retired Presidents and Five Star generals are former great sportsmen and athletes. Sports appeals to almost everyone because we can all relate to beating the odds or overcoming hurdles. Legendary sports figures make great motivators because of sharing their secrets to success and how they overcame the odds to succeed. It saddens me in Kenya to see our former great athletes eking out an existence after successful careers when they should be amoungst the most sought after speakers by corporates. But it does boil down to communication skills or lack thereof.

Speaking of motivational speakers, before the big Harambee Stars game last week, I watched the boys on TV being given haircuts and head massages ostensibly to ‘motivate’ the lads before the game. As an image strategist, I’m all for looking dapper in public but it struck me that given our recent less than stellar performances, a real motivational speaker might be brought in next time to inspire the players and mentally give them an advantage – nothing against the girl clipping their toenails.

Great WSJ article on speaking to win business

The Gift of Gab
Speaking can be a lucrative path to more business. If you can stand it.Give a speech. Win a client.
by Barbara Haislip

As simple—or even scary—as that formula sounds, a host of entrepreneurs have found that conquering public speaking can be the route to more contacts and customers. Impressing people with your expertise at a conference, in a classroom or over the radio can sometimes win more business than making sales calls or manning a booth at a trade show.
See rest of the article here

Car trouble - sorry can't help you

Nairobi is supposed to be a friendly city right? Aren’t Kenyan’s in general known for being welcoming and affable. Well, unfortunately I was rudely disabused of this notion last Friday. It was 7.00pm in the evening and I was stuck on Uhuru Highway in parking lot type traffic. It was bumper to bumper without any movement for hours and I was listening to music with the car off and the lights on. You guessed it, when we finally moved and I tried to turn on the ignition – click, battery dead! The cacophony of blaring horns that descended on me was deafening. Someone even jumped out of his car and came round to my window to berate me for getting stuck in traffic. A mechanic in overalls and jumper cables appeared like a wraith out of the diesel fumes and began to help me push my car to the side of the road. Nobody would let us pass either as vehicles racing like Formula One cars passed us. No-one wanted to be in that traffic a second longer. Somehow we were able to dodge the cars chicken-like and push the vehicle onto the shoulder. It turns out this mechanic waits every evening at that spot for poor unfortunate souls like yours truly and then helps them (for a sizable fee of course in case you were thinking the man was doing this out of the magnanimity of his heart).

Once off the road, we couldn’t get anyone to help us jump the car. Even a man getting into his vehicle in the parking lot 8 feet away from me said he was in a hurry and drove off. We managed to push the car to a petrol station down the road where we were confronted by a petrol attendant incensed that we were not filling up with gas but looking for someone to help jump the car. The words he used are unprintable; suffice it to say we had to beat a hasty retreat back onto the road. There was bank of taxis up ahead and I had to negotiate another fee (300 bob if you must know) with one of the taxi drivers to simply lift the hood of his car and allow us to use his battery. Was it too much expecting people to go out of their way to help a fellow metropolitan or was I witnessing a general “decline in urban civility”. You be the judge

How to dress like a golfer

Its official – golfers are the dandiest athletes on the planet. And it’s not on the links I’m talking about but I was thoroughly impressed on the sartorial elegance of both Ryder Cup teams at the opening ceremony at Celtic Manor yesterday. Even their WAGS were in on the act, they looked classy and elegant - the American women in black trousers and stylish red macs and the European’s all in white, with royal blue scarves. Football WAGS take note no cleavage, ultra tight, mini-skirted outfits or tracksuits with UGG boots.

Overall both men’s teams looked fairly presidential in their subtle pin striped suits and blue ties. The highlights for me were the American cutaway collars - very accommodating for their Windsor knots, dimples in the ties, the three-point fold pocket handkerchiefs, and yes, brown shoes worn with a charcoal grey suits – pretty nifty. Gentlemen, remember to keep the suit buttoned at all times when standing or walking. And the rule is always the top, sometimes the middle, NEVER the bottom. Now, if only Miguel Angel Jimenez can get a haircut.

C’mon Europe!

Do you know what I do?

Relationships count and when you attend networking events. The key to being a good networker is to make it about the other person you meet. I met a lady last week at such an event and right from the get-go it was always about the hard sell. At the end of our brief conversation in which she knew nothing about me but she sure had told me all about why I should invest in her products, I felt like asking her would you care to know what I do for a living? Maybe it was from the way I was dressed (immaculately I might add) she automatically assumed I fit her target market. Now that may very well have been the case but when networking always try to make it about the other person. Strive to put the focus on the other person and ask probing questions about them to build trust and goodwill. I admit, it's not easy - I sometimes struggle to find something interesting in another person because I find my work so fascinating but it is better to be more interested in others than interesting.

If I meet you at an event and the first thing you do is hand me your business card with the sole intention of eliciting some business from me – chances are you are not going to get anything. It should never be patently obvious that you are only interested in selling to me and not interested in what I do. Here are some obvious signs to look out for or to avoid like the plague. Filtered listening or only picking up or responding to what is useful to you when engaging in conversation with another person. Rehearsing your response so it sounds like you’re only interested in getting to the next part of your business pitch. Interrupting the other person’s conversation to get your pitch back on track or to get to the end of the customer spiel. Avoid coming across like a used car salesman and instead master the art of soft skills to get people to reveal what you want without them knowing you are actually doing it. One way is simply to begin to build relationships with the people you meet while networking and not the hard sell.

A politically correct image

It’s full campaign mode for the candidates in the Juja and Makadara by-election and the savvy politician knows that his or her public image is just as important as the issues. The astute politician should be re-examining the way they present themselves in order to be ready when voters ask: Do they fit the image of what I want my public representative to look like. Isn't it a question of style over substance you may quibble, but politicians running campaigns most acknowledge that what they wear, how they speak and how they present themselves plays a part in their ability to convey their message. Political figures from Margaret Thatcher and Gorbachev to Sarkozy and Canada’s Stephen Harper have all undergone image coaching in communication skills, handling the media, dressing and body language. In fact, presidential candidate Al Gore payed a consultant $15,000 a month during the 2000 presidential campaign to give him a makeover.

Here at home for example, ditching the dark glasses or transition lenses especially when speaking at a kamkunji or interviewing on TV, is important because eye contact is vital as it lets us (the voters) know that you are being sincere in what you are saying. If I can’t see your eyes, the instinct is to think you’re hiding something. People are affected by the way you dress and dressing to convey authority, commitment, professionalism is crucial. Dressing up rather than down conveys this whether you like it or not. Thinking that people won’t really care what you wear is simply hubris. Using the psychology of colour like blue to convey trust or red to convey power can influence the public instead of just wearing party colours. Body language (upright, open gestures) and speech patterns (using the power of three for example) can all be used to influence the voters in a subconscious way. A good public image (how you are seen, heard and behave) won’t necessarily secure you an election victory, but it will help you be listened to, possibly believed and subsequently voted for.

Why your handshake is a character indicator

I have heard through the grapevine that a certain potential presidential candidate in 2012 has a weak handshake. Why is your handshake so important? The handshake may appear little more than a formality, but it is also a view into the personality of the person on the other end. The strength of contact can quite literally be an indicator of character.

A firm handshake is vital; I certainly find it makes a strong impression on me. If someone in a powerful position offers me the limp lettuce or a wet fish, I always question how they got where they did, and wonder where their weak point is. One study on handshakes showed that people are two times more likely to remember you if you shake hands with them. The researchers also found that people react to those with whom they shake hands by being more open and friendly.

Some people tend to go over board and are almost fierce in the way they grasp your unsuspecting paw. No need to over do it! It is quite sufficient to take the hand, clasp it firmly and then let go. Maintain good eye contact, open body positioning, and a smile to go with that shake. Holding the other person’s hand a few fractions of a second longer than you are naturally inclined to do will also convey additional sincerity and quite literally “holds” the other person’s attention while you exchange greetings. It can be interesting to watch out for personality traits in the way a hand is proffered.
* The person to offer the hand first is generally the most assertive
* If no hand is offered in return, that person is either very shy, has a hygiene phobia or is trying to put you down!
* A dominant handshake is offered with the palm face down.
* A submissive hand shake is when the palm faces up.
* Aim for equal status - arm outstretched with the hand horizontal,
thumb facing upwards.
* Start talking before you let go - “How do you do, it’s good to meet you”.
As for that potential presidential candidate, pressing the flesh is going to be your dominant form of interaction with the general public. Remember that you are being judged on your handshake whether consciously or subconsciously, so make it count.

And if this doesn't convince you, then how about prolonging your life. The strength of your handshake could be a clue to how long you'll live, say scientists from University College London. They matched older people's balance, grip strength and ability to get up from a chair with their risk of an earlier death. Those who did best were likely to live longer, the British Medical Journal reported.

Would you wear this on TV?

What do you think of our news anchors and presenters on TV, more pointedly, does what they wear ever affect your ability to digest your dinner or breakfast. If one chooses a career in TV, your sartorial choices will be dissected by millions of people and will affect whether you come across as a dignified professional with style or just another pretty face wearing an awful top. The objective should be to appear trustworthy yet stylish. I’m constantly amazed by the wardrobe choices that many news readers and presenters pick which is at best distracting to the viewers and at worst killing their credibility. You do have a style personality but as a trusted news source, you need a state-of-the-art appearance so it is assumed that everything associated with you outclasses the competition. Nothing personal, but I happen to prefer my news readers to have a little grey in their hair rather than appear like they graduated from college yesterday. The gravitas of an older person I think lends more trustworthiness to a newscast. So for the current crop of 'young uns' seen on all channels, you can come across as more mature in the world of journalism (not old and tired) by what you wear. This does not have to sacrifice one’s femininity or youthful vigour but dressing with care to flatter your body type, using the psychology of colour to enhance your appearance and wearing clothes that fit you well. I won’t be handing out individual barbs or bouquets but here are some egregious examples of what not to wear. For women these include – manly looking blazer suits also known as “daddy blazers”, ruffled tops and those shiny blouses(you're reading the news, not auditioning for a musical, conservative should be your byword); and for men – suits that are too big (you look like a school boy trying to dress up, a major credibility killer), black shirts with ties (you look too much like a mafia gangster), tie knots so large that they swallow your neck (please get with the programme, slim ties have been in vogue for a number of years now). Any other style misses you see on TV?

When to tweet or not to tweet

It’s true – Martha Karua was tweeting during the speeches at Uhuru Park. Good on her I say for embracing social media but does anything like social media etiquette exist? There is a prevalent view that rules of courtesy, decorum, and business etiquette do not apply in social media. I attended a - surprise surprise - Social Media panel discussion last week and one of the panelists was head down constantly on his BlackBerry tweeting away. He only stopped when he was the one talking. At one point he even pointed his phone at one of his bemused colleagues who was speaking to get some footage. I’m in the business of how you are seen, heard and behave and as a rule tweeting during meetings or discussions especially with an audience is just plain inappropriate and flagrantly rude. The rule of thumb should be you owe the people or person who is talking the respect to give them your undivided attention. If you want to tweet, do it later or step outside. Facebook, and Twitter, and Linked-In all have their own set of rules and protocols and are developing as time goes on. What other twitter faux pas get your goat?

Taking the super out of supermarket

It’s so convenient for me to shop these days - I literally step out my front door into the grocery aisle at my local supermarket. Brill I tell you - that is until I have to deal with the customer service skills of the staff working there. And let me illustrate my point by giving you a positive shopping experience I had at another shop.

I walked into a smaller shop looking for a particular product and it wasn't long before an assistant was showing me the display with an array of similar products but unfortunately what I was looking for was not there. The shop employee paused for a moment and told me where I could find it. Not in their shop, but at another one about ten minutes away. He told me exactly how to get there, where to park and even where else to go if on the off chance I missed it there. Although disappointed that I couldn't find what I was looking for I left there feeling chuffed that the assistant had gone beyond the call of duty and treated me like a fellow shopper rather than a customer whose only value was in making a purchase.

Right, back to my local – supermarket that is, where I’ve engaged in staring contests with their staff desperately trying to get someone to come forward and help me as I’m clearly struggling trying to find some product. Only then to receive an abrupt ‘hio hakuna’ as they walk away leaving me in abject desperation! I’m a creature of habit, I go for pretty much the same products and meet the same faces manning the same aisles every time. Not once have I been acknowledged as a repeat customer, no greeting warm or otherwise, even a nod of the head, as for a smile you'd have better chance finding rain in a desert. Now I’m sure a lot of this indifferent service boils down to the low wages and long hours. In huge supermarket chains like this, staff are rarely made to feel the importance of their role or offered real incentives to excel and ‘go the extra mile.’ This impacts loyalty as well as customer service in general.

Let me get this of my chest while am at it - but my pet peeve at the checkout line is when receiving change and I have to balance a pile of coins on top of another pile of notes. I wish they’d hand me the notes first and then give me the coins separately (ok, rant over). I think all supermarket chains should make sure their employees know and understand the importance of customer service and a positive attitude when dealing with shoppers. Secondly, training in the art of communication, body language and company image is a must.

What's the level of service at your supermarket?

Remaining authentic when incorporating soft skills

Last Wednesday I gave a talk to the British Council Leadership Forum at the Sarova Stanley. My presentation was entitled "Why your Handshake might be costing you money: The importance of Soft Skills in Business." One of the questions that was raised during my Q&A was about remaining authentic when incorporating some of the soft skills as part of your repertoire in business. I want to elaborate a little on that. This does not mean being a fake. You can be authentic and show who you are and also adapt people skills that will help you. Above all be above board and transparent with your dealings with people. Do let your personality come through – you do not be to be straight jacketed into something you are not. But never forget we make immediate judgements about who we want to talk to on appearance and body language. This is followed by how people sound, not what they are saying. The impression a person, a place or an organisation makes on you is very important; however, try to beware of jumping to snap decisions - especially about people. Some of us are better at evaluating our fellows than others, and although we should take notice of initial reactions they must not prejudice us against exploring further.

Wot does dis txt say abt me

I have a confession to make - I’m firmly old school. I enjoy music from the seventies, movies from the eighties and the WWF before it became WWE. I also try as much as is humanly possible to write in complete sentences whether texting or emailing. It literally takes me five minutes to write an SMS as I'm incapable of using text language. Modern technology has been responsible for many changes in our lives but has it also led to the demise of the properly written word. Short messages like twitter have also done much to malign the written word. I received a text that other day that went like this. Tks 4 d msg I cnt CU 2mrw I hav 2go 2C my bro. Can you decipher that? And this was supposed to be an official response to my setting up a business meeting!

I won’t quibble with someone dashing off a quick text to a friend on a non-business related matter saying R U there instead of are you there – I am not that pedantic. But when communicating for business, what message are you sending by txting lik dis? What does it say about your professionalism and your personal brand in general? Let me get your feedback about using texting language in business communication

Is beauty in the eye of the hiring manager?

I am writing this post with great trepidation - why, because NEWSWEEK Magazine recently surveyed hiring managers and job seekers about the role of beauty in the workplace. The bottom line? It pays to be good-looking. According to the report, paying attention to your looks isn't just about vanity but economic survival.

According to the NEWSWEEK article handsome men earn on average 5 percent more than their less-attractive counterparts (good-looking women earn 4 percent more). NEWSWEEK surveyed 202 corporate hiring managers, from human-resources staff to senior-level vice presidents, as well as 964 members of the public. Fifty-seven percent of hiring managers told NEWSWEEK that qualified but unattractive candidates are likely to have a harder time landing a job, while more than half advised spending as much time and money on “making sure they look attractive” as on perfecting a résumé. Read the full results of the survey here:
http://www.newsweek.com/2010/07/19/poll-how-much-is-beauty-worth-at-work.html

Is there a cultural bias here - is this only in America? In his blog oyungapala.com, Oyunga wrote about "Why good looks count". He says "beauty is a premium and the multi-billion dollar beauty industry is proof. Women will always be judged by their looks first and all else after that. Ouch! At the end of the day when someone looks good their self esteem goes up but is it fair that because you won the "dashing looks" lottery at birth you have the right to make more money than your colleague who fell out of the ugly tree. A positive image can overcome any perceived deficiencies in the looks department. A positive image can transmit confidence, competence, reassurance and responsibility. It is important to realise our strengths and weaknesses, so that we can maximise the positive and minimise the negative.

What the.......

If you have sat through or given a PowerPoint presentation you may relate to this



Even the sharpest military minds in American were left baffled by this PowerPoint slide, a mind-boggling attempt to explain the situation in Afghanistan.

See full story here http://www.guardian.co.uk/world/julian-borger-global-security-blog/2010/apr/27/afghanistan-microsoft

'When we understand that slide, we'll have won the war,' General Stanley McChrystal, the former US and NATO force commander, remarked wryly when confronted by the sprawling spaghetti diagram in a briefing. PowerPoint has become public enemy number one for many US officers who find themselves battling slide presentations rather than insurgents. Some have gone as far as to declare all-out war on the software after the military command was over-run with mind-numbing 30-slide presentations.

There is really only one secret to good slides and that is simplicity. Each slide should be used to make one point only. Slides which contain too much information, or illustration, look cluttered and are difficult to follow. Too many words make the text small and difficult to read. As a general guideline it is best to have only six lines of text per slide and six words per line. Graphs and diagrams should be similarly uncluttered. If you feel that it is really important for your audience to have information in the form of complicated tables or diagrams, it is better to give them a hard copy. Above all remember this – PowerPoint is there to help the audience comprehend the message, and it should not be used as a prompt for the speaker.

How impressionable are you?

First impressions have to be taken seriously because they are very difficult to lose. If the impression is negative, it will stay with us for a long time, making it very difficult to create a positive image. We make up ninety per cent of our minds about someone in the first twenty or thirty seconds of meeting them. Analysts claim that our reaction to others is judged thus:
* 58% how we look
* 35% how we sound
* 7% what we say
There are many things that can make you stand out. The way you walk, the way you stand, the way you talk, the way you introduce yourself. We are naturally attracted to people similar to ourselves; it is a bit like an animal recognising friend or foe by the colour of its fur and the smell of its skin. While we don’t usually go round sniffing each other, the subconscious is very powerful, and that is one reason so much money is spent on research into perfumes and colour, for instance. The way someone dresses, speaks, the way they walk, the way they eat all helps to build a picture of that person.

If you run your own company or manage a department in a large organisation, you have to make sure that your images match. So what about the image of a company itself? If you work in grotty, scruffy premises and dress as though you do, you are more likely to under perform than if you dress to a high standard. All those things help to consciously and sub-consciously project a positive image. Whether we like it or not, the way we look influences the way we are perceived and received by others. Police reports all describe people’s dress and size as these are the first things we notice. You have to decide what image you want to impress upon people and try to make sure that you achieve it. Whoever you are, wherever you are and whatever you are doing, you are creating an impression. In business, impression is playing an increasing part in whether you are successful in getting a job and whether you are recognised as being suitable to continue holding that position and the likelihood of promotion.

Here is recent clip from K24 on teaching business etiquette with yours truly

"Our athletes should get smarter to conquer the world"

Sports Illustrated magazine announced the top earning sportsmen of 2010. There are not enough zero's on a calculator to show in Kenya shillings what some of these top athletes earn in dollars. And it's in the endorsements that the big bucks kick in. Even after being dropped by Gatorade, AT&T and Accenture for his philandering, Tiger Woods still made $70,000,000 in endorsing products from companies like Nike and Tag Heuer. Sportsmen like Woods are a marketers dream as they have the holy trinity of good looks and style, good communication skills and of course are proven winners.

Donald Kipkorir in an article he wrote in the Nation called "Our athletes should get smarter to conquer the world" said "Bolt, Woods, Williams, Beckham and Paquiao receive multi million dollar endorsements for few reasons - their eloquence, fashion style, poise, charisma and presence. Kipkorir says our athletes main language of communication is mother tongue or a smattering of Kiswahili or deep sheng - to most of them English might as well be Mandarin. After winning races they are hardly interviewed by international media and in the few instances when asked their strategy for winning they say something like this: "I run, I run, I run, I prayed and I win". He goes on to say with the money some of our top athletes earn spending a little part of it to be polished and presentable is worth every cent. When our athletes wear mitumba or suits made in River Road, their global reach will be beyond them. Unless they improve their style and image, social and communication skills and media relations, Coca-Cola, Pepsi, Nike and Puma will not call on them. The few millions in Kenya shillings they earn in a year will never be millions of dollars.'

What do your shoes say about you?

Did you know when we are judging someone on a professional level we often look at their shoes first before the rest of what they are wearing? Shoes can tell someone a great deal about you and how seriously you wish to be taken especially in a city like Nairobi where the twin forces of dust and public transportation can be lethal to the state your footwear. Here is a great video about how to shine a pair of shoes - watch this guy really go to town on buffing these brogues.

State to give cabbies, auto drivers lessons in etiquette

Don't get too excited its not happening here in Kenya but in India. I found this great article posted on etiquette expert Cynthia Letts website. I thought it was particularly timely given we are expecting an influx of international visitors when the African Athletic Championship begins next week on July 28th. We regularly host large international events and this is training that would not go amiss.

State to give cabbies, auto drivers lessons in etiquette
Parvathi Ramanathan, Hindustan Times
Email Author
Mumbai, July 19, 2010

As part of an effort to turn Maharashtra into a tourism powerhouse in its 50th year, the state government has taken on a project that its citizens had been waiting for - training in courtesy and etiquette for taxi and rickshaw drivers. The programme will kick off on Monday and will cover 2 lakh drivers, of which, 50,000 are from Mumbai. It will be part of the Visit Golden Maharashtra project, conceived by the Maharashtra Economic Development Council (MEDC) and supported by the Maharashtra Tourism Development Corporation and state government.

The authorities hope that it will help create a positive image of the state among tourists who come to visit. The state has engaged ‘For She Travels and Logistics’, that started the first taxi service exclusively for ladies in Mumbai and Delhi, to impart the training during the eight-month programme.

Each class will have 100 to 150 drivers and will last three to four hours.At the end, the drivers will be given certificates that they can display in their taxis.
The primary aim is to impart soft skills, such as how to address people respectfully. Drivers will also be taught safety norms, fuel conservation techniques and put through a refresher course on road signs.

Apart from this, they will be provided with information on tourist interests that they can pass on to visitors. “Often, we feel the need for this kind of information. Training in basic etiquette will do us all good,” said Mahim-based taxi driver Mohammad Ziaulla (43).

MEDC Vice-President (International) Vinod Gupta said the programme will help raise drivers’ business prospects and help the tourism industry.

“Taxi and rickshaw drivers are the first point of interaction for tourists. Their behaviour can create a lasting impression on visitors’ minds and affect how they feel about the city .”

The response from taxi drivers has been good.

Waiting for goosebumps

I’ve wanted to write about this for quite sometime now. This comes from watching and sometimes snoozing through one too many speeches by leaders (in politics and business) coming across as flat, uninspiring and being read. As a leader, speeches should aim be inspiring. When you aim to inspire, people should feel sincerity. Reading speeches is not leading – where inspiration is critical. For once I’d like to have a goosebump moment or have the hairs on the back of my neck stand up listening to a speech from a leader in Kenya instead of from a fictional one played on TV.

Whereas reading a speech may not necessarily mean you aren’t speaking from the heart, politicians like Obama or Blair are naturally good performers who are adept at using speech prompters, which make them look as though they have learned the speech, which is very seldom the case. They also have excellent speech writers and researchers who work with them on creating their speeches. But they also have a large amount of input so they are not just reading the words of someone else. It is always more convincing to speak without notes, but to learn a speech takes time and it means rehearsing. However all is not lost - Martin Luther King and John F. Kennedy most memorable and inspirational lines didn’t come from extemporaneous speeches but from written speeches. “I have a dream…..” and “ask not what your country can do for you…..” both came from speeches in all likelihood written by someone else.

Email is no joking matter

When it comes to email at work, we’ve all received forwarded jokes or those chain letters that tell you to forward to 10 people or else. I suspect we may have also sent out a few at some time or other. What is the email etiquette regarding these types of correspondence? Just don’t do it! Don’t send jokes or non-business related e-mails on company time while using your business e-mail address and/or company resources especially if you are going to send it to another persons business email address. What you do on your personal email address is entirely up to you but business e-mail addresses should be used for business communications.

Think about it, can you be 100% sure the person reading your joke on the priest and farmer shares your quirky sense of humor? It may be funniest thing you have read since our MP’s decided to increase their salaries but will the person on the receiving end find the topic as compelling as you do to want to read it during their busy business day. If someone persists in sending you inappropriate jokes and emails, it is well within your right to politely ask them to either send them to your personal email or say something along the lines of “Kamau, thanks for this but you're going to have to stop sending me these types of jokes or chain emails because I’m so busy at work that I don’t have time to keep up with them.”

Studies have shown how much time and money is being wasted on unnecessary emails even within organizations so don’t pass them along to your colleagues at work either thinking you are lightening the mood at work. The last thing you want to do is compromise how others think about how seriously you take your job. For many emails have become one of the primary sources of communication and form the first impression and lasting impression people have of us.

The Business of the Card

This morning I attended a networking breakfast where they were over 100 people. As you can imagine there was great buzz in the room as people did the rounds striking up conversation, trying to get business or referrals etc. Some people did the unthinkable and showed up without business cards. That is like going lion hunting without a gun – just how are you going to succeed? I stash my business cards everywhere – in my car, wallet, folder, etc. I never want to be caught without one. Ideally though, you want to present them in a nice business card case. At the function this morning I collected more business cards in one hour than I have in the last 3 months. Some people, I was able to have a conversation with, strike up some sort of relationship which ended in an exchange of business cards. Others literally walked round the room handing out business cards left, right and centre without so much as a hello. You are not in business to keep your printer in business (with apologies to the people in the printing business reading this). A business card should be used to cement a relationship – it should be used to give people the information that they want to get back to you to continue a conversation you have started with them. Networking functions are not meant for you to shower the room with your business card thinking the law of averages will work and you’ll get at least some business if as many people as possible get your business card. Also never try to seal the deal right then and there, continue to connect with the person instead. I am now jotting down information on the back of all the cards I received – where I met the person and the date. For those I developed a relationship with, I add additional info like what we talked about and when to get in touch with them again if need be. Unfortunately a lot of the cards I received will not be looked at again because people buy from people not business cards. A final tip – resist spamming the email addresses from every card you received with your products or services, it is considered poor business etiquette.

Which stats are you known for?

A former Citibank employeee in New York who was fired from her job is suing her former employers claiming that she was forced out of her job because she was too good looking. Debrahlee Lorenzana says she was subject to "improper comments" and was reprimanded for dressing sexily - when all she was doing was dressing professionally. Her bosses told her that "as a result of the shape of her figure, such clothes were purportedly 'too distracting' for her male colleagues and supervisors to bear," she says. See the full story here http://www.businessinsider.com/debrahlee-lorenzana-citi-2010-6

My observations in this part of the world, is that dressing for body type is particularly challenging especially given the generous proportions that God dished out to our women. Dressing correctly for your particular body shape is key to being seen as a professional and more so when working in a conservative occupation like banking or law. When it comes to what to wear for work, I’m sure you must have heard ‘dress for the job you want and not the job you have’ - you must be aware of the image are sending out. As a woman you should be known for the statistics coming out of your mouth and not the vital statistics your clothes are straining to cover. For example a man wearing a suit that is two sizes too large for him doesn’t present a very good image. Fit and wearing appropriate clothes for the job should never be underestimated in being perceived as competent and knowledgeable in whatever profession you may be. Tailored clothes are infinitely better than too tight or too big. Here’s a quick tip – identify a good tailor who can adjust the clothes you buy so that they fit your unique body shape without necessarily sacrificing your own personal style.

The state of the office

I walked into a lawyers office last week......and walked right out. The lawyer came recommended but being in the first impression business I made an executive decision not to give them any. Why - because of the state of the office. The reception looked like hurricanes Katrina, Charlie and Hugo had passed through. Piles of dusty files, stools balancing on magazines, walls that looked like a squash court, beaten up furniture...you get the picture. Whether you are in a gleaming new building on Upper Hill or in Shankardass House in downtown Nairobi - all companies should make some effort in presenting an appealing visual image of the office especially the reception area. Make sure that this area portrays a professional environment i.e. is not cluttered with papers or files. Scuffed walls, battered tables, worn out seats do not give a good impression and visitors are likely to think sloppy look, sloppy work. Here's another tip for the lawyer who may or may not be reading this...invest in a quality tea set and cups rather than proffering a chipped mug with Christmas Santa’s all over it.

Gormandizing at business lunch

“Don’t gormandize those victuals, you look like pigs at a trough!” one of my school teachers used to say. Although you could hardly blame us for bolting down our food, having not had anything to eat since breakfast. So much business is done over breakfast, lunch or dinner that an important aid to a positive image is good table manners. We’ve all sat down for lunch or dinner with that person who eats in such a cumbersome manner that it becomes distracting in the extreme. It is not easy to present a confident image if you chew with your mouth open, spray bread crumbs everywhere or stab the air (and quite possibly the waiter!) with a knife when driving a point home about last quarter’s numbers. The focus of attention will sadly fall on your table manners, rather than what you are saying.

Correct dining etiquette is associated with competence and bad table manners are equated with a lack of ability. You never know when you’ll have to seat a senior business colleague or even be asked to give an appropriate toast. So knowing the correct etiquette means you can concentrate on the people you are doing business with, rather than how you are going to eat the next course. To have that information at your finger tips, whether you use it or not, will give you the confidence to cope with any situation, however formal.

Have you ever been confused which knife or fork to use first? If you are confronted by a complicated layout of knives and forks it can be very intimidating. It's all very well for you to wait to see which one everybody else uses first before you start, but what if you are the host and everybody is waiting for you? When tackling a frightening array of silverware, a good rule of thumb is to start on the outside and work your way in.

When it comes to the buffet, please be judicious and put a smaller amount of food on your plate rather than taking everything on offer. I’m have on more than one occasion been simply riveted by the amount of food that some presumably really hungry conference delegate has piled on their plate. It is at best distracting and at worst you come across as simply greedy. The focus should be on discussing business or networking and not have people wondering where all that food is going to! If a dish comes to the table which you are unfamiliar with, I always say have at least three mouthfuls – you just might enjoy it! If you cannot stomach it (literally) any further you can politely tell your host it was delicious but you have had quite enough. It is considered bad etiquette to refuse any food outright unless you are a vegetarian or allergic - happy dining!

Are manners in business for wimps?

Yesterday I visited a well known electronics store in town to buy a computer part. For those not in the know, this store carries numerous electronics, computer parts, gadgets, phones etc. The set up is such that you have the shop assistants attending to the customers in a rather chaotic and noisy fashion all over the floor whilst in strategic corners around the shop the “owners” sit on chairs behind counters keeping a mindful eye on proceedings.

Whilst I was there, one of the owners was on his cell phone walking up and down whilst screaming all manner of obscenities at the unfortunate person on the other end of the line. Never mind the store was full of customers – this man was either oblivious to the fact or he wanted to make a point to everyone that he was not to be messed around with. You could cut the tension in the air with a knife it was so palpable. Customers were practically cowering and my jaw was literally on the floor as this guy was ranting and raving loudly in language that would make a soldier blush. I asked the sales person helping me if this was normal and he muttered under his breath that this happened practically every day.

Those of us who speak, write and coach others on business etiquette have declared rudeness to be rampant for some time and have seen the toll it has taken. Bullying, profanity and insensitivity are making work lives unpleasant and as a result, customer service and productivity are suffering. It goes without saying that good manners in the workplace need to come from the top. When the tone is set from the top down, civility becomes part of the company culture. Leave alone the effect on customers (I for one will never shop there again) but studies show that 12% of all employees choose to leave rather than put up with this kind of uncivil behaviour – a clear impact to how efficiently a business runs.

Giving a Talk? Mind your Language

What language should you use when giving a speech or talk? There are so many ways to say the same thing that it is unnecessary to repeat words unless you want to add impact ‘It is essential that we get costs under control; I say again, essential if we are to make a profit this year.’ Repeated words make the audience bored, so use alternatives ‘It is essential that we get costs under control; this is crucial if we are to make a profit this year.’

Where does one draw the line between blatant marketing and delivering valuable information in an interesting way? Let’s take two examples: ‘At Excellent Marketing Ltd we have all the expertise and solutions you need for an innovative campaign to increase your business in these difficult times.’ ‘In these difficult times an innovative campaign is vital if you are to increase your business. There are a number of options available and we at Excellent Marketing Ltd would be delighted to discuss them with you.’

How do you start your speech or presentation? You can open with ‘Good morning ladies and gentlemen, my name is….and I am going to talk to you about….’ which is fine but a bit commonplace. You can ask a question ‘How many of you are wondering how long I am going to talk for this morning? Don’t worry, I am not going to keep you long, but what I have to say will encourage you to take an entirely different approach to marketing your products. My name is… ‘

It is as well to try and avoid common cliché phrases like ‘It gives me great pleasure....’ or jargon like ‘I would like 'it goes without saying' or 'at the end of the day' …’ develop your own style, use your own words and phrases. This is fundamental if your speeches are to be remembered and your message taken to heart.

A quick tip - never clear your throat at the microphone. Clear it before you get up to speak, no-one in the audience should hear the sound of phlegm being removed.

Polishing up to get endorsements

So have you been caught up in all the hoopla – the ‘ballers’ are back in town. In the worlds most famous sport arguably two of Kenya’s best known exports are Dennis Oliech and McDonald Mariga. And as I said you can’t have missed it – one of them handing out cash at a local premier league game and another caught on camera driving away from the car dealer in a mint new Hummer. With the inflated salaries in some European leagues, even a bench warmer can earn a pretty penny. Good on them I say, but the real money is in endorsements. It is estimated that companies world wide spend close to one billion dollars on athlete and celebrity endorsements each year and for good reason. I agree with Donald Kipkorir writing in the Daily Nation when he said that we read in the media about how much our athletes win in races or make playing football and we say 'wow' - but only if we knew how much more they could earn through endorsements.

The highest-paid athletes in the world make money from a combination of salaries, bonuses, prize money and endorsements - and endorsements are by far the largest income deriver. In 2009 Tiger Woods earned Ksh 7.5 billion alone in endorsements before his image implosion. So why aren’t our sports stars making Tiger Woods money? Ok, maybe not Tiger Woods money but why not Manny Paquiao, Wayne Rooney, Usain Bolt or Lewis Hamilton cash? Again to quote Kipkorir, ‘With the amount of money they earn, spending a little part of it to be polished and learning to speak well is worth every cent. It doesn’t matter how many records one breaks or what football clubs one has been signed into, language and style limitation is a real limitation. Just watch the sports SOYA awards and you'll know what I'm talking about. Coca-Cola, Pepsi, Nike and Puma will not call on them. The few millions in Kenya shillings they earn in a year will never be millions of dollars.'

Interview like a celebrity

I’ve watched number of interviews with prominent personalities both local and international and in this writers humble opinion there is much room for improvement . The ability to connect and build rapport with any audience is crucial and yet many lack this basic skill. I’ve seen everything from one word answers to innumerable ums and ahs (known as fillers), to people going off on irrelevant tangents or useless diatribes. I wonder how many of them actually prepare before they come into studio or even put some thought into what they are going to say. Great interview and communication skills can be taught and one trained – not to give rote answers but to put oneself in the shoes of the viewers or listeners. This also means looking the part and not like you were caught running to the kiosk to get some bread.

I watched John Legend the musician, being interviewed on CNN last week and was pleasantly surprised. He was insightful, funny and entertaining. He was dressed well, didn’t hide behind dark glasses and his body language showed that he was listening carefully as much as he spoke. And when he did, his voice was warm, well modulated and had sufficient vocal variety to keep us (the viewers) interested. His answers were not canned but well thought out and he engaged in an actual conversation and not simply yes or no answers. A halfway decent grasp of the language and a knowledge of a wide range of topics makes an interview interesting. I’m not saying you have to lyrically flow like PLO Lumumba or have a clipped accent like John Sibi-Okumu but speaking in ‘pesa nane’ English does one no favours. And here’s something you might not know – studies have shown that a deeper voice (think husky in women) is more pleasing to the ear of the listener. A high pitched voice is considered a big turn off, so men think Barry White when interviewing and for women the dulcet tones of Julie Gichuru.

And finally a quick word on acceptance speeches. I recently watched the Groove Awards, Kenya’s gospel music awards love fest. I paid particular attention to the acceptance speeches and saw the good the bad and the unintelligible. When accepting an award you need to be brief, gracious and modest. Reciting your family lineage or musical history is NOT the way to go. That goes for anybody receiving an award, be prepared just in case you do win that prize for person of the year.

Soft skills matter

Branding is important for the long-term success of a business. Therefore companies spend a lot of time and efforts building and developing a strong and credible brand. Companies have realized that their employees are their brand ambassadors not only in the workplace, but on the outside as well. In all corporations, especially in those where employees deal directly with the clients/customers, it is crucial that the employees “live the brand”. This means that they have to embody the brand’s qualities and deliver on the brand’s promise. In sum, the employees are the brand. Reduction of turnover in the workforce is a major area of focus of companies. Studies have shown that job satisfaction, which leads to the reduction of turnover, is closely linked to career development. Thus, most companies develop elaborate training sessions which are aimed at increasing employees’ proficiency. Unfortunately, most concentrate on developing technical skills, and seldom address the soft skills which are critical to an employee’s career advancement. The unarguable advantage of soft skills training is that it teaches people to be aware of organizational politics and about the advantages of self promotion.

Reprinted with kind permission from Kali Evans-Raoul of The Image Studios (www.theimagestudios.com) from her article entitled Why Soft Skills are important during tough economic times

Even the best speakers were once terrifed

Most of us will have to give a talk or make a public presentation at some time in our lives. It may be to a handful of colleagues or an audience of hundreds. It may be to our chama or god forbid at a funeral. The ability to put your point across in an interesting and informative way is essential. In today’s competitive business world those who can communicate with authority and confidence have a great advantage over their peers. It is a great way to advance your career as well as an opportunity to be seen and heard by clients, peers and management.

If the reason for the speech is social and you’re not comfortable speaking in public you can always decline and no-one will think anything of it after all research has shown that most people would rather die than speak in public! However, if it is part of your job you most probably have no choice. At any rate, today, making presentations is a part of most people's working lives, and it is vitally important to do them well, as good communicators are the ones who make it to the top. Thorough preparation is the key to confidence, which in turn is the key to success, and I cannot emphasise that enough. After all, you never know how much new business could depend on it.

Any sort of presentation takes hours to prepare, not minutes. Having found out why you are speaking and to whom, put yourself in their seats. Try to answer the questions those people want answered and you will get your points across. If you are addressing a group where you know there are specific concerns, address those issues straight away. There are some fundamental rules; you must know your subject, you should be sincere and you have got to be enthusiastic.

Front line tactics

Recently I was contacted via email by the head of an organisation who was interested in the services offered by my company. We agreed on a time to meet at his office. I showed up early (as you always should) and someone directed me to his PA whose desk was down a corridor. A red flag was immediately raised when there was no smile or professional greeting but an indifferent “Yes?” to my presence at her desk. Things began to go pear shaped when after informing her whom I was there to see she failed to ask the next basic follow up question namely my name! The nearest seat where she directed me was back down the corridor next to a file cabinet piled with papers a good ten feet from her desk and then she proceeded to resume her previous activities. I could hear her boss in animated conversation behind the door so presumably she didn’t want to disturb him just yet.

After five minutes I went back to her gave her my name and that of my company and told her I had an appointment. She asked to me to sit down again and said she would let him know as soon as he was done with his conversation. After about ten minutes she went into his office and came back out and sat down without a word to me. So after being in the office for fifteen minutes twiddling my thumbs literally (no reading material anywhere), I had no idea whether he knew I was even here. More than a little peeved off at this point I asked her if he was aware that I was here. She curtly replied “sure” and volunteered no other information. I ended up waiting for another twenty minutes and finally left for another appointment. The boss never came out to see me; I was not updated nor was there any apology issued. As for being offered a drink or some refreshment that was wishful thinking! Granted I was there to solicit his business but what do you think was my first and lasting impression of that organization and my feelings regarding the competency of their core business?

Let’s examine what went so ghastly awry here. The front office can be considered ‘The Nerve Centre’ of any company. It is where the first and lasting impressions about an organization are created. This is the first point of contact with the organization and sets the tone for the culture of that office or business. The people here are vital to the organization as they are the literally the gateway. They are also the first and last customer contact areas. The qualities of front office staff which any organization should vie for include: smart appearance and proper grooming, pleasant nature and voice, good deportment and posture, a willingness to assist visitors, a sound knowledge of the organization, effective communication skills, sober temperament and habits, the ability to work under pressure and grace or flair for public and human relations. Please note that this also includes security staff. Some security guards are so zealous at their job that by the time you have negotiated your way onto the premises you need a sedative to calm down!

The ability to be warm and welcoming yet portray competency and professionalism is essential for them. I don’t necessarily need to be saluted like an army general, but certainly a smile and a friendly greeting is expected. The official language of business in this country is English – which means they should speak in English and not Kiswahili or Sheng or a variation of their mother tongue. I’m talking basic English here, regardless of the accent that I can comprehend when that person is hopefully giving me some indispensable information such as office floor location. And there should be no compromise on hygiene or grooming – remember they are setting the culture and tone of that business.

Business manners

Do manners matter in business and are they even necessary at all? Research has shown your technical ability and academic qualifications account for as little as 15% of getting a job and progressing within an organisation, and as much as 85% really boils down to your people skills and how you navigate office politics. At the crux of this is how you relate to other people - are you the congenial office colleague or the co-worker from hell. A recent study revealed that 40% of new hires into management failed and that the key reason for their failure was their inability to build good relationships with co-workers and subordinates. Good manners are said to be ageless, classless and priceless. If we can raise people’s level of behaviour by increasing their awareness of others as well as giving confidence and self esteem, we may lessen hostility and aggression, and who knows - the world might become a slightly happier place. Good manners never go out of style and are crucial in business.

Manners underpin all good business relationships and it does not take any more time to be nice than it does to be rude and it is one of the things in life that is still free. If we all followed the guidelines of good manners and mutual respect, we would treat each other more kindly, behave more honestly and enjoy greater professional success. People with good manners treat others with civility, think of others before themselves and have respect for each other. People buy from people and so better manners mean better business. Having good manners is an essential business tool but few managers consider whether bad manners are actually harming their business or what the cost is on the overall performance. Bad manners can cost businesses by contributing to loss of revenue and increased customer loss and decreased employee morale.

According to etiquette expert Anna Post, The University of North Carolina in the USA did a workplace study on manners a few years ago, and these were the resutls

Of 775 persons who had an uncivil or mannerless act committed against them:

28% Lost work time avoiding the instigator

53% Lost work time worrying

22% Decreased work effort

12% Actually left their job

You do the math in terms of the negative impact in the workplace.

Brand Kenya ambassadors

There has been much ado about branding or re-branding Kenya recently. Articles by experts and opinion makers abound about what we need to do to increase investment, trade and tourism and even get citizens to get behind a cause and change the attitude they have towards the country.

What I really want to know is what is the image of Kenyans traveling or living outside of the country? What is the image of the Kenyan student in Kansas, the nurse in Manchester, the manager in Uganda or the bouncer working in Dubai? What about those who carry our flag highest – our sportsmen, ministers, business people and cultural ambassadors. I heard a disturbing story recently about a Minister and his entourage who on a visit abroad at an official dinner broke many of the established rules of common etiquette, protocol and good manners. The group showed up late, drank too much, were dressed inappropriately, had 15th century dining manners, only talked amoungst themselves - and when they did talk to anyone else it was the men trying to chat up (or tune) other women. And these were only some of the most egregious examples by all accounts. It was an embarrassing spectacle for all present who included their host, the mayor and leading businessmen from that city as well as the diaspora Kenyans invited. Our brand, Kenya, took a severe dent that night.

Our rugby players proudly wear the Kenyan colours and airline logo on their jerseys and one hopes that in the lobbies of hotels in Wellington, London and Las Vegas, that they conduct themselves as competent and distinguished citizens in whom we have much pride. Good manners and a great image in the international social arena cannot be overstated. Ask any tourist who visits Kenya and overwhelmingly they will say Kenyans are friendly and hospitable. Is this the same image we have when visiting and living overseas? The good name we enjoy at home can be wiped out by boorish behavior or by a breach of etiquette especially by those in an official capacity or representing the country. When you travel abroad, remember you are an ambassador of Brand Kenya.

The body doesn't lie

Body language is crucial in helping to create a positive impression. This includes the way we enter a room and the way we stand and sit. Even the way you walk and hold yourself is fundamental to displaying clothes to their best advantage and projecting a confident, positive image.

Some recent events have highlighted how critically important body language is. If we take Tiger Woods mea culpa, watched by practically the entire world, some have criticized the “emotional detachment” with which he delivered his apology. His expression was mostly deadpan except when he was speaking about the media intrusion on his family and the work of his foundation. When you walk into a room (facing your harshest critics or otherwise) stand tall with your head up and your eye line directed to the person or people you are going to talk to. This automatically makes you look and feel confident and at ease. It does not mean sticking your nose in the air because you feel mightily aggrieved, but rather show your stoic side by standing with your shoulders back and your head facing forward to create a positive impression. You should also aim to look alert or have some sort of positive emotion – there’s nothing worse than having a blank face that says "the lights are on but nobody is home."

The Hellon – Arunga show (sorry press conference), played out to an incredulous Kenyan public also showed some interesting body language. Laughter and smiling is said to increase the flow of blood, producing positive emotions and helps us to achieve a natural high and a release from tension. That is why some people laugh when they are in trouble. When she wasn’t berating the attending press corps, Arunga was at times laughing and smiling which was clearly nervous laughter to release the tension. Other positive body language to use in such a situation include having hands visible and keeping hands and arms open rather than closed i.e clenched, crossed or folded which are all barrier positions and come across as defensive. Sitting upright and looking alert but relaxed and not constantly touching the face as this signifies nervousness or even that you're not being truthful. When she did excoriate the media – her body adopted an aggressive posture, belligerent hand movements and if she honestly has political aspirations she will need to work better on handling tough questions, innuendo and accusations which comes with the territory. This will include using positive body language and avoiding negative signals so as not to alienate the audience.

And talking of alienating an audience, the embattled head of Toyota, was roundly criticized for not bowing "deep enough" while issuing his own mea culpa for the recent problems Toyota cars have had. This in a country (Japan) where body language is everything and the angle of his bow was deemed insufficient for the magnitude of the apology. Poor body language displays unattractive traits like weakness, nervousness, insecurity, discomfort, and submissiveness.

Are you wearing your business

How casual should business casual be? Last week some of our leading politicians were holed up in Naivasha thrashing out important issues to do with the constitution. And being in the lush surroundings of the Great Rift Valley Lodge, the dress code was business casual and we were able to see the good, the bad and the unfortunate. Kanye West put it best when he said it’s harder to dress down than dress up – dressing casual is the true test. I’m going to focus on the men where we saw everything from rugby shirts to leather jackets and hawaiian shirts. The style of dress makes an immediate impression.

The nature of the public image of politicians has changed enormously with the growth of radio and TV coverage and the change in the marketing of newspapers so that their image is even more important. Our leaders need to inspire confidence and other leadership qualities like integrity and professionalism. In order to do this they need to make the right impression and create a positive image so here are a few tips that perhaps our honorable colleagues might want to take on board so as not to sacrifice their professionalism or integrity. Indeed this is for anyone who struggles with what to wear on dress down Fridays. The obvious rule of thumb is that clothes should be clean, with no creases, tears, holes, stains or loose buttons. Dressing casual especially for executives and politicians should never stray too far from the traditional look. Some lawmakers were still wearing the full suit and tie which came across as stuffy and inappropriate given the surroundings. They could easily have taken off the tie or jacket, sans button on the shirt and still looked like they meant business but coming across a little more relaxed. Women have it easier because they have wider choice as far as what works for business casual dressing and for the most part they didn’t make as many style faux pax.



Shirts should be collared and preferably plain. Shirts with logos, slogans or other prints don’t give a very serious impression and in particular hawaiian shirts are probably the most unserious shirt any man can wear and should be reserved for when on vacation with the family to amuse young children. Rugby shirts should be saved for the pub on weekends. So too should leather jackets which might work for a chilly evening but really when playing at this level a blazer or a sports jacket is preferable in fact every man of note should have a navy blue blazer in their wardrobe.



African printed shirts might work under certain circumstances but the rule above applies in avoiding extreme patterned shirts and collared shirts are considered more professional regardless. A good pair of wool trousers which can be part of a suit or khakis or corduroys are the way to go below the belt. Jeans are a just little too casual in my book and other no-no’s are shorts and ¾ trousers.

Going sockless or wearing white socks are two of the biggest mistakes you can make. Socks should be darker than the trousers you wear and long enough so that at no point should that gap of flesh between trouser and sock be seen especially when sitting. Black shoes – black belt, brown shoes – brown belt…it’s that simple. Many people will look at your feet before your face so wearing sandals, open toed shoes or sneakers will bring your credibility as a senior person into question. Make sure that you wear leather shoes preferably in black, brown or burgundy. And finally a word on jewelry – it should be kept to the bare minimum even with business casual i.e. a conservative watch and wedding band so no chains, bracelets or earrings should be visible.

Is that a mouse I hear whispering

Communicating with authority and confidence has a great advantage. It is a great way to advance your career as it gives you the opportunity to be seen and heard whether it is by clients, peers or management. The voice is our most powerful instrument of communication, and it is vital that we use it well as it accounts for 38 percent of the impression you make on other people. A good voice enhances your professional stature as well as keeps your audiences attention when you speak. If your voice lets you down when it comes to communication or portraying confidence or you simply want a better idea of what you sound like to other people, try recording your voice and listening to it. The sound we hear in our own heads is not necessarily the one other people hear. I expect we have all formed a vocal image of someone at some time or another. It might be a potential client at the other end of the telephone or a radio personality you love to listen to in the morning. When you finally meet very often the voice does not match up, which can sometimes be quite disappointing!

Are you one of those when you talk always have others asking, “What?” or ask you to repeat yourself? Nothing screams confidence (literally) like a strong, clear voice that isn’t afraid of being heard. Your voice doesn’t necessarily have to resound like Obama addressing a crowd, but you should talk in a volume that can move easily across a room, and in a clear tone that everyone can understand. It is not surprising how many people have a problem with low volume, mumbling, or being monotone and unfortunately it’s not an area people pay attention to or make an effort to fix. It doesn’t matter what you say if people can’t hear you! Weak voices can give the impression of fear or anxiety – death blows when it comes to portraying a confident image.

Some people actually have good volume, and talk in a clear voice, but speak without emotion. The key here is the pitch which should be varied as much as possible. Emphasise points as you go along and be enthusiastic - it comes through in your voice. Whether you are presenting the driest technical subject or regaling a tale to your colleagues, if your voice has no expression no one will listen to it, no matter how important the message; so it is vital that we learn to use the vocal range that we all posses to its full advantage. Make it a habit to practice speaking more clearly with friends or colleagues. By doing this, you’ll build a voice that displays a confident attitude - one that shows that everything you say is worth being heard.